How a grocer could use technology to deliver the “invisibility” customers want
A retailer needs to be able to provide time-saving convenience that the customer does not notice (invisibility) helping them to:
Save time at the checkout
- Check-outs are frictionless with fast payment options — video capturing and facial recognition to do it automatically
- Grab and Go with computer vision and video analytics to analyze products customers pick in store and verify during self-checkout
Save time choosing
- Make personalized promotions relevant using insights from 360° customer data
- Use AI to suggest recipes and auto fill shopping lists, to check availability, update preferences, e.g., to vegan options
Save time online
- Auto-replenish shopping baskets for delivery using historical shopping data and AI
- Use smart household AI with IoT to manage and curate pantries
Save time in the store
- Always have fresh produce — advanced computer vision and machine learning identifies products past their best and informs staff
- Fine-tune forecasting so products are always in stock and the customer does not waste their time
Save time getting food home
- Automate picking in warehouse
- Fast delivery options and shorter “at home” windows — route optimization modeling
How a hardlines retailer could use technology to deliver the “indispensability” customers want
A retailer needs to solves pressing problems, often by teaming up with other partners, to make life better for customers (indispensability), offering:
Inspiration to make life better
- Provide access to specialist people for advice and design expertise, e.g., interior designers, sound and light technicians, computer technical staff, garden design
- Showcase the best from start-ups to bring you the latest innovations
Guidance to make life better
- Keep track of plans and costs in one place and use the data to recommend new ideas, partners and products
- Spot the upgrades and new products customers require as projects become more technical or specific
Practical help to make life better
- Connect customers with trusted specialists and trades from builders, electricians, heating engineers, painters and decorators, etc.
- Recommend the tools, materials and the level of experience projects need, with access to videos to guide every step
How an apparel retailer could use technology to deliver the “intimacy” customers want
A retailer needs to create digital and physical spaces that customers want to spend time in (intimacy), that draws the retailer into a customer’s circle of trust, offering ways to:
Spend time finding out more
- Increase transparency across the supply chain so customers can find out where materials and inspiration come from
- Tell product stories to the consumer and use AI to show someone famous is wearing it now
Spend time shopping and connected
- Blend store shopping with social networks, purposefully generating and monetizing social interaction
- Create a mob shopping app allowing social shopping online with friends
Spend time making it my own
- Let customers customize clothing graphics or choose their own patterns, colors or images
- 3D print limited editions in-store and customize certain products
Spend time being inspired
- Install smart mirrors for customers to style themselves in your products
- Develop a virtual wardrobe that pairs what your customer has at home with a potential purchase, and remind them they already have one identical