Seventy-nine percent of consumers frequently purchase merchandise in-store, and 96% of consumers indicate that ease of checkout and payment are important factors when choosing where to shop, according to BRP’s SPECIAL REPORT: The State of Store Technology
With an increased focus on customer engagement and the convergence of physical and digital, the point of sale or commerce platform plays a critical role in shaping the customer shopping experience. The right technology foundation is essential to support the best in-store customer experience.
“Stores remain center stage in the shopping experience, and that experience is an ever-increasing factor in where consumers choose to shop,” said Brian Brunk, principal at BRP Consulting. “Retailers understand the importance of keeping up with customer expectations, in fact, 75% are considering cloud-based platforms as part of their in-store technology plans over the next several years.”
BRP’s SPECIAL REPORT: The State of Store Technology is based on findings from the BRP Consumer Study and the 2019 POS/Customer Engagement Survey and offers insights into the state of retailers’ current store technology and their future plans.
The SPECIAL REPORT: The State of Store Technology highlights:
CUSTOMER EXPECTATIONS:
- 96% indicate that ease of checkout and payment are important factors when choosing where to shop
- More than 55% indicate that in-store technologies like self-checkout, product locator, inventory lookup, and endless aisle are important factors when choosing where to shop
- 68% are likely to choose a store offering buy anywhere, ship anywhere services over one that doesn’t
RETAILER PLANS:
- 53% are focused on adding additional capabilities to existing POS and 48% plan to replace their POS within three years to improve the checkout experience
- As retailers make decisions on new POS systems, 75% indicate they plan to have cloud-based solutions within three years
- 94% plan to address holistic customer engagement with the implementation of a single unified commerce platform
