Posts

Getting Chatty With Chatbots

E-Commerce Times – Chatbots have become an important part of the e-commerce shopping experience. They answer questions, provide information, and help customers along in their buying journey. Though they may never replace human beings entirely, they are central to many e-commerce-related interactions.

The chatbots that work best are those that are essentially human-like, and for that reason companies should hold their chatbots to the standards that apply to their human employees.

“Retailers should have the same expectations of a customer’s interaction with a chatbot as they do with their customer service representatives or sales associates,” said Jeffrey Neville, senior vice president and practice lead at BRP,  retail consulting firm.

“Chatbots should be human-like in their interactions and have a personality that matches the brand,” he told the E-Commerce Times. Chatbots also need to be able to remember past interactions with a particular customer and provide customized, relevant service.

“Like a good sales associate, they should remember past conversations, be tolerant of consumer’s typos and ambiguity, and be prepared to provide backup information for any question that can’t be answered completely,” explained Neville. “For example, ‘I’m sorry, but this part is not covered under your warranty — here is a link to our warranty policy.'”

Read Full Article: Getting Chatty With Chatbots

Mobile coupons drive customer loyalty

Retail Dive – As retailers compete for customers both online and in-stores, BRP’s report highlights the importance of building a mobile presence in tandem with a physical one, rather as separate endeavors. “A retailer’s mobile capabilities can be a major driver for where a consumer chooses to shop,” Marty Whitmore, senior vice president and practice lead at BRP, said in a statement. “With 67% of consumers choosing a store based on the availability of mobile coupons and 64% choosing a store based on product information availability via a mobile device, these are essential mobile capabilities for retailers.”

The success of a mobile-meets-store experience relies on providing customers the information they want without taking too much of their information in exchange for the convenience. The plans retailers shared with BRP to offer identification by WiFi, beacons and other technology to identify customers don’t yet match customer willingness to be identified by such measures. “Even with the best technologies to identify consumers, retailers need to convince consumers to opt-in to customer identification,” BRP noted. “They need to make it ‘valuable’ enough for customers to want to be recognized.”

Read Full Article: Mobile coupons drive customer loyalty

Shared Cart Functionality Essential to Omnichannel Customer Experience

Total Retail – With more options available to them than ever before, consumers’ purchase journeys are anything but linear. Consumers are shifting between channels during the purchase journey, from mobile to online to store to social media, and in no particular order, before ultimately making a purchase in a channel different than where they started. And they expect that the experience in each of those channels is seamless and consistent with the others. This is just one of the many challenges retailers face in trying to meet the needs of today’s omnichannel shoppers.

One way that retailers are seeking to address the challenge of non-linear customer purchase journeys is by introducing shared cart functionality. A shared cart refers to a single shopping cart that enables consumers to shop across channels and be able to reach their cart via phone, computer, or even in-store. They want the ability to “start anywhere and finish anywhere.” According to a recent report from BRP Consulting, 56 percent of consumers indicated 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.

Read full article: Shared Cart Functionality Essential to Omnichannel Customer Experience

Mobile coupons influence over two-thirds of shoppers

Retail Dive – About two-thirds (67%) of surveyed consumers in the U.S. said they’re likely to shop at a retailer that offers mobile coupons over one that doesn’t, according to retail consulting firm BRP. Some retailers are responding to that preference, with 40% indicating that offering coupons and discounts is a key feature of their respective mobile apps and websites.

Forty-one percent of consumers plan to shop more frequently on their phone or tablet in the next two years, while the same percentage of retailers plan to improve their mobile shopping experience to meet those customer expectations, the survey found.

Nearly 40% of those surveyed said they’re comfortable with mobile identification when they walk into a store if it means a more personalized experience. However, 61% of retailers said they plan to use mobile identification through customers’ smartphones and Wi-Fi, per BRP.

Read Full Article: Mobile coupons influence over two-thirds of shoppers

50 Retail Innovation Stats That Prove The Power Of Customer Experience

Forbes – How we shop has changed drastically in just the past few decades. Instead of window shopping in the mall, many customers now rely on AI product recommendations and shop via mobile without ever setting foot in a store. Retail technology and customer demands may be constantly changing, but one thing that will always be vitally important is customer experience. These statistics show the changing retail landscape and just how much customers depend on personalization, convenience and great relationships with brands.

