in-store digital experience Archives - AISS Technologies

Digital assistance on-the-spot – SCREEENFORMER

Marketing — Fri, 18 Feb 2022 16:29:18 +0000

Digital assistance with digital signage technology can support retailers’ efforts to solve in-store customer experience challenges. In-store interaction solutions empower brands to create outstanding on-the-spot offline information sharing and assistance experience, providing and incomparably strong brand consistency across all channels. Bringing the online customer experience in-store as the continuation of the customer experience journey is one of the cornerstones of retail brands worldwide.

The client

The leader of quality electronics retail in Italy, keen to form the retail landscape that is both complex and exciting. They are always with one foot in building the future to create solutions that truly help people when they need it. They believe in physical stores, in digital and in the powerful combination of the two.

Established in 1967
Located in over 22 countries
Over 370 stores all over Italy
Wide range of products from household appliances, computers, phones, photography, televisions, audio and Hi-Fi

The Goals

The client’s first objective was to include physical store experience into the customer experience journey. Secondly they were keen on helping consumers with effective advice and sales support on-the-spot. Most importantly they were focused on effectively building an omnichannel strategy to stay in touch with customers on all communication channels.

The Challenge

Solving their in-store digital experience challenges in the following 4 perspectives:

Informing the consumers in-store about all the features of each television separately
Assisting the customer in finding the right television with incomparable digital experience
Edit the price changes and discounts centrally directly on the televisions
Go paperless with the help of a digital savvy solution

The Solution – Digital assistance driving in-store customer experience

Concept

In-store assistance and customer experience was put in the heart of the concept. The main focus was on building omnichannel brand consistency throughout the customer journey.

Inform customers about TV set features
Assisting buyers to find the most fitted TV set in-store
Ablility to customize the offers on-the-spot
Go paperless for cost reduction and speed

Implementation

Implementation of SCREEENR Digital Interaction Platform as the core of the digital experience

Implementation of custom application content to show the selected TV sets

Integrating data of the TV sets (prices, names, features)

Optimization

Optimization and maintenance of the system based on sales data

Low maintenance costs ensured by direct data feed from the existing systems

Continuous elimination of in-store paper marketing materials

Digital assistance towards unique customer experience

1.

All TV set has its own product information and feature list directly on the screen and could be changed centrally real-time

2.

All TV information is visible without any paper stickers what makes it easy for the customers to learn and inform about them

3.

Buyers can even filter and select the most appropriate TV set on a digital screen with smart filtering

WOULD YOU LIKE TO POWER UP YOUR IN-STORE DIGITAL ASSISTANCE?

GET STARTED

4.

The selected TV set’s screen is blinking and indicates the whereabout

WOULD YOU LIKE TO POWER UP YOUR IN-STORE DIGITAL ASSISTANCE?

GET STARTED

The results

100% decrease in digital in-store campaign implementation time
98% increase in the effectiveness of combining omnichannel strategies
32% less time spent on searching for shop assistants to collect the needed information
25% less paper usage and printing costs

The post Digital assistance on-the-spot – SCREEENFORMER appeared first on AISS Technologies.

Digital customer experience is the key to success

Marketing — Fri, 18 Feb 2022 09:53:31 +0000

Outstanding customer experience defines the everyday lives of customers and retailers, because how consumers engage with a brand and their experiences during online and offline interactions will determine the success of the business on the long run.

Recently we have witnessed further penetration of the online world, that led to previously unimaginable expansion of the communication channels, which are now being strongly influenced by the social environment and the rapid changes of the consumers’ needs. Brands are keen to meet their customers’ expectations throughout the entire customer experience journey and they have to incorporate new interaction points in their operating and business models.

How did consumer expectations changed?

Today’s customers expect speed, convenience and consistency in their customer journey, a series of experiences that not only meet their needs, but also engage and delight them. Brands need to take the facts from several researches into consideration to stay in the race.

Over 70% of consumers prefer speed and convenience. [1]
90% of consumers expect a consistent brand experience across all channels and devices. [2]
38% of shoppers say it’s important to find the products they are interested in quickly and conveniently with additional product information at the point of sale [2]
87% of shoppers start their product search on digital channels. [3]

Three truths about how customer experience drives business success

Customer experience is the sum of all interactions a customer has with a brand, at every stage of the customer journey – from the appearance of the demand, through information gathering and payment, to repeated purchases.

1. DRIVING SALES BY CREATING UNIQUE CUSTOMER EXPERIENCE

Buying experience plays an important role in converting a visitor into a customer, moreover customer are usually willing to pay more because they had positive feelings at the end of the buying journey.

