It’s An Omnichannel World

Last week over 300 in-store innovators from over 150 retailers gathered in Seattle for the 2016 Future Stores Conference. Future Stores brings together retail operations, omnichannel, customer experience and IT executives to focus on in-store innovation and how to bridge the digital and physical retail environments. As part of this we learned that there’s a fine line between creepy and cool, especially when it comes to digital technologies in-store.

If you can recall a time pre-Facebook Newsfeed, or dare I say Facebook in general, then you know how easily perceptions of personal privacy invasion can be shifted. 15 years ago virtually everything about the Internet would have been perceived as outrageously invasive and today we welcome and seek out attention from strangers via likes on social channels. So in interest of keeping a real-time pulse on what customers think is actually cool today vs. what’s really just creepy, we’ve conducted our ‘Creepy or Cool’ Survey for the second year running.

So here’s what’s up:

This is what’s really totally cool (dare we say awesome):

You can scan a product on your mobile device to see product reviews and recommendations for other items you might like.
Overall: 79% cool; Millennials: 84% cool

Soon after you leave the store, you receive a digital coupon for a product you looked at but didn’t purchase.
Overall: 52% cool; Millennials: 60% cool

When you check out, your print or email receipt includes product recommendations selected just for you.
Overall: 50% cool; Millennials: 59% cool

This stuff is ‘Cool’:

Your location in the store triggers personalized product information, relevant content, recommendations and discounts to pop up on your mobile device as you walk the aisles.
Overall: 40% cool; Millennials: 49% cool

Digital screens in each dressing room show products that complement the item that you are trying on.
Overall: 41% cool; Millennials: 49% cool

A salesperson makes more helpful suggestions because they can see what you’ve previously browsed and bought on their site and in the store.
Overall: 32% cool; Millennials: 45% cool


This stuff is totally creepy (aka give it 6 months):

Facial recognition technology identifies you as a high value shopper and relays this information to a salesperson.
Overall: 67% creepy; Millennials: 71% creepy

A salesperson greets you by name on the store floor because your mobile phone or app signals your presence:
Overall: 64% creepy; Millennials: 64% creepy

Want to read more? Keep reading here.

The survey of 1,018 US consumers was conducted by RichRelevance in May 2016.

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This post was written by RichRelevance

ABOUT RichRelevance
RichRelevance is the global leader in experience personalization, driving digital growth and brand loyalty for more than 200 of the world’s largest B2C and B2B brands and retailers. The company leverages advanced AI technologies to bridge the experience gap between marketing and commerce to help digital marketing leaders stage memorable experiences that speak to individuals – at scale, in real time, and across the customer lifecycle. Headquartered in San Francisco, RichRelevance serves clients in 42 countries from 9 offices around the globe.
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