  • 73% of consumers use multiple channels to shop. – Harvard Business Review
  • In 2018, 51% of e-commerce brands offered same-day delivery, up from 16% in 2017. Experts predict that within the next two years, 65% of retailers will offer same-day delivery. – BRP Consulting
  • 68% of consumers said they would be more likely to shop on sites that offer automated returns. – Windstream Enterprise

Read Full Article: 50 Retail Innovation Stats That Prove The Power Of Customer Experience

Mobile Discounts Draw 67% Of Shoppers To A Store, Yet Most Retailers Still Don’t Offer Them

Retail TouchPoints – While 67% of shoppers say they are likely to choose a retailer that offers mobile coupons over one that doesn’t offer them, only 40% of retailers indicate that offering coupons or discounts is a key feature of their mobile offering, according to BRP, retail consulting firm.

In the BRP special report, titled: The Mobilization of Retail, the features retailers highlight most often include:

  • Item availability/visibility (53%);
  • Product information (51%);
  • Customer service (47%); and
  • Loyalty/rewards (33%).

Up to 41% of retailers say refining the mobile shopping experience is a top priority for ensuring they meet customers’ expectations, and there’s still plenty of room to make the mobile shopping experience better. For example, 53% of retailers have implemented suggestive selling/product recommendations but say the feature needs improvement. only 9% have implemented them and say they’re working well.

Read Full Article: Mobile Discounts Draw 67% Of Shoppers To A Store, Yet Most Retailers Still Don’t Offer Them

New Report Finds Mobile Coupons Entice Two-thirds of Consumers

Convenience Store Decisions – Only 40% of retailers offer discounts as key feature on mobile app or website. The proliferation and convenience of mobile devices has completely changed shopping behaviors and elevated customer expectations. Mobile shopping will continue to grow as 41% of consumers in a BRP consumer study indicate they plan to increase their shopping frequency on a phone or tablet in the next 24 months.

Shopping via a phone is just one way that mobile solutions are becoming more pervasive, as many consumers use their mobile devices as a research tool throughout the shopping journey. In fact, 34% use their phone while in a store to compare prices and 28% look for offers/coupons.

“A retailer’s mobile capabilities can be a major driver for where a consumer chooses to shop,” said Marty Whitmore, senior vice president and practice lead at BRP, retail consulting firm. “With 67% of consumers choosing a store based on the availability of mobile coupons and 64% choosing a store based on product information availability via a mobile device, these are essential mobile capabilities for retailers.”

Read Full Article: New Report Finds Mobile Coupons Entice Two-thirds of Consumers

How Siloed Legacy Processes Push Your Buyers to Amazon

Signifyd – Most retailers have incorporated mobile into their strategies, but frankly, some have done a better job than others. Sephora, which merged its in-store, digital and customer service teams in October 2017, continues to be an innovator in the mobile space.

“By focusing on the user experience first and foremost, Sephora has been able to separate themselves from the majority of retailers who spend too much time inside the box or are too focused on having a mobile experience for the sake of having one,” Ryan Grogman, senior vice president and practice lead at BRP, retail consulting firm, told us by email.

Complementing the mobile experience is the rise of social media. Many forward-thinking retailers are using advanced information gathering and consumer segmentation through increased social media interactions.

“Outside of transacting on social platforms, consumers are using that medium to discuss preferences, provide reviews, and seek input from their connections,” Grogman said. He also pointed out that retailers who can leverage mobile and social may help improve the effectiveness of flash sales.

Read Full Article: How Siloed Legacy Processes Push Your Buyers to Amazon

Survey: Do retailers meet customer mobile expectations?

Chain Store Age – A new survey from BRP, retail consulting firm, highlights how well retailers are aligning their mobile strategies with customer preferences. According to results from the “BRP Special Report: The Mobilization of Retail,” retailers are generally in sync with the broader trend of consumers performing more shopping activities via smartphone. Forty-one percent of consumers plan to increase their shopping frequency on their phone or tablet within two years, and a matching 41% of retailers plan to improve the mobile shopping experience to ensure they are meeting their customers’ expectations.

