customer journey
Convenient
fun & easy
How digital touchscreens will improve the
in-store experience for your customers
By Luke Wilwerding, Director North America Sales, Elo – www.elotouch.co.uk
To remain competitive with online
retailers in 2018, bricks and mortar
stores must continue to innovate
and enhance the in-store customer
experience. Many retailers are aiming to
drive more profits by blending online and
in-store options to create a better, more
convenient shopping experience. We
can also expect retailers to make heftier
investments into interactive touchscreen
technology to cater to changing shopper
preferences and needs.
Buy-online/pick-up in-store
One way retailers are making shopping
more convenient is by offering buy-
16 KIOSK solutions
online/pick-up in-store (BOPIS) options
to their customers. In fact, half of
consumers reported using BOPIS
in the past year according to a JDA
survey. This will ultimately change
the way sales associates interact with
shoppers, allowing them to be more
informed about customer preferences
to make better recommendations and
suggestions. Additionally, enabling
customers to purchase items ahead of
time can help reduce time spent waiting
in line, which should in turn improve
the customer journey and, ultimately,
their loyalty to the brand or store.
Happy customers are often returning
customers.
Starting a digital pick-up program also
presents upsell opportunities in-store
by using intelligent recommendation
engines/software. These ‘engines’ can
pair items together. For example, if a