Investing in cutting-edge technology that aligns with modern shopper needs can have a transformative impact on retail stores, driving new in-store customers, increasing add-on sales, and leading to unprecedented efficiency gains. By prioritizing the right innovations, retail stores can achieve exceptional levels of customer satisfaction, and capture the loyalty of the omnichannel customer.
Last May at the Smart Retail Expo, Position Imaging CEO and Founder, Ned Hill, highlighted the importance of implementing technologies that not only meet, but exceed, shopper expectations. This proactive approach is vital for maintaining a competitive edge in the retail industry. However, introducing ineffective technologies that fail to address shopper needs can be disastrous for both retailers and the companies they partner with.
Throughout his seminar, Ned emphasized modern shopper trends, addressed current challenges in retail stores, and introduced key technological innovations developed by Position Imaging to tackle these challenges. Let’s jump in!
Over the past decade, consumer shopping habits have undergone a significant transformation. The pendulum has swung from purely brick-and-mortar stores to a blend of in-store shopping and eCommerce, particularly amplified by the COVID-19 pandemic. Today, shoppers prefer a hybrid or omnichannel approach for purchasing and returning items. They like the ability to do research and shop online, then complete their shopping experience in stores where they can try out products, exchange items, and continue shopping for other needs. Astonishingly, 73% of retail customers now opt to manage pickups and returns on their own, driving a 30% growth in self-service eCommerce solutions.
Given these evolving consumer behaviors, it is crucial for retailers to implement solutions that resonate with these new preferences. Ned stated, “Consumers like to do their own stuff. If we can have technology help them do their own stuff, that’s what they want.” In addition, the need for retailers to provide a great shopping experience for their customers is rising significantly as a whopping 80% of customers today state that the experience a retailer provides to them is as important as the product they offer. As a result, the demand for self-service and enriching shopping experiences is clear: “Technology can help improve that experience for shoppers and build brand loyalty,” Ned noted.
In the retail world, many stores today are failing to implement a successful click and collect solution for their customers. Traditional Buy Online Pickup In Store (BOPIS) and Buy Online Return In Store (BORIS) processes often create friction, leading to a poor shopping experience. Staffing shortages to manage online pickups and returns, along with the manual nature of these tasks, result in retail staff having less time to serve in-store customers, leading to long wait times. With most customers unwilling to wait more than five minutes at checkout, traditional solutions result in missed opportunities to retain omnichannel shoppers. In the seminar, Ned highlights the need for retailers to retain omnichannel customers because they spend four times more than those exclusively shopping in store, and an alarming ten times more than online shoppers. These factors further back the need for retailers to develop innovative solutions for click and collect orders.
Position Imaging’s iPickup Point™ is a self-service solution that transforms the click and collect process for retailers and shoppers. The company’s advanced computer vision and AI machine learning tools combine to produce precision tracking technology on a shopper-friendly platform, which automates the entire BOPIS and BORIS process, eliminating the need for manual intervention. The system provides a secure digital chain of custody for all online orders, plus a flexible pickup and return area that adapts to seasonal shopping volumes and can accommodate any size and type of items. This innovative solution eliminates the need for bulky storage lockers and streamlines the logistics process, making it more efficient and user-friendly.
For retail stores, iPickup Point saves associates significant time, as it only takes a few seconds to stage an order, allowing more time to assist in-store customers and enhance the shopping experience. The system can also greatly reduce labor costs associated with a store having to hire additional staff to manage a traditional pickup and returns counter. Meanwhile, the solution’s computer vision and tagged tracking technologies help reduce shrinkage and returns fraud because these technologies are constantly monitoring what is picked up or returned in the space. From the shopper’s perspective, iPickup Point offers a fast, frictionless solution for in-store pickups and returns. The days of waiting in long lines are over; with iPickup Point, customers can complete their transactions in seconds, without requiring staff interaction.
Position Imaging’s innovative iPickup Point embodies the future of retail logistics by seamlessly integrating cutting-edge technology with exceptional user experience. Ned Hill’s insights at the Smart Retail Expo underscore the imperative for retailers to adapt to the evolving demands of omnichannel shoppers through strategic technological investments. iPickup Point not only addresses the inefficiencies of traditional click and collect processes but also elevates the overall retail experience by reducing labor costs, enhancing security, and providing a swift, user-friendly solution that exceeds shopper expectations. As we continue to navigate a rapidly changing retail landscape, solutions like iPickup Point will propel businesses toward greater efficiency, customer satisfaction, and sustained loyalty. Embrace the future of retail with iPickup Point.
To learn more about iPickup Point, contact us at or visit our website www.position-imaging.com/ipickup.
Watch the clip from the Smart Retail Expo: Keeping Pace with the Omnichannel Shopper