Motorola Solutions helps retailers to meet demanding omni-channel shoppers’ expectations
NEW YORK – June 21, 2012 – Motorola Solutions, Inc. (NYSE: MSI) today introduced its vision of the future retail shopping experience which is focused on connecting with customers, enabling store associates and empowering the IT organization to meet business needs without complexity. Motorola also unveiled its new retail experience center and the results of the 2012 Future of Retail study.
Moving forward, the shopping experience is a retailer’s biggest differentiator. The majority of respondents in the Future of Retail study stated that the store will still be a dominant channel for shopping activity. The challenge for retailers is that consumers are now routinely researching single purchases on the web before going to the store. This requires an omni-channel strategy to provide a more seamless experience between retailers’ online and in-store shopping experience to meet customer needs and offer accessibility no matter how or when customers are ready to shop.
Technology will have a leading role in shaping the future retail environment which will be:
- Connected – Shoppers will be connected to associates, associates connected to one another, and both connected to all the necessary information regarding the store’s products.
- Predictive – The collection, analysis and distribution of data regarding customers, products, and other operational elements will allow retailers and associates to anticipate customers’ needs and exceed expectations.
- Personal – Only information that’s applicable to the user will be presented – cutting through the clutter of useless information.
- Context-Aware – The store system recognizes location, identity, activity and time related to individuals and products to generate intelligent events.
- Consistent – Customers will receive consistent experiences across all channels – information, purchase and return expectations, and branding.
Motorola’s study of U.S. retailers and shoppers revealed that:
- Shoppers are least satisfied with the availability of coupons and discounts (45 percent). 42 percent are dissatisfied with the time they spend waiting to pay and the availability of store associates. 41 percent find dissatisfaction in associates’ knowledge regarding the status of in-stock items while 39 percent of those surveyed are not satisfied with the help or level of information offered by associates.
- In five years, more than 4 in 10 retailers (41 percent) expect to provide personalized product details, based on previous behavior, to a shopper’s smartphone and more than 35 percent of retailers expect to recognize their customers in the store with geofencing or presence technology; 42 percent expect to send coupons based on a customer’s location in the store.
- Almost three-quarters (74 percent) of the retailers surveyed believe that developing a more engaging in-store customer experience is going to be business-critical over the next five years. Half of the surveyed retailers felt that integrating their online and in-store experiences would be crucial over the next five years.
- Surveyed retailers estimate that by 2017, nearly one-quarter (23 percent) fewer purchases will be completed at associate-staffed fixed point of sale (POS) terminals and instead, roughly half of all transactions will be completed via mobile point of sale (mPOS), or self checkout at a terminal or on a shopper’s mobile device.
- Surveyed retailers expect their sales from online, mobile and social commerce sites to represent 42.5 percent of sales by 2017.
KEY FACTS - THE FUTURE RETAIL SHOPPING EXPERIENCE
Connecting with Shoppers
Retailers can provide customers with in-store Wi-Fi to search for product information and inform them of products that may be of interest to them or provide real-time, location- based mobile coupons as they navigate through a store with Motorola’s guest access, Proximity Awareness and Analytics and Wi-Fi analytics solutions.
Store managers or associates can be instantly informed on their device when a loyal shopper enters the store through presence technology over a wireless LAN (WLAN) network.
Associates can perform product comparisons, look up items and close the sale at the point of decision with any form of payment, with assisted selling and mPOS solutions using Motorola’s mobile payment module, the new pocketable MC40 enterprise mobile computer or the ET1 Tablet.
Associates can instantly connect to back-end systems or the most knowledgeable people to answer shoppers’ questions, whether they are in the same store, another state, or a vendor’s location. This can be done through Motorola’s intelligent real-time task management Mobile Workforce Management software and Enterprise Voice Solutions with role appropriate devices like the ET1 Tablet or new SB1 smart badge, an innovative, cost-effective device that can be worn by a retail associate on a neck lanyard or clipped on a belt to provide real-time price checking, inventory look-up and product information.
Empowering the IT Organization
Retailers can team with Motorola to increase operational flexibility and reduce the time required to realize the benefits of investments in business-critical mobile device, WLAN network and mobile application technologies. Using services focused on outcomes rather than tasks, Motorola can help IT address key operations – planning, implementation, monitoring, and management – while ensuring the support, security and governance required to cope with the evolving demands of an omni-channel retail environment.
Retailers and their application developers can quickly and cost-effectively build enterprise-grade business applications with a consumer-style look and feel across multiple operating systems, devices and screen sizes with Motorola’s RhoMobile Suite.
Eduardo Conrado, senior vice president and chief marketing officer, Motorola Solutions
“To understand your customers, you have to appreciate their business needs and challenges as well as know their end customers. That’s exactly what we’ve done at Motorola Solutions with respect to retailers, and we’re committed to helping them deliver on shoppers’ heightened expectations by providing innovative solutions and products to improve productivity and efficiency from the store floor to the backroom and throughout the supply chain.”
SURVEY BACKGROUND AND METHODOLOGY:
- The Future of Retail survey was fielded from May 18 through May 24, targeted to IT management and management from a variety of retail establishments.
- The survey was designed to reveal current technology usage in the retail industry and what is expected to be needed five years from now.
- Respondents to the survey were selected from the Research Now Business panel to represent a distribution of respondents from a variety of retailers. 250 respondents completed the survey without knowledge of Motorola Solutions sponsorship.
- The e-Rewards® Opinion Panel, operated by Research Now, is the largest "by-invitation-only" online research panel serving more than 900 research firms with over 3 million respondent members.