It's probably not a stretch to say most grocery shoppers prioritize getting in, getting what they need and getting out. In this case, food retailers should be looking for ways to make shopping trips as painless as possible by personalizing experiences while helping customers to save money and time in-store.
The exciting thing about bringing IoT into the retail equation is it makes potentially complex customer service techniques like clientelling more accessible to the masses. In a nutshell it means making customer information available to associates so they can assist customers better – a perfect (and perfectly obvious) use of a platform like Plexure.
The data potential of smartphones and other devices already being used in stores is undeniable, and real-world retailers should make the most of them to create the experiences customers have come to expect. The real payoff comes from optimizing real-world experiences to make store visits more rewarding.
Expanding your CRM with IoT means you can collect information on customers’ interactions with connected tech – not just report back on their purchases. When it comes to the connected store that means events that occur online, on mobile and other devices outside the store and inside the store itself.
Today the reality is that the buying process is a series of events that take place across a range of channels; it’s very rare that a customer will only engage with you via one touch point. Each one of those events or interactions is an opportunity to gain valuable information about what the customer is looking for, when they’re going to buy, and the best manner in which to engage them. This is where IoT Driven CRM comes in.