Retailers play a crucial role in promoting healthier and happier lives for customers. Not only do customers benefit from inclusive retail, but businesses also reap the rewards. When customers have positive in-person shopping experiences, they are more likely to return and spend their money in shops where they feel comfortable and welcome.
Local shops are a vital part of our communities. They not only offer essential goods and services but also contribute to the overall ambiance of public spaces and provide opportunities for social interactions, particularly for individuals who live alone or are isolated.
The simple act of a brief conversation over the shop counter can be the only human interaction a customer has in a day. Hence, excellent customer service has the power to drive positive change and influence customers’ overall well-being.
However, at ILC, we recognize that a trip to the shops can often be a source of concern for many individuals. Our research has shown that 1 in 4 people stop shopping after receiving a dementia diagnosis, and high street shops lose £267 million each month due to their inaccessibility for disabled customers.
Before deciding where to shop, potential customers often ask themselves several questions: Is there a place to sit and rest? Where is the nearest toilet? Will there be someone available to provide assistance if needed? Addressing these concerns is essential in attracting and retaining customers.
Moreover, older customers possess considerable purchasing power compared to other generations. On average, individuals aged 55 and over have 25 times more assets than those aged 16 to 24. By 2040, older households are projected to account for 63p in every pound spent.
Additionally, a significant number of older customers are becoming increasingly tech-savvy. In 2020, over 65% of individuals above the age of 65 embraced online shopping. As older people become more confident in making online purchases, local retailers face the risk of losing business if they fail to adapt and be more inclusive.
Fortunately, retailers can find assistance in adapting to an aging society. At ILC, we have developed a set of five healthy retail guides. These guides are packed with valuable hints, practical examples, and tips on how to welcome people with various needs.
Numerous retailers have already taken proactive measures to create more inclusive shopping spaces, and our guides showcase small changes that can make a significant difference, often without incurring extra costs. Some of these tips include ensuring an easy-to-navigate entrance, keeping stock in familiar places and aisles clutter-free, providing seating areas, and ensuring clear and simple signage. Having friendly staff members available for assistance or a friendly conversation is also highly recommended.
For more inclusive spaces, visit our Accessibility guide at https://www.talkingretail.com/opinion/talking-points/more-inclusive-retail-spaces-make-business-sense-viewpoint-ailsa-forbes-12-10-2023/. The guide not only provides additional tips but also offers easy access to training modules for staff and store owners.
Creating inclusive shopping spaces benefits everyone. Encouraging people to shop locally helps them maintain independence, stay fit, and foster connections within their communities – all essential elements for longer, healthier, and happier lives.
