There is an increasing need for retailers to maintain simplicity throughout the ever-evolving customer journeys and beyond. C hallenge Triangle One: In-store, Online, Mobile So how do we start to overcome the profit challenge of meeting and exceeding customer expectations, raising the desired levels of personalisation and extending in-store experiences never dreamt of before including unimagined AR technology or personalisation with social share mirrors? The answer lies in coordinating three challenge triangles. The goal is to create great customer experiences, convenience and speed, whilst also finding the most profitable, low-friction fulfilment route. Similar challenges face pure-play ecommerce retailers. But how many retailers, including big brand names, can profitably do this? But their fulfilment process and shop network exist as siloed elements, making order fulfilment unprofitable and inefficient – and that’s before online and click and collect is even thrown into the equation.Ī recent PwC Total Retail 2017 Report revealed, that the most important in-store attributes in relation to the UK in-store shopping experiences were identified as sales assistants with a deep knowledge of the product range and the ability to check stock and extended ranges online and in-store. Many retailers run a traditional shop model that looks, from the outside, to be smooth and seamless. ![]() ![]() ![]() ![]() Retaining our customers and market position means taking a bold new stance and phasing out the old ways of doing retail and the systems they run on. The only thing that is constant is change and in today’s retail era that is the only thing we can be certain of.
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