The retail customer experience has seen a radical shift in the past 5 years. The values attached to better experiences have started to surpass discount incentives offered. Customers have become more digitally aware of what product they are looking for, more expressive and perceptive about product feedbacks, as well as more appreciative and savvy at getting adept at in-store technology initiatives taken to smoothen their purchasing experience. Such initiatives also automatically associate a level of trust on quality of the product offered. Some of the Orthodox in-store practices have started to take a toll on customer shopping experience. A confused or furious customer staring at length with wrinkled forehead lines is a guiding path of where the need for innovation is more daunting. The most significant concerns baffling a customer is:
- I always end up spending more time in the queue than I do purchasing, Should I be more productive and fire up the app to play Pokémon-go in the meanwhile
- Always the same customer registration form, why can’t I register with a click on an app?
- Wait, how much loyalty points do I have, in my wallet?
- I like to give feedback, but why fill the same form again and again?
- Why can’t I search and compare the product in an App or see the review?
- I must have burnt a few extra pounds, just trying the several trouser options, where can I find some water?
- Holy Christ, I have eight coupons from the newspaper cutlet and ten products in my basket, which gets mapped to what, do I score an ‘A’ grade if I get the combination right?