Shaping the Future Retail Experience Starts with the Right Technology…at the Right Time
21 Giugno 2012 - 2:00PM
Business Wire
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.
Enabling Associates
- 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.
SUPPORTING QUOTE
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.
SUPPORTING RESOURCES
Website: Motorola Solutions Retail Solutions
Website: Motorola Solutions Retail Press Kit
White Paper: What’s Driving Tomorrow’s Retail
Experience
Website: Motorola Solutions’ 2011 Holiday Shopper
Survey
Press Release: Retailers Connect Shoppers and Store
Associates in New Ways
Press Release: Tablet Designed for Retail Shopping
Experience Gets Even Better with New Updates
Twitter: Motorola Solutions Retail
Facebook: Motorola Solutions
About Motorola Solutions
Motorola Solutions is a leading provider of mission-critical
communication solutions and services for enterprise and government
customers. Through leading-edge innovation and communications
technology, it is a global leader that enables its customers to be
their best in the moments that matter. Motorola Solutions trades on
the New York Stock Exchange under the ticker “MSI.” To learn more,
visit www.motorolasolutions.com. For ongoing news, please visit
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MOTOROLA, MOTO, MOTOROLA SOLUTIONS and the Stylized M Logo are
trademarks or registered trademarks of Motorola Trademark Holdings,
LLC and are used under license. All other trademarks are the
property of their respective owners. ©2012 Motorola Solutions, Inc.
All rights reserved.
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