- Performance-Tracking meets User Journey - 19. July 2017
- Connected Retail – Customer Centricity Meets Store - 9. June 2017
- Fear not! Connected Retail in Four Steps - 13. October 2016
In a few years, commerce might look like this: since I can see online that the jeans I really want are available at the shop around the corner, I can just head out to try them on in person. Just before I go into the shop, I receive a push notification on my smartphone telling me that I can buy the shirt from my wish list immediately, with a five-euro discount. The trousers are already ready for me in the shop. The trousers and shirt both fit, but because I don’t want to take them with me right now, the shopkeeper sends them to me at no extra cost. As the shopkeeper has also looked at my purchase history and knows what I like, he also recommends a jacket to me. The jacket might not be available in-store in blue (the colour I want), but I can take a look at it on a digital signage screen. I then add the jacket to my wish list, which I can access online and in-store. I pay for the shirt and trousers with my smartphone – there’s no need for cash – and leave the shop. Everything is conveniently delivered to me at home the next day.
This is one of many scenarios currently being tested to offer clients the best possible digital and personalised customer service, even at point of sale (POS). For salespeople who haven’t yet considered the idea of connected retail, it might seem almost menacing at first glance: How are you supposed to do all of that? What aspects are relevant to me? And where should I start?
From my experience, I’d like to recommend the following steps:
1. It all starts with the CEO
The first requirement is a business leader who is completely behind the idea. Without that, it just won’t work. Developing and implementing successful connected retail solutions is a matter for the boss as this can influence the entire structure of an organization.
It’s important for all internal stakeholders to be involved in the project. A cross-channel shopping experience that combines analogue and digital elements requires a variety of skills: marketing, IT, sales, and the shopkeeper must all be brought to the table. Even the employees in the shop play a key role because only they can successfully apply the concept in practice. You therefore need to create a holistic vision from the very beginning for all participants to work toward.
2. The client is the focus of all activities
The target audience is, of course, the client. “User centricity” shouldn’t just be a buzzword, it should be self-evident. You shouldn’t begin without identifying the client’s needs and understanding their behaviours. Only by doing so can you really offer them relevant services on the appropriate POS touch points to offer interactions that create added value.
Even a simple tablet can enable added value interaction: a shopkeeper can call up additional product information for the customer and offer them additional products that aren’t currently to hand. Furthermore they can access the customer’s purchase history, which is saved on a digital customer card and offers information about the customer’s preferences.
3. Think big, but start smart
Complete your vision with an integrated view on your comprehensive touch point system, but develop new touch points step by step. Gain experience and develop it further. And, above all: avoid an off-the-rack solution that isn’t tailored to your clients.
Come up with potential solutions for small problems, develop the approaches to implementing them, and test them directly in short cycles. This iterative approach allows you to start with minor investments and safeguards against losing investments. Only when the scenario is successful as a prototype should you start with elaborate linkages of ERP-, CRM-, or till systems.
4. Don’t wait, start now
Start collecting ideas from smaller projects with your partners (retail, agency, etc.). These experiences will improve your collaboration before larger projects arise and create a uniform image for clients.
But most importantly: start now! Anyone who hesitates now will be left with nothing in the long run because, ultimately, the client will shop at the business that makes the correct information or products available at the correct time, in the correct place, and in the correct context – online and offline.
This article was also published at wuv.de.
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