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96% of Consumers Indicate that Ease of Checkout and Payment are Important Factors When Choosing Where to Shop, According to New BRP Report

Retailers’ immediate focus is on adding capabilities to their current POS, while future plans include moving to cloud-based commerce platforms

Boston, MA – April 24, 2019– According to BRP’s SPECIAL REPORT: The State of Store Technology, the store is still a major part of the customer journey with 79% of consumers indicating they frequently purchase merchandise in a store. With an increased focus on customer engagement and the convergence of physical and digital, the point of sale or commerce platform plays a critical role in shaping the customer shopping experience. The right technology foundation is essential to support the best in-store customer experience.

“Stores remain center stage in the shopping experience, and that experience is an ever-increasing factor in where consumers choose to shop,” said Brian Brunk, principal at BRP Consulting. “Retailers understand the importance of keeping up with customer expectations, in fact, 75% are considering cloud-based platforms as part of their in-store technology plans over the next several years.”

BRP’s SPECIAL REPORT: The State of Store Technology is based on findings from the BRP Consumer Study and the 2019 POS/Customer Engagement Survey and offers insights into the state of retailers’ current store technology and their future plans.

The SPECIAL REPORT: The State of Store Technology highlights:

CUSTOMER EXPECTATIONS:

  • 96% indicate that ease of checkout and payment are important factors when choosing where to shop
  • More than 55% indicate that in-store technologies like self-checkout, product locator, inventory lookup, and endless aisle are important factors when choosing where to shop
  • 68% are likely to choose a store offering buy anywhere, ship anywhere services over one that doesn’t

RETAILER PLANS:

  • 53% are focused on adding additional capabilities to existing POS and 48% plan to replace their POS within three years to improve the checkout experience
  • As retailers make decisions on new POS systems, 75% indicate they plan to have cloud-based solutions within three years
  • 94% plan to address holistic customer engagement with the implementation of a single unified commerce platform

To download BRP’s SPECIAL REPORT: The State of Store Technology, visit:

https://brpconsulting.com/download/2019-special-report-store-technology/

The special report platinum sponsor is TSYS, the gold sponsors are Aptos, Diebold Nixdorf, ECRS and Fujitsu, and the silver sponsor is STORIS.

About BRP

BRP is an innovative retail management 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.

Stop & Shop Employees Return To Work After Strike Ends

BOSTON (CBS) – Stop and Shop employees got back to work Monday morning. Both sides have reached a tentative contract agreement, putting an end to the 11-day strike.

The first order of business was restocking the shelves after workers walked the picket lines for more than a week.
Sunday night Stop and Shop and the unions announced that they reached a tentative agreement. Thirty-one thousand workers in Massachusetts, Rhode Island and Connecticut walked off the job on April 11.

UFCW Locals 328, 371, 919, 1445, and 1459 called it a “powerful victory.” The unions released a statement which says in part: The agreement preserves health care and retirement benefits, provides wage increases, and maintains time-and-a-half pay on Sunday for current members.

“I’ve never felt so good on a Monday morning in my life,” said Anthony Pedriali, a Quincy Stop & Shop employee.
Employees said they don’t know the details of the deal, but have confidence in their union presidents.

Retail expert Ken Morris, Principal at BRP, retail consulting firm, says some customers may never return.

“When you have a good customer moment it’s great, when you have a bad customer moment, you tend not to shop as frequently at that location,” Morris said. “You get a chance to look at competitors, and perhaps you’ll go to someone else going forward.”

View Video Clip: Stop & Shop Employees Return To Work After Strike Ends

Report unveils consumer shopping preferences based on generation

Refrigerated and Frozen Foods – While the shopping journey varies depending on the customer, product and even season, there are similarities within generational groups. It is essential for retailers to understand the shopping preferences of their target audience to design the right shopping experience that appeals to their customers, according to the “2019 Consumer Shopping Habits – The Generation Gap” report, produced by BRP Consulting, Boston.

While the shopping journey varies depending on the customer, product and even season, there are similarities within generational groups. Digital consumers (ages 18-37), for instance, have higher expectations for the retail experience than traditional consumers (ages 38-plus) and embrace the use of technology to make their research and buying process more convenient. Traditional consumers are more focused on the basics of finding their desired product at the right price.

“It is interesting to see what drives consumers’ shopping habits and the differences between generational groups,” says David Naumann, vice president of marketing. “As retailers plan their in-store, online and mobile shopping experience strategies, it is imperative that they align with the desires of their target audiences. Making every experience a positive one is also key, as nearly two-thirds of all consumers will stop shopping at a retail brand after one unsatisfactory experience.”

Read Full Article: Report unveils consumer shopping preferences based on generation

Neiman Marcus pushes into secondhand retail as resale category climbs

Luxury Daily – Retailer Neiman Marcus Group is furthering its interest in luxury resale with an investment in designer handbag and accessory consigner Fashionphile, its latest partnership with an upscale secondhand platform.

