Report: Personalization of store experience is key to retail growth
Palto Alto, Calif. — Personalization of the in-store customer experience will be a key objective for retailers over the next two years, according to two new Aberdeen Group reports sponsored by HP.
According to the 100 senior retail executives surveyed from industries such as apparel, grocery and department stores, 76% do not possess the technology tools or the business processes for executing web, catalog or special orders from stores. This challenge is being fueled by rising consumer expectations of rich, multimedia in-store shopping experiences.
The research advises retailers to make customer-centric store improvements that utilize digital signage, point-of-sale systems and kiosks to further in-store product information, promotions, sales and service personalization for customers.
“To remain competitive and profitable in today’s connected society, retailers must be able to engage with consumers at all points of service throughout the shopping experience with real-time, personalized information,” said Ray Carlin, VP retail solutions global business unit, HP. “HP’s broad technology portfolio, consumer insights and partnerships empower retailers around the world to deliver a more alluring and differentiated customer experience.”
According to the Aberdeen reports, interactive solutions located throughout a store will play an increasingly important role in delivering a highly personalized sales strategy.
In other findings:
- Forty percent of retailers reported plans to adopt digital signage to deliver the right message at the right time.
- Twenty-seven percent of retailers will look to deploy interactive solutions that enhance audio and video communication, which in turn will help shoppers find products more easily and provide retailers with another chance to interact with consumers.
- One-third of retailers surveyed also are likely to invest in kiosks designed for customers who want to experience web commerce and check inventory while inside a store, a key reason HP continues to innovate in customer-facing in-store technology.
According to the Aberdeen research, retailers that provide customers with this type of in-store activity (for example, the ability to place web or catalog orders in the store) are 1.4 times more likely to see higher than 80% customer satisfaction in stores, compared with retailers that do not provide cross-channel order capabilities in stores.
Survey: J.C. Penney tops in diversity among retailers
Plano, Texas — J.C. Penney has been named the No. 1 retailer on Diversity’s annual ranking of "Top 50 Companies for Diversity," which recognizes leading organizations for best practices in diversity management.
It is the second consecutive year that the company has earned its place on the list, moving up 11 spots to No. 35 overall.
Prior to receiving these two distinctions, J.C. Penney was awarded in November 2010 DiversityInc’s "Top Company for Diversity-Management Progress" for its considerable gains in workforce diversity in the retail sector and throughout corporate America.
"Over the past two years, J.C. Penney has made significant strides in improving its diversity management priorities," said Luke Visconti, CEO for DiversityInc. "They have enhanced the visibility and purpose of its associate resource teams, who serve as a conduit for communication and training, and provide valuable insights into the diverse needs of communities they serve."
Tb!s the bargain shop names CEO
Mississauga, Ontario — Tb!s the bargain shop, a leading Canadian discount store chain, announced that Beryl “Jack” Buley has been appointed president and CEO, effective immediately. Tb!s operates 238 stores in Canada.
Buley’s promotion is designed to position Tb!s to continue to expand its retail footprint and gain share in the Canadian market. Former president and CEO, Michael Roellinghoff, will assume the role of vice chairman of the board.