Changing consumer behavior, new market entrants, and technological disruption frequently change the retail landscape. Based on expectations, retailers respond by embarking on transformational journeys that prepare them for the long haul. Retailers continue to focus on improving customer experience and operational efficiency to attract customer loyalty and profitability. Established quality engineering practices can make all the difference between the highest levels of customer engagement and an average experience that will switch customers.
Retailers and brands are finding ways to make a lasting impression in the minds of their customers. By improving the end-to-end customer journey, brands can expect consumers to choose them over compelling new options offered by existing and new competitors.
- digital app – Enable superior customer experience through corresponding changes in digital platform and application capabilities. Modular applications with API-driven transactions and collaboration require a well-designed quality engineering approach. This helps you maintain a high level of customer satisfaction by viewing your application through the customer’s lens.
- AR/VR: Retailers that embrace augmented and virtual reality (AR/VR) have the added benefit of giving customers a better feel for their products and how they fit into their particular environment. AR/VR helps match actual product specifications with customer expectations. You can also shorten the return/exchange cycle. A robust AI-driven quality engineering process can increase the overall reliability of AR/VR applications and integrations.
- Hyper-personalization: Using past purchase data, shopping cart history, and user behavior, you can design bespoke recommendations, “shopping bundles,” and default payment choices for your users. Machine learning (ML) plays a big role in processing user data and arriving at custom options. This can be taken a step further with artificial intelligence (AI) engines. AI engines can be used to make decisions such as delivery options after receiving the user’s legitimate consent. This option is slightly slower, but reduces the customer’s carbon footprint. Such advanced applications require expert assistance. Qualtest Group is at the forefront of improving the reliability of applications and experiences delivered by global retailers.
- Lead management: Tracking and measuring partner performance, the number of leads they generate, and earning the right commissions for partners helps retailers better manage their opportunity funnel.Combined with powerful quality verification mechanisms, retailers can explore new avenues of leads and assess their effectiveness
- Supply chain and future technology: Manage last-mile delivery, shipment tracking, and merchandise inventory using supply chain or warehouse management system (WMS) applications. Sophisticated retailers are considering using robotic operations and adopting the Internet of Things (IoT) to ensure smooth operational management.Success in this area requires strong internal collaboration between departments and seamless integration of IT systems.
- Climate awareness: With the apparent impact of climate change, companies are reassessing their operations to reduce their carbon footprint and increase sustainable business practices. From a consumer perspective, retailers are aware of the growing demand for used/refurbished/recycled products. To effectively integrate this business line with existing sales and operations cycles, existing applications must be realigned and comprehensive quality engineering must be employed.
Finally, timely review facilitates timely intervention. Retailers should consciously incorporate review-her mechanisms for evaluating the customer experience and effectiveness of corporate operations. Transforming retail is an undertaking that involves being agile enough to heed, respond and thrive in the next big wave. Quality engineering partners conduct unbiased reviews, increase business confidence in IT applications, and help retailers navigate the different stages of disruption. They are essential to retail today and tomorrow!
The above views are the author’s own.
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