The document discusses how retail is being reinvented for modern shoppers who expect instant access to expertise and a personalized experience. New brands are acting as brand champions that influence purchases and involve customers in product design and management. Retailers are using technology like augmented reality, image recognition, and location-aware apps to provide customized recommendations and tailored advice to better serve sophisticated shoppers.
5. Modern Shopper’s Expectations
Sophistication Based On Personal
Knowledge
Prepared To Trade Data For ABetter
Experience
Instant Access To Expertise
Takes Advantage Of Technology
Wants To Be Offered A Perfect Match
8. “LET ME SELL ON YOUR BEHALF”
THE NEW BRAND CHAMPION
Setting The Stage
SHOPPER AS
By clearing the air before customers enter a store and calling out targeted
AFFILIAT
moments for valuable interactions, retailers are helping to create the
foundations of a focused and worthwhile interaction
14. “HELP ME DECIDE WHICH ONE TO
BUY”
Meta-Library
By tapping into the wealth of online information by leveraging image
recognition search and augmented reality to present detailed information and
contextual relevance, users are able to use information without being tied to
a specific medium or behavior.
17. “LET ME NAME MY PRICE”
Layered Virtual
Showcase
With a growing level of peer to peer communities that are working together
and searching for service answers, the right information is being rewarded
and being presented in easy formats for large groups of people to use and
share.
A new set of digital services are enabling shoppers to visually experience
and experiment with products before they buy.
20. Modern Shopper’s Expectations
Sophistication Based On Personal
Knowledge
Prepared To Trade Data For ABetter
Experience
Instant Access To Expertise
Takes Advantage Of Technology
Wants To Be Offered A Perfect Match
21.
22.
23. “Give Me Personal Attention And Better Service”
Service With An Opt In
26. “Teach Me How To Use This”
RETAIL ON DEMAND
Subject Specialist
SHOPPER COACHING
Staff members with specialized knowledge bases who can provide smarter
answers and product recommendations to their customers in-store, online
and over the phone.
32. “LET ME BUILD THE PERFECT ONE FOR ME”
Experience Centers
Best-in-class brands are creating experience centers where consumers are
approached, not only as shoppers, but as sophisticated learners who are
eager to engage and create
34. FUJIFILM
3D PRINTING KIOSK ALLOWS RETAILERS TO
OFFER CUSTOMERS PERSONALIZED OBJECTS
35. “HELP ME CHOOSE THE PERFECT FIT”
Reading The Customer
RETAIL ON DEMAND
FIT WITH A CLICK
Opt-in services that allow customers to make their personal data available to
members of staff in exchange for the promise of tailored service, product
recommendations and optimization.
40. CONTACT
WHY PSFK
PSFK is a trends-led innovation company that
provides its clients with ideas and inspiration to
evolve its products, services and marketing
communications. We employ a unique methodology
to deliver trends research together with future
business concepts and user scenarios to a client list
that includes American Express, BMW, Microsoft,
Piers Fawkes
InterContinental Hotels Group, Target and Pepsi.
CEO & Founder
piers@psfk.com
+1 646.520.4672
Jeff Weiner
Director, Business Development
jeff.weiner@psfk.com
+1 646.520.4665
+1 516.359.3453
42 Bond Street, 6th Floor
New York, NY 10012 USA
www.psfk.com