When formulating a retailing mobile strategy you need to know your customer. This may sound obvious, but you need to know your customer before they come into the store, and you need to take care of them while they are in the store. Retail mobile solutions are an essential part of the answer.
Let’s start by looking at today’s shopper behavior.
Shopping behavior is changing significantly, in part due to the fact that mobile devices are used during the entire shopping process. On the other hand, research showed that consumers still prefer to purchase products in a physical store. But the mobile penetration makes consumers informed before they enter the store and here they expect also to be treated in the most up-to-date way.
It’s obvious that this trend will have a significant impact on how retailers drive value and incremental revenue for their business.
How can you take advantage of this knowledge once your customer comes into the store?
Getting customers into the shop can be a great advantage for the retailer – it gives the retailer the opportunity to gain insights about the shopper. What products the shoppers are drawn first and how they interact with their preferences can be of big value for retailers’ strategy. It helps to learn a lot about customers, about their preferences and supports later interaction on a personal level.
According to recent research, 74% of retailers think that developing a more engaging in-store customer experience is going to be critical to business success. This means retailers are thinking hard about how to engage in-store, how to expand that customer relationship and how to save and maximize sales via ‘Click & Collect’ plus other omni-channel services.
This requires the usage of enterprise handheld mobile devices specifically built for retail environments. These devices need to cope with a busy and crowded environment with multiple users operating them in a rush making it likely that the device will be dropped.
Mobile devices increase sales and improve retailer’s relationship with the customers. Your sales staff can generate add-on sales, mobile devices will support a more optimized customer service – just imagine the reduction of time your customers spend in checkout lines or the immediate access to inventory information – and last but not least you will be able to significantly improve your Customer Relationship Management.
Read more about how Fujitsu can support you in getting prepared for the future.
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