INFOGRAPHIC
“
Anees Haidri, Director
of Global Retail
Market Strategy,
Zebra Technologies
Director of Global Retail Market Strategy,
Zebra Technologies. “To win with shoppers
today, retailers must deliver the seamless,
multi-channel experience that customers
expect and leverage technology to provide
more personalised services for managing
inventory and building smarter operations.”
Providing a better customer experience will
be crucial to keep shoppers coming back,
but a significant disconnect exists between
the expectations of retail executives and
shoppers. In fact, 77% of retail executives
believe customers are satisfied with the in-
store experience while only 57% of shoppers
reported feeling satisfied.
The study also identified sizeable perception
gaps when it comes to the returns and
www.intelligentcio.com
exchanges process between shopper
satisfaction (59%) and executives’
perception of their satisfaction (80%).
Investments in mobile solutions though
have fostered agreement among executives
(85%) and store associates (73%) that
equipping associates with the latest
technology provides a better experience.
Retailers are also trying to improve the
in-store experience through the use of
robotics. Only 7% of surveyed shoppers
interacted with a robot in a retail
environment in the last six months, but
nearly three-quarters (72%) said they
were comfortable with them while 32% of
associates reported concerns about being
replaced by one. n
TO WIN WITH
SHOPPERS TODAY,
RETAILERS
MUST DELIVER
THE SEAMLESS,
MULTI-CHANNEL
EXPERIENCE
THAT CUSTOMERS
EXPECT AND
LEVERAGE
TECHNOLOGY TO
PROVIDE MORE
PERSONALISED
SERVICES FOR
MANAGING
INVENTORY
AND BUILDING
SMARTER
OPERATIONS.
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