Wiring the Customer Experience

How consumers are embracing fast-emerging digital technologies

Jan 08, 2013, 14:34 ET from WD Partners

COLUMBUS, Ohio, Jan. 8, 2013 /PRNewswire/ -- There's no shortage of hype about the potential of mobile and digital technologies to change how consumers engage with retail brands. The countless reports on mobile that litter the web promise nothing less than a wholesale revolution: Mobile technologies will upend everything, from retail logistics and store design to merchandising and purchase. Well, maybe. What's missing from this narrative of breathless change is an honest and sober take on what consumers actually think. As with all new technological innovations, making strategic capital investments requires retail executives understand not just what's possible, but what people actually want from technology. 

WD Partners, a global retail design and development firm, just released the results of a national consumer study of 1500 respondents in search of current consumer awareness, usage and opinions of a wide variety of mobile technologies executed within the retail store.  Results also include insights gleaned from qualitative, in-depth focus groups.

Highlights of the study:

  • When, where, how and how frequently consumers are using certain digital technologies, which solutions they find most appealing/helpful, and why consumers are giving certain technologies such low ratings. 
  • How different generational groups feel about current digital and mobile solutions such as: mobile wallet, endless aisle, product location, geo-fencing, mobile coupons, mobile checkout, loyalty rewards, peer ratings/reviews, product narrowing tools, location based services, interactive vending machines, product configuration tools, buy online – pick up in store, and decision support tools.
  • What our research tells us about how retailers should deploy their efforts in upcoming 2013 peak retail periods and beyond.
  • How these opinions can be translated into a baseline understanding technology's impact on shopper experience.

For more information, http://www.wdpartners.com/research/digital-retail-integration-study

About WD: WD Partners is a customer experience expert for food and retail brands.  WD helps companies innovate through strategy, design, digital, architecture & engineering, and program management services. For more information, please visit www.wdpartners.com.

SOURCE WD Partners