How Technology Enhances In-Store Customer Experience

When we think of how technology has shaped the customer’s experience in the modern age, we tend to think of online shopping and the rise of e-commerce, which has undergone significant growth in recent years. But actually, technology has also had a significant impact on the customers’ in-store shopping experience, too, helping to make things more convenient and engaging. Indeed, a snapshot of the modern in-store experience would look vastly different from an image of the in-store experience of ten years ago. This has helped quell the threat that e-commerce would sweep up all customers. By incorporating modern touches into stores, brick-and-mortar businesses have been able to wrestle back customers from online shopping. In this post, we’ll take a closer look at some of the key technology-backed improvements that have helped to shape the modern shopping climate.

Click and Collect

It’s just a fact that people like shopping online. It can be much more enjoyable to research products from the comfort of your couch, rather than walking from one shop to the next. It’s in this context that e-commerce shopping became so popular. The downfall of the online shopping experience was that you’d then have to wait for the product you bought to be delivered.

Many brick-and-mortar businesses now offer a click-and-collect option, which blends the best of both online and in-person shopping. With this, a customer can research and buy products online, but then pick up their item at the store’s physical location. This option particularly speaks to people who like online shopping but who also like to spend time in face-to-face environments.

In-Person Ordering and Payments

Step into a modern store, and you’ll likely find various ways to find and pay for your products. You could take the traditional browsing route, find an employee who can get detailed information about products via their tablet device, or find and pay for your items through a pcap touch screen device. This last option is becoming increasingly popular, since it offers a level of convenience that modern customers appreciate. While some customers like to take their time, others know what they’re looking for and want to get in and out as quickly as possible. Having the option to self-serve allows them to do that.

Product Information

One of the reasons why customers like buying online is that they can access significant details about the products that they’re considering buying, including customer reviews. That option was not historically available to in-person shoppers, at least not directly. Now, many stores have QR codes next to products which, when scanned, will pull up the product page on the store’s website. This allows the customer to see much more information, which they can then use to make an informed decision.

Empowered Staff

Finally, technology has allowed staff to be more knowledgeable and useful than ever before. Armed with a tablet device, they can access a wealth of information that can help the customer, including making recommendations for alternative products if an item is out of stock.