Survey reveals how to keep shoppers returning
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.