Our Shopper Research Found - HP® Official Site...‘Customer Desires Vs.Retailer Capabilities:...
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So why are some retailers still waiting before they deploy In-Store Mobile solutions? What do consumers expect from staff who are using mobile devices? This is already the expectation of consumers today, when mobile device usage within the store is still in its relative infancy. This appetite for innovation on behalf of the consumer is only going to increase – which highlights a huge opportunity for retailers. Customer experience is at the heart of in-store differentiation customer experience will overtake price and product as the key brand differentiator 2 All statistics from ‘Mobile Retail: How Mobile is Changing the UK Retail Landscape in 2014 and Beyond’, RetailWeek Reports, 2014 1. ‘Customer Desires Vs.Retailer Capabilities: Minding The OmniChannel Commerce Gap’, aaForrester Consulting, January 2014 2. ‘Customers 2020: The Future of B-to-B Customer Experience’, Walker Information, 2015 3. Based on HP and Microsoft internal research of shoppers say the experience retailers need to improve most is the in-store experience 1 To order products not available in store for delivery at home By 2020 44% To perform the checkout operation and take payment 24% 40% 2015 2020 PERCEPTION: No easy entry point Reality: Retailers can start by taking small steps – creating a solid business case that identifies the benefits, such as associate enablement, cross-sell and up-sell, or better customer experiences all round. Then the ROI metrics can be specified. It’s best to start with a store or regional pilot to evaluate the potential. You’ll be pleasantly surprised. PERCEPTION: Big security headache Reality: Physical devices can be locked, docked and blocked. Neither corporate nor customer data is any more at risk than with fixed position devices. The stringent safeguards against data breach in ‘wired’ tech now apply to wireless. PERCEPTION: Unclear how it adds to the consumer experience Reality: Instant access to information propels the sale, inspires store staff to deliver quality customer interactions, and generates loyalty by enabling more personalised and assisted customer experiences. PERCEPTION: Confuses customers and scares associates Reality: Mobility and technology are now first nature to customers and associates; using them out and about in stores is now in their nature;what confuses them is stores that don’t have it. Store associates love the technology too – it adds quality and efficiency to their roles, elevates their skills and enhances job satisfaction. What’s stopping you? Why wait and see? Smart retailers are taking the initiative, embracing the technology, and engaging today’s tech-savvy shoppers by delivering on their hyper-smart shopping expectations. There’s no time like the present. It’s the future of retail. In-Store Mobile: The New Retail Reality According to some retailers, In-Store Mobile technology has yet to prove its full value. They perceive a world of signal drop-outs, data risks, confused customers and staff. They prefer to wait and watch for further developments. Other retailers are already using mobile devices to transform store operations and drive the ability to connect and serve customers like never before. PERCEPTION: The technology will change before I can deploy it Reality: While advances in the consumer device arena may be difficult to keep up with, business-ready tablet solutions provide extended lifecycles to allow for longer deployments. The ability to immediately check additional store inventory if the shelf is empty The ability to reserve an item and confirm when it can be collected 50% 49% Customer Experience Product Sales Our Shopper Research Found The Irresistible Force Perceptions and Realities © Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Open 3
Transcript of Our Shopper Research Found - HP® Official Site...‘Customer Desires Vs.Retailer Capabilities:...
So why are some retailers still waiting before they deploy In-Store Mobile solutions?
What do consumers expect from staff who are using mobile devices?
This is already the expectation of consumers today, when mobile device usage within the store is still in its relative infancy. This appetite for innovation on behalf of the consumer is only going to increase – which highlights a huge opportunity for retailers.
Customer experience is at the heart of in-store differentiation
customer experience will overtake price and product as the key brand differentiator2
All statistics from ‘Mobile Retail: How Mobile is Changing the UK Retail Landscape in 2014 and Beyond’, RetailWeek Reports, 20141. ‘Customer Desires Vs.Retailer Capabilities: Minding The OmniChannel Commerce Gap’, aaForrester Consulting, January 20142. ‘Customers 2020: The Future of B-to-B Customer Experience’, Walker Information, 20153. Based on HP and Microsoft internal research
of shoppers say the experience retailers need to improve most is the in-store experience1
To order products not available in store for delivery at home
By 2020
44%
To perform the checkout operation and take payment
24%
40%
2015 2020
PERCEPTION: No easy entry pointReality: Retailers can start by taking small steps – creating a solid business case that identifies the benefits, such as associate enablement, cross-sell and up-sell, or better customer experiences all round. Then the ROI metrics can be specified. It’s best to start with a store or regional pilot to evaluate the potential. You’ll be pleasantly surprised.
PERCEPTION: Big security headache Reality: Physical devices can be locked, docked and blocked. Neither corporate nor customer data is any more at risk than with fixed position devices. The stringent safeguards against data breach in ‘wired’ tech now apply to wireless.
PERCEPTION: Unclear how it adds to the consumer experienceReality: Instant access to information propels the sale, inspires store staff to deliver quality customer interactions, and generates loyalty by enabling more personalised and assisted customer experiences.
PERCEPTION: Confuses customers and scares associatesReality: Mobility and technology are now first nature tocustomers and associates; using them out and about in stores is now in their nature;what confuses them is stores that don’t have it. Store associates love the technology too – it adds quality and efficiency to their roles, elevates their skills and enhances job satisfaction.
What’s stopping you?Why wait and see? Smart retailers are taking the initiative, embracing the technology, and engaging today’s tech-savvy shoppers by delivering on their hyper-smart shopping expectations. There’s no time like the present. It’s the future of retail.
In-Store Mobile:The New Retail Reality
According to some retailers, In-Store Mobile technology has yet to prove its full value. They perceive a world of signal drop-outs, data risks, confused customers and staff.
They prefer to wait and watch for further developments.
Other retailers are already using mobile devices to transform store operations and drive the ability to connect and serve customers like never before.
PERCEPTION: The technology will change before I can deploy itReality: While advances in the consumer device arena may be difficult to keep up with, business-ready tablet solutions provide extended lifecycles to allow for longer deployments.
The ability to immediately check additional store inventory if
the shelf is empty
The ability to reserve an item and confirm when it can be collected
50% 49%
Customer Experience
Product
Sales
Our Shopper Research Found
The Irresistible Force
Perceptions and Realities
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Open
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