Unlike customer-facing mobile apps and websites, in-store associates and managers have insider knowledge and the ability to use in-store tools to their advantage, according to Logan Rodriguez, director of retail at Square Root. Consumers, he writes, still look to brick and mortar for added personal touch.
Is your customer experience plain vanilla, leaving absolutely no imprint at all on your customer's memory? How would your customers' stories about your business sound to prospects? Chip Bell recommends using a scenography audit.
Dr. Anil Kaul, CEO and co-founder of Absolutdata, writes that as AI becomes a part of daily living, brand leaders are realizing the potential the technology has to transform marketing. AI is poised,he believes, to upend traditional notions of buyer-seller dynamics.
At present, the future of brick-and-mortar retailers looks bleak; however book author John Pugliano believes the technological forces that have favored online retailing are about to shift the advantage back to the local storefront.
Dan Carney, senior vice president of operations at Limelight Networks, explains how mobile devices are having broad implications across the retail landscape, specifically when it comes to consumer expectations of the online experience.
Victoria Bough, general manager for Customer Experience Solutions at Periscope By McKinsey, explores the key steps and traps to avoid in transforming a middling approach to customer experience measurement into one that delivers impact and creates value.
Denise DeSisto, VP, marketing automation and product innovation at Customer Portfolios, says every retailer's goal must be to keep customers at the center of a brand's marketing strategy. It means providing an experience boasting relevant content, product recommendations and targeted offers at the appropriate time throughout the consumer lifecycle.
Gil Larsen, VP, Americas at Blis, explains why in the geolocation business, accuracy is paramount. As he shares, it's all too easy to fuel an otherwise perfect campaign with dirty data, rendering it null and void, or pinpoint an individual to within five meters of their location, only to find you targeted the wrong person.
There's been no end of stories lately about retail store closures, layoffs and bankruptcies, but the real story isn't about physical retail dying. It's about evolution and that outlook is very positive.
Jeff Kagan explains why smart home growth is picking up steam and how it presents an opportunity for retailers, if they handle it correctly and position themselves right.
Shopping is interactive, with 53 percent of consumers saying they'd pay more for valuable experiences. Half of in-store shoppers today say they're more likely to shop at retailers that offer assistive technologies. How, then, can retail brands prototype the in-store technologies and avoid a backfire? The process involves four crucial steps.
With millennials making up approximately 30 percent of the population, retailers strive to tailor efforts to reel in this group, yet often overlook the remaining 70 percent. The millennial generation may be driving retailers to keep-up with their tech savvy speed and connectivity, but retailers must build an environment that works for all.
ForeSee's Eric Feinberg provides his take on Amazon's multi-billion dollar acquisition of Whole Foods. As he writes, surprisingly not much has been said about the real logic behind the deal, which has far more to do with Amazon expanding into an area it knows it can win, and far less to do with battling rivals such as Walmart.
In the end, the retail evolution is all about the customer. Being tech-savvy, shoppers want their shopping experience to reflect their daily life: a mix of online and offline. It is up to the retailers and brands to build a great customer experience, to satisfy their connected shoppers, and increase their foot traffic and ROI.
Amazon's Whole Foods Market acquisition points to a changing role for physical stores; millennials hold the key
Amazon's acquisition of Whole Foods Market is yet another sign – the biggest to date – that retail is being redefined by multiple shopping channels.
By uncovering the path your customers follow when they engage with your brand, you'll gain four valuable insights that can help you build a stronger, more loyal relationship with them.
When brands, retailers and digital experience providers met at the 2017 ICX Summit in Dallas the focus was on defining “what works” to maximize CX approaches.
Everyone's trying to figure out what drives consumers to purchase. But to understand how they shop, you need to know what makes them tick.
Consumers overwhelmingly want more technology in brick-and-mortar stores. And with more consumers willing to show up and shop at stores that have it — beefing up technology is a no-brainer in the face of increasing online retail competition.
Interactive kiosks offer retailers a tool for allowing customers to join the e-commerce experience with in-store purchasing by allowing shop to shop for both the physical and online product offerings.