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.
I was out indulging in some retail therapy and came across a very common disconnect consumers are facing today – a mismatch between expectations and experience.
We recently teamed up with RIS to sponsor the 26th Annual Retail Technology Study and while we don't mean to toot our own horns, there are some pretty neat findings in all of this data. This year's study was conducted in January and February and is based on input from over 100 respondents from national or large regional retail chains. We've gone through the study with a fine-tooth comb and decided to break it down into a bite-sized list covering key elements and discoveries in the study.
As the world of omnichannel retail closes in on us, a large focus has been around the technology behind retail transactions -- technology to ensure seamless integration across all touchpoints, technology to enable multi-channel options, technology to offer today's empowered shoppers infinite choice while saving them time, money and hassle.
Omnichannel retail is no longer a prediction; it's a foregone conclusion. Shoppers are demanding cross-channel conveniences and retailers are gearing up and reorganizing to meet the challenge.