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How Technology Can Improve the In-Store Experience

In-store technologies can help employees be better informed

October 17, 2016 | Retail & Ecommerce | Technology

In-store technologies can enhance the shopping experience, and many retailers are seeing the benefits of them. A June 2016 survey found that technology can help retailers reach more consumers, as well as better inform in-store employees.

Opportunities for In-Store Technologies According to Retailers Worldwide, June 2016 (% of respondents)

Retail Systems Research (RSR), sponsored by Manhattan Associates, a supply chain software company, surveyed 125 retailers worldwide and asked them to select the top three opportunities for in-store technologies.

More than half of respondents said that in-store technologies help them win new customers, as well as retain current ones. And 47% said it helps them maintain and improve the customer experience.

Increasing revenues while holding down operational costs, bringing more of the digital experience into stores and making employees smarter and better informed were other opportunities retailers mentioned.

Tactics to Improve the In-Store Experience According to Retailers Worldwide, June 2016 (% of respondents)

Of course, many of these issues are related. Improving the customer experience could be a way to help the company retain customers. And having better-informed employees could be a way to do both. When the retailers were asked to select the top three opportunities for improving the in-store experience, most responses revolved around workers. For example, more than half of retailers said that empowering employees who use technology was important to improving the in-store experience.

Roughly half said that finding ways to make employees more productive can also improve things, and more personalized attention from employees was another tactic mentioned.

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