Blog Post

How Retailers Build Convenience in Their Brand Experience

Jonathan Honor • November 18, 2019
retail strategy
The evolution of the retail market has created a chasm between the online and offline experience. The transactional nature of e-commerce has created a consumer expectation of ultra-convenience, which retailers are incorporating at all levels of the purchase process. In the digital age of convenience, shopping online and in-store from the same retailer can feel different resulting in the massive adoption of technology to help build convenience in shopping experiences in online stores and brick-and-mortar stores. The following tips highlight the various ways that retailers can build a convenience store concept among their customers.

Connect Physical and Digital Experience

Retailers must recognize that the customer journey is no longer linear but an omnichannel fluid experience. Retailers should be able to develop their brand to create seamless experiences that resonate with customer’s expectations of convenience. To accomplish this, you will need to have a customer-centric view of the entire journey right from when the customer makes the purchase decision to the time they execute the purchase.

Through the market attribution model, you can use your web and mobile properties as an avenue to inform and inspire consumers in the purchase process of your products. You should be able to avail both online and offline data to allow consumers to make purchase decisions conveniently and visits your stores online and offline. Argos’s Click and Collect system have been successful in connecting the physical and digital experience by reserving products from the same stock pool for their loyal customers.

Address The Direct-To-Consumer Disruption

Taking brands directly to customers is an emerging trend by innovative brands as a way of optimizing the number of players in the delivery channel. The aim is to increase the margins and enhance convenient shopping among consumers. To apply the DTC model successfully, retailers could improve data sharing with their suppliers through 3D printing, where they demonstrate their customer intelligence. Partners in the supply chain process to adopt the data to improve product development and encourage product personalization.

Automobile retailers such as Tesla and Hyundai have adopted the DTC model by allowing customers to view their vehicles online and have their selection delivered to their doorstep for roads tests rather that visiting showrooms. With a DTC model, retailers will have time to concentrate on connecting consumer experience with brands. Furthermore, retailers can create a 24-hour convenience store concept that is solely mobile with no staff, registers that will self-drive to deliver goods to customers.

Adopt Voice-Activated Shopping Models

Voice-enabled devices to have the potential to disrupt the retail shopping experience. Google Home and Amazon Echo have taken convenience in the retail industry on a high notch by simplifying the product selection and delivery models. They have created an experience that changes the shopping dynamics from a web-based visual process to a voice-based process where customers place orders at the convenience of their location and have them delivered. The Amazon Alexa is a common voice-activated model used by Starbucks to enhance the ordering and delivery process through Amazon Ecommerce. Voice-activated shopping will take the retail space by storm with retailers, especially small retailers, leveraging technology to keep the domain from dominance by larger brands.

Improving In-Store Experience

As a way of leveraging competition by enhancing convenience and customer experience, retail stores across the globe have embarked on improving-instore experiences as a strategic priority. With technology such as interactive kiosks and voice-activated devices, allowing retailers to create greater shopping sophistication, convenience efforts should be made towards building excitement in the stores. As a retailer, you can succeed in market attribution by designing a unique model based on customer data or follow an already existing model. The trick will then be applying the market attribution model to generate personalized synergy between the brands and shopping experience offered both online and offline.
To improve the instore experience among customers, retailers should share information, technology, and tools with associates enabling them to provide value to brick-and-motor shoppers. One way this can be achieved is through mobile technology, where retailers share mobile technology by giving associates such as Walmart mobile devices and applications with the aim of using them identify customers based on their needs, enhance customer engagement, enhance associate training and task management, point of sale (POS), and payment models. In so doing, retailers are able to create convenience in the stores where customers are availed with products without going round stores looking for the shelf where your items are stocked.
The retail industry is in a period of great upheaval and opportunity and change will be inevitable. As retail disruption continues, brands that survive will have to find ways to improve shopping experiences and convenience and provide consumers with the most satisfying post-purchase and loyalty-building interactions. Furthermore, with the retail industry demanding a smaller footprint, retailers will be required to optimize overheads and increase convenience for their shoppers. To accomplish these tasks, you will be required to leverage technology, particularly marketing technology, to meet customers’ expectations at a time when convenience rules the digital space.
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