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The Future of Retail in the Palm of Your Hand

Myplanet
Myplanet
Feb 20 · 7 min read

In-store and online?

More and more retailers are turning to in-store digital interfaces as part of a complete customer experience. From free-standing kiosk displays that allow customers to interact with a full selection of merchandise to customer service representatives armed with smartphones that allow them to guide and track a customer from initial inquiry through to purchase, digital experiences offer a host of opportunities for greater in-store engagement.

Photo by rawpixel on Unsplash

The changing (inter)face of retail

Companies like NewStore, a Myplanet partner, are ushering in a new era of seamless customer interaction with hand-held devices (smartphones in particular) at the heart of the experience.

“[T]he customer needs to be at the core, but store associates are your secret weapons. Use them.” Stephan Schambach, CEO & Founder, NewStore

This kind of all-in-one platform means customers get more immediate results with less fuss, and staff get a single system that enables management of all their software from one device. That’s a huge boon for operations management, and for the adoption of new systems — a hurdle that can be hard to clear whenever new technology is introduced to a workplace environment.

The all-in-one advantage

“Associates prefer to work with devices that have better usability, that offer more simplicity,” says Ringsdorff.

“[T]hink about it this way. Your store teams are made up of consumers, who very closely resemble your customers. Smartphones, and the apps and tools on them, are likely their second nature. Why wouldn’t you arm your employees with technology they’re savvy at?” Stephan Schambach, CEO & Founder, NewStore

Whitfield agrees with Ringsdorff’s assessment, having started to deploy devices in some of their retail locations. “We’ve found it’s a continuation of the personalized journey our reps can offer. They can use the screens to connect with a customer in store and it can automatically push things forward — everything from recommendations to alteration scheduling.”

Challenges

Both Ringsdorff and Whitfield see big opportunities on the horizon for smart screen devices in retail. But they also know that rolling out big changes to the in-person experience requires a careful plan for execution.

Conclusion

“What we have seen is quickly rolling out is not a problem. Feedback from associates has been along the lines of ‘Oh, this is easy. This is an app, I know apps.’” says Ringsdorff.


Myplanet Musings

Thoughts, ideas, insights, and more from the Myplanet team.

Myplanet

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Myplanet

We're a software studio. We make smarter interfaces for the workplace.

Myplanet Musings

Thoughts, ideas, insights, and more from the Myplanet team.