Improving customer loyalty through in-store mobility
Self-service implementations in a retail environment have mainly consisted of kiosk stations or self-service check-out stands. With over half of all e-retail traffic originating from smartphones and tablets, the mobile commerce industry is at the cusp of exponential growth. It provides an opportunity for retailers to combine e-commerce, social media, and native mobility such as location-based services into a powerful, omni-engaged customer channel. Retailers have understood the need to have mobile apps, but only one in ten currently offers in-store features in their mobile applications.
In this article, an Infosys expert shares his views about how, with emerging retail channels and competition, today's retailers need to find new ways of inspiring customer loyalty as customer satisfaction is simply not enough.
Published with the permission of Retailer Magazine
(First appeared in Retailer Magazine)
Ambeshwar Nath Vice President & Region Head, Retail, CPG & Logistics, Infosys
Ambeshwar (Amby) has spent over a decade with Infosys, developing trusted CXO relationships, high-performing teams, and helping his clients successfully execute transformational and outsourcing programs. He has played a critical role in supporting the profitable growth of Retail, CPG and Logistics practice in Europe, by developing a healthy portfolio of long-standing clients (including Adidas, Diageo, Metro, ICA, FC, Ahold, DHL etc.), leading strategic NAOs, and making a difference to the team and competency development.