Trend: Service With An Opt-In [The Future Of Retail]

Trend: Service With An Opt-In [The Future Of Retail]

PSFK's latest Future Of Retail report helps answer how retailers can meet shopper's demands of "Give Me Personal Attention And Better Service”.

Allie Walker
  • 14 july 2012

In the analysis in our latest Future Of Retail Report, the PSFK Consulting team found that shoppers are sharing their personal data with retailers and brands through opt-in platforms to trade for a better level of service. By having access to information like preferences and purchase histories or biometric fit profiles, sales associates and service representatives can deliver more personalized interactions and tailored product recommendations. This allows for a more customized and thoughtful shopping experience than was previously possible.

Five key manifestations of the Service With An Opt-In trend include:

Stylists Look At Past Purchases To Tailor Advice Over Live Chat

Neiman Marcus App Provides Sales Staff With Customers’ Preferences

Mobile Payment App Lets Customers Pay Just By Saying Their Name

In-Store Tech Diagnoses Customers And Offers Personalized Skincare Advice

Ford And State Farm Partner To Lower Insurance Premiums Based On Driving Habits

How can businesses leverage this Service With An Opt-In trend? In PSFK’s Future Of Retail report we feature a list of possible opportunities including:

  • Allow shoppers to dictate their experience within a store by enabling them to specify customer service and privacy preferences within a retailer’s mobile application.
  • Arm sales staff with client data that reveals a shopper’s history of likes, wants and shares, as well as past purchases, enabling staff to make tailored recommendations.
  • By understanding who has entered the store, queue up information for sales associates to make check-out experiences ‘one-click’ for their customers.

A summary of the Future of Retail report is available to view for free – and a download of the full 100 page document can be ordered today.



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