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A New Framework For Blended Retail

A New Framework For Blended Retail
Delivery & Logistics

In The Future of Retail 2018, PSFK Labs presents a new retail strategy for the convergence of online and offline commerce

PSFK Labs
  • 26 december 2017

Offline retail’s opportunity lies in providing value beyond the transactional moment but brick-and-mortar locations must still fulfill the foundational role of delivering products and services to a consumer in a quick and immediate way. This is a notion shared by Jack Ma of Alibaba. In a letter to his shareholders, he says:

“E-commerce is rapidly evolving into ‘New Retail’. The boundary between offline and online commerce disappears as we focus on fulfilling the personalized needs of each customer.”

In our latest Future of Retail report, our analysts present a blended retail framework builds brand experiences atop a necessary intelligent foundation that gathers insights and streamlines operations. 

STEP 1: BUILD A LIFESTYLE MARKETPLACE

  • Create opportunities for exploration and identity-building
  • Leverage content, education and experiential activations to close the confidence gap and align the shopping experience with customer lifestyles and aspirations

Strategies:

Revolving Discovery
Programming locations with a constant overhaul of brands, products and experiences to reinvigorate customer interest and introduce shoppers to the new and the next

Third Space Connections
Creating communities that bring people together around the halo of a brand and offer new occasions to visit outside of the shopping trip

Integrated Wellness
Capitalizing on the continued growth of the wellness marketplace by making spa, fitness and healthy lifestyle experiences a core part of retail offerings

Educated Confidence
Using hands-on workshops and immersive learning activities in-store to build confidence around purchases, optimize the ownership experience and offer ongoing support

Valued Attention
Transforming previously frustrating shopping moments into luxurious experiences that add value to a retail visit

STEP 2 : DEVELOP A RETAIL OPERATING SYSTEM

  • Develop an intelligence foundation
  • Deliver on a baseline level of data collection and connected fulfillment platforms that analyze and respond to customers’ micro needs and deliver shopping experiences at scale, while improving backend efficiency

Strategies:

Ambient Assistance
Utilizing IoT-enabled infrastructure and chat-based tools to provide shoppers and associates with access to always-on information, support and navigation assistance

Synced Profiles
Designing log-in experiences within physical environments that trigger tailored service, recommendations and in-store activations, while simultaneously syncing customer experiences both on- and offline

Intelligent Infrastructure
Approaching retail floors as data-rich environments to review behavior and feedback, as well as sales and merchandising strategies

Frictionless Convenience
Using a mix of automation and expedited services to remove friction from in-store browsing, transactions and returns

Networked Logistics
Transforming supply chains and logistics streams from linear to disintermediated models for immediate access and delivery at scale

The Future of Retail 2018 outlines how companies can transform their stores into experience centers that extend their supply chain and digital commerce platforms, creating mutual value with a focus on shopper experience. Members can download the report today or all readers can immerse themselves in the findings at our retail conference on Jan 17, 2018.

+Brand Introduction
+customer experience
+fitness / sport
+future of retail 2018
+IoT
+Product Promotion
+psfk labs
+retail
+Seamless Delivery
+sport & fitness
+technology

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