Scan & Go: Technologies that will rule 2020 & the stores that are getting it right
With technological advancements, shopping experience has greatly evolved and Lifestyle, as a progressive retailer, has embraced many of these progressions to further enhance customer experience.
The fashion retailer, which is known for offering men’s, women’s and kids’ apparel, footwear, handbags, fashion accessories, beauty products and much more, all under the same roof, has added features such as ‘Self-Checkout Kiosk’, ‘Mobile POS’, Fitting Room Assistance’, etc., to augment its in-store experience.
Explaining the innovations that the brand has introduced for billing, Vasanth Kumar, Executive Director, Lifestyle says, “The Self-Checkout kiosk is a facility that allows customers to bill their merchandise and complete the payment transaction in a few simple steps on their own. The Mobile POS which we have introduced is for billing some of our products such as watches, fragrances or cosmetics.”
“The other innovations that we have introduced include our Fitting Room Assistance program that has emerged from our insights into our customer shopping behaviour, allows for size retrieval with the help of technology. For our e-commerce business, we have introduced visual search and enabled voice-based search on our apps which has helped creating a more personalised and convenient shopping experience,” he adds.
Innovation, today, is the tool that allows brands to ensure a frictionless journey from discovery to purchase for the customer. And Lifestyle is no far behind.
“We have introduced ‘Click & Collect’ – an Omnichannel initiative that allows customers to order online and collect merchandise from a Lifestyle store of their choice. Our in-store Endless-Aisle initiative helps a customer to find her missing size on our online channel,” he further elaborates.
Several of initiatives that the brand has taken are technological solutions to real customer problems which they discovered through their interaction with customers as well as staff . Using this feedback, they have created simple yet impactful solutions leveraging technology. These have led to positive impact on their overall customer experience and helped increase engagement with the brand.
“We are continuously evolving our stores with new technologies. To fully enable our customers to enjoy these new introductions, it is important for our sales personnel to understand, communicate and comfortably operate all new innovations. Before implementing any new technology or introducing product innovation, our entire store team goes through an extensive knowledge session, which enables them to understand the product/technology being introduced,” says Kumar.
Lifestyle regularly tracks consumer satisfaction through NPS (Net Promoter Score) in store, by the virtue of offering, staff interactions, store ambience and consistently deliver an overall delightful shopping experience thereby winning customer trust and loyalty.
“We have also launched ‘Lifestyle Edge’, an exclusive program for our premium customers in Chennai and Pune and soon we will be expanding this to other cities,” says Kumar.