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If retailers want to stay relevant and in business, they must change their business models to be more customer-centric.
If retailers want to stay relevant and in business, they must change their business models to be more customer-centric.

Retail’s future and its unified experience

MARKETING NEWS

By Mary Chen - Jun 29th 2017, 11:21

If retailers want to stay relevant and in business, they must change their business models to be more customer-centric. Knowing what technologies are available to create the most effective shopper experience is the key to digital transformation success. 


Retail’s future is digital

Digitalisation is changing everything and every industry, not just retail. As connected consumers, we are used to convenience and speed at the push of a button, and we spread information very quickly through various social channels. To keep up with consumers and make decisions quickly, retailers need to harness the power of data across all channels to compete on experience, service, and urgency. There’s no other way around it.

If we think back to the time when we used to go to the mall to do things with our families and friends, stores were meeting our needs with low prices and fun shopping experiences. However, that shopping experience has been redefined. Today’s shoppers are more social, yet efficient, and desire a more authentic connection to a brand. If you can capture how customers feel and engage with the brand or the store, you will have the knowledge to tailor shopping experiences that resonate with the individual or community. That can lead to creating a local feel in stores, specific to the neighborhood, and not just a generic experience.

The overall goal is to optimise the conversion funnel, at scale. There’s only one customer experience; it’s not about online or offline or different experiences. Thus, it is time to look at how to better integrate data analytics with operational processes for providing a seamless experience.

What retail leaders should do

Embrace the transformation and the bigger opportunity by taking advantage of digital advances within physical stores, along with online engagement. People enjoy shopping in stores, but shoppers’ expectations have changed. Customers are asking for a better and easier experience. Some customers see future stores equipped with touchpads from which they select items and have everything ready at the counter for an efficient checkout. Customers also expect retail associates to be experts on the stores and products they represent. The retail sector is ready for transformation, and leading retailers are acting now.

There are several digital imperatives essential for retail leaders to succeed:

Retail executives need to understand how to use data-driven insights to provide consistent, sustainable growth, such as using data to know where to place products, testing various options based on data insights, and quickly changing strategies if needed.
Build and execute a holistic data and analytics strategy eliminating friction in the entire shopper journey and providing a flexible data architecture to support it. With a better understanding of a customer’s online behavior and his/her in-store experience, retailers can create personalised recommendations or offers that foster loyalty.
Retail associates serve an important role in humanizing big data. In the case of the fitting room, a retail associate empowered with technology can receive direct requests from the customer on his/her mobile device and bring additional items to the customer, eliminating the need for the customer to get dressed and leave the fitting room to locate a new item.

If it was easy, everyone would have done it already

While the data growth generated through an increasing number of sources presents tremendous opportunities, it also presents significant technical challenges. Beyond just the growing volume and diversity of data, retailers are challenged with operationalising their data. How do retailers effectively integrate data into their operations?

One big retailer’s approach is a great example of data platforms used successfully in retail settings. Walmart began its transformation in 2012 with its first data platform to make data work to their advantage. The goal is to optimise the shopping experience of their customers, whether in-store, browsing a website, or using a mobile device when they are in motion. The solution has involved redesigning global websites and building intelligent applications that personalise customer experience while increasing efficiency. This requires a single, scalable system that gives internal users real-time access to data collected from a wide range of sources and centralised for more effective use. That’s where new data platforms and integrated NoSQL technologies come in.

Change is good

It’s good to see innovative retail leaders are now realising the fruits of their labor with data management and other technologies. If retailers want to stay relevant and stay in business, they must change their business models to center around the customer. The key is to know what technologies are available to create the most effective customer experience.
© 2017 RetailNext, Inc. 

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