As technology reshapes the retail landscape and consumer expectations rise, specialty retailers face particularly unique and daunting challenges as they try to thrive and prosper in today’s retail environment.
The ability of consumers to access/purchase goods and services with the click of a mouse, requesting delivery at the location and time of their choice, virtually eliminates the need for in-store visits. As a result, specialty retailers must earn their visits by delivering outstanding customer experiences in their stores.
As these specialty retailers proceed to define their brand, differentiate themselves and delight customers, five key technologies and capabilities have proven to be fundamental to delivering the outstanding customer experience that shoppers have come to expect.
1. Streamline payments to make customers happy– Whether empowering associates with mobile POS devices for a seamless customer experience or shifting to contactless POS, if your store is still characterized by customers waiting in line at the cash register, it’s time for a change. Customers demand convenience, speed and efficiency when they shop. The ability to deliver seamless checkout is critical to retail success and retaining customers.
2. Make shopping a personalized experience for your customers because “dull is dead” – The days of shelves full of merchandise are over. Shoppers expect a personalized, value-added experience when they visit stores today. Audio/visual combined with interactive technologies and AI let you deliver a truly personalized experience to the customer. Use self-serve kiosks that identify the shopper, deliver suggestions of new products or styles they may like based on previous purchases or let them try on a dress in another color using augmented reality dressing rooms.
3. Ace logistics to deliver on the customer’s terms– Flawless inventory management, on-time shipping or buy online pick up in store (BOPIS) staging as well as reverse logistics make the customer much more likely to have a positive experience in your store and to return. Retailers’ ability to deliver logistics is the key to satisfied customers.
4. Treat loyalty like royalty– An overwhelming 71 percent of customers who are members of loyalty programs indicate that membership is a meaningful part of their relationship with the brand. Loyalty programs should offer customers perks, special advantages and understand their preferences and history. A combination of AI and wireless networks and mobile apps can enable such royal treatment.
5. Make associates your superheroes– Your retail associates still provide a critical link between your brand and your customers. Empower them to deliver vital information, insight, and service to customers with technologies that keep them in the know. Mobile devices can help them track inventory real-time and/or complete customer transactions. Or use digital signage and PVMs to offer up-to-date notifications and training.
How many of these capabilities are available in your store? If you lack any of these, the time to evaluate retail technologies to enable this level of customer experience is now. Let Telaid help you get started with a site assessment and start delighting your customers today!
