Online shopping is the bee’s knees and is a favorite for many retailers and shoppers alike. However, that doesn’t mean retail spaces and customer interactions are less important. They are more important than ever!
The opening of Apple’s new flagship store in San Francisco brings to light many ideas about how to create the best in-store experience for customers. Not only is the store breathtaking, but it’s also a great example of what tomorrow’s store should take into consideration.
I recently had an opportunity to go to Shoptalk- a first-of-its-kind event focused on “next-gen commerce" in Las Vegas. Shoptalk focuses on innovation & disruption in retail & e-commerce featuring big retailers, technology providers, innovative disrupters, and venture capitalists sharing their perspectives in a panelist setting.
I have recently had numerous conversations around mobile applications and what retailers feel is one of the simpler, more immediate steps towards achieving the sometimes overwhelming omnichannel strategy.
Most of us understand the importance of great service for sustained success in retail and any other industry, but only a few organizations truly know how to provide great customer service.
Imagine you’re walking into your favorite store. What do you think of first? The displays in the front window? The friendly store clerk? The smell of the store? Likely it was a little bit of everything.
Think about a big box store in your hometown. The institution that stands larger than life, with the massive parking lot, where you can go and spend half a day shopping for pretty much anything you need and waiting in line for the other half.
I was travelling recently and booked a long travel day with limited time in between flights. There I was…hanging out in economy seating…for my 5 hour flight…directly over lunch hour…and I was getting hangry!
Getting customers involved in service delivery by “putting them to work” often improves the service and the overall experience. In fact, service is always created with customer participation.
One current challenge that retailers face is how to deal with a customer base that is increasingly tech savvy. The Millennials or Generation Y are becoming the majority of customers and it’s crucial to understand their purchasing habits.
Is the next step in engaging customers chatting with robots? More companies are betting that this is the way we are going. Chatbots, or chatterbots, are a computer program that conduct a conversation, whether an audible one or via a texting platform.