4 Ways Retailers Are Using Mobile To Step Up Service In Physical Stores

4 Ways Retailers Are Using Mobile To Step Up Service In Physical Stores
Cafe & Restaurant

We round up some of the best examples from our Future of Retail 2018 report of retailers building mobile experiences as part of a future-forward service

PSFK Labs
  • 1 january 2018

In order to succeed with today’s highly connected shoppers, brands must be be flexible and innovative in how they integrate physical, online and mobile retail. Success relies upon accepting a new principle: All retail is now digital. By starting with a solid foundation of digital intelligence, retailers and brands can meet the needs of shoppers in entirely new ways.

When developing retail experiences, brands must envision how that fits into the larger digital retail ecosystem, where data is shared fluidly between physical stores, e-commerce and different departments. Below, we round up some of the best examples from our Future of Retail 2018 report of retailers building new mobile experiences as part of a future-forward service.

Walmart Returns Take As Little As 60 Seconds With Mobile

Walmart is offering a simplified pickup and return process for online purchases by introducing in-store self-service kiosks, Pickup Towers and an app-based Mobile Express Returns service. To use the U.S. retailer’s Pickup Tower, customers scan a barcode on their purchase receipt. Within 45 seconds, a door on the machine opens, and the items appear on a conveyer belt. To make a return, customers can use the Walmart app to identify and select the products they want to return, go to the store, scan the QR code on the card reader and hand the item to the associate. Refunds are credited back to the payment accounts as soon as the next day.

Simon Chatbot Brings Digital Assistance To Brick And Mortar

Mall operator Simon Property Group is using mobile chatbots to deliver personalized assistance to shoppers in over 200 of its North American locations at scale. The U.S. company’s Facebook Messenger chatbot connects consumers with real-time information pertinent to their particular location including maps, retailer directories and hours of operation. The chatbot is part of Simon’s broader strategy to bring digital experiences to the brick-and-mortar environment in order to ease consumers’ searches.

Dynamic Coca-Cola Sign Draws From Data

Coca-Cola has developed in-store digital signage that uses data from approaching shoppers’ mobile phones to create specific content messaging. The U.S. soft drink maker’s system delivers custom content to all screens connected to a Google Chrome OS device and Google Chrome Kiosk App. Coca-Cola’s targeted messaging ranges from brand campaigns to promotional offers and app-guided shopping lists based on a shopper’s location and mobile data. The result, with the advanced end caps, is a more personalized experience that leads to more sales.

Alibaba Store Tracks Shoppers’ Selections As They Go

E-commerce company Alibaba is introducing Tao Cafe, a cashier-free retail store that uses facial and voice recognition systems. Customers scan a QR code at the entrance and are tracked with facial recognition cameras while shopping. When a customer is ready to leave, they are able to pay through their phone, allowing them to shop without ever having to wait in a line. By enabling people to leave as soon as they have all the products they want, Tao Cafe alleviates the stress and delays often associated with busy stores.

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.

In order to succeed with today’s highly connected shoppers, brands must be be flexible and innovative in how they integrate physical, online and mobile retail. Success relies upon accepting a new principle: All retail is now digital. By starting with a solid foundation of digital intelligence, retailers and brands can meet the needs of shoppers in entirely new ways.

+Alibaba
+Brand Introduction
+coca-cola
+consumer goods
+customer experience
+Facebook
+future of retail 2018
+Google
+In-Store Assistance
+IoT
+mobile
+Mobile
+retail
+technology
+Virtual Commerce
+Wal-Mart
+Walmart

Learn About Our Membership Services

Need Research Help?
As a member you can ask us any research questions and get complimentary research assistance with a 4-day turnaround. Reports inclde stats, quotes, and best-inclass examples on research topics.
Remain Informed & Strategic
We publish several trends reports each month. By becoming a member you will have access to over 100 existing reports, plus a growing catalog of deep topical analysis and debrief-style reports so you always remain in the know.
See Trends Come To Life
Meet your peers and immerse yourself in monthly trend and innovation webinars and discounted conferences.
No search results found.