A few years ago, I saw my first application of a retail mobile device while getting my lunch at a very busy Chipotle. At the time, it didn't appear worth the technology cost, or the labor cost to operate it, as there was no noticeable change in speed or production. About a year after that, I worked for a premium retailer, that had a scanner capable of pre-scanning purchases and saving them for a POS associate to call up and accept payment. That worked a little better, as it allowed the "busy work" portion of the transaction to get handled ahead of time.
Today, though, with apps and devices for both the consumer and the business so accessible, businesses are almost required to update. Here are 6 Good Reasons to take action now!
1. Capitalize on Emotion - Have you ever changed your mind in the time between deciding you wanted to buy something and finally making it to the POS? Have you ever been in a fitting room and fallen in love with an outfit, only to talk yourself out of it once you put back on the boring old clothes you started with? If the associate could get you at that moment of peak emotional attachment to your purchase, you are more likely to leave with a feeling of excitement and anticipation. Not to mention less likely to return it from a case of buyers remorse.
2. Customer Data Capture - Whether it's obtaining, email, phone numbers, or followings on twitter - getting connected with your customers has proven crucial to develop and nurture the personal bond that today's consumer is longing for. The ability to personally hand them a tablet like device that they likely already have a comfort level using is much less intrusive then insisting they sign up for the "latest deals and promotions" in your "glitchy" keypad box. You can also pre-format it with a very detailed customer profile that they can fill out as much or as little as they are comfortable.
Today, though, with apps and devices for both the consumer and the business so accessible, businesses are almost required to update. Here are 6 Good Reasons to take action now!
1. Capitalize on Emotion - Have you ever changed your mind in the time between deciding you wanted to buy something and finally making it to the POS? Have you ever been in a fitting room and fallen in love with an outfit, only to talk yourself out of it once you put back on the boring old clothes you started with? If the associate could get you at that moment of peak emotional attachment to your purchase, you are more likely to leave with a feeling of excitement and anticipation. Not to mention less likely to return it from a case of buyers remorse.
2. Customer Data Capture - Whether it's obtaining, email, phone numbers, or followings on twitter - getting connected with your customers has proven crucial to develop and nurture the personal bond that today's consumer is longing for. The ability to personally hand them a tablet like device that they likely already have a comfort level using is much less intrusive then insisting they sign up for the "latest deals and promotions" in your "glitchy" keypad box. You can also pre-format it with a very detailed customer profile that they can fill out as much or as little as they are comfortable.
3. Free Valuable Square Footage - Usually the most unsightly place in every retail store is the POS area. Often it gets too cluttered with papers, pens, mall memos, etc. Many times it is also a largely built up area, that can turn into a catch all for returned product, store hardware, and I have even seen it used a lunch table!! Remove that eyesore and add more selling space!
4. Go Green - By using a mobile POS, you can have the ability to text or email customer receipts - also solving the "lost receipt" problem! But even more importantly, most POS terminals now can connect to the back office workstations, and many have internet access. Having a tablet that can connect that, can then be used to conduct daily touch base meetings, share important communications, view visual documents, even input and file new hire information. Paper can pretty much be entirely eliminated!
5. Never Lose a Sale Again - How many times have you had to turn a customer away because you were out of stock in the product they were looking for? Then 20 minutes later they pass by your store with a filled up competitors bag. Find the item online, and hand them the tablet to complete the sale. These sales can also easily be tracked by salesperson and store making the transaction as seamless as if you actually had the product.
6. Remove the Barriers - Years ago, I had mentor tell me always complete the sale while standing next to the customer. Never walk behind the cash wrap and state "Will that be all?" cause the answer will most likely be "YES". By keeping the salespeople side-by-side with the customer it ensures a personal level of service that is simply not possible with a traditional style "cashwrap".
The list to adopt mobile POS systems could go on and on, but in the end, it comes down to how it will impact the customer experience. As a society we are moving faster and faster into mobile technology. The convenience is undeniable. Now, it is the customer that has gotten ahead of the curve. By updating in-store technologies, you are investing your people, in your environment, and most importantly - in your customer!
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