Perspective: Customer Needs and Strategies — Grocers Embrace Omnichannel Retail
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This IDC Retail Insights Perspective presents the results of the 2012 RIS News/IDC Retail Insights' Supermarket Benchmark Study, which sheds light on the degree to which "omnichannel" retail has permeated the grocery segment and highlights key areas grocers are focusing on to engage the customer and drive sales with technologies based on the four forces: big data, cloud, social, and mobile. In more detail:
- Grocers are focused a little less on store remodels and more on revisioning customer experience, embracing mobility, and experimenting with interactive marketing such as digital signs and social media to engage customers.
- Grocers are adopting ecommerce and ecommerce analytics at a pace that outstrips investments in capital spending, signaling a shift in how they are delivering their marketing message for customers and an interest in supporting the customer's demand for an omnichannel shopping experience, and offering multiple purchase scenarios (online — pick up in-store, online — home delivery) as well as payment options (self-checkout, self-service) to meet customers' need to shop where they want, when they want.
IDC Retail Insights views the results of this Supermarket Benchmark Study as representative of the larger trends we are seeing in the retail segment as retailers seek to embrace the four forces and reach their customers in new ways with personalized shopping experiences. Grocers and retailers should consider some of the best practices highlighted in this document, including changing product and particularly private-label brand mixes, engaging the mobile shopper, using mobility to increase employee productivity, and using analytics to drive customer engagement.
IDC Retail Insights: Merchandising and Marketing Strategies and Retail Analytics , IDC Retail Insights: Retail IT Infrastructure Strategies , IDC Retail Insights: Retail Store, Channel, and Consumer Strategies
Analytic applications, Applications, Messaging security, Mobility, Networks, Order management, Procurement, Sales operations, Social networking, Software, Tablet PC, WiFi, WAPI, Wireless LAN infrastructure, eCommerce
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