When a consumer browses a product or online store, ads seemingly follow them around the internet, enticing them to come back, take another look, or buy. When the same consumer is in a physical store, the retailer still has options to bring the customer back to the product and encourage them to buy. The challenge is how to use the data – the demographics, shopper preferences, and previous physical browsing history – to build an in-store experience that’s similar to an online experience.
Data Rich, Information Poor
Today’s retailers have access to more personal customer data, including tracking online and mobile searches through browser cookies and location data, in-store facial recognition technology, NFC, e-wallet, RFID tags, beacons, or simply monitoring whether a customer opens the store’s emails.
The challenge is not necessarily obtaining the data. The trick for retailers is now to figure out how to use all the data they accumulate to create better in-store experiences and products. Retailers are data rich, information poor.
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Random gathering of data, originally intended to move retail into the future, now challenges retailers to thoughtfully formulate its use. Used properly, valuable customer information can personalize messages, customize preferences, appeal to each individual shopper in a social way, and digitize their shopping journey.
To help retailers employ the overwhelming mountain of data, NEC retail solutions go beyond “cool hype” to provide value and increase efficiency. As an example, Stanchion™ Store software from NEC offers real-time access to data, enabling stores to respond faster to customers, improve communications and increase in-store productivity.
Easily configurable and cross-platform agnostic, retailers can expect:
- The ability to control point-of-sale (POS) specific tasks, including modifying the user interface, searching for products, checking prices and more.
- Enterprise-level, back-office capabilities including managing all aspects of in-store operations and system administration.
- Fast and flexible tools for managing shelf labels, reporting, producing promotional displays, activating campaigns on the fly, and managing data through all stores.
- Customization based on local-level market demands and reporting to help increase sales.
See how NEC is using data analytics to digitize the shopping journey
Data Security and Customer Loyalty
Retailers must also consider that customers will stay loyal if their data is accessible and secure. Consumers want to be able to easily obtain and opt out of stores’ access to their personal and financial information. Data breaches and hacking have made some shoppers wary of sharing or storing their data with online or traditional retailers.
As stores continue to amass customer data, their responsibility for its use becomes greater year after year. Retailers need to understand their options for using customer data and how it can create a stronger relationship between customers and stores. With technological advances and online retailers ambitiously considering the future of shopping, partnership and guidance is required instead impulsively purchasing disparate solutions.How can #retailers create a stronger relationship between customers and stores using #data? #CX Click To Tweet
The bottom line is this: if a shopper continues to have a positive experience with the retailer and feels a sense of reward for remaining loyal and relinquishing their information, the retailer may have created a customer for life.
Use of Data for Cashless Payments
Amazon Go, the new “grab and go” concept uses current technologies, but employs the data like never before. Shoppers are encouraged to walk into a prototype store, pick up their items, and simply walk out, without any interaction with a cashier or checkout counter.
For retailers to consider a similar concept, solutions to manage mobile POS, supply chain and inventory, and biometrics or facial recognition for payment are helpful. While shoppers are looking for convenience, they may still need to interact with retail employees within the store. Inventory must also be managed and restocked as customers make purchases.
NEC’s NeoFace® facial recognition engine is recognized as providing the highest level of authentication accuracy and is currently deployed among law enforcement agencies around the world. After a series of trials with Japan’s SMBC and Sumitomo Mitsui Card in late 2016, NEC debuted NeoFace® as a facial payment solution at 2017’s NRF Retail’s Big Show.
The technology matches pre-registered customer images with those in the POS system. Customers are also given a PIN to secure their account and confirm their identity. As with the Amazon Go prototype, NEC is tracking the solution through its trials with SMBC and within the company’s headquarters in Japan.
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Digitizing the Shopping Journey
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