Customers are becoming accustomed to completing their purchases based on their conveniences with 58% of customers favoring flexible blended shipping options like Buy Online Pickup in Store (BOPIS).
Walmart offers a curbside pickup option, which lets customers place an order online via a website or an app. They can schedule a specific time slot to pick up their goods at the curb or from a designated parking spot. Next, the purchases are loaded to their vehicle by a curbside customer service associate, with the transaction being completely contact-free.
Experience economy is the buzzword across industries. It is being leveraged by brands that use Augmented Reality (AR) and Virtual Reality (VR) in their campaigns.
Likewise, Sam’s Club is taking experiential shopping up a notch with Omni Optical. The end-to-end optical journey with an app-first/mobile-first strategy is an inventive solution, which helps its members choose the perfect prescription glass from the comfort of their homes.
Scan and Ship
Walmart’s members-only, in-app option – Scan & Go feature streamlines the shopping experience for customers, helping them reduce in-person contact.
Available through the premium Walmart+ program, it makes shopping easy and intuitive. Customers need to use the app, scan barcodes to accurately add various items to their carts.
In 2020, 9.6 million customers downloaded the Scan & Go app.
Sam’s Club’s Scan & Ship is a similar feature. It helps members get big-ticket items such as TVs, patio furniture, and playsets delivered to their doorsteps without worrying about organizing a pickup truck.
The result – a hassle-free, autonomous checkout process.
Walmart’s store redesign
Omnichannel customer experience is another emerging retail tech. A case in point is that of the use of unique Light Detection and Ranging (LiDAR) tech on iPhones to display key information to customers such as measurements, and helps them visualize interior design.
Similarly, Walmart’s store is an extension of our omnichannel customer experience. Three major highlights of the brick-and-mortar-store redesign include
- Updated Walmart signage on exterior and interior of stores to reflect the Walmart app icon. The clean, colorful iconography creates an impression on the customer’s minds, encouraging them to download and use the app while shopping.
- Aisles marked with letter and number combinations guide customers from phone to product.
- Thoughtful and straightforward navigation inspired by airport wayfinding systems helps customers efficiently browse products in the stores.
The intent is to wow every customer as they shop at the stores, including powerful design elements to display unique products and drive value.