In light of the rapid growth of the high-end consignment market, Neiman Marcus has previously sought strategic relationships with resale retailers. However, its minority stake in Fashionphile marks the retailer’s first investment in a secondhand luxury company.

“Secondhand or ‘preloved’ luxury merchandise is joining the mainstream trend of consumers that are passionate about sustainability and recycling,” said David Naumann, vice president of marketing at Boston Retail Partners, Boston. “Buying used merchandise and clothing doesn’t have the stigma it had in the past when people were embarrassed to admit they purchased an item at a secondhand store.

“Now, even some very affluent consumers are comfortable and proud to purchase previously-owned items,” he said. “Partnering with luxury resellers enables Neiman Marcus customers to enjoy the benefits of luxury goods at a fraction of the full price and it is a great way for aspiring consumers to obtain luxury goods they normally couldn’t afford.”

“Partnering with resellers enables luxury retailers to participate in the secondhand market opportunity without setting up completely new processes for obtaining used merchandise, inspecting it and managing the inventory and promotion of the items,” BRP’s Mr. Naumann said. “It allows them to offer used merchandise options immediately with minimal start-up costs.”

Read Full Article: Neiman Marcus pushes into secondhand retail as resale category climbs

5 Things Customers Want from Retail Stores and How You Can Deliver

Small Business Trends – The world of retail is changing — perhaps faster than at any time in history. How can a small retailer keep up with what customers want? One way is by keeping up with the latest retail insights from retail consulting firm BRP. The company does a wealth of consumer surveys to find out what today’s shoppers want from retailers.

While some of the research is most applicable to larger retail chains with bigger budgets than small retailers, there is still a lot to learn. You’ll want to pore over the massive report yourself, but here are some of the key takeaways.

What Retail Store Customers Want:

1. Provide Personalized Customer Service
2. Offer Online/Offline Integration
3. Make the Most of Mobile Technology
4. Lure Them with Loyalty Rewards
5. Offer Store Financing

What do retail customers want? It changes from day to day. But since 63% of consumers will stop shopping at your store after just one unsatisfactory shopping experience, you’d better offer it.

Read Full Article: 5 Things Customers Want from Retail Stores and How You Can Deliver

Study: Personalization Important To Young Retail Shoppers

MediaPost – Younger retail shoppers are driven more by personalization than older people, according to Consumer Shopping Habits—The Generation Gap, a study by BRP, retail consulting firm. They also are more attracted by a retailer’s technology.

BRP refers to the younger group as digital consumers, and to the older cohort as traditional consumers. During the customer journey, digital consumers want knowledge, personalization, self-sufficiency, speed and influence.

Traditional consumers look more for discounts, product availability, ease of use, cost and satisfaction. Of those in the older group, 64% compare prices, versus 59% of the younger people. At the same time, 62% of the digital consumers will build a shopping list, versus 49% of the traditionalists. But only 44% of the juniors will look for offers/coupons, compared to 57% of the older people.

Shoppers in the younger cohort are also much more likely to be attracted to mobile point-of-sale (59%), self-checkout (75) and the ability to pay by mobile app or retailer app (65%). They also want same-day delivery.

Read Full Article: Study: Personalization Important To Young Retail Shoppers

One week in, Stop & Shop strike has no end in sight

Grocery Dive – Analysts say customer loyalty could take a hit as workers picket without wages and stores remain closed or are operating on limited resources.

The picket lines outside Stop & Shop locations across New England are still in full force today, marking one week since 31,000 workers walked out of their jobs. Right now, dozens of stores across New England are still closed and others are operating on limited hours with a reduced product selection and limited staff. Peapod deliveries have been put on hold, which is a significant issue for shoppers who rely on grocery delivery.

Limited services and closed doors have pushed shoppers into competing stores. That could cause a significant number to permanently defect, particularly if the strike drags on for a long time, said David Naumann, vice president of marketing for BRP Retail Consulting Firm.

“The strike, in and of itself, won’t be what erodes customer loyalty the most. It is the opportunity that it gives competitors to impress new shoppers (former Stop & Shop customers) to join their loyalty programs and convince them to switch their allegiance to their brand,” Naumann wrote in an email to Grocery Dive.

Read Full Article: One week in, Stop & Shop strike has no end in sight

65% of Digital Consumers Choose to Shop at a Store that Offers Personalized Recommendations, According to New BRP Report

2019 Consumer Shopping Habits – The Generation Gap Report Highlights the Differences in the Shopping Journeys of Younger and Older Generational Groups

Boston, MA – April 16, 2019 – According to BRP’s 2019 Consumer Shopping Habits – The Generation Gap report, it is essential for retailers to understand the shopping preferences of their target audience to design the right shopping experience that appeals to their customers. While the shopping journey varies depending on the customer, product and even season, there are similarities within generational groups. Digital Consumers (ages 18-37) have higher expectations for the retail experience than Traditional Consumers (ages 38+) and embrace the use of technology to make their research and buying process more convenient. Traditional Consumers are more focused on the basics of finding their desired product at the right price.

