How do you inject technology into an organic experience?
When a community loves the character of a unique organization, it can be very difficult to modernize and leverage technology without losing that charm.
A similar cafe to one operated by our retail client
Problem
A large retail organization in Latin America has grown enormously over many years. They’ve acquired and licensed several brands across different retail chains, including technology, and dining.
This growth has led to a disconnect of systems and inefficient processes across the portfolio.
To further complicate the implementation of technology, traditional approaches would significantly alter the Customer Experience and risk alienating a dedicated fan base of the brand.
A clothing section of one of the related brands of the client organization
Approach
We did research to observe shoppers in the environment, to watch how they interact with the brands, and develop hypotheses about how we might be able to integrate technology into the environment.
We interviewed customers in the store and spoke with people from large and small communities about how the brands fit into their lifestyle.
Then we poured over the details to understand what needs of the customers we could meet and enhance by thoughtful introduction of technology that would bring our client into the modern era of business operation.
A similar retail environment to one of our client’s larger metropolitan locations
Results
We created a Customer Experience strategy to drive their Digital Transformation that focused on creating a responsive environment, rich with IOT, that catered to the needs of the individual and the aggregate.
A strategy to distribute RFID tokens to customers as part of a loyalty program allowed us the ability use location awareness to personalize the environment for each shopper and draw their attention to flash sales that cater to the specific demographics of the shoppers in store… all without requiring the use of their own device. The technology infrastructure also provided options for expedited/self checkout in a largely unbanked society.
Creating an ecosystem of environmental experience, and a digital loyalty system, allowed for us to better meet the needs of customers, support our clients modernization goals, and cross-brand sales growth.