Discover how retailers need to rethink their store strategy and adapt to new technology and trends by leveraging customers’ mobile devices, and coordinating online and mobile channels with in-store shopping.
• Cognizant 20-20 InsightsBuilding the Intelligent Store Executive Summary For retailers, the intelligent store lowers costs through process streamlining, less reliance on As far as customers are concerned, online retail fixed POS and the reduction of coupon handling is now the state-of-the-art in shopping. Online fees. At the same time, it makes the deployment of customers enjoy a smart, personalized experience sales personnel more efficient and improves their with rapid price and product comparisons, plenty of interaction with customers while increasing the information, and often spot-on recommendations effectiveness of in-store promotions. The obvious based on their purchase history and preferences. potential: increased basket size, greater customer satisfaction and loyalty and higher profits. Shopping in retail stores can’t compare. Most merchandize sits or hangs in silence, a sort of The Growing Challenges of Bricks- take-it-or-leave-it proposition that does little to and-Mortar help customers make a buying decision. Make no mistake: stores still matter. They are the The networked “intelligent store” is about to most critical part of the manufacturer-to-retail change the balance of power. By leveraging supply chain. The best stores are doing more to customers’ mobile devices, retailers can now help customers make decisions, finalize opinions integrate online and mobile channels with in- and exit quickly to serve as satisfied ambassa- store shopping. The obvious advantage is that dors. And the desire to shop in person has not the merchandize they want can be taken home abated among committed shoppers. immediately. But store retailers face many challenges. Obtaining genuine value from store business Rethinking the Model processes has never been more difficult. Margins are compressed. The Internet and social media The goal isn’t just “modernization” but rethinking are funneling information to an increasingly the concepts of selling and customer service to sophisticated customer. Competitive distribution create a true 21st-century shopping experience. channels are emerging. In a networked store the experience is enhanced through customer recognition, information “pushed” to customers based on preferences, As a result, profitable retailers have to balance special offers made in real-time, the aggregation store and infrastructure costs with the need to and redemption of digital coupons, and greatly improve customer satisfaction and differentiate expedited “dynamic checkout.” the in-store experience. That’s a tall order when your store traffic is bleeding at the edges from online competition. 20-20 Insights | October 2011
Five Critical Questions • Mobile Support: The intelligent store supports mobile applications like couponing to serveRetailers need to address five critical questions to customers who are increasingly comfortabledeliver the 21st-century store experience: with sophisticated smartphones. In fact, it is now possible to capture and automate coupon1. How does the retailer-to-shopper relationship redemption — so customers don’t have to change in the world of social media? personally manage their paper coupons.2. How do you bring into the store environment the service options available online? • Loyalty Data: Smartphones (and in-store touch screens) will link to loyalty data and provide personalized communications.3. How can you reduce the cost to serve while increasing customer loyalty? • SocialNetworking: Through social networking, customers will build community, get feedback4. How do you automate repetitive labor tasks? and share information right in the store.5. How do you make the shopping experience memorable? • Real-Time Targeted Information: Product information will be available digitally through signs or shoppers’ handheld devices.The Five Things People WantIn a May 2011 column on his daily blog [“What • Dynamic Checkout: Payment will be made almost anywhere in the store, so no more(people) want”], marketing guru Seth Godin listed checkout lineups and far more sales associatesthe five things he believes all of us want. They working the floor.happen to capture precisely what the intelligentstore is all about: High Integration, High Touch• Notice me. The intelligent store takes multi-channel integra-• Like me. tion to the next level. An in-store shopper might• Touch me. run a price-comparison application while tapping• Do what I say. into one or more social networks for opinions.