Ten years ago, almost to the day, there was a major disruption in the wireless world; the iconic iPhone was introduced to the masses. Affected companies had to adapt, change, and move quickly to ride the waves from the impact of this new product/idea. We saw success and failure in response.
There is a similar disruption in the wireless industry happening right now, but it is not as easy to pinpoint one ‘culprit.’ The challenge now is a constantly changing retail market, and it can be hard to predict or adapt to it. There is a steady demand of various needs from customers, data, and technology (both as a service and for sale.) It is critical to monitor trends and successes, and the steps taken to adapt, change, and succeed.
So how do you adapt to this current disruption?
Know and learn the benefits of an in-store experience
Eighty-three percent of retail sales in 2016 were completed in a physical store, according to a recent Forrester report.
Stats don’t lie. They show what we are still hearing; consumers like going into stores, interacting with staff, products, and services. However, it is important to note the changes needed to improve the experience of going into your shop and the benefits of doing this correctly.
- Layout & Space - Review your layout. Does it flow with how you want to present staff, products, and branding? What is the experience your customer get from start to finish?
- Feedback – A physical store gives you the ability to get fast feedback from customers. It also can show the personal connection and interactions shoppers have with a phone, accessory, or campaign. This is valuable information to relay, and use.
- Training – Well-trained staff can be an asset for sales, engagement, and branding. This personal interaction with staff can be the difference between someone clicking through your site, to making a purchase. One tool to help you with these operational in-store experiences is video based intelligence.
Lay the foundation for omnichannel
Realistically, a customer won’t just come up to your staff and say, “Hi, I hope you have an omnichannel experience, or I am going somewhere else.” Yet indirectly, many customers will do just that. They may not outright demand an omnichannel experience, but they will feel its lack of presence. Through their growing expectations, your customers will want everything that an omnichannel experience can provide.
They want: trained staff, speed, choices, privacy, showrooms to see touch-and-feel, and an interactive website to view, browse, or purchase, and so much more! Store owners need to start thinking about the in-store technology necessary to make all these things happens smoothly; the data tracking abilities (mobile POS, RFID, etc.) and the technology that allows your systems communicate with each other.
Read more about laying the foundation for an omnichannel experience.