However, when it comes to more specific details of what mobile functionality retailers offer shoppers, the study reveals some disconnects. For example, while 67% of consumers are likely to shop with a retailer that offers mobile coupons instead of one that doesn’t offer them, only 40% of retailers indicate that offering coupons/ discounts is a key feature to offer on their mobile app/website.

Read Full Article: Survey: Do retailers meet customer mobile expectations?

67% of Consumers are Likely to Shop with a Retailer that Offers Mobile Coupons, According to New BRP Report

Only 40% of Retailers Indicate that Offering Coupons/Discounts is a Key Feature to Offer on their Mobile App/Website

Boston, MA – May 20, 2019– The proliferation and convenience of mobile devices has completely changed shopping behaviors and elevated customer expectations. Mobile shopping will continue to grow as 41% of consumers in the BRP Consumer Study[1]indicate they plan to increase their shopping frequency on a phone or tablet in the next 24 months. Shopping via a phone is just one way that mobile solutions are becoming more pervasive, as many consumers use their mobile devices as a research tool throughout the shopping journey. In fact, 34% use their phone while in a store to compare prices and 28% look for offers/coupons.

Providing information to consumers via their mobile devices assists customers as they research and shop. According to BRP’s SPECIAL REPORT: The Mobilization of Retail, retailers indicate the following are key mobile app/website features: item availability (53%), product information (51%) and coupons and discounts (40%), which all help consumers make better choices and provide incentives to purchase from the brand.

“A retailer’s mobile capabilities can be a major driver for where a consumer chooses to shop,” said Marty Whitmore, senior vice president and practice lead at BRP. “With 67% of consumers choosing a store based on the availability of mobile coupons and 64% choosing a store based on product information availability via a mobile device, these are essential mobile capabilities for retailers.”

BRP’s SPECIAL REPORT: The Mobilization of Retail is based on findings from the BRP Consumer Study and the 2019 Unified Commerce Survey and offers insights into the state of retailers’ current mobile capabilities and their future plans. The SPECIAL REPORT: The Mobilization of Retail highlights:

Mobile Shopping

  • 41% of consumers plan to increase their shopping frequency on their phone or tablet within two years
  • 41% of retailers plan to improve the mobile shopping experience to ensure they are meeting their customers’ expectations

Mobile Coupons

  • 67% of consumers are likely to shop with a retailer that offers mobile coupons instead of one that doesn’t offer them
  • 40% of retailers indicate that offering coupons/ discounts is a key feature to offer on their mobile app/website

Mobile Identification

  • 39% of consumers are comfortable with mobile identification when they walk in the store to personalize the experience
  • 61% of retailers plan to identify customers when they walk in the store using their mobile device and WiFi

To download the complete Special Report: The Mobilization of Retail, visit:

https://brpconsulting.com/download/2019-special-report-mobilization-of-retail/.

The special report’s platinum sponsors are enVista and Kibo and the gold sponsors are Aptos, ECRS and Fujitsu, LS Retail, and PCMS.

About BRP

BRP is an innovative retail consulting firm dedicated to providing superior service and enduring value to our clients. BRP combines its consultants’ deep retail business knowledge and cross-functional capabilities to deliver superior design and implementation of strategy, technology, and process solutions. The firm’s unique combination of industry focus, knowledge-based approach, and rapid, end-to-end solution deployment helps clients to achieve their business potential. BRP’s consulting services include:

Strategy | Business Intelligence | Business Process Optimization | Point of Sale (POS)
Mobile POS | Payment Security | E-Commerce | Store Systems and Operations | CRM
Unified Commerce | Customer Experience | Order Management | Networks
Merchandise Management | Supply Chain | Private Equity

For more information on BRP, visit http://www.brpconsulting.com.

[1]2019 Consumer Shopping Habits – The Generation Gap, April 16, 2019, https://brpconsulting.com/download/2019-consumer-shopping-survey/