The cloud transition has already fundamentally changed the way we live, it’s important to understand how this shift has brought heightened expectations for the way we work and the way we shop.
Customers’ expectations in retail are higher than ever before
55%+ Growth in searches for ‘ideas’ on mobile1
1 in 3 expect personalised recommendations2
120% growth in searches for ‘same day shipping3
Want to fix issues without losing productivity4
Want to access files and apps from anywhere, on any device4
Want single sign-on accounts and applications4
Want continuity of passwords, bookmarks & plug-ins across devices4
Want to collaborate in real-time on documents and files4
Excellent customer experience is the key to success
Customers with better experiences spend 140% more5 – HBR
77% of shoppers are more loyal to stores providing superior experiences6 – Synchrony
Engaged consumers buy 90% more frequently and spend 60% more per transaction7 – Rosetta
Help your customers empower their employees with the right technology
Companies who arm their workforce with the right digital tools are 5x more likely to see faster growth, and those with highly engaged employees outperform competitors by 147% in terms of earnings per share.8
The right digital tools drive competitive advantage by better serving customers, sharing information and improving productivity.
Working and shopping in retail has changed
Dominance of e-commerce forcing retailers to rethink their physical spaces
Customer and employee expectations are accelerating in line with technological advancements
Data accessibility and analytics are driving ever more personalised, customer-centric experiences
Do your customers ask: “Why shouldn’t we stick to our legacy systems?”
By holding on to legacy systems, your customers can’t support the fast-moving shift in retail direction – these systems are slow, immobile, unreliable and vulnerable to threats. Nearly one in three retailers have already suffered revenue losses as a result of a cyberattack, and retail organisations perceive targeted attacks as the greatest risk facing their business9.
Improving the employee experience…
62% of retail workers say mobility solutions have made their jobs easier10
In-store customer service has become a significant differentiator, with sales personnel playing an increasingly pivotal role; devices that give these employees can help hugely. Empower staff to better assist customers with real-time information on inventory, promos and products via a Chrome device.
41% of employees are likely to leave within one year without further training11
Effectively onboarding employees can improve customer experience, lower turnover and increase revenue. Save time and headaches by digitising common processes on a shared back office device including shift scheduling, time sheets and web-based tasks. Furthermore, keep employees engaged and knowledgeable with devices for training and broad communications including promotions and announcements.
The average salesperson spends less than 50% of their time selling12
Without clear targets and access to inventory information, mobile sales teams often fail to leverage their potential, closing fewer sales and impressing less new business. Keep workers in the field connected to the information they need with convertible, lightweight, Chrome devices.
75% of don’t believe they have access to the latest efficiency-boosting technology13
Modern workers spend most of their lives in the cloud, and as such, have come to expect undisrupted access. Give your office workers real-time updates on projects, full visibility of collaborations, access to applications and freedom to work from anywhere.
Improving the customer experience
89% of shoppers are interested in ordering out-of-stock items via a digital device when in store14
Personalised experiences are the most likely to increase return traffic to stores, provide your customers data and information on their own terms with self-service kiosks. Take advantage of developments in data science to better personalise the experience, and inject innovation into product discovery; customers will also be able to access online inventory, provide.
Consumers are hunters, not gatherers, once they arrive at your shop, provide them with light up, contextual, real time, nimble in-store marketing with Chrome digital signage that’s dynamic and can be remotely managed.
Contact centre solution
Contact centres need flexible and cost-effective solutions to accommodate seasonal spikes, the growing trend of distributed agents and business continuity. Chrome Enterprise offers a secure, scalable and easy-to-manage solution for contact centre employees that provides a lower total cost of ownership compared to legacy devices.
Chromebooks work with major phone systems including RingCentral, DialPad, Mitel, Vonage and Cisco.
“The Chrome-based digital signage is more reliable and easier to deploy than the previous solution, reducing time spent on maintenance, management and troubleshooting.”
Toyota powers thousands of European showrooms with Chrome digital signage, Google has successfully deployed Chrome digital signage in 3,000 showrooms so far, and plan to install between 7,000 and 10,000 digital signs in total across 3,600 Toyota retailers in Europe.15
1Google Data, US, Jan - June 2015 vs. Jan - June 2017 2Google/Ipsos, “Shopping Tracker”, October-December 2017, Online survey, US, n=2,132 shoppers who return to a retailer site 3Google Data Jan - June 2017 vs. Jan - Jun 2015. US
4Forrester, Rethink Technology In The Age Of The Cloud Worker: A Spotlight On The Employee, 2018 5HBR, The Value of Customer Experience, Quantified, 2014 6Synchrony Financial, The Retail Customer Experience, 2015
7Rosetta Consulting, 2018 press release 8Mckinsey, How B2B digital leaders drive five times more revenue growth than their peers, 2016; Gallup, How Employee Engagement Drives Growth, 2013 9Cisco 2017 Annual Cybersecurity Report
10Capterra - New Research on Mobile POS Software Systems Usage in the Retail Industry 11Olea - The Demand for Retail Self-Service Kiosks Is on the Rise
12McKinsey Global - 19% searching for and gathering info, 14% internal comms13https://go.staplesadvantage.com/workplaceindex2016 14Accenture - Retail Supply Chain Reboot: Agilely Facing the Unknown 15https://enterprise.google.com/intl/en_au/chrome/case-studies/toyota/
Contact the Team
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