Note: The report comes from Zebra (Nasdaq: ZBRA), the research targets at the specialty stores, department stores, clothing stores, supermarkets, electronics and pharmaceutical chains in North America, South America, Asia Pacific and Europe.
Let’s take a look at the research in the Asia Pacific retailers. The report predicts that retailers in the Asia-Pacific region will gradually shift from the offline store to online channels, which will lead the synergies between the entity and the online platform.
- In the Asia Pacific region, 88% of retailers want to support shop online and pick-up in store model over the next four years to further improve the Omni-channel retailing.
- By 2021, nearly 76% of retailers in the Asia Pacific region will be able to provide customized services to customers. Most retailers will be able to understand when a particular customer will visit the store. This will be achieved through technologies such as micro-positioning, allowing retailers to capture more data, improve accuracy and gain customer insight.
- The report shows that retailers believe that there are 3 main reasons which have the impact on customer satisfaction: They are out of stock, same product but lower price in another retail store or can not find the goods they want to buy. 76% of retailers in the Asia Pacific region believe that integrating e-commerce and in-store experience is very important or critical to the business, and they want to provide consumers with a seamless shopping experience.
- 86% of retailers in the Asia Pacific region will deploy mobile point-of-sale (MPOS) devices by 2021. Customers can use them to scan anywhere in the store and pay by credit card or debit card.
Note: MPOS is a new payment device, and connected to mobile phones, tablet PCs and other common intelligent mobile devices. It realizes payment function via information transmission and the card read, PIN input, data encryption and decryption.
- 72% of retailers in the Asia Pacific region believe that big data management is very important or critical to their operations. A number of companies are expected to invest in predictive analytics, software analysis for loss prevention and price optimization, and camera and video analytics for operating and enhancing customer experience.
- According to the survey, the main reasons for consumer dissatisfaction include the inconsistency between the stores and the inability to find the goods they need – either because of out of stock or the wrong placement of the goods in the store. 73% of retailers plan to solve these problems by automating their supply chains through automation, sensors and analytics.
The survey shows that while online and mobile commerce has changed the consumer’s shopping experience, but 91% of global retail sales are done in the store. As a result, 72% of retailers plan to rebuild the supply chain with real-time visibility (Phygital) supported by automation, sensors, and analytics.
In terms of real-time visualization, retailers want to invest in technologies including safety sensors, sensors for tracking sales inventory status, networking equipment and network monitoring, and sensors for tracking customer channels. In other words, in the future, perhaps when you enter a supermarket, these electronic devices are aware of your walking route, and can monitor the safety of goods in real time!
According to the survey, by 2021, 75% of the shops do not only know when a specific customer will visit the store, but also can customize shopping experience for them. The retailers hope that through the location-based services, know that specific customers in the store’s specific location, prompts employees to the appropriate location to provide services for customers in real-time, and can even receive a reminding message when a regular customer comes into the store.
And for ordering online and pick-up in store model, the retailers want to start the online order sorting when they system reminds that the customer’s car arrived at the parking lot.
The survey also showed that the retailers were investing in the transformation of the supply chain, focusing on tracking the status of the inventory to carry out promotions; 73% of the retailers consider the big data management as a business-critical factors; many retailers sees the “shop online & pick-up offline” as an important goal.
Interestingly, retailers in each region have different visions.
Consumer expectations are changing, technology is progressing, and the global retail industry is in transition, the Internet of Things, machine learning / cognitive computing and automation are the technical trends that the global retailers are most concerned about.