To buy a can of paint, you used to have to get yourself to the local hardware store and hope to find the right brand and color. As we all know, shopping is a lot easier thanks to the internet of things – that interconnectedness we now have between our computers, mobile devices and the physical world. It’s now a matter of choice if, after searching online for what we want to buy, we decide to take the trip to the physical store to browse and buy in person.
The omnichannel buying experience for the consumer is all about efficiency and convenience, and getting what they want to buy. The end result for the retailer is making the sale. Does it really matter which channel – a computer, mobile device, or in-store visit, helped make that sale?
In an opinion piece in Computerworld, it was suggested that some retailers are “adding barriers in an attempt to differentiate mobile sales versus laptop/desktop sales…” The basic point of the article was what does it matter?
Perhaps the focus should be on how the consumer sees it.
W. Edwards Deming, who was a leader in management quality said, “Profit in business comes from repeat customers, customers that boast about your project or service, and that bring friends with them.”
Now that’s a nugget of wisdom the internet of things has made real.
Doesn’t it make more sense for retailers to concentrate on quality inventory management so that the shopper, regardless of the entry point for purchase – laptop, mobile device, in-store – becomes a loyal repeat customer?
Being customer-centric is important. And staying on top of inventory is one of the best ways to ensure a quality buying experience and a happy customer.