Looking at an in-store customer journey of the immediate future

BearingPoint. Institute The elusive shopper: will pre-millennials save the physical store? Looking at an in-store customer journey of the immediate future Retail will become one part of a larger, more connected customer experience where the store of tomorrow will become informational product showrooms that drive purchase decisions via location, mobile and apps Augmented reality mirrors and connected experience sharing The customer browses a collection using an interactive wall that gives him an immersive and connected experience. His face is scanned automatically to match fitting frames that are then sorted according to his personal preferences. Sales advisors Store employees are the face of the retailer and essential to ensure a Customer is greeted by sales advisor pleasant shopping experience. Their customer management system allows them to guide and advise customers who are automatically identified via their mobile phone (iBeacon), NFC loyalty cards or even facial recognition. The customer profile pops up on the advisor's tablet, with his preferences and order history, enabling her to greet him personally Hello Mr Anderton Social sharing He can 'try them on' using augmented reality and can share his choices with his friends via social media to help him making a choice. He can see and leave product ratings directly on the wall. and direct the conversation towards relevant products and offers. Back to the office He walks over to the augmented reality wall Leaving the store of the future The combination of customer management systems, augmented reality, social sharing, 3D printing and fast restocking/delivery ensures a hooth, pleasant and quick customer experience, with no repeated trips for this time-pressed customer. The customer walks around to the One-hour delivery The coating on polarised lenses takes some time to dry, so his prescription community zone to look at local artists making bespoke spectacle cases sunglasses will be shipped to his office His lenses are printed using the in-store 3D manufacturing facility. They are mounted onto the frame that just got Upgrade to GoogleGlass Titanium 7.1 using a peer-to-peer delivery service such as urb-it. delivered via a drone. Mobile in-store He gets an iBeacon notification of an offer for a free pair of sunglasses with his tion if he upgrades his frames pres You still need to pay Community zone Retailers lend space to local small businesses, enriching their assortment with unique and related products. The retailer and community also co-create innovative offerings, bundling products and services from the retailer and its local ecosystem. By combining the benefits of online browsing and instant gratification of the in-store m-payment, advisors offer high-value customers a queue-busting service to pay directly via PayPal by bumping their phones Instant restocking The frames aren't immediately available in-store but a drone will deliver them within 17 mn onto her tablet. BEIO05-FOR-IN2 1L