IoT device management solutions have become almost indispensable for a better experience. Consumer behavior is the best indicator of changes in economies. Buyers increase as soon as improving economy gives them purchasing power. This is why retailers have to monitor consumers continuously. The technological development of the web, easy access to the internet and online assessment tools gives a powerful weapon to enhance customer shopping experiences. It is common sense that customers are likely to return to repeat a most satisfying experience at a specific retailer, be it online, a huge mall or smaller brick and mortar place.
SOTI, leaders in trusted mobile and IoT device management solutions, has confirmed this trending with its latest research report.
Self-service and mobile tech changing shopping experiences
A questionnaire used in a survey of over a thousand consumers in the UK was used to pinpoint shopping habits and preferences. Apart from online retailers, customers report that a lot of in-store retail experiences have been enhanced with IoT mobility management techniques. According to the survey customers credit easier self-service technology and mobile device management as key to improving the shopping experience.
- 69 percent relied on kiosks, digital signage, and self-checkouts.
- 62 percent discovered new technology made their shopping simple and quick.
- 65 percent agree technology plays a key role in faster checkouts.
What is surprisingly clear is that a majority – more than 80 percent shoppers, expect to be more comfortable if retailers were to offer self-checkout technology. This indicates a growing preference among consumers to avoid traditional transactions of payments methods involving retailer’s staff.
Carl Rodrigues, CEO and President, SOTI, had this to say, “Latest research indicators point to the fact that mobility management solutions are fast becoming a key influence for customers’ shopping experiences.” He goes on to add, “Retailers need to innovate by embracing technology. Online retail sales in the UK alone has doubled in last five years. If brick and mortar shops want to survive, they have to get consumers to enter somehow.”
Simplifying human interactions
The reason for being optimistic on brick and mortar retailers is that more than a third (35 percent) consumers still prefer to have an in-store experience. All they ask for to better their experience is hand-held or cart mounted mobile tools for inventory and pricing. About 25 percent prefer to confirm their purchase on the sales floor itself rather than wait until they pass through the cash register!
59 percent consumers confirm assistants with mobile technology at their fingertips provide better human interactions. Clearly, digital transformation plays a key role to make shopping enjoyable rather than just a chore to get through somehow. No more unmanned kiosks or frustrations when barcodes do not scan!
Deliveries made conveniently
Consumers are looking forward to delivery innovations too. New shipping trials include in-home delivery, drones, and autonomous vehicles. Customers are quick to appreciate practical benefits when they see them. It saves time while being more convenient. Competition is all set to hit new highs as innovative technology makes retailers thrive or lose business.
Indeed, small or big retailers embracing digital points of contact in-store improve customer experience much beyond the now very old POS plastic card payments at checkout counters!