“It is interesting to see what drives consumers’ shopping habits and the differences between generational groups,” said David Naumann, vice president of marketing, BRP Consulting. “As retailers plan their in-store, online and mobile shopping experience strategies, it is imperative that they align with the desires of their target audiences. Making every experience a positive one is also key, as nearly two-thirds of ALL consumers will stop shopping at a retail brand after one unsatisfactory experience.”

BRP’s 2019 Consumer Shopping Habits – The Generation Gap report is based on findings from a BRP survey of 1,298 U.S. consumers fielded in December 2018 to identify how and where they prefer to shop and which factors influence their shopping journey. Below are key findings based on generation groups.

DIGITAL CONSUMERS (ages 18-37)

As Digital Consumers research products, they seek out consumer reviews to make more educated purchase decisions. When choosing a store, 65% want the ability to receive personalized recommendations and 65% prefer the ability to pay via a mobile wallet or retailer app. Receiving merchandise quickly is important with same day delivery a reason to choose a store for 77% of these consumers. Digital Consumers are more likely than Traditional to share feedback on social media for both exceptional and unsatisfactory shopping experiences.

TRADITIONAL CONSUMERS (ages 38+)

Traditional Consumers focus on the basics when they shop – product availability and competitive pricing. While shopping for products, 63% choose a store based on the associates’ ability to order out of stock products. While they are more tolerant on the timing of deliveries, 86% will choose a store with free delivery over one that doesn’t offer this service. Traditional Consumers rarely share feedback on social media for any shopping experience, but for unsatisfactory experiences, 64% will contact the retailer to share their dissatisfaction.

For more information on the generation gap between Digital and Traditional Consumers, download the 2019 Consumer Shopping Habits – The Generation Gap report:

https://brpconsulting.com/download/2019-consumer-shopping-survey

This report was sponsored by Manhattan Associates.

About BRP

BRP is an innovative retail management 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.

Survey: Older, younger consumers shop brick-and-mortar differently

Chain Store Age – Customer expectations of the in-store experience depend on whether they are older or younger than 38. According to a new survey of 1,298 consumers from BRP, retail consulting firm, “Consumer Shopping Habits – The Generation Gap,” digital consumers age 18-37 approach brick-and-mortar stores very differently than traditional consumers age 38 and up.

For example, digital consumers tend to want in-store technology that enables personalized shopping. Sixty-five percent want personalized recommendations, while 61% want a curated selection of products from stylists and 60% want recommendations based on what is in their closet.

Meanwhile, traditional consumers are more interested in technology that helps ensure product availability – 63% want associates to have the ability to order out-of-stock products and 60% want the ability to search in-store inventory availability.

Digital consumers are also more interested in having technology-enabled control of their in-store shopping experience – 87% say self-service options allow them to control their own experience and 71% like automated pickup and returns processes. In contrast, 60% of traditional consumers say self-service options allow them to control their own experience, while 49% say automated returns are nice but not necessary, and 41% say automated pickups are nice but not necessary.

Before entering a store, both digital and traditional consumers will use technology to research and prepare for the trip. However, digital consumers are more focused on prioritizing their purchases, while traditional consumers zero in on discounts, as demonstrated by differences in likelihood to perform the following activities:

• Compare prices (59% digital vs. 64% traditional).
• Look for offers/coupons (44% vs. 57%).
• Build a shopping list (62% vs. 49%).

Read Full Article: Survey: Older, younger consumers shop brick-and-mortar differently

Delivering an Elevated Customer Experience Requires an Agile Retail Technology Platform

Marketing Outlook – Retailers that are thriving – and there are lots of them – anticipate and react to consumers’ demand for an enhanced and continuously changing retail experience, according to Perry Kramer, SVP and practice lead at BRP, retail consulting firm.  Retailers that have successfully anticipated the changing customer experience have created a technical platform, with the supporting process changes, that allows them to react quickly enough to stay ahead of a new set of customer expectations in an increasingly competitive digital retail environment.

Increasing Pressure on the Retail Model

One of the greatest hockey players ever, Wayne Gretzky, said “A good hockey player plays where the puck is. A great hockey player plays where the puck is going to be.”  The retailers who are profitable and continuing to grow are executing this same philosophy.

The pressure on physical stores continues, as more than 7,100 retail locations have closed this year and additional closures are expected after the holiday season. With an estimated 15% of holiday shopping moving to digital this year, the competition for share of wallet has become more intense than at any point in the digital retail era.  As retailers shift more of their sales online, additional pressures are exerted as retailers deal with the lower margin generally associated with digital sales and the need for modified business process, organizational and technology changes to remain competitive.

Read Full Article: Delivering an Elevated Customer Experience Requires an Agile Retail Technology Platform