Some repercussions of omnichannel’s impact on stores can be predicted and others you have to live through. This holiday season is expected to be the highest volume click & collect ever. And next year probably will be too. Do you think retailers will need to make massive investments to adequately handle click & collect and ship-from-store, or will quick fixes suffice?
Predictive personalization’s greatest pitfall is retailers themselves. Why? Because they don’t trust the technology. Does personalization have a trust issue in retail? What advice would you have for technology providers working to gain adoption among retailers?
During a panel at the CONNECT Mobile CX Summit in Philadelphia, panelists from Jersey Mike’s, Kohl’s and Brookstone talked about unintended consequences from their early efforts at click & collect. What do you think are the most and least obvious challenges for retailers in embracing click & collect?
Do retailers realize how important curation is when it comes to differentiating their brands? Short answer: Nope. If you can’t explain to customers why you’re different, then the only thing you have available to compete on is price — and maybe availability. What role does curation provide in helping retailers differentiate from the competition?
There is a point where customer engagement leads to more sales. But there is also a point where it leads to diminishing returns. That’s the beauty of the sales per engagement-minute spent metric. Do you see merit in retailers using an engagement-minute spent metric?
Who owns the customer experience? The discussion usually focuses on the conflict between merchandising, which “knows” the customer best, and marketing, which owns customer data and communicates with the customer. Do you see conflicts or challenges in store operations driving in-store engagement versus other teams?
The reality is that user experience design and the process of rolling out software (and hardware) to stores is just not that smooth, and it may never be. Why is the digital transformation still largely missing from the physical store experience?
Retailers might think they’ll know when they reach the point where consumers say, “Enough! I will pay for better service,” but the reality is, there’s a lag between when consumers have had enough, and when retailers figure that out. At what point do you think consumers are willing to pay for service?
While sometimes used interchangeably, dynamic and personalized pricing are not the same thing. Do you see a bigger potential benefit for retailers using personalized pricing versus dynamic pricing?
About a month ago, a six-year old managed to order a dollhouse and six pounds of cookies by interacting with Alexa. A lesson in setting a PIN for mom. In what ways are voice assistants a threat to retailers? Should retailers be looking to partner early on with Echo or one of its rivals?
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