Human beings are continuously updating the ways in which they communicate and using mobile devices to enhance retail execution is one of the most effective and powerful means to do so within an enterprise today. All of this means that customer expectations are changing—rapidly. Whether we’re multitasking from our couch or comparing product specs in store, this transformation has fundamentally shifted how we view shopping as an experience.
Today, shopping is not just the act of acquiring goods; it has become a prominent pastime. In a 2016 survey of nearly 60,000 18- to 24-year-olds, shopping was the third most popular pastime (67%) behind socializing with friends (77%) and listening to music (70%); it was ranked above watching TV (60%), going to the gym (41%), and partying (37%).¹ And over the last decade, consumer-spending growth in experiential categories (like travel and dining out) has outpaced retail growth averages.
What this means is that what consumers are looking for—what they’re ultimately buying—is not just a product, but an experience. It’s not just the food, it’s the ambience of the restaurant. It’s not just a new TV, it’s the comfort of knowing that the store will replace it without hassle should it break. It’s not just the shoes, it’s the ability to make sure your size is in stock before you go to the store and try them on.
Creating a central repository for customer information is a vital use of technology. In real time, mobile data can be collected, uploaded and stored in a cloud—virtually untouchable—where it then becomes available to all team members. Having a protected data source is invaluable for field team management because it increases the level of accountability and improves the exchange of reliable information.
Customer expectations shift rapidly, and retailers must stay ahead of the technology curve in order to build relationships that will ultimately grow their business. At Navision india, we’re building technology to empower retailers to do more. Through Dynamics 365, we’re giving businesses of all types the power to transform. Our retail solution allows retailers to create amazing customer experiences, empower their employees, optimize operations, and transform their products.