Phrases like “going digital” abound. As retailers strive to keep up with change, the efforts sometimes fall short. In the 2022 survey report, “Fashion in Focus: New Norms and Paradigm Shifts,” 28% of respondents stated they were behind target in their progress toward using digital tools to engage customers. More than 30% claimed they were delayed in reaching their goals toward a seamless omnichannel customer experience, per the survey which was carried out by Sourcing Journal and AlixPartner.
Now for the good news. With a few easy exercises, retail leaders can jumpstart their organization’s progress. Digital transformation involves recognizing opportunities to change. It encompasses a re-imagining of roles. Think new ways to work, new ways to shop, and new ways to interact.
Once you’ve removed the limits, the possibilities get exciting. Bringing in others will ignite energy into the process. Here’s how to get your team started on digital transformation:
The global digital payment market was valued to be $89.6 billion in 2021. It is expected to reach $228.37 by 2028. Shoppers are growing increasingly comfortable with online transactions.
The trend coincides with the way consumers live. In essence, they are attached to their phones. Most mobile owners reach for their device as soon as they wake up. At night, it is the last item they turn off.
Look around your organization and examine the role of mobile in customer service. Are there ways for employees to interact with customers via their phones? Could they video chat through a device?
Consider the experience too. What do customers see when they visit your website via their phone? Is there an app they can easily navigate? Does the online version correctly reflect the brand?
When a consumer purchases a high-end wallet, they might want to choose the color. They could ask to have their initials added too. When researching, they’ll expect to find the same information across all channels.
Everywhere they go, customers want to feel valued. They crave personalization and fast service. Putting tools in place to make this happen can increase profitability. It will also lead to happy, repeat buyers.
Are workers receiving a competitive wage? Less than one-third of employees feel they are paid fairly, according to a Gartner survey released in November 2022. If higher wages are available nearby, workers may—and often do—gravitate to better pay.
A growing desire for remote and hybrid work drives employee choices. If they have the chance to connect from anywhere, they may be thrilled. A focus on results, rather than a measure of time, can lead to increased productivity. Does your organization have a way for employees to share ideas? Ask them how they could work; then reward them for positive results.
When a customer enters your store, is there a way to enhance their experience through virtual spaces? Perhaps headsets can allow a shopper to see exactly how a produce could be used. They might be able to experience the feel of a new car before it rolls onto the lot.
Don’t overlook the power of video. Consumers spend hours watching their favorite influencers, surfing YouTube for product reviews, and connecting online with friends to play video games. Understanding this space will enable your organization to better engage with customers.
At every step, pause and ask questions. Have groups bring in ideas about mobile use and reaching customers. Listen to employees and be open to creative solutions. Then put in the tools to support your vision.
As a founding member and CEO of OSF Digital, Gerry has more than 15 years of experience managing start-ups and medium-size IT businesses and driving them to peak performance. With background in Enterprise Applications, IT Services and Consultancy, Gerry's impressive client and business portfolio sets him in the new breed for global entrepreneurship.
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