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How To Keep Pace With New Customer Demands In Stores

Consumers browsing and buying behaviors are evolving at a rapid pace.

In fact, they are starting to become more empowered and knowledgeable
than store associates! Following are a series of consumer expectations,
and how retailers are responding to create a compelling and memorable
shopping experience.

Omnichannel
Expectations

Mobility

POS Updates
Employee
Empowerment

Inventory
Management

Omnichannel Expectations
Omnichannel Consumers expect their favorite brands
Expectations
and retailers to deliver a consistent and
memorable experience across all channels.

Consumer Trend Retailer Response

49% of consumers believe

37% of retailers say
store systems are too difficult
the best thing retailers can do is better to change and adapt to an
integrate in-store, online and mobile omnichannel strategy.

27%
shopping channels.

say budgetary
constraints prevent them from
moving forward.

POS Updates
POS Updates New tools and technologies are emerging to make
shopping quick and easy. Retailers can create a
great experience for time-starved consumers by
offering more flexible payment options in stores.

Consumer Trend Retailer Response

14% of consumers would

like to use a mobile device instead of
Only 41% of retailers believe
implementing a more modern POS
a credit card. platform is very valuable in achieving
omnichannel excellence.
Thankyou!

Mobility
Mobility Smartphones have become consumers
shopping companion of choice. But overall,
retailers are not empowering associates or
engaging customers using mobile devices.

Consumer Trend Retailer Response

The market will be worth

$721 billion,
with more than
33% of retailers
have no plans to implement
450 million users, handheld mobile POS
devices within the next
by 2017.
three years.

Inventory Management
To keep consumers in a store, retailers Inventory
Management
must ensure their inventory levels are
aligned with store- and chain-wide demand.

Consumer Trend Retailer Response

Up to 13% of shoppers Retailers lose $818 billion

leave a store without making an intended annually due to inventory distortion.
purchase due to out-of-stocks.
Out-of-stocks make up
56%, or $456.3
billion, of this total loss.

Employee Empowerment
Although technology can help enrich the in-store
shopping experience, store associates still play a
Employee
vital role in a successful browsing and buying Empowerment
journey. But are retailers giving employees what
they need to succeed?

Consumer Trend Retailer Response

64% of consumers wont purchase

something again if they are very dissatisfied
47% of retail employees say
theyre unfamiliar with the products they
with a customer service interaction. are selling.
?

See where else NEC can help you improve the in-store shopping experience.
www.necretaildirection.necam.com/WellConnected

Sources
http://newsroom.accenture.com/news/accenture-study-shows-us-consumers-want-a-seamless-shopping-experience-
across-store-online-and-mobile-that-many-retailers-are-struggling-to-deliver.htm
http://rsrresearch.com/wp-content/uploads/2013/06/2013_XChannel_rpt_RSR.pdf
http://www.gartner.com/newsroom/id/2504915
http://www.retailtouchpoints.com/mobile/2627-ihl-group-dissects-mobile-pos-hype
http://www.chainstoreage.com/article/it%E2%80%99s-time-address-out-stocks
http://www.retailtouchpoints.com/in-store-insights/1647-ihl-report-shows-818-billion-lost-annually-in-global-retail-inventory-distortion-
http://www.slideshare.net/helpscout/75-customer-service-facts-quotes-statistics
http://www.retailtouchpoints.com/in-store-insights/2814-40-of-consumers-shop-online-to-avoid-uninformed-associates