Category Archives: Customer Experience

by Jennifer Bosavage

Cracking the Gen Z Code

Catering to the preferences and behaviors of Generation Z (or, “Gen Z”) customers has become a top priority for brands aiming to stay relevant and competitive.

Key to fulfilling that goal is a commitment to innovative retail strategies.

Gen Z, born between 1997 and 2012, has an estimated $450 billion in global spending power, and of that, $360 billion comes from the United States.

This generation is known for its tech-savvy nature, strong desire for authenticity and preference to purchase experiences rather than material possessions.

To be successful with Gen Z shoppers, a well executed, thoughtfully planned digital presence is mandatory.

Because experiential customer experiences go much farther than traditional marketing in engaging this influential demographic, many retailers are hosting coordinated events that provide unique and memorable experiences.

Such collaborative events bring together multiple brands or influencers to create a dynamic and multifaceted experience.

Leveraging digital connections Gen Z notices

Two Gen Z girls, one black one white, smiling looking at each other in a clothing rack

For instance, a clothing retailer might partner with a local artist and a popular social media influencer to host a fashion show and meet-and-greet event, allowing Gen Z customers to interact with their favorite personalities and discover new products.

By fostering such collaborations and connections, retailers can tap into the social networks and communities that are important to Gen Z.

Prom events are another popular way for retailers to engage with Gen Z customers.

The largest U.S. beauty retailer, Ulta, sponsors prom-themed beauty events where customers can receive makeovers, hair styling and personalized beauty consultations.

Such events, in combination with its popular loyalty program, has enabled Ulta to create a base of customers that are likely to be loyal for many years because of the beauty giant’s tailored approach.

Such events create a sense of community and excitement among Gen Z customers, particularly because prom is a milestone for many – and they also drive foot traffic into the store.

Nike, too, is tapping into the popularity of loyalty programs with Gen Z.

The athletic shoe powerhouse has launched the NikePlus membership program, which provides members early access to new products, exclusive events and personalized training plans.

Gone are points systems and coupons as rewards: Brands that understand Gen Z’s taste and interests and create loyalty programs broadcast across channels to cultivate a sense of belonging among this demographic.

With Retail Pro Prism, it is easy to keep track of data about your customers so you can best reach them on whichever channel is most effective, and track and analyze different segments of your customers.

Sending regular messages to customers via SMS or email using digital marketing tools such as OptCulture for Retail Pro. It makes advanced segmenting and consistent targeted marketing across channels an easy feat you implement once.

For these digital natives, tech plays an important role in how they view a brand or product.

Immersive and interactive experiences appeal to Gen Z customers; as a result, retailers are incorporating virtual reality and augmented reality technologies, enabling customers to try on clothes virtually or customize products in real-time.

By embracing cutting-edge technologies, brands are able to create a unique and memorable shopping experience, which is especially appealing to this demographic.

The celebrity angle

Designer and celebrity collaborations can also boost a brand’s status with Gen Z.

Take Crocs, the foam footwear brand that has reclaimed a top spot in the footwear world.

The brand has partnered with high-end designer Balenciaga and as well as a range of celebrities — including Post Malone, Justin Bieber and Luke Combs – which has further propelled Crocs resurgence.

Brands and retailers that prioritize offering experiential customer experiences are well-positioned to capture the attention and loyalty of Gen Z customers.

By organizing events, implementing innovative loyalty programs, and integrating technology into their stores, brands continue to create avenues to set themselves apart in a crowded marketplace and forge lasting connections with the next generation of consumers.

Pop-Up Stores Support an Omnichannel Vision

Connecting with Generation Z

Brands Explore Creative Ways To Boost Customer Loyalty

by Jennifer Bosavage

Connecting with Generation Z

Generation Z includes retailers’ first set of digitally native consumers. Born after 1996, these customers have never known a world without the internet.

As a result, they have high expectations of interconnectedness between online and in-store shopping experiences. Smartphone in hand, they browse merchandise online and pickup in-store while communicating in real-time with friends on social networks, apps and text messages.

They were born to shop omnichannel style.

Different paths to purchase for different generations

Sometimes also referred to as “Centennials,” they, together with the previous generation of Millennials comprise more than half of the world’s population.

But the two groups approach shopping very differently.

