3 game-changing trends that are transforming customer experiences
The retail industry isn't undergoing changes just for the sake of doing so. Consumer expectations transform almost every year, causing merchants to make fundamental adjustments to their operations in order to keep their customers satisfied.
While some of these changes involve the introduction of new technologies, others consist of strategic thinking. There are a number of trends that are reconstructing the way in which people interact with retail brands. While omnichannel is one of the major topics of discussion among industry players, FirstBiz contributor Gautum Kulkarni noted several IT processes that are somewhat under the radar.
1. Customer delivery proposition
Implementing ecommerce software is a growing practice, prompting more people to purchase goods online. In order to expedite product transportation, merchants are acquiring workforce management tools with automated features.
Many customers dislike the fact that a number of retailers only deliver items during the conventional work week. In order to mitigate this issue, smart logistics administration software creates schedules that abide by government labor standards. For example, the system may rotate truck driver schedules that allow a portion of the staff to work on weekends, while receiving two days off in the middle of the work week.
2. Payment security and processing programs
Whether a specialty retail company in California or a nationwide merchant, selling goods in foreign markets is becoming more of a reality. This means companies require ecommerce software capable of measuring currency exchanges and keeping transactions protected between endpoints.
Authorizing credit or debit card numbers domestically carries a risk, but bringing these operations overseas can pose even more dangers. Leveraging payment systems that encrypt card data the minute an order is submitted is essential. When a computer receives authorization, the code should be tokenized so that only the secured payment database can translate the information.
Breaking away from the technological realm, Retail Customer Experience contributor Chris Petersen noted that personalization has become a prevalent element of the retail customer experience. He noted that many specialty merchants, such as Nike, have allowed people to design their own shoes online.
The fact that the athletic brand is willing to produce footwear to a person's exact specifications requires a fundamental readjustment of its production operations. It certainly puts Nike ahead of its competitors as far as delivering tailor-made items goes. If there's one trend shaking customer expectations, it's personalization.