Marketing & Customer Experience Hub

Shopping in the digital age: Creating a seamless experience

Phone in store

Being a retailer in the digital age is no easy feat since businesses are no longer up against only local area competitors. Buyer’s movements to online shopping are changing the retail economy putting pressure on retailers to broaden their reach with an online presence to support brick and mortar stores.

Phone in store

Taking on the global online marketplace means coming up against major players the likes of Amazon, Walmart, Temple & Webster, Apple, Groupon, The Iconic and so many more.  Whether an established brand or a new arrival, retailers need to influence the purchase decision to gain exposure, build their customer base and retain customers.

 

“Small and large businesses need to understand how decision-making is changing, where and what are the new touch points, what people value and how it’s different than the past.” Source: Brian Solis, Altimeter Group

 

Although there are certain sub-groups that prefer to shop mainly online, stores provide customers with the opportunity to interact with products, try items on, touch, feel, smell and experience tangible goods. Customers who shop in-store are more likely to purchase on account of the greater opportunity to connect emotionally with the product, there is less access to competitive products, sales people are more easily able to interact with customers and impulse purchases are more likely. It is important that retailers leverage the online digital experience and continue the experience in store.

The real magic happens when brands provide a single, seamless shopping experience

By addressing online and in store as an integrated journey, the strengths of both channels can be leveraged and are more powerful than separate disparate channels. As retailers are building online communities and tracking buyer behaviours, they can carry online learnings through to the in-store environment.

Iconic Australian department store Myer are a great example of a retailer that was able to turn around a declining sales trajectory with a multi-channel strategy that included a variety of different digital channels to focus consumer traffic towards the in-store brand experience. After recent successes including the ‘Christmas Giftorium’ campaign, Myer has announced its plans for a continued overhaul to drive stronger in-store customer experiences through digital.

 

72% of young shoppers research online before purchasing in a store.
Source: 
Retailnext.net “Brick and Mortar Vs Online retail”

 

Using digital to drive customers in-store

Using digital channels such as email, social media and apps to generate awareness, brands can then entice consumers with coupons and promotions redeemable in store. Collecting path-to-purchase consumer insights through these promotions also helps retailers quantify the ROI for digital marketing campaigns across channels, providing a holistic view of how digital engagement drives in-store revenue.

 

Digital interactions influence 36 cents of every dollar spent in a brick & mortar store.
Source: 
Retailnext.net “Brick and Mortar Vs Online retail”

 

Taylors Wines are a great example of how multiple rewards and offerings can be communicated through digital channels to encourage customers in-store to redeem.

Taylors case study

Civic are a great example of how a mature brand can reinvigorate customers with ongoing email campaigns that include an embedded barcode. Customers redeem the barcode in store with the option to print or show on the scannable barcode on their mobile. Read about the Civic story here

In-store technology improves experience

In-store technology allows customers to easily access information they need resulting in higher transactions. Once in-store the use of technology can be continued, offering a streamlined customer experience to assist at point-of-sale, continuing the customer journey and tracking movement through data.

One example of successful in-store technology is a large furniture manufacturer who is using an app (developed by Traction Digital) with drag and drop function to build furniture design layouts for customers. The app allows in-store sales staff to easily build on the spot mock-ups of floor plans, change colour schemes and automatically calculate costs to build quotes.  This is used as a consulting tool between sales staff and customer and quotes can also be sent to customers via email when they leave the store. This process has the added bonus of collecting customer data that can later be used to follow up on sales and continue engagement.

Loyalty campaigns

Loyalty campaigns are a great way to track buyer behaviour both online and in store. The data collected provides insights into purchase habits that can be used to improve the overall customer experience.

At Traction Digital we have helped many brands improve the customer journey with campaigns that acquire new customers, build subscribers, engage and drive online and in-store sales. As experts in digital marketing, we are assisting innovative brands in successfully integrating digital with real world experience through promotions, lifecycle emails, loyalty campaigns and building custom digital solutions such as in-store apps.

Traction Digital will be presenting at the Marketing Technology Symposium.

Haley Doel - Senior Marketing Specialist, Traction Digital About Haley Doel - Senior Marketing Specialist, Traction Digital
Haley is a Senior Marketing Specialist at Traction Digital, a subsidiary of IPMG Group, the largest privately owned marketing communications company in the Southern Hemisphere. Haley is responsible for managing Traction Digital's marketing and branding initiatives, creating relevant and engaging content delivered using modern marketing technology platforms.

Leave a comment

Your email address will not be published. Required fields are marked *

Subscribe For Our Latest Updates

Signup for our newsletter and stay updated with exclusive content from the Marketing & CX Hub.

First name *
Last name *
Job title
Company
Email *
 

Hi *|FNAME|*, some recommended articles for you


*|RECOMMENDATIONS|*

Hi *|FNAME|*, welcome back!

Maybe you are interested in the following event.


Programmatic Advertising Summit 2016

ANZ’s only dedicated programmatic advertising conference designed to close the knowledge gap for buy side & sell side executives within the media and advertising industry.


Hi *|FNAME|*, welcome back!

Maybe you are interested in the following event.


Customer 360 Symposium 2016

ANZ’s #1 enterprise customer experience event. Join forward thinking organisation reconsidering how they Reach, Engage and Delight their communities.


See what sponsors thought of the Customer 360 Symposium 2015

Hi *|FNAME|*, welcome back!

Sponsorship opportunities are now running low.
Contact Tim Stuart-Harris on 02 8228 6902 to secure your place today.

See what sponsors thought of the Agency Leaders Symposium 2016