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The next two years will bring about new behavioural realities of device connected retail environments. What sort of shopper habits will develop as new retail technologies become widespread and expected by the consumer? And most importantly, what can retailers actually do about it?
Yes, current retail environments (both on and offline) are data-rich and increasingly personalised. But culture hasn’t caught up yet. In the past, technological advances in retail have been defined by the friction they introduced to the shopping process, rather than convenience. Think of the current state of self-checkouts; theoretically timesaving, but in practice just an often-broken inconvenience. It hardly feels like progress.
But not for long. Retailers are growing savvy and sophisticated in their use of new technologies to improve customer experience (and their bottom line). As these realities take hold and culture adapts around new technological promise, entirely new consumer patterns and expectations will emerge....
When customers patterns and expectations will meet all retail technologies made to reduce friction and to increase customer experience.
170Becoming customer centric isn't easy -and is much harder for companies who have a long history of working with their clients Face to Face. Retailers have a big challenge, they need to balence the high cost of real estate, manage a great on line website and train their staff on new ways to interact. Customer expecations continue to rise and keeping up with an engaging experience requires constant innovation.