Whereas Millennials eschewed purchasing “things” in favor of experiences, Centennials are happy to buy technology as well as health and wellness products.

More than any other generation, Gen Z shoppers tend to rely on mobile channels first, particularly YouTube and Instagram. Snapchat and TikTok figure into the mix as well.

Once the initial product research is completed, the brand itself comes under scrutiny.

Many in this age group have bought products because they have values that align with the retailer or brand. Others have boycotted a business to show disapproval of certain practices.

Gen Z is very attuned to the retail ecosystem and not only wants to be a part of it but also understands how to influence it. Irregardless, a syncing of data and inventory across channels is an important feature for brands that want to remove barriers to purchase for Gen Z consumers.

Retail Pro Prism gives retailers the ability to have a centralized view of their inventory across channels, in turn allowing them to give this to their customers.

Loyalty motivators for Gen Z

With a spending power of more than $140 billion, retailers are learning that though digitally native, Gen Z cares about connections and community.

They prefer to shop where they can chat with their friends online as well as with store associates in person, while feeling confident that their purchase decisions are supporting businesses that treat employees well and are not harmful to the environment.

Stores such as Nordstrom combine a traditional brick-and-mortar setting with the more personal experience of a pop-up store.

Mobile POS easily creates a personal feel as it allows sales associates to meet customers where they’re at, whether for item lookup or free-standing checkout, and lends itself perfectly to pop-up environments.

Retail Pro readily supports mobile POS since it’s a browser-based software, which means you can choose whether to use it on Apple, Windows, or Android devices.

AI-driven software helps retailers gather information and analyze data of Gen Z shoppers, which they can use to help create intimate experiences and personalized moments.

Those retailers who have established and communicated an authentic identity that mirrors Gen Z’s ethos will be rewarded with these shoppers’ loyalty.

Timely Delivery vs. Sustainability values

While all demographics want fast, reliable delivery, research finds that Gen Zers are the most impatient. Many want same-day delivery and yet are also very interested in carbon-neutral or emission-free deliveries.

While that appears to be a somewhat conflicted stance, these shoppers are also willing to pay more for more sustainable delivery and returns services: They understand the consequences (higher cost) for the services they want (faster, ecologically responsible delivery).

Retail Pro Prism gives you a clear view of across your channels, which increases your ability to identify points where you might be able to save time for your associates and customers’ orders.

Top retailers are investing in key technologies that provide the enhanced customer experience these young consumers are demanding.

Digital customers will check websites for in-store inventory even for stores that don’t have BOPIS or curbside pickup, which leads to a disconnect between channels that ultimately can lead to customers going to competitors.

As younger generations are digitally native, they’ll embrace technology, digitization and collaboration, and require the brands they buy to do the same.

For retailers, that will lead to more success and profitability.

POS software on tablet for specialty retail

Get 360 degree visibility with end-to-end retail software

Take Another Look at Sustainability

Using Retail Pro mobile POS to connect with customers on the sales floor

by Jennifer Bosavage

Reaching Customers In a Sluggish Economy

The current uncertain economic climate is putting a damper on consumer confidence. A shaky job market economy coupled with inflation is affecting daily life everywhere from the gas pump to the grocery store.

As a result, many shoppers are focused on getting more value for their money by seeking lower pricing on everyday purchases.

Often, that means frequenting discount stores rather than higher-end retailers as well as shopping using less-traditional channels, such as retailer loyalty rewards and cashback offers. In combination with reports to help analyze potentially advantageous adjustments to price levels, Retail Pro Prism offers loyalty and rewards programs with it’s software out of box, which come in handy in these times.

Omnichannel Advantage

However, retailers that can strengthen the bond between online and in-store will find that success with one channel will positively influence the other.

Retailers and brands that provide a true omnichannel experience deliver consistent product information, customer service and account information using all their sales channels: online, in store and on the phone.

As a result, they build better customer relationships and inspire more brand advocates.

Shoppers’ purchase histories differ as widely as the ways they want to make purchases. Some prefer to shop online from start to finish.

However, according to Harvard Business Review customers who do use all channels in their journey tend to spend more – on average 10% more, so offering omnichannel services is important.

Retail Pro Prism is a full retail management and POS platform for omnichannel retailers, with integrated data and view of all channels.

Different Strategies Suit Different Customer Journeys

A solid self-service site should show customer-specific pricing, provide account information including order history and delivery status, give access to reference materials, and integrate in-store inventory information.

