MEMBER LOGIN ERMS PORTAL
Pride-logo
ARA Australian Retailers Association
  • ABOUT
    ABOUT
    • About Us
    • Our History
    • Advisory Committees
    • Council
    • Leadership Team
    • Strategic Partners
    • Registered Training Organisation
  • JOIN THE ARA
  • SERVICES
    SERVICES
    • Advocacy & Policy
    • Employment Relations Advice
    • Human Resources (ERMS) Portal 
    • Legal Assistance
    • Tenancy Advice
    • Training & Education
    • Member Benefits Program
    • ARA Insurance
    • ARA Talent Registry
  • TRAINING
    TRAINING
    • Retail Ready Training
    • Career Upskilling
    • Leadership Training
    • Business Solutions
    • Industry Projects
    • Hire Talented Staff
    • Financial Literacy Education Program
  • RESOURCES
    RESOURCES
    • ARA Retail Review Report 2022
    • Business support
    • Covid-19 Resource Hub
    • Gender Equality
    • Media
    • News & Insights
    • Reconciliation
    • Podcasts
    • Research Hub
    • Sustainability
  • EVENTS
    EVENTS
    • Upcoming Events
    • OnDemand Recordings
    • First Responders Day 2022
    • ARA Gala No.1
    • ARA Leaders Forum 2023
  • Contact Us
    Access our Covid-19 resource hub for up-to-date state and territory restrictions
    back to Retail News & Insights
    Australian Retailers Association
    Australian Retailers Association

    Customer experience in the race for retail transformation

    • Monday 13 May 2019
    Technology

    By focusing on the most important piece of the puzzle, the customer, retailers can improve their digital experience where it really matters.

    Some retailers are losing sight of the most important piece of the puzzle in attempts to drive digital transformation. I’m talking about customers. They’re the ones who use technology and determine whether it adds value to their lives.

    No matter what industry you’re in, a poor customer experience is never good for business. This has become more important than ever in the digital age, where a slow online shopping site or a hard-to-navigate mobile app is all it takes to send potential customers heading for the exit. There’s little point introducing features that provide ‘wow factor’ if a customer can’t easily browse your online store and click purchase.

    Cloud technologies have provided endless scale to deliver new and improved services. But none of this matters if the customer experience is poor. A customer doesn’t care what technology you’re running. They just expect it to work

    A 2018 Riverbed Retail Pulse survey, asked retailers what they’re doing to improve the customer experience. Almost half (49%) said that quickly deploying new innovations and apps is a key focus. Further to this, 54% said they were monitoring and adapting experiences based on real-time shopping behaviours to improve the customer experience and keep ahead of the pack.

    But worryingly, 60% said ensuring technology works properly, is a hurdle in their digital environment, signalling a need to evaluate the underlying systems driving it all.

    This is a hard time to navigate new technologies in the retail world. Customers gravitate to companies that do digital well and the standards set by global competitors are pressuring local retailers into lift their game. So, it’s understandable that some businesses fall into the trap of introducing too many technology toys in an attempt to signify a point of difference.

    Retailers know getting the digital experience right will lead to significant financial benefits. Getting it wrong puts future growth at risk. Forrester Research estimates 30% of companies will see a decline in digital experience quality this year and, as a result, slower growth.

    Whilst analyst firm International Data Corporation (IDC) [KM1] projects that $2.1 trillion will be spent on digital transformation by 2021, it has also found more than 70% of organisations that have embarked on digital transformation journeys are struggling to achieve progress.

    This is partly down to short-sightedness – deploying technology for technology’s sake, without considering how it will impact the overall user experience and key measures such as speed and ease of use.

    Is the in-store Wi-Fi stable enough to support the virtual reality (VR) shopping experience we are deploying? Is my network agile enough to spin up a new store quickly if I need to? Do I have visibility into how my app is performing for the end-user? These are all questions retailers need to ask to ensure they don’t get caught up in the glitz and glamour of new technologies before considering the performance of the underlying network.

    There are exciting opportunities for retailers to take customer experience to the next level with technology. And while change certainly doesn’t come easy, building networks with customers in mind will always provide the best possible experiences.

    Keith Buckley is VP of Riverbed Technology A/NZ. Riverbed enables organisations to modernise networks and applications with industry-leading SD-WAN, application acceleration and performance management solutions. Learn more at riverbed.com

     


    SHARE THIS ARTICLE
    • Facebook
    • Twitter
    • Linkedin
    back to Retail News & Insights

    FURTHER READING

    Retail Voice CEO Message: 22 June 2022
    Paul Zahra

    Retail Voice CEO Message: 22 June 2022

    The NSW and Queensland Governments handed down their state budgets yesterday, which included billions of dollars’ worth of cost of living relief for...

    READ MORE
    Retail Voice CEO Message: 15 June 2022
    Paul Zahra

    Retail Voice CEO Message: 15 June 2022

    The resilience of our sector continues to be tested with rising cost-of-living and business cost pressures – from acute supply chain issues, and staff...

    READ MORE
    Supply Chains: How to stay ahead in the era of unpredictability
    Retail Directions

    Supply Chains: How to stay ahead in the era of unpredictability

    The last couple of years have seen the supply chain hit hard, with challenge on challenge faced.  

    READ MORE
    LOAD MORE

    Sign up for ARA newsletters

    Strategic Partners

    • Afterpay white logo-1
    • Amex-logo-2
    • Deloitte-1
    • Fabric-logo-2
    • Hitch Advisory - Logo - white-2
    • mastercard-logo-white-2
    • QUT_SQUARE_MONO_REV-2
    • Rest-logo
    • Salesforce-1

    Partners

    • 1200px-Amazon_Web_Services_Logo_edited_edited
    • good360 logo
    • Meta_lockup_mono_white_RGB-1
    • mst marguee_edited_edited_edited
    • Officeworks_Logo_White_RGB
    • RM

    Supporters

    • NRF-logp
    • Australian-CCI-logo
    • Associations-forum-logo
    • FIRA-logo-1280x500 (1)_edited
    • GS1_Australia_Full-Transparency_White_827x436

    About

    • About
    • Member Benefits
    • Membership Application
    • Membership Terms & Conditions
    • Privacy Policy
    • Code of Ethics
    • ARA COVIDSafe Retail Plan

    Training

    • RTO Policies & Procedures
    • Compliance
    • Nationally Recognised Training Officer

    Contact us

    phone-icon.png

    1300 368 041

    envelope-icon.png

    info@retail.org.au

    place-icon.png

    Level 1,  112 Wellington Pde

    East Melbourne 3002

    Join our community

    The ARA acknowledges the Traditional Owners of the land on which we work, learn and live. We pay our respects to their elders past and present, and also recognise Australia’s First Nations’ peoples as Australia’s first traders with a sophisticated network of trading paths that have facilitated the exchange of goods, knowledge and culture for millennia

    Copyright Australian Retailers Association 2021

    ALREADY AN ARA MEMBER?

    Login to view member-only content:

    Login

    NOT AN ARA MEMBER YET?

    Join us today to access ARA member-only content and events.

    Register Now