Tuesday, July 10, 2018
"Retail stores and restaurants should acknowledge that customers' expectations and demands have grown to include an intuitive, seamless technology-driven experience," said Alfred "Chip" Kahn IV, founder and CEO of Boomtown, a merchant technology deployment firm.
Digital-forward brands that scored well with consumers are transforming the in-store experience by offering a range of digital payment options, online ordering and local pick up capabilities, self checkout as an option, and other digital offerings like in-store Wi-Fi and real-time order information, researchers noted.
Boomtown found that delivering flawless technology-driven customer experiences is no easy task. Over 80 percent of consumers surveyed have encountered technical issues while shopping or dining at stores and restaurants. Kahn noted that the complexity and risks involved in creating an optimum experience can just as easily imperil customer relationships if the promise falls short.
Other key findings from the consumer survey include:
"These findings confirm that the digital transformation of the consumer experience is fully underway and that businesses ‒ from small, regional shops or restaurants to national, consumer-facing chains ‒ must invest in their technology to court and keep consumers," Kahn said.
To read the full report, The Digital Forward Customer Experience: New Expectations and Obstacles for Today's Storefront, visit www.goboomtown.com/digital-forward-customer-experience/.
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