Others rely on customer service representatives to help place their order, or to provide more personal assistance with transactions.

Full-service requires expert salespeople or customer service reps who can answer questions, provide recommendations, develop personalized solutions and place orders for buyers.

A hybrid approach is aimed at those looking to make a purchase by themselves, but who want the opportunity to speak with someone in case a question arises.

Shoppers can communicate with a salesperson or representative by using online chat, e-mail messaging or “click-to-call.”

Combining round-the-clock customer service assistance with self-service ordering provides buyers the freedom they want with the support they need to make their purchases.

Hybrid Support

A solid hybrid methodology showcases an online approach that supports in-store shopping – which, in turn, encourages online purchasing.

By regularly evaluating your customers’ online search and purchasing history, a more personalized online experience can be created.

Streamline checkout, make special pricing easy to understand and find, and reduce friction both online and in-store.

Whether a retailer embraces online, in-store or a hybrid approach, web analytics defines the products customers have been researching and offers insights regarding buying patterns.

That information can inform loyalty program profiles and help provide a personalized omnichannel experience. Such personalization illustrates to customers that a company has taken the time to know them and their preferences.

Security

Another way to build trust and, as a result, loyalty, is to invest in secure, accurate technology that protects customer data.

Retailers collect a variety of information, with an enormous responsibility to keep it safe. Firewalls, private networks, encryption and multi-factor authentication can all be part of your security portfolio.

Be sure to communicate what security measures are in place with your customers, because the more customers see retailers working on securing their data, the more likely they are to trust you. Economic stutter steps are unavoidable. Retailers that are prepared with solid omnichannel solutions backed by secure technology will be well equipped to face the challenge of such slowdowns.

Retail Pro Prism is PCI compliant and has functions to prevent errors from being executed by employees that cost your business, such as limits on certain actions or transaction sizes, so that when mistakes happen they don’t have consequences.

Woman window shopping and carrying lots of shopping bags

Recessionary shoppers: convenience over experience?

female owner of fashion store using digital tablet to check stock in clothing store

Tempered supply chain issues and strategies

by Jennifer Bosavage

Name brands take on private label competition

As inflation heats up, store-brand and private-label products are becoming more attractive to consumers who typically buy more expensive name-brand goods.

Recent economic reports project real GDP growth will slow to 0.7 percent in 2023.

Such a cloudy financial outlook makes private labels popular as shoppers actively seek ways to get more for their money.

The trend has given manufacturers pause as they consider how to retain customers in the face of less expensive competition.

Upgrading private-label brands

Years ago, store-brand products often had bland packaging and were often not in the same league quality-wise as their more expensive competitors.

But today, that’s changed, with stores offering good quality at value pricing.

Some, such as Target, are marketing brands that are sought-after, including Threshold, Good & Gather and Up & Up.

For example, the food segment has seen significant growth in private-label success in the past three years.

The Food Marketing Institute reports that over 40% of consumers surveyed said they are more likely to buy private brands now than before the pandemic, and plan to continue doing so.

Nationwide brands need to actively market themselves to avoid being drowned out by an impending tidal wave of less expensive competitors.

To maintain relevance, experts suggest following the following tips.

Value in the details

Name brand products need to appear relevant to customers by clearly highlighting their features.

That may include describing hand crafting, attention to detail or a unique recipe, which would justify the higher price.

In addition, the price/value proposition should be appropriately marketed to the target audience.

Branded products must differentiate how they differ from private label goods, and how those differences benefit the customer.

Bonus perks creating loyalty

By providing related services, name brand products cultivate loyalty.

For example, Williams Sonoma provides in-store cooking instruction. Customers can learn new techniques, try out recipes and buy equipment all during a single visit.

Values-based private label brands

Having a social consciousness is attractive particularly to shoppers in the younger generations.

For example, Patagonia’s Worn Wear appeals to those shoppers committed to reducing overall consumption.

And Lush cosmetics are cruelty free, while Seventh Generation is environmentally friendly.

The key is to distill the brand’s message into something relatable to customers, and promoting it as fundamental to the product.

Lower cost private label brands for comparable quality

The primary reason private label products are bought initially is the cost factor.

Once a customer is convinced that the products are only minimally different that the more expensive name-brand counterparts, it can be difficult to win back that customer.

