Future Stores Miami

February 07 - 09, 2017

JW Marriott Miami, FL

Contact Us: 1.888.482.6012

How to Unify the Retail Customer Experience

How to Unify the Retail Customer ExperienceHow to Unify the Retail Customer Experience
New from Future Stores and Kibo Commerce comes the latest research in integrating brick and mortar into a highly sophisticated omnichannel strategy. Get your copy to discover:
  • The latest in-store technologies
  • Seamlessly integrating customer data
  • Fulfillment options that your customers want


Executive Summary

According to the U.S. Census Bureau, in their Q1 2016 Retail E-Commerce Sales report, ecommerce sales in that quarter accounted for only 7.8% of total retail sales. But while total retail sales had decreased by 0.2% since the previous quarter, ecommerce sales grew by 3.7%. On average, physical stores continue to be a foundation for retailers, and the channel through which they acquire the majority of their revenue. However, growing appeal for ecommerce has challenged retailers to redefine the ways in which they engage with their customers, and make sense of a retail environment in which these channels often seem to compete. In essence, retailers’ challenge is simple—meet the demands of their customers. As customers approach ecommerce, their expectations go beyond that single channel into a connected commerce environment that retailers must be prepared to deliver. To do so, they must effectively bridge the gap between consumers’ digital and in-store shopping patterns, and drive traffic between the two without losing consumers’ business and their loyalty. Retailers have made progress in this direction—however, on a relatively untested landscape, concerns over investing in new technologies have delayed important steps forward. For example, retailers struggle to achieve accurate inventory visibility across all of their technologies, making it difficult to meet consumer demands. Consumers want their in-store and digital experiences to be as engaging and as customizable as possible. As retailers’ service levels grow, their websites need to easily display inventory that is in-store; and without difficulty, an employee must quickly look-up a consumer’s shopping history, both online and offline, to make a return. 

In this paper, we will discuss how a complete integration of business-critical technologies can drive in-store retail and improve the overall retail practice. This includes using ecommerce websites to show in-store promotions, pickup methods and loyalty programs; using order management systems (OMS) to offer pick-up or ship-from-store; using an in-store mobile platform to help save-the-sale; and more.

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