Kiosk Solutions Issue 13 - Page 16

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 – 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