pass Lauren Matthews, leap
Author Lauren Mathews discusses the importance of fully experiencing innovation in a hybrid world. Solis book, X: Experience when business meets designcouldn’t be more timely.
In her article, she writes…
90% online research purchases Before making in store.
Customers want an unforgettable experience when shopping in a store. The retail store experience brings a brand’s story and values to life.
But retailers can’t just rely on Instagram moments and digital screens to make their stores stand out. While these can be vital tools, brands must consider how technology can be used to enhance the customer experience.
How do you build lasting connections with customers? To create a store experience that resonates, brands must evaluate every step of the customer journey.
The store experience is critical to increasing customer loyalty. A valuable store experience will increase foot traffic, conversions and lifetime customer value.
To that end, she advises retailers to: 1) build brand awareness, 2) address new consumer habits, and 3) increase engagement and loyalty.
Brands cannot rely on a blueprint to create an authentic experience. When designing your store experience, you should consider how your brand story will be communicated at every touchpoint.
1. Use store design to bring your brand to life
2. Encourage customers to interact with your product
3. Create opportunities for engagement
4. Focus on personalized customer service
5. Reimagine the fitting room
6. Use technology to enhance the customer journey
Brands must consider how to integrate technology. For Brian Solis, head of global innovation at Salesforce, digital tools should create a seamless customer journey.
Solis believes that technology is designed to enhance the experience by invisibly bringing moments of transaction to life.He shared a special McKinsey interview When exploring retail in 2030, “Technology shouldn’t feel intrusive and suffocating. It should be in the background.”
According to Solis, the future of retail includes the continuous practice of customer empathy, experience innovation and the integration of seamless technology and digital solutions to reimagine the store and the journey forward…
“Retailers can no longer just build fixed structures and rely on ‘how much can we squeeze out of this design before we need to retrofit? “The business model. The business model is being reinvented. It’s about being agile, evolving, staying culturally relevant.”
Solis recently Salesforce Retail and Consumer Goods Summit in Melbourne, Australia. Customer experience is more than just customer experience. We have to remind ourselves that this is “customer experience”. The importance of this is underscored by making CX possessive by adding an apostrophe.
After all, customers own their experience. The standard for mediocre and extraordinary experiences is shaped by everything in their lives, except retail. Your source of inspiration starts with exploring the best and worst experiences in every aspect of the evolution of consumer lifestyles.
