Leading premium sports and lifestyle brand ASICS trusts in Zebra Technologies and Dalosy, its Enterprise Mobility partner of over ten years, to increase productivity and efficiency at its European warehouses.
Today, we’ll be discussing the nuances of Multichannel and Omnichannel approaches to retail with the experts who know best. Both Karen and Steve have extensive experience throughout the sector, and can offer great insight into the potential of these retail strategies, so let’s get started.
Now you can greet every customer personally as they walk into your store. You can see how they move, and when they linger longer in a particular aisle, you can nudge them to buy with a special offer, just for them.
And you don't even have to be in the same town as the store they're shopping in. You can do it all with remote management of your in-store wireless, and real-time data analytics, reaching customers through their mobile devices.
Today’s brand experience is influenced by more touch points than ever before. Customers shop online, in-store and even interact with brands on social media. I have noticed that retailers are making more and more connections with customers.
Shoppers now expect all of these elements to match up and integrate with each other – because it makes life easier. This is the basis for our One Store concept. Customers don’t actually see channels; they only see One Store regardless of whether their visit is online or in a physical store.
It’s obvious that online shopping has transformed buying behaviour and customer expectations. Amazon in particular has been more influential than any other, serving up an ecosystem of unbiased product reviews and revolutionising delivery.
With this retailer you can see instantly if an item is in stock, and get an accurate view of how long it will take to get to you. Data collected also allows the retailer to personalise the experience and empower the customer through helpful sections such as ‘you may also like’, ‘frequently bought together’ and ‘customers who bought this item also bought’. These create cross-sell and up-sell opportunities for retailers, whilst giving customers information that helps them to feel more informed.
A word of warning: if you’re looking at technology to run a loyalty scheme, don’t let it take the place of good, basic retail service.
Technology has made it easy and affordable to run sophisticated loyalty programmes, even for retailers with only one or two stores.
A report on personalisation from Drapers and Retail Week says that 79% of customers are increasingly demanding a personalised approach from retailers.
Only 79%? I would have thought we all want to be respected as individuals by the retailers we buy from. For me, that's the bottom line of personalisation: treating people like people.
In a recent post, Mark Thomson was talking about why delivery plays such an important role in retail right now. It is a key area where businesses should be making strategic investments in 2015.
So in this post I thought I’d share a positive delivery experience. This is an excellent example of how the delivery and returns process is a vital part of promoting customer loyalty.