Four Retail Technology Trends Resellers Should Consider

by Jennifer Clark on November 29, 2017 · 0 comments

in Retail,Technology

It’s been said that customers don’t want a kayak, they want a Facebook picture. What was once just a boat is now the opportunity to show off someone’s outdoor prowess in a beautiful, serene photo. With this in mind, customer service has evolved to reflect the same technology the average consumer interacts with in his or her daily life. Customers want an incredible experience while shopping—both in person and online—so retailers must compete to create memorable and innovative shopping opportunities from the minute someone walks into a store or visits them online.

As a result, resellers are keeping up with these demands equally, and must be poised to sell the latest and greatest technology solutions that will keep retailers ahead of their competition. Below, we’ve outlined four customer service trends that are shaping the retail market, and make sense for resellers to consider.

Personalization

We all know it would be great if our favorite stores remembered our names, but knowing that’s nearly impossible, there are various ways to incorporate personalized shopping experiences into brick-and-mortar stores. Fast-food kings like Chick-fil-A now ask for your name as you enter the drive-thru. While keying your name into a tablet, Chick-fil-A provides the convenience of the drive-thru with the personalization you might have inside. At the window, you are greeted by name, regardless if you’ve ever met the store associate. This same level of personalized shopping can be achieved with dynamic online content reflecting your browsing history. It’s no coincidence your last-viewed items show up in your email box or on your social-media site. In short, personalization creates a better customer experience that encourages brand loyalty, so resellers should offer technology that enables this capability.

Corporate and Social Responsibility (CSR)

Transparency among retail outlets is a big deal to loyal customers. With millennials now favoring working for employers who have a documented CSR policy, it’s no surprise they also want their favorite stores to support the environment or other noteworthy causes. Think of TOMS shoes, which donates a pair of shoes for every pair you buy, and has expanded to eyewear and water assistance. Companies who are sustainable, charitable, socially conscious, and transparent with their manufacturing efforts typically have an advantage over those who don’t make their ties to corporate responsibility a priority. Look for opportunities to help a retailer get involved, or help them publish their involvement more publicly, to attract a new demographic of shoppers.

Payment

Just as check and cash payment methods are becoming rarer, it’s not completely far-fetched to envision a day when credit and debit cards are obsolete. Mobile payment solutions, such as ApplePay, Google Wallet, Venmo, and PayPal, are viable payment methods for purchasing goods both in-store and online. Further, some stores like Kohl’s are creating their own payment apps that combine coupons, rewards points, and credit cards in one easy-to-use mobile solution. With app development being a continuous area for investment, look to help retail stores create a custom payment solution or implement NFC (near-field communication) technology that allows alternative payment methods in addition to traditional POS hardware.

Omnichannel Shopping

Part of the allure of online shopping is the ability to compare prices, read reviews, and research a product before making a purchase. Yet, it’s also satisfying for shoppers to have the opportunity to touch and feel a product while speaking to an in-store associate. Omnichannel shopping is another trend that allows customers to have a seamless shopping experience whether online or inside a store. It can even combine the two. Think of tablets and kiosks that bring the online experience into a brick-and-mortar store. Crate and Barrel allows you to scan a product and learn more about it as you would online. Best Buy provides price checks and comparisons in the store. McDonalds’ kiosks can reduce wait times, and other restaurants provide pay-at-the-table terminals with combined Wi-Fi connected tablets for Web browsing, games, and more. Stores providing unique in-store experiences will thrive, and resellers who can help retailers create omnichannel shopping experiences will see more opportunities for success.

To learn more about any of these trends, or get started with the technology mentioned above, please contact Jamal Strother at jamal.strother@scansource.com for more information. ScanSource POS and Barcode will provide you with the solutions, education, and technology you need to best serve your customers.

 

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