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Digital convergence and omni-channel retailing in NZ

Matt Barr | Dec. 10, 2013
Creating a consistent, holistic customer experience across all channels is becoming a valuable capability for Kiwi retailers to future proof their business.

In some cases, retailers are bringing the online shopping experience into the store, extending the POS and eliminating checkout queues.

But in the same way, retailers must be prepared for the customer who wants to scan a barcode in the aisle, ask the merchant to ship it to his/her house, and then walk out of the store. They must also understand shopper behaviour and find out what drives their customers during their shopping experience -- from start to finish and across channels -- to better engage them, enhance the customer experience and increase brand loyalty.

Creating a consistent, holistic customer experience across all channels is becoming a valuable capability for retailers to future proof their business.

The evolution towards an integrated physical, digital, mobile and social shopping experience is just getting underway. Retailers need to enable a seamless shopping experience across all channels by integrating services, technologies and processes to give their customers a rich and engaging experience.

 

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