The best defense is therefore a strong offense.

Well financed national name brands can afford to use innovation and marketing to compete against private labels, and their survival depends upon it.

Brands Explore Creative Ways To Boost Customer Loyalty

Take Another Look at Sustainability

by Jennifer Bosavage

Retail – What’s causing tension in your customer experience?

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Get Retail Pro Prism!

Powerful POS & retail management platform for better retail experiences

✓ Replenishment & inventory management

✓ Customer & employee management

✓ Available on iOS, Android, and Windows

✓ For mobile, laptop, and desktop devices

✓ Robust pricing & promotions

✓ Store operations & back office

✓ Performance & KPI reporting

✓ Intuitive, tailorable POS

Visit Retail Pro and our partners at NRF!

by Jennifer Bosavage

Rebuilding customer relationships

The retail landscape is challenging, regardless of business success and size. Visit Retail Pro’s website to see how you can get total visibility into the operational issues that keep you from rebuilding strong customer relationships.

Rebuild customer relationships

Professional Shopping Assistant Using Digital Tablet Helping Female Client Buy Clothes And Improve Personal Style In Store. Free Space

Improve your relationships with customers with smoother operations and personalized service tailored to their individual needs and shopping habits.

  • Serve customers more effectively with operational efficiency and flexibility to use your whole business to its full extent – merging inventory visibility across store, branches and channels
  • Gain visibility, and in turn insight to their desires: track responses to promotions, price points that capitalize on value, and pinpoint trends across the business
  • Improve the personal connection by staying in touch using your choice of marketing tools that best help your business, and reducing the strain that comes with human error

Streamline for operational efficiency and better experiences

When you connect all your retail technologies to the Retail Pro Prism platform, you get more accurate insight into operations to help you streamline across stores and regions and better serve your customers.

  • Reduce friction in purchase experiences with the ability to see current or potential bottlenecks
  • Identify areas where automated functions can increase efficiency and reduce human error
  • Strategize and uncover alternative options or ways to re-direct a process
  • Determine customer-facing associate strengths and weaknesses
  • Gain clarity on areas for improvement and staff’s best place in your company
  • Set parameters for inventory functions on a store-by-store basis
  • Automate replenishment and distribute inventory to needed locations with allocation tools

Integration between Retail Pro Prism and our ecommerce platform enables us to ensure inventory updates and smooth order flow across the organization. With Retail Pro, it is easy to keep track of inventory and display online whether an item is out of stock or ready to be picked up, resulting in less frazzled associates and happier customers.

Pawan Dangol, Area Manager

Grow your presence internationally with ease

Retailers learned a lot during COVID about what works for your customers. Apply these insights to grow your presence across borders and make it easier for customers to shop with you wherever they are.

  • Leverage Retail Pro resources like region-specific fiscalizations and localizations and local technological professionals with regional expertise
  • Gain total performance visibility across stores, channels and subsidiaries
  • Spot trends from a wider perspective with the whole data picture in one unified view

As you grow, you need clear visibility on all parts of the business and we want to ensure we’re not letting down one side of the business at the expense of the other – to be successful we have to develop the online and offline experience simultaneously, which we’re trying to do. We are hopeful and confident that Retail Pro will be able to support us on this journey.

Miniso UK

Request a demo to start the conversation on how you can start using the Retail Pro Prism POS and retail management platform this year to gain the insight and efficiency you need for rebuild customer relationships.

by Jennifer Bosavage

Create Better In-Store Experiences with Retail Pro Prism

Good products attract customers.
Great experiences keep them coming back.
Retail Pro Prism’s capabilities gives you the tools to choose where and how you reach your customers, and the POS data to inform your approach.

POS Shopper Data

Shape your CX strategy with pertinent shopper data collected in the POS workflow.

Personalize recommendations

Make personalized recommendations with access to customer details in Retail Pro on mobile.

Inventory Visibility

Give shoppers all the options when you’re out of stock with total inventory visibility for every location.

by Jennifer Bosavage

Let’s Talk About Omnichannel Returns

Female Inventory Manager Shows Digital Tablet Information to a Worker Holding Cardboard Box. In the Background Stock of Parcels with Products Ready for Shipment.

