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The Customer Connected Store: 2011 Store Operations Automation Best Practices
Aberdeen Group, March 2011, Pages: 15
The December 2009, the 'Automated and Connected Store' benchmark report indicated that a major disconnect exists between strategy and performance at the store-level. For example, survey results indicated that personalization of the customer experience is important for 61% of retailers, yet not essential to 83% of these same organizations. The report noted that store strategy needed re-thinking as 'next generation store experience and personalization are deeply intertwined for creating long-term and lasting customer relationships across all channels but more importantly in stores'.
This year's survey shows that retailers have heard that message, and have begun to act. Personalization of in-store experience (identifying customer preference, merchandising, promotions, the actual sale, and continued customer contact), for example, is one of the major strategic areas of improvement for the next two years (40%). This could have a considerable impact on how stores are managed in the foreseeable future by overcoming the legacy hurdle, and set mind-sets both in terms of operations, and systems. This report details the ongoing transformation within the store environment and highlights other major likely issues that will shape the relationship between the store and its customers, as well as the store employees.
Key report benefits:
- Optimize Promotions
- Poll POS Data in Real-Time
- Personalize the Customer Experience
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