• Miss me if I’m gone. GPS-enabled geo-location services can draw con- sumers to in-store promotions at nearby loca-Emulating the Online Experience tions.In-Store The intelligent store also makes smarter use ofThe best retail Web sites do it all. Shopping on- staff, which is in keeping with a recent major pushline offers customer recognition, customer appre- by retailers. According to a January 2010 studyciation, and customer responsiveness. And they by RIS News, in 2009 planned upgrades of work-claim to miss us when we are gone. force management applications jumped 61%. 1 Such huge interest reflects a pronounced desireThe intelligent store brings that same level of ser- to hire, train, and schedule more efficiently and tovice and technology to physical stores. It offers better deploy staff to personalize in-store service,retailers the opportunity to reinvent the physi- like online retailers do.cal shopping experience so it flexes responsivelydepending on how consumers choose to interact Point-of-service is where the intelligent storewith it. really shines. The shopping experience can be enhanced with a high-touch option that keepsThe intelligent store will come to shoppers with customers coming back. Staff can spend moreservices and add-ons that consumers are waiting time and impart more helpful information — withfor. (See sidebar, “What Do Shoppers Say?”) shoppers, increasing satisfaction and basket size. Mobile device links or self-service kiosks ease 20-20 Insights 2
store navigation, promote the in-store “endless and helps to plan work schedules to improveaisle” concept, and bring Web delivery alterna- customer service. Analyzing key trends such astives to in-store shoppers. shrink patterns enables store managers to target their activities and drive bottom-lineHow Do You Build the Intelligent Store? productivity.Here are seven fundamental prerequisites that 7. Shift from point-of-sale to point-of-make a store “intelligent”: service. Point-of-sale is the most im- portant and often the only point of cus-1. Take the store to the customer. Stores tomer interaction. Strategies that reduce need to be everywhere that shoppers are — of- POS dependence and create differentiated at- fline, online and on the road. Retailers need shelf, mobile “point-of-service,” or customer to leverage the latest technologies to provide handheld “applet” solutions let shoppers ex- shoppers with product information, details on ecute checkout services from anywhere within promotions, checkout opportunities, delivery or outside of the store. alternatives and other services, regardless of location. First-Mover Advantage2. Integrate stores with other supply chain All seven prerequisites of the intelligent store are elements. Agile supply chains include stores. possible today in the networked in-store environ- By integrating with merchandising, sourcing, ment. But reality isn’t remotely close. In fact, in- logistics, order management and order ful- store shopping hasn’t changed all that much for fillment, the intelligent store enables flexible a century. demand response no matter where customers are. Yes, store environments are radically different to look at, as is merchandizing. But anonymous3. Support social networking. Intelligent customers still stroll through stores without infor- stores are an extension of customers’ social mation to evaluate goods, and goods still just sit networks. Smart retailers tap social media to mutely on a shelf or hang from a rack. Even tech- engage their customers. nological advances like promotional videos are really just tape loops without a target audience.4. Be customer-centric. Intelligent stores track and expand upon customer trends and Intelligent store technology has arrived. But the relationships. You grow your customer base vast majority of store retailers have not yet ar- through targeted promotions, personalized rived at the decision to jump in. messages, and in-store loyalty management programs. Customers opt into these capabili- Understanding the reticence, we are developing ties because they recognize the value. a service-based intelligent store solution, Cogni- zant IntelliStore™, that removes the capital risk5. Empower store managers. Intelligent while conferring all the benefits of first-mover ad- stores should be outcome-oriented. They pro- vantage for retailers who choose to partner with vide store managers with the data needed to- us. react to exceptions in-store, generating alerts (when a shelf is out of stock, for example) and Cognizant IntelliStore™ Solutions decisions (assigning the re-stock task to a store associate). This empowers store manag- We offer a suite of four powerful, digitally net- ers to be more effective by being on the floor, worked tools that integrate channels to give in- helping customers and driving revenue. store customers online-type advantages. These are the components of the Cognizant IntelliS-6. Manage the store efficiently. More effective tore™: use of employees is another major benefit. With dynamic checkout, reliance on POS is Automated Coupon Redemption (ACR) reduced, freeing personnel to work the sales Personalized In-Store Experience (PSE) floor. The intelligent store also provides Dynamic Checkout (DC) associates real-time access to enterprise data Agile In-Store Marketing (AIM) 20-20 Insights 3
