I 2021 slet varehandelen med mangel på arbeidskraft, materialmangel og flaskehalser i leverandørkjeden. Når vi går inn i 2022, tar retailbransjen lærdommen fra året før ved å fornye og styrke sine omnikanaltilbud. Dette gjør de for å sikre prosessene sine og bekjempe de ovennevnte utfordringene. Løsningene gir en sømløs handleopplevelse på nett og enda viktigere, i butikken.


I søket etter å ta den fysiske butikken din til neste nivå, her er våre beste tips for å skape en uforglemmelig shoppingopplevelse.

1. Teknologi er nøkkelen til høyere effektivitet

Teknologi har blitt en viktig ressurs for detaljhandelen. Det kan skape konkurransefortrinn og bidra til å konvertere en kunde fra en annen merkevare til din. Hvis du vil vite hvordan du kan forbedre kundeopplevelsen for retail, bør du holde deg oppdatert på nye trender, som for eksempel muligheter for selvbetjening ved betaling og click & collect. Disse innovasjonene frigjør tid for ansatte til å fokusere på kundene og salgsstøtte i butikk. Lange køer i kassen bør fases ut en gang for alle ved å utstyre hver butikkmedarbeider med en håndholdt mobil betalingsenhet – spesielt i høysesongen. Å akseptere kontaktløse betalingsalternativer bidrar også til å øke kundetilfredsheten.

I leveringsprosessene bør forhandlere også vurdere automatisering for å skape mer effektivitet som resulterer i raskere leveringstider og forbedret kundeservice. Et eksempel på automatisering av leveranser kan sees hos Walmart, hvor automatiserte roboter brukes til å hente varer på pick-up sentre. I tillegg investerer enkelte store aktører i selvkjørende lastebiler for å sikre en raskere leveringstid og en forbedret kundeopplevelse.

2. Sømløs bemanning og butikkdrift er et must

Å bruke teknologi for å forbedre en butikks effektivitet er viktig, spesielt når man står overfor utfordringer, som for eksempel mangel på ansatte. Smarte pakkeskap, tilbyr for eksempel en selvbetjeningsmodell for henting og retur av ordre, noe som frigjør butikkpersonalets tid til andre oppgaver, som kundeinteraksjoner i butikken. Løsninger som Click & Collect eller Buy Online, Pick-up in Locker (BOPIL®) lar en kunde hente en ordre på mindre enn ett minutt. Enda viktigere er det at en kunde som opplever en ventetid på to minutter eller mindre har fire ganger større sannsynlighet for å kjøpe igjen og forbli en lojal kunde i fremtiden.

Når en kunde velger å kommunisere med en ansatt mens hen handler i en butikk, er det viktig at interaksjonen gir en eksepsjonell kundeopplevelse. Alle ansatte bør være positive og klare for å hjelpe kunder, levere en opplevelse som oppfyller deres forventninger til kundetilfredshet, gi produktforslag og forklare butikkpolicyer.

3. Don’t let returns make or break your customer experience

Delivery and returns have become a hot topic among customers, making or breaking a consumer’s experience when shopping with a retailer. Forrester reports that in the US, three out of five US online adults prefer retailers that offer free return shipping.

Retailers recognize the high cost of returns management. However, they’re hesitant to change their liberal return policies because they believe it could harm their reputations and sales. After all, 92% of consumers surveyed said they would buy again if the product return process is easy.

It should come as no surprise that the National Retail Federation (NRF) reports “spending on global reverse logistics technologies will spike in 2021 – forecast last year to hit $604 billion by 2025 – as retailers seek to alleviate a major pain point in the shopping journey and minimize the cost of returns”.

To survive and thrive, retailers must invest in upgrading the returns process. Having a flexible returns policy is one way to improve the customer experience; retailers will need to adapt their policies to maintain a competitive advantage. Offering multiple returns methods is critical and means accepting returns at the store, via smart lockers, or through third-party networks that don’t require a box or label. Of course, retailers must understand who is returning items and why to help lower their return rate

4. Sustainable practices are needed

Sustainability initiatives and an understanding of a retailer’s environmental impact can influence a consumer’s brand awareness and loyalty. This has led to many brands pledging to introduce sustainable practices into their business model, such as H&M, with their Chief Executive, Helena Helmersson, telling climate-action group Race to Zero in October 2021 that there needs to be a “different approach to how fashion is designed, made, and used.”

Returns also play a role in the industry’s environmental impact, as very few returns go back onto store shelves. Return shipping costs, out-of-season merchandise, inspection costs, and repackaging fees translate into many retailers dumping the merchandise to discounters or landfills. With this in mind, retailers should strongly consider implementing plans that focus on reducing their carbon footprint and overall environmental impact.

5. Make the move towards upcycling

Upcycling and more circular product lines, such as second-hand shopping, can help retailers bring back the fun factor while growing sales. Research shows that there is growing interest in recycled clothes. It’s estimated that the secondhand market will reach $53 billion by 2023 with the industry growing 11 times faster than traditional retail.

For instance, online consignment and thrift store brand thredUP has inked deals with Macy’s, JCPenney, and Walmart – bringing the scavenger hunt appeal to the shopping experience. Retailers themselves are also walking into the space with Lululemon, Nike, REI, and John Fluevog (the Fluemarket) setting up an online shopping experience for those interested in pre-loved items.

6. A Personalized Experience Builds Loyalty

Personalization is not only for online retailers as it works for in-store experiences as well. Sephora, for example, offers in-store makeovers, allowing employees to create personalized product recommendations. Grocers also use personalization by tracking purchases and making recommendations for similar items, allowing them to increase their attachment rate with coupons sent to customers via their brand loyalty program.

Offer Unique In-Store Experiences

Modern customers want what they want, when they want it. Speed and convenience will continue to play important roles in creating a better in-store experience and in influencing purchasing decisions. Standing in long lines for checkout, merchandise pickup, or returns is no longer acceptable, therefore creating positive and frictionless experiences is crucial to ongoing success.

Contact us today to learn how our locker solutions can help you improve your in-store experience in 2022 and beyond.

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En lang historie med ledelse i verdensklasse

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Anerkjent av ekspertene

Gartner, Forrester og Aspire

Ekspertise

Ekspertise

8 milliarder personlige opplevelser årlig

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Dokumenterte resultater

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