The Power of Mobile

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There is no denying the power of mobile technology as a major disruptor in the retail industry. The proliferation and convenience of mobile devices has completely changed shopping behaviors and elevated customer expectations.

Consumers Shop Differently - The Generation Gap

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BRP surveyed 1,298 U.S. consumers to identify how and where they prefer to shop and which factors influence their shopping journey. While the shopping journey varies depending on the customer, product and even season, there are similarities within generational groups.

The Store Still Matters

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Despite what the media and industry analysts want us to believe, the store still matters. 79% of the consumers in our recent Consumer Study indicate they purchase merchandise in a store frequently. So, the store is not likely going away any time soon. In fact, this is likely to rise as 27% of consumers indicate their in-store shopping frequency will increase over the next 24 months.

Consumers want a shared cart across channels

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In BRP’s Consumer Study, 56% of consumers indicated that they were more likely to shop at a retailer that allowed them to have a shared cart across channels instead of a retailer that does not offer this service. Yet only 7% of retailers currently offer this shared cart concept – that’s a huge gap that retailers are struggling to bridge.

MURTEC 2019: A Digitally-Driven and Hyper-Personal Guest Journey is Everything

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The disruptive effect of digital and mobile on the dining guest experience has shifted.  No longer are the impacts of these technologies on the extended guest journey a point of competitive differentiation.They are, in fact, 100% table stakes for not just success, but survival – pure and simple.

Empowering Retail Associates with Technology

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While much of the retail mobile technology discussion addresses the effect on consumer behavior, this proliferation of tablets and mobile phones also offers many new opportunities for associates to enhance customer service. Putting mobile devices in the hands of store associates is a necessity to “keep up” with the customer who has a plethora of information available at her fingertips.

The 80/20 Rule for Keeping Customers Happy

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According to the Pareto Principle, 80% of your business will come from 20% of your customers, so it makes sense to focus on those 20% who are loyal, repeat customers as they are the most valuable to your business. Your customers expect engaging and relevant interactions and conversations across any and all channels, however, they don’t have the tolerance for complicated processes.

Using Biometrics to Identify Consumers – Key Considerations

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With features such as facial, and fingerprint scanning becoming a more mainstream way for users to authenticate purchases, and unlock their smartphones, it's not surprising that customers are warming to the notion of brands using biometrics to produce a better experience.