Today’s retail customers want the world—and personalization is a key in-demand feature. Shoppers have busy lives and are more digitally savvy than ever. With countless buying options available across digital and in-store, they expect the retailers and brands they do business with to keep pace with technology. This modern customer—and the changing marketplace they inhabit—presents new challenges and opportunities for retailers of all sizes.
According to a report by Accenture, 91% of customers are more likely to shop with brands who recognize, remember and provide relevant offers and recommendations. Modern customers want:
- Shopping to be easier and more efficient.
- Their needs, desires, and preferences anticipated.
- Help narrowing in on the best selection from an abundance of well-vetted options.
- Personalized experiences that make shopping fun and intuitive.
- A seamless experience across online, mobile, and in-store.
These are prime opportunities for retailers to rise to the occasion—and to embrace digital transformation to thrive in today’s competitive environment.
But without technology, this level of differentiation is a tall order—especially for smaller operations. Retail transformation requires migrating from inflexible legacy IT systems to an intelligent platform that combines the best of digital and in-store experience to deliver enhanced customer experiences.
Stores of all types and sizes can create a modern store experience that engages every shopper, everywhere. Fortunately, the latest technologies are available for all levels of business, from large retail enterprises to medium-sized retail businesses to the small, independently owned shop.
Engage every shopper, everywhere
Customers’ needs, desires, and preferences are always evolving—with the seasons, with their phase of life, with their lifestyle, and with trends. How can retailers adapt to the changing needs of their customers, while staying one step ahead of the competition?
Today’s competitive retailers are using technology to “befriend” their customers’ desires—better serving them through predicting and anticipating needs and making well-timed, well-placed suggestions, then streamlining the purchasing experience and making follow-up recommendations.
The latest technologies allow retailers to:
- Optimize operations by using sensors, machine learning, and advanced analytics to understand, predict, and better serve customers.
- Put data to work to get ahead of trends and make highly informed decisions.
- Empower employees to distinguish your brand with exceptional customer service.
North State Grocery in Northern California and Southern Oregon is a retailer harnessing technology to create better customer experiences. This grocery chain that operates in an extremely margin-sensitive, competitive industry differentiates on customer service and customer delight, including encouraging customers to suggest new products.
In order to streamline the sourcing and stocking process, North State developed an app that “enable[s]staff in multiple departments at multiple locations to respond to new product requests and get products on shelves,” based entirely on customer requests. Implementing this technology has led to improved stocking and service—and increased customer satisfaction.
So what does a modern store experience actually look like? We’ve got an infographic that depicts how you can learn to:
- Deliver exceptional customer service at all touchpoints.
- Offer personalized product selections and recommendations.
- Optimize inventory management and track product demand.