More than 2/3 of shoppers say that positive experiences influence their purchasing decisions [1]
43% of consumers are willing to pay more for more convenience. [1]

2. BRAND LOYALTY AND PROMOTION

Superior customer experience has a strong impact on customer retention and repeated purchases, as satisfied customers want to relive their journey and share their positive experiences.

72% of customers share their positive customer experience with more than six people [3]
32% of shoppers would turn away from a brand they like after one bad experience [3]

If companies realize the importance of the consistent buyer experience on every interaction point, they can stay ahead of the competition. Not only because of the repeated purchases, but they will be able to utilize all satisfied clients as brand ambassadors.

3. BRAND CONSISTENCY

Modern customers value the experience that spans through the entire digital customer journey and consistently delivers the same level of customer satisfaction. Therefore brands should focus on consistency regardless of the communication channel or interaction point they get in touch with their buyer.

50% of online shoppers continue to shop at a store where they receive the products they ordered. [4]
90% of shoppers wants to see the same consistent brand experience on any channel a brand uses [2]

Buyer’s desire for a consistent digital customer experience has become unquestionable in the fast-paced digitalized world. Experience drives the buying decisions of the customers, their loyalty and brand engagement. It is what differentiates a brand from its competitors, that is why it became inevitable to deliver a consistent brand experience this consistently throughout the entire buying journey, in every interaction.

What can we take home from the above?

The reign of online shopping and the expansion of communication channels has only increased customers’ desire for a real shopping experience.
As Szilvia Burka, Director of Marketing and Online Services at Praktiker, said in an interview recently:

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For us it is very important to develop both sales channels (online and in-store – expl.), not independently but together. Today’s customers switch between channels several times, so we need to create an easily interoperable ecosystem.

For AiSS, the overall conclusion is straightforward: customers are channel agnostic and expect brands to deliver a consistent customer experience regardless of how they interact – be it online, social media or in-store.

Communication channels need to be developed parallelly, as shoppers expect a fast, convenient customer journey everywhere. They want to interact with brands digitally also at the point-of-sale to make an informed decision.

Would you like to evolve your in-store digital customer experience?

GET IN TOUCH

Sources:

[1] New consumer behaviors accelerate need for companies to focus on experience for long-term growth, [Accenture]

[2] Ninety percent of holiday shoppers expect consistent brand experiences across channels and devices, [SDL]

[3] Rebuilding retail relationships, [Publicis Sapient]

[4] The customer-facing digital signage market in retail through 2021, [Future Stores]

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Virtual Sommelier – The bridge between online and offline

Marketing — Thu, 27 Jan 2022 13:59:29 +0000

Digital signage solutions can help retailers to solve many customer related challenges in their own area of operation if the approach and the application of the supplier is customized for their specific needs. Handling digitalization, innovation and building an outstanding in-store digital experience are the cornerstones of the modern retail brands worldwide.

The client

The leader of supermarket and grocery retail in Italy, with strong strategic investment focus. Their multi-channel approach is unique in the market paired with innovative digital solutions.

Established in 1962
Associates 2348 retailers
Supermarkets all over Italy
Wide range of products from food, drinks and consumer goods

The Goals

The grocery store chain wanted to focus on digital savvy solutions, since it is already in their vein. Secondly they wanted to provide effective and tangible advice and support to their clients. Thirdly they wanted to educate and make wines an important part of the culinary culture and experience.

The Challenge

They wanted a solution that helps them to excel in the below four important aspects:

In-store digital advise for selecting the right wines to occasions and dishes
Assisting the customer in finding the selected wines on the shelves
Creation of seamless in-store digital experience with actionable support
Increase cart value and consumption of wine without personal sales assistance

The Solution – Creating in-store digital experience

Concept

The concept answers all the challenges the client faced, the phases of the customer journey that drive to buying decisions

Implementation

Implementation of SCREEENR Digital Interaction Platform as the core of the digital experience

Implementation of digital touch screen(s)

Implementing Electronic Price Labels with leds

Integrating product data (prices, names, countries, matching dishes etc.)

Optimization

Optimization and maintenance of the system based on sales data

Low maintenance costs ensured by direct data feed from the existing systems

The in-store digital experience

1.

Customers navigate through the screen comparing, matching, selecting wines and related goods

ARE YOU READY TO BRIDGE THE GAP?

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2.

Smart system recommends a selection of wines based even on the dish the customer plans to have

3.

The selected wines’ electronic price label is blinking and indicates the whereabout

ARE YOU READY TO BRIDGE THE GAP?

GET IN TOUCH

The results

98% increase in the consumption of exclusive wines
32% less time spent on searching for wines on the selves
16% less time spent on waiting for the shop advisors

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