This document outlines how retailers can use customer data and analytics to improve the shopping experience from start to finish. It discusses using data to provide personalized recommendations and promotions to customers in-store and online, streamline supply chains to quickly meet customer demands, and optimize delivery to offer convenience and transparency. The goal is to increase customer loyalty, engagement, and spending through a seamless, tailored experience.

1. 1

3. • Customers
are
instantly
recognised
and
welcomed
in
store
• Rich
product
information
supports
purchase
decisions
• Augmented
reality
features
take
the
hassle
out
of
trying
on,
using
detailed
data
about
customers
likes,
preferences
and
body
metrics
• Basket
value
can
be
increased
by
alerting
in-­‐store
staff
to
high-­‐value
customers
• Loyal
customers
can
be
rewarded
with
value-­‐add
services,
e.g.
deliver
shopping
to
home
or
car

5. • Customers
are
instantly
recognised
and
welcomed
in
store
• Rich
product
information
supports
purchase
decisions
• Augmented
reality
features
take
the
hassle
out
of
trying
on,
using
detailed
data
about
customers
likes,
preferences
and
body
metrics
• Basket
value
can
be
increased
by
alerting
in-­‐store
staff
to
high-­‐value
customers
• Loyal
customers
can
be
rewarded
with
value-­‐add
services,
e.g.
deliver
shopping
to
home
or
car

7. • Customer
insights
are
used
to
make
tailored
recommendations
• iBeacons
guide
people
to
relevant
shops
and
merchandise
• Dynamic
pricing
rewards
customers
with
on-­‐the-­‐spot
offers
• By
remembering
people’s
in-­‐store
product
considerations
retailers
can
follow
up
with
hyper-­‐personalised
offers
on
digital
channels
• Retailers
can
wrap
value-­‐add
content
or
services
around
purchase
decisions,
e.g.
meal
plans,
information
guides,
appliance
insurance

9. • Social
channels
and
visual
content
entice
customers
to
buy
• Well-­‐placed
peer
reviews
and
recommendations
back
up
purchase
decisions
• Relevant
product
recommendations
can
be
made
in
store
or
online
by
analysing
the
habits
of
‘people
like
me’
• Retailers
can
offer
innovative
ways
to
connect
friends
and
family
around
shopping
requirements,
e.g.
gifting,
party
plans
• Retailers
can
grow
brand
engagement
through
the
imaginative
use
of
social
gamification,
e.g.
rewarding
customers
with
first-­‐in-­‐queue
for
sales

11. • Avoid
basket
abandonment
with
a
simple
customer
experience
that
makes
shopping
easy
and
convenient
• Entice
browsers
back
with
targeted
advertising
and
dynamic
offers
• Encourage
repeat
purchase
by
making
relevant
recommendations
based
on
purchase
history
or
web
behaviours

13. • Individual
products
can
be
tagged
and
tracked
for
an
up-­‐
to-­‐the-­‐minute
view
on
delivery
progress
• Customers
can
choose
delivery
slots
and
places
to
suit
them
• Products
can
reach
their
destinations
in
the
shortest
possible
time,
helping
retailers
keep
up
with
the
pace
of
customers’
expectations
for
instant
fulfillment
• Transportation
journeys
can
be
configured
for
the
optimum
cost
efficiency
and
sustainability
• Click&Collect
pick-­‐up
points
encourage
customers
in
store
and
grow
basket
value

15. • High-­‐fashion
trends
can
be
instantly
cloned
and
communicated
to
suppliers
• Supply
chains
can
be
quickly
reconfigured
around
seasonal
trends
and
must-­‐haves
• Retailers
can
be
first
to
market
in
a
fast-­‐paced
environment
• Supply
chain
visibility
gives
an
instant
view
on
stock
availability,
avoiding
shortages
and
customer
disappointment
• Retailers
can
stay
one
step
ahead
by
identifying
and
responding
to
what’s
trending
on
social

17. • Short
shelf
life
produce
can
be
accelerated
through
the
supply
chain
• Supply
chains
can
be
quickly
reconfigured
around
seasonal
produce
and
demands
• Retailers
can
be
first
to
market
in
a
fast-­‐paced
environment
• Supply
chain
visibility
and
demand
forecasting
gives
an
instant
view
on
stock
availability,
avoiding
wastage,
shortages
and
customer
disappointment