With new technologies, service models and competitors disrupting the market at every turn, brands and retailers are coming under increasing pressure to innovate to improve the customer experience. But are retailers - or even consumers - really ready for virtual reality, drones and robots?
Mastering the basics - whether it's in fulfilment, UX or loyalty - should still be the focus for retailers. Many retailers are still struggling with issues such as effectively retaining customers or consistently delivering on promise, whilst the idea of a single view of the customer is a pipe dream for most. But once you have truly mastered the basics, developing a structured programme for innovation is a good way to stay ahead of the competition.
In this article, we look at the key areas in retail below, and offer advice on how to optimise each aspect, as well as how to innovate - to help you become a retail superhero!
- Delivery and returns
- Loyalty and retention
- Customer service
- Peak trading