According to a recent article on brandchannel.com, the future of retail hinges not only on the successful adoption of new technologies, but also the retailer's successful reinvention and preservation of the in-store experience.

The following is an excerpt from the article:

As highlighted in our previous post on the future of retail, there is a flurry of activity surrounding online retail initiatives right now, with particular emphasis on mobile. Mobile payments in particular are getting a lot of attention as retailers figure out ways to transfer the shopping experience to every sort of handheld device.

But there is an equally intense effort to reinvent the traditional store. In fact, many retailers are beginning to realize that rather than close stores, they can sustain them by giving them a much-needed facelift. More than a surface makeover, however, reinventing the store involves a thorough rework that often includes a growing trend: creating a "brand story" to engage and involve a consumer in the shopping experience.

Not surprisingly, this trend may bring with it interactive, intuitive and futuristic elements, such as virtual shopping screens, audio/video presentations, QR code integration and even robotic store displays.

Read more about customer experience.

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User Comments – Give us your opinion!
  • Rick Harris
    34105950
    Absolutely agree that reinventing the in-store experience is key (and is what customers want too). My own view is that the service element of the store experience is being overlooked. There are good examples of retailers that are converting the store experience to a place of co-creation with customers, rather than a showroom of goods. This link provides some case studies of this. http://customerfaithful.com/customer-service-what-it-was-and-where-its-heading/
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