Creating a rememberable customer experience through technology developments
The path to purchase used to be a linear journey. The customer would enter the store with intent to buy, find their desired product and head to the till. Nowadays, we see stores both on the highstreets and online, constantly expanding this experience to ultimately engage the customer on a deeper basis.
Whilst there are many technologies that we could talk about, here are just a few…
Mobile & Apps
For many retailers, mobile is considered their major priority. A technology that is accessible to the majority and this being the main point of call for their digital media consumption. Mobile can be a step down for in-store purchasing however, they allow brands to connect with audiences that do not want to/can’t come in to the store and personalise the customer experience. Mobiles and apps are not only for out of store experiences though and we can see retailers developing their in-store experience by providing customers with access to services such as online reviews and online ordering if the desired spec is not in stock. This creates an experience that is welcoming and easy to the customer and builds on loyalty for the brand.
VR & AR
Virtual reality is a technology that is currently popping up in various industries – including retail. Why is this? VR eliminates the limitations of space and time. This technology is not necessarily NEW to the industry, it has become a more dominant aspect to retailers strategy as it produces an exciting opportunity for both the brand and the customers. Outdoor brand North Face used this technology two years ago in 2015 where they transported their customers to Yosemite National Park – this enhanced their ability to express their brand message about endless adventures and showed the customer what they could be having rather than an empty promise of words.
Online retailers don’t get away from the need to expand purely because they are mobile based companies and we can see companies exploring new methods with delivery that are set out to impress and engage the audience in a conversation. For example, we have recently witnessed the major online retailer Amazon do their first deliveries using a Drone. A bit more impressive than a post man popping it through the letter box right?
We could go on forever about everything key industry players are exploring new strategies around technology that aim to increase their customer satisfaction – we invite you to join us in London this September to discover and learn from the top stakeholders who are leading the way in retail development.
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