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01/09/2020

Survey reveals how to keep shoppers returning

Dan Berthiaume
Senior Editor, Technology
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Several specific technologies can help keep customers coming back to your stores.

According to results of the 2020 State of Mobility in Retail Report from mobile/IoT management solutions provider SOTI, 31% of U.S. respondents are more likely to shop again in a store that offers a better technology experience. Twenty-two percent are likely to stay in the store longer, while 19% are likely to spend more money and 10% will trust the brand more.

The survey also delved into specific tech-enabled aspects of the store experience that help build customer loyalty. Twenty-one percent of U.S. respondents said a personalized shopping experience that knows them and their preferences is most important, while 32% said keeping their personal data secure is most important.

Other interesting findings among U.S. respondents include:

•    Nearly half (48%) are excited about retail stores tailoring their experience with innovations like facial recognitions and beacons.
•    Seventy-eight percent believe that retailers that implement mobile technology for both consumers (self-service) and sales associates to use, enable a faster shopping experience.
•    Forty-five percent indicated that they prefer sales associates to use mobile devices that allow for checkout on the sales floor over the traditional cash register.
•    U.S. consumers still prefer traditional payment methods like credit and debit cards (53%) and cash (23%) to mobile/alternative payment apps such as Apple Pay (11%) and wearable payment methods like smartwatches (5%), which are still emerging technologies.
•    Fifty percent are very comfortable with voice-activated shopping using assistants such as Amazon Alex and Google Home, with more not having heard of this technology (27%) than being uncomfortable with it (23%).

•    The alternative delivery method with the highest percentage of consumer comfort is click-and-collect (44%), followed by drones (37%), autonomous vehicles (30%), delivery to the trunk of a parked car (28%), and in-home delivery via smart lock (19%).

In partnership with Arlington Research, SOTI looked at global consumer shopping habits in the U.S., U.K., Germany and Sweden.