The customer journey may always start with shopping, but it doesn’t necessarily end on a happily-ever-after note. Sometimes, the item just doesn’t meet expectations and the customer makes a return.

The return rate for the retail industry in the U.S. and Canada averages 8% of total sales, according to retail analytics firm The Retail Equation.

Returns are a “reverse logistics problem,” but also a fact of life for retailers, which cost time and money.

Because of that, it seems counter-intuitive to invest in improving the returns process — but it’s absolutely imperative. Having a good returns experience can help retain customers, and gaining a reputation for it can actually attract new shoppers.

It’s estimated that between 25 and 50% of online purchases are currently returned, so making the process simple and convenient is vital.

Retail flexibility for returns is a must in the omnichannel: after all, the customer can buy in any number of channels, so returns should have similar options as well.

In having omnichannel capabilities for customers to make returns, retailers can use the return as an opportunity to immediately offset any costs of returns. The retailer can use clienteling through whatever channel the return process is started; suggesting products in line with the general trends of their purchase history.

With a wealth of plugins available, Retailers can customize their omnichannel operations to offer return processes that are convenient for customers and work seamlessly with their retail and inventory management.

Order Management and the channels for returns

Female seller worker online store holding scanner scanning parcel barcode tag packing ecommerce return post shipping box checking online retail store orders in dropshipping delivery service warehouse.

Once a return happens, being able to make that addition to inventory available soon after receipt increases the opportunity of achieving a full-price sale.

An order management system can provide instant visibility of returning goods, regardless of how they are being returned — to a store, through a courier service or directly to a warehouse.

In addition, having visibility of these items available allows the order management system to develop fulfillment decisions on how and where items should be sold to maximize profits. 

A survey from Inmar found that most shoppers want to return in-store, largely due to the hassle of packing up a return.

Brick and mortars can benefit by enabling in-store returns of online purchases, as that drives store traffic and provides an opportunity to immediately recapture shoppers’ initial expenditures. Approximately 30% of Inmar survey participants said they “usually” or “always” stay in the store and shop with their refund money. 

AppCard for Retail Pro provides a retailer with great tools for building personas for retailers various clients and personalize recommendations for them.

The future of returns and making them easy

A shopper holds up a new dress to decide whether to return it or not.

Some e-commerce retailers such as Amazon make the return experience easy by requiring little to no packaging by the customer, allowing returns in different store locations, including return shipping labels in deliveries, as well as a QR code that can be used at a predetermined courier, which also increases efficiency for the retailer

Returns are an important element of a new online sales cycle: Increasingly, shoppers are employing a “buy and try” approach and they expect sellers to cooperate.

Research has found that much of the returns growth is due to shoppers purchasing more than one of the same or similar products with the intention of keeping one and returning the others.

Retailers must recognize the changing role of returns, understand that they will likely increase rather than decrease due to this new customer mindset, and optimize their processes to adapt and maximize customer satisfaction.

How are you streamlining your omnichannel store experiences? Let's talk. Request Demo

Clienteling Helps With All Those Returns

Simplifying the omnichannel purchase journey with Retail Pro Prism

by Jennifer Bosavage

Scaling Omnichannel Operations for Connected Experiences with Retail Pro Prism

Woman shopping on her phone in front of the same storefront which has omnichannel operations

Customers love retailers with omnichannel strategies. Shopping is on their terms: They can choose the time, the location and – if they change their minds – the way to make the return.

No longer are the channels online stores and brick and mortars; today, a brand can also sell products through pop up storefronts as well as Instagram and Snap Chat.

It’s all about connecting with customers at their convenience.

When retailers give customers the flexibility to choose the way they shop, they are also able to connect and provide personalized promotions and timely recommendations. OptCulture for Retail Pro opens up the ability to create personalized promotions and loyalty programs by unifying customer data across channels.

With so many points of engagement between customers and brands, scaling operations is challenging.

Today’s shoppers don’t consider brick and mortar and online stores separate shopping destinations. Instead, they expect unified experiences across every touch point. Retail Pro Prism makes it possible to offer this convenient, omnichannel buying experience.

Order Management and flexible fulfilment

a woman picks up an order from an omnichannel store with omnichannel operations

Order Management is critical for a holistic commerce strategy. It connects omnichannel demand to omnichannel supply.

Buyers have insight into inventory across all sales channels, accurately and in real time.

