Personalise your experience

Get the latest insights relevant to your sector.

Blog · 16 Nov 2020

How technology is redefining the in-store experience

The second in our two-part blog series explores the customer-facing technologies that are set to be game changers for the retail industry.

Sarah Moseley
Head of vertical solutions and business development, retail and consumer goods

Standing out in today’s competitive world of retail requires more than product range or competitive pricing.

It’s about creating a brand that customers connect with and want to return to. And that means getting to know what your customers want and finding innovative ways to not only meet but exceed their expectations.

Today’s shoppers have more product and store options at their fingertips than ever before, so they’re discerning, savvy and happy to go elsewhere if you they don’t enjoy doing business with you. Keeping your customers engaged is vital to staying afloat, and technology is a powerful way to get to know them better. Whether it’s helping your staff to provide a more responsive service or setting up your store for a more personal experience, there are many technology solutions waiting to be explored.

Go digital in store

There’s never been more urgency for retailers to take up digital technology as Coronavirus restrictions continue to impact the high street and malls — making shopping unfamiliar and stressful. With the power to increase browsing time, encourage upselling and help to deal with the restrictions on trying on products, digital transformation is proving to be critical for retailers.

One of the best ways to keep customers coming back is to make shopping with you fun and personalised in a way that lets you stand out from the rest. Digital technology offers plenty of possibilities, such as intelligent mirrors that can pair outfits with accessories, personalised virtual displays that adapt to things like the weather, and augmented reality where it’s possible to try on clothes virtually or turn on a 3D fan to reflect a fashion-shoot in the changing room mirror.

Digital tools for store assistants make the difference

Have you ever been shopping and felt you know more about what’s in stock than the assistant? It’s more than frustrating for customers: it chips away at the credibility of your brand. With digital technology there’s no reason why anyone should be in the dark about what’s in the stockroom. Handheld devices like tablets are a great start, keeping staff connected and giving them the ability to check stock levels, locate items and place orders with just a couple of taps. Similarly, push-to-talk devices that operate like a 2-way radios can ease the pressure on staff by providing customers with more ways to access information.

Think omnichannel when you’re planning your offer

And just like in-store staff, customers want to stay connected too, able to contact you in ways that fit with their omnichannel approach to shopping. The aim is to create an engaging, personal, convenient and frictionless experience that means you can respond to queries efficiently, in a way that doesn’t interrupt the purchase journey. Omnichannel solutions also help keep your brand consistent across your multiple channels. You can boost sales, drive footfall in your physical stores, and keep your operational costs down by making sure every contact your customers have with your brand is relevant to them.

Making payment swift and easy

Payment is one of the areas where retailers have been quick to adopt customer-facing technology. Used to rapid online purchases that don’t involve waiting in line, customers love in-store payment options that are quick, easy to use, and do away with queuing. From mobile point of sale to scan as you shop options, used right, these technologies ensure your customers’ final interactions are just as positive as their browsing experience, preventing product abandonment and encouraging return visits

Are you making the most of retail technology? For more information on how it can improve your in-store experience, take a look at our recent whitepaper. And check out part one of this series to find out more about boosting efficiency across your warehouses and inventory.

Standing out in today’s competitive world of retail requires more than product range or competitive pricing.

It’s about creating a brand that customers connect with and want to return to. And that means getting to know what your customers want and finding innovative ways to not only meet but exceed their expectations.

Today’s shoppers have more product and store options at their fingertips than ever before, so they’re discerning, savvy and happy to go elsewhere if you they don’t enjoy doing business with you. Keeping your customers engaged is vital to staying afloat, and technology is a powerful way to get to know them better. Whether it’s helping your staff to provide a more responsive service or setting up your store for a more personal experience, there are many technology solutions waiting to be explored.

Go digital in store

There’s never been more urgency for retailers to take up digital technology as Coronavirus restrictions continue to impact the high street and malls — making shopping unfamiliar and stressful. With the power to increase browsing time, encourage upselling and help to deal with the restrictions on trying on products, digital transformation is proving to be critical for retailers.

One of the best ways to keep customers coming back is to make shopping with you fun and personalised in a way that lets you stand out from the rest. Digital technology offers plenty of possibilities, such as intelligent mirrors that can pair outfits with accessories, personalised virtual displays that adapt to things like the weather, and augmented reality where it’s possible to try on clothes virtually or turn on a 3D fan to reflect a fashion-shoot in the changing room mirror.

Digital tools for store assistants make the difference

Have you ever been shopping and felt you know more about what’s in stock than the assistant? It’s more than frustrating for customers: it chips away at the credibility of your brand. With digital technology there’s no reason why anyone should be in the dark about what’s in the stockroom. Handheld devices like tablets are a great start, keeping staff connected and giving them the ability to check stock levels, locate items and place orders with just a couple of taps. Similarly, push-to-talk devices that operate like a 2-way radios can ease the pressure on staff by providing customers with more ways to access information.

Think omnichannel when you’re planning your offer

And just like in-store staff, customers want to stay connected too, able to contact you in ways that fit with their omnichannel approach to shopping. The aim is to create an engaging, personal, convenient and frictionless experience that means you can respond to queries efficiently, in a way that doesn’t interrupt the purchase journey. Omnichannel solutions also help keep your brand consistent across your multiple channels. You can boost sales, drive footfall in your physical stores, and keep your operational costs down by making sure every contact your customers have with your brand is relevant to them.

Making payment swift and easy

Payment is one of the areas where retailers have been quick to adopt customer-facing technology. Used to rapid online purchases that don’t involve waiting in line, customers love in-store payment options that are quick, easy to use, and do away with queuing. From mobile point of sale to scan as you shop options, used right, these technologies ensure your customers’ final interactions are just as positive as their browsing experience, preventing product abandonment and encouraging return visits

Are you making the most of retail technology? For more information on how it can improve your in-store experience, take a look at our recent whitepaper. And check out part one of this series to find out more about boosting efficiency across your warehouses and inventory.

Contact