To better balance safety and convenience and offer greater personalization and flexibility, retailers are integrating technology and data into their physical stores, empowering both shoppers and associates with mobile-activated experiences and expanding access to value-add services like in-store appointments and BOPIS.
In this report, PSFK explores how retailers across a range of verticals are evolving their physical spaces in order to elevate customer support and foster convenience and safety to improve confidence and encourage visits. Learn how companies are leveraging enhanced back-end systems to meet new consumer needs, as well as implementing the necessary upgrades for today’s tech-supported physical shopping experience, and how stores can be transformed into an operational advantage and CX differentiator.
Published January 2021
Meeting the demand for speed and immediacy by using the physical store and other convenient locations to fulfill online orders and facilitate a hassle-free return process, meeting consumers on their own terms and adapting to their ever-changing set of needs through flexible pickup and delivery options.Responsive Merchandising
Companies are sitting on a wealth of data about their shoppers, their stores and the broader marketplace, but they often lack the internal capabilities and creative insight to put it to use. Successful brands and retailers are differentiating themselves with data-led initiatives that enable them to quickly adapt or even anticipate shifts to be first to market with new products inspired by local purchase patterns to better serve the needs of their customers.Value Added Service
Offering complementary services and personalized interactions like repairs or educational support that extend the role a brand can play in customers’ broader lifestyles and integrate a product or brand into their daily lives. This also incorporates turning physical outposts into service hubs, leaving the transaction to ecommerce.Multi-Functional Store
Creating physical store locations with multi-purpose designs to accommodate different shoppers’ preferences and needs, from the passive consumer to fully engaged brand fans and members.VR-Enabled Store Design
VR-enabled platforms allow retailers to visualize store layout, merchandising presentation, staffing distribution and other in-store design opportunities prior to implementing them at scale.