Innovation as a Driver for a Better Customer Experience

Last week we have published a new white paper on retail: "Exponential Retail - Innovation is the Key to Staying On Top". I just want to give you a quick round-up and food for thought.

It turns out, that one of the biggest innovations for customers is cashier-less stores: Last year, Albert Heijn opened their first cashier-less store in Amsterdam - AH To Go. They are using a different tech than the camera-based ones operated by Amazon Go. It's a "tap, grab, and go" system that uses electronic shelf labels and the customer's AH loyalty card. All transactions are through the customer's mobile phone, shoppers can order online and get their groceries within an hour, or can go into any Hema location where they use their phone to research products, order and pay or arrange for delivery to their home.

Convenience will be changing as technology and customer expectations change.

Studies show, that 71 percent of customers say, that they want a retailer to recognize them and provide a personalized experience. Retailers that are actively using data to create and innovate new products and experiences for their customers, will be the winners in this game. And 54 percent of customers would actually expect a brand that claims to be innovating quickly to be able to implement changes within 6 months.

A culture of exponential innovation is the only way to try to meet these lofty customer expectations.

You can download the full report here: http://content.simplify-innovators.com/0nmCP4CK

Let us know your thoughts!