BRP recently published the 2018 Customer Experience/Unified Commerce Survey which analyzes and compares consumer expectations to retailer capabilities to identify opportunities. While retailers seem to be doing well in many areas, there are a few areas where their capabilities need to catch up with consumer expectations.
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About David Naumann
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Entries by David Naumann
As consumers become more technologically savvy and have access to better information, there is a widening gap as retailers struggle to meet consumers’ escalating expectations. Personalization is one of the best ways to create and maintain a connection with the brand’s most valuable and loyal customers and is the key to competing against Amazon.
Engaging the customer through personalization and relevant messaging is the key to attracting and keeping customers. Customers want to shop wherever and whenever with the benefits of both the digital and physical retail environments.
Retail is changing at the speed of light. Amazon continues to disrupt retail as it delves deeper into brick-and-mortar with the acquisition of Whole Foods. Meanwhile, bankruptcies and store closures make daily headlines, as the phrase ‘retail apocalypse’ becomes the topic of many conversations. To succeed, retailers may need to reinvent themselves to create an effective blend of the physical and digital worlds to maintain customer loyalty.
According to a new white paper from BRP, fraudsters have become more sophisticated and retailers need to adapt new security tactics to protect their customers’ payment card and personal data. The Payment Security Update: What’s Next After EMV white paper provides retailers practical tips on how to improve payment and data security across all channels.
45% of retailers plan to utilize artificial intelligence (AI) within three years to enhance the customer experience, according to the 2017 Customer Experience/Unified Commerce Survey. Stores must now encompass both worlds – the sensory experience generally available in the physical world, such as touching and feeling merchandise and personally interacting with a knowledgeable associate – whether simply human or a combination of AI and human characteristics – married with the unique and personalized shopping experience common in the digital world.
According to the 2017 POS/Customer Engagement Benchmarking Survey, retailers understand that the always-connected consumer expects a personalized, seamless experience wherever, whenever and however she shops and they are focused on delivering a unified customer experience.
BRP is offering a series of TechTours to help retailers identify innovative products and new technologies available on the NRF 2017 EXPO floor. Space is limited. Register today!
The Future Store Manifesto – 2016 Scorecard highlights how retailers are changing their initiatives to align with the key future store imperatives: mobile, relevant, personal, ubiquitous and secure. Read Now!
BRP’s 2016 Merchandise Planning Survey of top North American retailers offers insights into retailers’ current state of merchandise planning and their priorities and challenges as they strive to meet the needs of today’s omni-channel customer.
ABOUT BRP CONSULTING
We are a comprehensive consulting firm helping many of the most successful retailers and restaurant operators solve their business and technology problems. We focus on three key areas: IT strategy, vendor selection and project implementation.