29.09.2015 THE NEW RETAIL CHALLENGES: RETHINKING CUSTOMER RELATIONSHIPS

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Responsive retail, clienteling . . . there are so many new terms that tell us that physical stores and e-commerce are now partners. With digital technology a daily part of consumers' lives, they have become informed and demanding. So the customer experience should be unique and present an adapted, coherent offer. And personalising offers helps create loyalty in increasingly fickle consumers. Analysing data – smart data – is a tool that brands understand and appreciate; it's indispensable for developing the most appropriate offers and services.


This expanded customer experience also supposes integrating omni-channel development, meaning the use of all available retail channels: physical, mobile, web, etc. According to a survey by Cylande, 86 percent of the brands questioned think that's it's good strategy to integrate an omni-channel approach*. And though consumers still enjoy physical stores, mobile phones and the web create growth and a synergy that are now indispensable. At the recent 2015 Retail's Big Show, Bill Simon, (ex Walmart), James Curleigh (Levi’s) and Baljit Dail (JDA Software) announced that stores are the future of commerce. And Bill Simon confirmed, 'For the past two years, most growth has happened thanks to the interaction of physical stores and e-commerce'. And the result, according to Baljit Dail, has been the emergence of the 'smart store' or a way to offer clients everything.


They will be at TRAFFIC in the Retail zone: 3 SIX 9, AKDV, ALU, AMERICAN SUPPLY, BONAVERI, BULLE, IGLOO, MUSIC WORK, MY POP UP STORE, THE FRENCH TALENTS, THE OTHER STORE, UNIBAIL-RODAMCO, URBAN RETAIL.


Participate in the 'Omni-channel retailing at the service of consumers' conference on Wednesday 4 November at 13:00 in the Conference Area.



*IDC survey for Cylande with 57 French retailers on their upcoming strategies and technologies.


Photo: Studio Milou © Fernando Javier Urquijo


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