RE: Ideas to better engage your clients!
Hello! I am constantly reading good books and trying to stay up on the latest trends, etc.
Recently I came across something and I’m sharing it with several area firms and I wanted to include you in on it too.
First, it is not my main line of business, although I do assist clients in many ways, I do not proclaim to be a retail expert of any kind. Maybe I can help you in some ways, we can discuss. Otherwise, this is just a FYI.
Regardless, here is a quick summary of 3 that may lead to another idea or two…
Burberry in London – The main Burberry store in London is a cutting edge store that uses existing technology to improve client interaction. Maybe you can learn from some of their strategies.
Outside the store, there are cameras that use facial recognition software so that they can recognize clients and relay information to the retail associates inside – they can greet them when they walk in! This technology is currently not being used outside because clarification is needed on privacy law in the public domain.
Inside the store, this technology is useable. First, the walls are ‘tiled’ with very large TV flat screen TVs that are located all around the store. Either by that method or others, when someone enters, the technology identifies the client and accesses the client’s cumulative purchases from Burberry. It sends sales clerks suggestions for future purchases and past purchases. It automatically then creates a custom presentation on the walls of the store showing these items – then it pulls items from an algorithm about future suggested purchases. When there are multiple clients in the store, there is a slideshow of sorts that presents the cumulative history and possible future purchases for all of the clients.
When a client moves or picks an item off the rack/shelf, it triggers the RFD in the item which then triggers a custom presentation on the nearest wall monitor(s) – example, you pick up a raincoat off the rack – on the wall monitors it shows different models wearing the raincoat, shows craftsmen making the raincoat, and other accessories that often go with the raincoat – almost immediately.
TESCO – a grocery corporation in South Korea has been on the cutting edge for sometime. The subway system there is integral to many, many city residents. Therefore the company got permission and paid to put up photos of many of its most popular grocery items on the walls of the subway. I saw photos and it literally covered most of one area from top to bottom. People can stroll along the wall, scan a code with their phone and order it by phone. In some cases the items are simply “pulled” for later pick up at the store, so all are in a basket conveniently ready to go in minutes. In other cases, Tesco is experimenting with delivery to certain local spots in the city. For instance they may delivery to a neighborhood store, similar to a UPS or FedEx/Kinkos location and they text or notify the customer when it is going to be there so they can pickup. This works well in South Korea with its dense and centralized city dwellings. There is a quick video about this on http://youtu.be/fGaVFRzTTP4
Mercedes: They are doing this in Australia to a large degree…Mercedes Dealers will offer varied services for clients while going to and from the airport, traveling for pleasure or business. Often the Mercedes dealer has a kiosk at a major airport. The client can either get a ride to the airport or in other cases, they can arrive at the airport and after checking in for their flight, they can go to the kiosk and check in ….. While they are away, their car is serviced/repaired and cleaned/washed. Clients can also leave clothes in the car to be dry-cleaned. The clients are often able to ride a golf-cart from the Mercedes kiosk to their gates (inside the airport).
After the client arrives/returns they are likewise given assistance and attention. In the case of the dealership that operates from parking at/near the airport: One dealer at least often will park the client’s car next to a new demo of a superior model (if the client has a C-Class, they park a newer E-Class next to it). The client is invited to leave their car and take the nicer, newer demo home for a period of time.
Figures vary but sales are up!
Interesting stuff. I hope it helps you!
Suggested reading: FLIP! By Peter Sheahan / Abundance by Peter Diamandis / Switch by the Heath Bros. / Freakonomics 1 and 2