How to beat online competition

I know how frustrating it feels when a customer comes in, falls in love with something in your store, and then says, “I saw this online for less.” But here’s the truth: We’re not in a price war; we’re in the connection game.

If it were really just about price, Amazon would have caused every local shop to shut down years ago. But that’s not been the case. Customers want more than just products — they want a feeling.

"Customers want more than just products — they want a feeling."

Connections over clicks

A few elements help to set independent retailers apart from online competition: connection, curation and community.

People like the way you greet them by name and give careful recommendations in the store. They enjoy the hand-picked selections that only independent retailers have to offer.

When you embrace these elements, you create experiences that connect with customers. Here are four ways independent retailers can beat online competition.

1. Tell stories. Don’t just put a product on a shelf — tell its story. Who made it? How can it change someone’s life? Share these details in your store.

   
   

2. Focus on experience. Create little “wow” moments. To wow customers, you could send out handwritten thank-you notes or host fun in-store events.

   
   

3. Master your inventory. Embracing smart inventory management helps you to focus on your customers instead of worrying about overstock.

   
   

4. Consistent marketing. You don’t have to be everywhere, but you do have to show up. Share your voice, your values and your joy consistently.

   
   

People like experiences that delight them. They want to build relationships that last far beyond a single sale. These things are what make your store truly magical, and no online retailer can compete with that.

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Cathy Donovan Wagner helps store owners scale sales past 7 figures. Check out her Richer Retail Podcast.
847-622-8382, clientcare@retailmavens.com, etailmavens.com/richerpodcast