As retailers look for ways to differentiate in today’s highly competitive market, customer engagement strategies like personalization, mobile experience and real-time retail are critical components for optimizing the customer’s shopping experience.
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About Kathleen Fischer
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Entries by Kathleen Fischer
As customer shopping journeys continue to span across channels, it is imperative for retail planning processes, systems and organizations to be streamlined and integrated to meet increased customer expectations.
Consumers see the benefit of VR and AR, as nearly half of consumers are more likely to shop at a retailer utilizing virtual or augmented reality. Retailers also understand the impact that VR and AR can have on the customer experience, as 32% plan to use virtual and augmented reality within three years.
Glossy – With the launch of its first in-house set of fragrances, Free People wants a coveted place on the vanity. See comments from Erin Smith, Senior Consultant at BRP retail consulting firm.
Retail Touch Points – 16 experts share their insights into top digital retail trends for 2019. Read insights from Jeffrey Neville, Senior Vice President and Practice Lead, BRP, retail consulting firm.
Customer expectations are only going to continue to rise, fueled by the upsurge in mobile shopping over the past few years. This is driving demand for increased digital capabilities bundled with personalization in the store. Unfortunately, we are seeing that retailers are not always keeping up with customer expectations. This gap between consumer demand for digital capabilities within the store and most retailers’ current ability to support this is what we call the ‘great digital divide.’
The post-purchase experience is not getting the attention it deserves as retailers focus more on customer acquisition than loyalty. BRP published the Best Practices for Enhancing the Post-Purchase Experience report to address the importance of the time between the customer clicking the buy button and the customer receiving and using the product.
According to the Retail’s Digital Crossroads: The Race to Meet Shopper Expectations report, based on research conducted by Incisiv, there is a disconnect between customer expectations and retail execution. The research combines findings from surveys of 1,212 retail consumers and 60 retail executives to understand the effect digital has on the shopping experience.
Retail TouchPoints – This Retail TouchPoints Special Report, which includes comments from Ken Morris, spotlights innovative strategies facilitated by cloud solutions that can help retailers achieve new business goals with speed and efficiency.
The network is a key component of the store technology platform necessary to deliver real-time retail and the enhanced shopping experiences customers now expect. As retailers continue to deploy more applications via the cloud, along with implementing data rich services; a simple, fast, agile, reliable and secure network solution is imperative for a successful transformation of the store.
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.