These are game-changing technologies that Agile In-Store Marketingleverage the proliferating mobile devices socustomers can make better purchasing decisions Real-time pricing and promotions are the dreamand check out more conveniently. Through of every future-looking retailer. With our Agile In-custom-designed mobile apps, in-store offerings Store Marketing (AIM) solution, digital signageare described, compared, recommended and and pricing are fully networked and integrateddiscounted to selected customers. with back-end channels. We help manage the re- tailer’s digital assets for the most effective pre-Automated Coupon Redemption sentation to each customer based on the mobile app they are carrying.Our Automated Coupon Redemption (ACR) solu-tion aggregates all coupons via a centralized da- Analytics That Grow in Valuetabase. Business rules are tracked and applied forevery SKU. Loyal customers can be rewarded at Connected customers provide the data retail-checkout via coupons stored in a “digital wallet.” ers need to improve the shopping experience.The ACR solution reduces handling costs of cou- Through Cognizant IntelliStore™, customer datapons drastically. It also virtually eliminates front- is gathered, analyzed and automatically fed backend and back-end fraud. for product recommendations and pricing incen- tives designed to increase the shopping basketPersonalized In-Store Experience with every visit.Our Personalized In-Store Experience (PSE) solu- Getting Startedtion tailors in-store shopping for every connectedcustomer via a custom-created app on their mo- The intelligent store is the future of physical re-bile device. The store’s system is alerted when the tailing. The technology exists today. It’s up to re-customer arrives. Their experience is personal- tailers to begin innovating so they can developized with messages, customized coupons, and so- their own strong platform ahead of the competi-cial-media connections. Loyalty can be rewarded tion.and incentives provided. Customers can be linkedto QR codes through their handhelds to make Conclusionsprice and feature comparisons or to see recom-mendations from other customers. Interaction 1) Shoppers are empowered. Retailers need towith store associates is “informed” by the cus- rethink their store strategy and adapt to newtomer’s buying history and preferences. technology/trends.Dynamic Checkout 2) The answer in all cases is to avoid dislikes and amplify what customers want. Intelligent storeWith our Dynamic Checkout (DC) solution, mobile technology does both.devices, both customer-owned and store-owned,are used for payment. Checkout can happen any-where in the store. Lineups go away. Reliance onfixed POS stations is reduced. More associateswork the sales floor. 20-20 Insights 4
What Do Shoppers Say? Shoppers would like to see store personnel make these improvements:In late April of 2011, we conducted our secondannual Shopper Experience Study, tracking the • Ability to match competitive online prices (68%)preferences of 2,427 shoppers in the U.S. and • Improved customer service skills enabled byCanada.2 technology (64%) • More store associate contact in the aisles withThese are some of the highlights most relevant to checkout processing capabilities (58%)our IntelliStore™ services: • Better electronic access to product information, inventory location, and ordering (53%) • Better product knowledge enabled byShoppers most dislike while shopping: smartphone, tablet technology, and digital• Out of Stock (73%) signage (27%)• Slow checkout (67%)• Store associate with poor knowledge (47%) Customers most appreciated or desired the following services:Mobile services that shoppers are waiting for: • Home delivery of in-store purchases at no extra charge (29%)• Coupons was the top choice (5.9 of 10) for • Automatic redemption of coupons from the services shoppers will use if offered on a mobile retailer and manufacturers (25%) device • Store pickup of online purchases (20%)• Loyalty program awards/offers (5.3 of 10) • Returns to stores after online purchase and• Product comparisons (5.3 of 10) home delivery (19%)• Product/price lookup (5.3 of 10) Shoppers were very interested in using coupons/Deals, discounts, and social networking are here gift cards as an alternate payment methodto stay. In order of importance, shoppers prefer (8.3 out of 10).these types of sites to take advantage of specials:• Group buying/deals (Groupon, Living Social, Daily Deals)• Discounts (Ideeli, Rue La La, Beyond the Rack, Gilt)• Social networking platforms (Facebook, Twitter, MySpace)• Geolocation (ShopKick, Foursquare, Gowalla)Footnotes1 “Store Systems Study 2010,” RIS News, January 2010, page 16.2 With Market Tools, Inc. we conducted an online survey of 2,427 shoppers in U.S. and Canada in April 2011 20-20 Insights 5