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.

Consumers Choose Retailers that Offer a Personalized Experience

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Offering a personalized service requires identification of customers as soon as they walk in the store, but only 37% of retailers are able to identify their customers before checkout.

The Future Store is Here

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The retail industry is in the midst of a retail renaissance as we move from the ‘olden days’ of a person walking in to a store to simply purchase a commodity, into a new technologically advanced era where artificial intelligence helps customers make informed purchasing decisions leveraging associate or customer facing technology along with augmented reality that enables them to view products on their body or virtually in their homes.

What are Retailers' Top Customer Engagement Priorities for 2019?

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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.

Why Should Retailers use Augmented or Virtual Reality?

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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.

A Personalized Brand Experience Across Digital Channels is Imperative

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Consumers now start and stop their shopping journey in different channels, including online marketplaces and social media, and frequently shop for the same product across different retailers, both online and in the store. Consumers don’t think in terms of channels, they think in terms of brands and experiences. 

Turn Anonymous Customers into Loyal Customers

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At what point in the shopping journey do you identify your customers? If it is not until they reach the checkout, you might be in the majority, but that is too late to influence their purchase decisions. This is a tremendous opportunity for retailers to improve the customer experience – turning anonymous shoppers into loyal customers.

Why are you Ignoring Current Customers to go after New Ones?

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Most online retailers have key performance indicators (KPIs) for sales, average order value, comparative sales and conversion rates; however, less than 50% of retailers measure customer loyalty through customer satisfaction (net promoter score), customer retention and post-purchase customer survey results.