Omnichannel

Glendale, California-based casual dining retailer Applebee’s Neighborhood Grill & Bar already allows customers to place orders ahead of time for curbside pickup, but is looking to extend omnichannel convenience even further.

Applebee’s, which operates more than 2,000 franchised stores in 49 states, designed the revised mobile app in partnership with digital ordering provider Olo. The revision comes with new capabilities including a simplified order placement process that allows for advance ordering and order scheduling for any time in the future.

Retailers have a way to go in satisfying their customers in several key areas.

The IBM 2016 Global Customer Experience Index (CEI) evaluated 550 brick-and-mortar and pure-play retailers spanning eight different retail segments in 23 countries across the globe. This study revealed that the industry achieved an overall performance score of 40%, a failing grade, when measured against customer satisfaction criteria.

Sundance continues to expand its retail footprint.

The lifestyle retailer will open a store at Southlake Town Square, an open-air center in Southlake, Texas, on Thursday, April 14, 2016. The opening will give Sundance, which also sells online and via catalog, a total of seven brick-and-mortar locations.

Hunter, the British brand best known for its signature boot, has landed in Japan with style, opening a 3,100-sq.-ft. flagship that targets fashion-focused customers.

Designed by Checkland Kindleysides in collaboration with Hunter creative director Alasdhair Willis, the two-level store features the distinctive DNA of the brand’s London flagship, which offers a modern spin on the British countryside, but in a less literal sense,

Oracle is releasing latest version of its Micros Workstation POS hardware suite with an eye toward supporting a seamless customer experience.

Oracle Micros Workstation 6 hardware solutions are designed to serve as an aggregation point to deliver digital content to store associates and customers. As a result, the POS applications can help retailers provide in-store omnichannel features such as personalized promotions and transactions, clienteling, and “endless aisle” access to a full range of inventory.

By now, everyone has heard the adage “the store is the center of omnichannel” and seen the statistics showing that physical stores account for about 90% of retail sales. So clearly brick-and-mortar stores are as relevant as ever.
 
Well, yes and no. Brick-and-mortar stores can be relevant as ever, but only if they offer modern technological amenities expected by today’s customers. Here are three ways to make sure consumers see your stores as central to their omnichannel shopping activities.
 

Specialty retailer 1-800-Flowers.com operates across several banners and channels, and is trying to present as unified a customer experience as possible.

1-800-Flowers has chosen the IBM Commerce on Cloud solution to ease the process of conducting transactions across all its brands, including Harry & David, Wolferman’s and Fannie May. The platform will also help deliver a seamless customer experience across the Web, mobile and call center channels.

Shoppers may be using EMV-compliant, chip-enabled payment cards, but that doesn’t necessarily mean they like them.

Business research firm Field Agent recently conducted an audit of 100 chip processing systems at leading retailers Costco, CVS Health, Home Depot, Kroger, Lowes, Target, Walgreens and Walmart. It also undertook a survey of 300 consumers who use chip cards. In the survey, only 37% of the respondents reported a preference for EMV cards over the swiping variety; 63% said they would rather swipe a card than insert a chip card.