‘Tis the season for bold and forward-thinking retailers to try new things! Excitement is building as many innovative retailers focus on areas to make the holiday shopping experience better for their customers.
Enhancing Retail Mobile Apps
Some retailers are using mobile apps to help customers spend less time gathering deals and waiting in line, and more on finding the gifts their friends and family want:
- Target makes it easy for parents to play Santa by enhancing their kids’ wish list app. This app includes new holiday games and a kid-friendly search function to add products in a “letter to Santa.” Parents then log into adult mode and respond to the letter, buy the presents directly, and share the list with relatives.
- Kohl’s mobile app lets shoppers gather all their deals in one place by scanning gift cards, Kohl’s Cash, and Yes2You loyalty rewards into a mobile wallet. Customers also enjoy accelerated checkout in stores using Apple Pay.
- Walmart’s mobile app lets customers build holiday wish lists by scanning items while shopping in stores, which can then be accessed by friends and family members using the app’s search feature. The app also directs consumers who order presents online to pickup locations in the store.
Creating a Better Omnichannel Experience
Retailers are also connecting online and offline channels with technology in the store to make sure customers don’t leave empty-handed:
- Gamestop helps customers who want to avoid lines at all costs by letting them order products with their mobile app and pick it up in the store. If a shopper starts their shopping journey in the store, sales associates equipped with mobile devices will help them browse the complete online inventory, ship products to their home, and check out quickly with Apple Pay and Android Pay.
- This year Kohl’s is debuting a “Ready for Pickup” email to alert customers that their order is ready, complete with an in-store map directing them to a pickup kiosk. Customers use just one shopping cart whether they’re shopping from their smart phone, tablet, or desktop.
- Dick’s Sporting Goods is providing customers with an “Endless Aisle” experience. If an item is sold out in the store, the customer can use a digital kiosk to order the item, or work with a sales associate to have the item shipped to their home, often free of charge.
These innovations are supported by Cisco research on digital shoppers, which confirms that shoppers are very willing to use mobile features related to product research, purchase, delivery, and product support. In fact, 63 percent of customers surveyed would use in-store guidance to navigate to desired products, 60 percent would scan barcodes when shopping, and 49 percent would use mobile payments. Retailers can expect improved satisfaction and conversion by investing in mobile experiences that provide convenience and value to the customer, and avoiding features that complicate the shopper journey.
Cisco has also found that retailers can turn shoppers into omnichannel customers by allowing them to use in-store technology to purchase out-of-stock items. In a previous holiday season, Cisco customer Tesco combined online and in-store shopping experiences to exceed online holiday sales targets and achieved more than 50 percent sales growth.
We’re looking forward to seeing what kind of results progressive retailers will deliver this holiday season. Share what innovative approaches you are seeing in the marketplace and where you are placing your bets this season!
For more innovative retail strategies, see our Top 10 list of how you can create the ultimate shopping experience.
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