This article on customer data was originally published on CMO.com.
Here are five key trends that you must watch out for in 2016 and beyond:
It’s becoming an increasing challenge for the majority of retail executives I talk to daily to capture consumer attention. With the touch of a button, consumers can skip TV ads. And even digital advertising—our new ray of hope—is under fire thanks to ad blocking and an exceptional consumer talent for ignoring ad placements. Moving forward, it will become more and more critical for you to reach consumers in the moment—whether they’re on social media, doing some smart phone research at a stoplight, or browsing at a store.
And without question, stores will take on a more important role than ever in influencing these consumers, given their hold on more than 90% of all retail sales, according to the U.S. Census Bureau. There’s no denying that physical stores need a digital presence, but what about the other way around?
We touched on this briefly above, but let’s talk more about this changing role of the store:
So far we’ve seen online pure-plays like Amazon, Bonobos, Warby Parker, Rent the Runway, and Birchbox move in store—all with huge success. On the other hand, we’ve seen big names like Sears, Barnes & Noble, GameStop, Staples, and Ann Taylor forced to undertake major store closings. Why is that? These successful pure-plays didn’t just open another store with traditional sales and distribution models as their primary goal. Instead, they tapped into the unique needs of their customers and re-engineered the function of the store to fill the gaps in their existing experience that could not be achieved online. And often they used the store as a marketing tool to build awareness, generate buzz, and act as a multiplier for all other channels.
Over the past couple years, we’ve witnessed a rise in the use of online content marketing campaigns:
And for good reason:
But what could this mean in store? Already we know that:
Proximity-based beacons to influence consumers in real time is already a reality. And based on their impressive conversion metrics, we’ll likely see a lot more of them. But that’s just on mobile, and it requires that consumers download an app. So what about other options? As we move into 2016, we’ll see more use of remote content management to trigger real-time content updates across digital screens or displays in store. This will also come with the ability to gather engagement analytics and to optimize campaigns with A/B and cohort testing, just as you do online.
We touched on analytics above, but let’s dive a little deeper. Thanks to advances in technology, retailers can already gather basic engagement analytics with digital screens and trace how consumers move through the store. But now brands inside these retail stores can start gathering highly accurate insights as well, including:
Insider tip: If you are looking at in-store analytics, be wary of WiFi-enabled mobile tracking. This method may soon become obsolete. Apple has already started working on randomizing MAC addresses on the iPhone to prevent tracking, and it’s highly likely that other mobile companies will follow suit.
When the omnichannel strategy was hatched, the goal was to keep consumers shopping, from channel to channel. And rightfully so:
But exponential growth in digital is changing things:
While omnichannel strategies were a definite step in the right direction to bridge the digital and physical worlds, we’ve translated the concept largely into replicating each channel everywhere. But with the IoT and wearables, adopting and replicating the same experience on every new digital channel is not feasible. Ideally, it’s time to evolve tactics, meaning every channel does not need to deliver the exact same experience or primary functions as other channels. Instead, we need to carefully evaluate whether a channel makes sense for our unique brand, then identify the unique “why, how, and wow” of these digital channels for our consumers. We need to look at:
The reality is, the future of retail is now. And thanks to exponential growth in digital, retail has changed. It is now more critical than ever to pay careful attention to emerging trends. Hopefully you found these trends especially helpful for your retail planning.
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