Retailers are moving past the old idea of multichannel retailing and focusing on creating an omni-channel customer experience that is seamless across all available shopping channels.
During his keynote address at NRF’s Big Show, Kevin Kelley, principal at design firm Shook Kelley, outlined a new perspective of the consumer and its impact on store design.
The Merchandising Matters team traveled to the 102nd annual National Retail Federation’s Big Show in New York City earlier this week. This being our second year in attendance, we were excited to see what key trends evolved over the past year, what the new buzz words are in retail, and where the retail industry is headed in the next year.
According to the RIS/Cognizant survey, “shoppers’ technology preferences and their criteria for positive store experiences vary dramatically by gender, age, income and product type … retailers must carefully define their target customers before investing their technology dollars.”
The 25,000 device roll-out is intended to make it possible for more store workers to help customers locate items and give information on products, even in areas for which they don’t have specialized expertise.
Below is a small excerpt from a larger article written by Dr. Chris Peterson for Retail Customer Executive. He likens the changing landscape of retail to the concept of the survival of the fittest as proposed by Darwin.
According to Chain Store Age, Apple has exemplified a growing trend among retailers and their managers, utilizing mobile devices to increase the revenue per square foot of brick-and-mortar stores without expanding their footprint.
Starbucks will soon open their 1,000 store in Japan, a milestone that is important to CEO Howard Shultz. According to an article on Chain Store Age, Shultz was recently at the opening of their newest Starbucks Maguro store, inspired by the traditional Japanese service spirit.
Luxottica has deployed Raymark’s clienteling solution, according to Chain Store Age. The eyewear makers will deploy Raymark’s solution in their Ilori sunwear stores throughout the year.
A customized in-store experience is the preferred method of shopping preferred by customers, according to a recent Chain Store Age article. Having said that, the checkout process is still a thorn in the side of nearly three-quarters of shoppers. Two-thirds of Americans also prefer to shop in stores where they receive personalized shopping experiences.
In an effort to better serve their customer base, Nordstrom has begun tracking shopper movement in their namesake and Nordstrom Rack stores. According to CBS, the company is using cell phone data to track how much time customers spend within the store, and in which departments.
Target is looking to capitalize on the hot trend of home goods and furnishings with their newest retail concept, a two story pop-up store in the middle of Grand Central Station.
In a move to further marry the online and in-store shopping experience, The Gap is turning to Big Data to develop a more personalized experience. According to RIS News, they have never lacked the appropriate data, rather they needed a way to turn that data into information relevant to their shoppers.
Making strides into brick-and-mortar stores, eBay has partnered with Kate Spade to launch a retail concept that brings eBay features to the in-store experience. According to CNet, not many other details were provided at this moment.
In the latest effort in the JC Penney turnaround, the retailer has taken to social media to win back their customers. According to an article on Chain Store Age, the ad will run this week on national television and on their social media platforms.
Walgreens is about to open a larger-than-normal store in the Downtown Crossing section of Boston. According to Bostinno, the nearly 25,000 square foot store will have everything from carry-out lunch to traditional groceries.
According to Retail Customer Experience, the National Retail Federation analyzed survey data from an April Consumer Survey.