Retail store associates, dropshippers, warehouses, distribution centers and third-party fulfillment providers use commerce technology to fill and deliver orders efficiently.

A system that has communication between each channel and allows seamless management of inventory and stock replenishment to take place is important for providing omnichannel and minimizing strain on your supply chain and operations.

Determining the best fulfillment options means finding solutions that shorten the distance to the customer, increase delivery speed, and reduce costs.

The omnichannel model emphasizes shipping from decentralized inventory sources, such as ship-from-store, buy online pick-up in-store, ship from a partner, or drop-ship from a manufacturer.

Making the right decision improves customer service, because delivery is quick, accurate and cost-effective. Ensuring the ‘last mile’ is optimized by collecting the data in a centralized visual analytics tool saves you money, time, and frustrated customers.

In a warehouse fulfillment model, orders are picked using a variety of methods, including discrete, zone, or wave picking or any combination.

Filling orders from a store limits the type of picking that can be done and retailers often use discrete picking and fill one order at a time. The benefit to in-store picking, however, is the proximity to the customer, who may opt for curbside pickup, eliminating shipping charges.

Curbside pickup has its advantages for shoppers in a rush but for retailers, enticing customers inside to make additional purchases has bottom-line benefits.

However, Pick-up-in-store customer personas are different from an online-only or in-store-only customer personas: They want immediate gratification — they can’t or won’t wait for shipping. 

This is a demanding group that generally has little tolerance for friction during pickup. Therefore, clear, precise messaging about when the order will be ready and instructions for pickup are imperative. The pickup process can be made even more streamlined and convenient with Retail Pro Prism mobile POS.

And the pickup purchase process should be quick and easy for customers and employees. Customers’ perceived value of in-store pickup will evaporate if they can find the item on the floor faster.

Inventory management strategies and shipping

asian woman shop owner - young asian woman or shop assistant with shoe boxes at store

Shipping from the store can get customers their orders delivered more quickly. But other times, the warehouse is closer to the customer.

Having the option to ship from one location or the other is critical for flexibility and to keep customers satisfied.

In-store cycle counting can help by keeping inventory counts up to date and confirmed, so at fulfillment time products are where they are expected to be.

When they aren’t, sometimes items have simply been misplaced: an RFID system can help locate them very quickly. With RIOT RFID for Retail Pro, retailers can locate items out of the line of sight and complete inventory counts in a matter of minutes at an affordable price.

Customers have high expectations of how their shopping experiences should unfold, and retailers have a full plate managing and fulfilling orders while recognizing the unique characteristics of every consumer.

What delights one customer may not work for another. Retailers must be flexible and willing to implement customer feedback to create an efficient, intuitive customer experience that, ultimately, is profitable.

Retail Pro Prism POS gives you the flexibility and customization needed to connect your physical and digital store experience: offer customers fulfillment options, empower associates to order specific products from another store, discover shopper insights, and more.

female asian shopkeeper looking at inventory challenge on POS tablet

Challenges of using store inventory for online order fulfillment

Unify commerce & streamline operations with Retail Pro

by Ulyana Avetisov

NRF 2022: Your shoppers have gone omnichannel. Have you?

Your team really stepped up to meet the sudden flux of online shopping during COVID.

Shoppers got the benefit of omnichannel purchasing, but retailers bore the brunt of making it happen – fast, and without actually integrating ecommerce and inventory management system data.

Two years into it though, many retailers are seeing their data disparities grow with an online presence that isn’t integrated to their in-store systems. And the disparities won’t end with COVID.

Streamline omnichannel store experiences with Retail Pro Prism

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Request your consultation now >

  • Take control of omnichannel store operations with flexible Retail Pro Prism POS and retail management software.
  • Unify all your data sources with our accessible API for a complete picture of your shopper’s journey, activity, and preferences
  • Streamline operations needed to support your omnichannel retail environment for more efficient omnichannel operations
  • Act on customer insights from their activity with your brand at every touch point to deliver consistent, relevant omnichannel experiences

Request your consultation now >

How are you streamlining your omnichannel store experiences? Let's Talk. NRF2022 "RETAIL'S BIG SHOW" Booth #6210 Retail Pro white & blue logo TALK TO US AT NRF in a blue box green, blue and purple hexagonal shapes behind a woman holding a POS tablet smiling up towards the words.