15.01.2019

Navi Partner København Aps

Trend in 2019: Enhance customer experience with innovative technology

As a brick-and-mortar store, it can be challenging to keep up with the growing threat from e-commerce sites. With more and more people owning a smartphone, the shift towards mobile and online purchasing has only increased. One of the keys to success is building a great customer experience with help from innovative technologies.

Prioritize the customer experience
Brick-and-mortar stores offer in-store experiences that differ from the online shopping experience. However, the in-store experience must be attractive and good if customers are to visit or revisit your store. One way to differentiate yourself from online and offline retailers is implementing technology, that transforms your shopping experience. Here we give you three suggestions for tools that can meet your customers’ needs.

#1. Optimize your business processes in store and in stock
The backend of your retail operations in-store can seem less important when talking about creating a great customer experience in brick-and-mortar stores. The truth is, however, that a store’s business processes are of great importance for efficiency and value creation when customers evaluate a shopping experience. The processes that keep the wheels running involve inventory management and logistics. Without sufficient insight into inventory status and logistics, stores may risk losing sales due to misplaced items in the inventory. The lack of overview affects the overall customer experience. If a customer wishes to buy a product of a certain size or color and the item is out of stock, the store not only losses sales but also customer satisfaction.

Do you have the proper systems in place to ensure you do not have any items in the backroom that should be sold in the store? With help from RFID technology, you can optimize your retail operations and thereby create a more friction-free customer experience.

WIth an RFID device, you can quickly scan the inventory and the store without having to scan every single barcode. Here you can locate a specific item or see how many jackets you have left. With a solid overview of your inventory management, you ensure that your customers’ orders are in stock. In addition, it helps you avoid sold out items. All the registered items are synchronized with the POS system with pricing, discount, and inventory level.

#2. Get loyal customers with a loyalty program
Do you want to differentiate yourself from your competitors in 2019? Then customer loyalty can be the key to success. In order to succeed, you need to build a unique loyalty program strategy that takes brand values and user experience into consideration. Many retailers who offer coupons and loyalty points do not exploit the full potential. If you succeed in communicating the number of points and coupons to your customers, 4 out of 10 consumers will visit the store more often. Additionally, 5 out of 10 consumers would even consider visiting your store more often according to research conducted by 3Cinteractive.

To make sure your customers are loyal to your loyalty program, the user experience should be your main focus. Information on points and coupons should be available, points be easy to convert to amounts, and lastly, members should be reminded of their current balance.

#3. Offer good customer service with Mixed Reality
To offer the best possible experience it is required that your Sales Assistants are well equipped for the job. Today customers expect friendly personnel, but moreover, customers expect to be fed with essential information before buying an item – and preferably without too much waiting time. Equipped with a mobile device, Sales Assistants have all the essential information at hand. The device gives them the opportunity to check the stock of a specific item and suggest other items in that size or color. In the video below, you can see how a Sales Assistant utilizes Mixed Reality to create a good customer experience in the store.

Mixed Reality is a scanning solution that adds elements of virtual icons and animations through the lens of a mobile camera. Retailers can display graphics, animations or other virtual content on the mobile screen, whenever a barcode is scanned.

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