3 Ways Retailers Are Collecting Shopper Insights

Customer insights is the building block to personalization and loyalty.

Retailers shifting to become more customer obsessed are learning that they need to start by identifying their shoppers' buyer journey—and they're creating new, interesting ways to compile consumer data.

Which retailers are innovating?

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Source: Fast Company

Neiman Marcus

Magic mirrors are definitely getting their time in the spotlight recently, and Neiman Marcus is one of the latest retailers to jump on the new technology. 

The interesting twist about this implementation is that it integrates with RFID tags, so not only are shoppers able to play back their experiences with a stylist or beauty expert, but it also logs which products they tried—ultimately helping the brand to personalize future encounters with each customer online and offline.

Lowe's app helps in-store navigation.
Source: Lowe's

Lowe's 

With the help of Google's AR technology Tango, Lowe's Innovation Lab is assisting their customers locate items in stores by using the company's mobile app. Executive Director of Lowe’s Innovation Labs Kyle Nel said:

Our research shows that helping make it easier for customers to find products in stores not only makes for a better shopping experience, it allows our associates to spend more time advising on home improvement projects. 

Understanding how shoppers are moving throughout its stores and which products are most popular will help Lowe's design store interiors, identify customers online and offline, and guide digital marketing.

Timberland's in-store tablets help shoppers create a collection.Source: Digiday

Timberland

Shoppers can use mini tablets to scan products they like at Timberland to get more information, like reviews and related items. VP of Direct to Consumer Kate Kibler said:

You don’t have to download an app or give us your email to use it — only if you want to save your items. This is perfect for people who may not want to talk to a sales associate or don’t want to commit to an app.

At the end of their visit, shoppers can make notes and email their personal collection to themselves, increasing the number of potential customers in Timberland's CRM and understanding in-store behavior and preferences.

What's the theme?

Smart retailers are solving customer pain points while also connecting the dots between in-store and online. They're building strategies that are mobile-first and will allow them to personalize moments and develop loyalty programs in the long run.

Become a customer-centric retailer

It’s time to sideline the old habit of treating traditional brick-and-mortar and digital channels as separate pieces of the retail puzzle.

Join us for our webinar "Customer Obsession: Retailers' Power Play for Victory" on Wednesday, April 26.

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[WEBINAR] Customer Obsession: Retailers' Power Play for Victory

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It’s time to sideline the old habit of treating traditional brick-and-mortar and digital channels as separate pieces of the retail puzzle and focus on your customers.

Modern retailers are held to a higher standard not only for the products they sell but also the shopping experiences they deliver. Fortunately, digital disruption and consumers’ open mindedness to new technology leave brands with endless ways to:
  • Gain actionable customer insights
  • Enrich CX with personalized moments
  • Increase retention and loyalty

Join Branding Brand Senior Director of Product Matt Compton and guest speaker Forrester’s Brendan Witcher to learn why leading retailers are adopting a customer-centric mindset and what benefits they’re experiencing.

This webinar will not be recorded.

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[FREE DOWNLOAD] "How to Use the Buyer Journey to Improve CX" Webinar Recap

"How to Use the Buyer Journey to Improve CX" Webinar Recap

70% of businesses say improving the customer experience is their top priority, but before retailers can start building better experiences, they must understand the buyer journey.

Learn how retailers can develop a 360° view of shoppers and their omnichannel shopping journey through mobile apps and other digital initiatives, and discover which retailers are setting the bar high for online and in-store shopping experiences to succeed in the "Age of the Customer."

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How to Use the Buyer Journey to Improve CX

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Retailers who know their customers, understand their pain points, and develop solutions to solve them create the best shopping experiences, but 39% of companies still lack visibility into their shoppers' behaviors across channels. 

Join Branding Brand and guest speaker Brendan Witcher from Forrester for a webinar on Thursday, March 30 at 1 p.m. ET to learn how to use omnichannel tech to map your shoppers' buyer journeys and drive better customer experiences.

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[FREE DOWNLOAD] "4 Opportunities to Win in the Digital Retail World" Webinar Recap

"4 Opportunities to Win in the Digital Retail World" Webinar Recap

In this webinar, Branding Brand and Forrester unveiled this year's top digital initiatives and how they connect to today's hot tech trends and retailers' existing investments.

You'll learn about these topics:
  • Personalization
  • Omnichannel
  • Analytics
  • Digital store tech
  • Chatbots

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