In the retail market, the current Holy Grail is to unify the online and in-store shopping experiences (sometimes called ‘omni-channel’ retailing) such that the customer has a personalized shopping experience that promotes brand loyalty. The customer experience should be enjoyable and personalized, with available contextually relevant and timely information that makes interacting with the retailer effortless and transparent.
Technology Is Here
Will every salesperson know your name in the not so distant future?
The technology now exists to enable such capabilities, and retailers can drive a new generation of brand awareness and loyalty programs. The new focus will be on growing the business while leaving behind the worries of showrooming and shrinking margins.
Since the technology is here, why then isn’t every major retailer making a move toward the Holy Grail at a break-neck pace? Why can’t I walk into my local electronics store, expecting this guy to walk up to me with an iPad, and…