Leveraging mobile tech for retail to create memorable customer experiences

With the rise of technology, today’s customers are knowledgeable, tech-savvy and have high expectations for personalized, seamless experiences. They are becoming empowered consumers, making the retail landscape more competitive than ever as retailers fight to keep up with expectations.

Customers today demand convenience, speed and personalization across their omnichannel interactions. Empowered customers expect more than transactions from retailers; they require meaningful, value-adding engagements. In fact, 70% of consumers expect retailers to offer the same level of personal service across physical stores, online and mobile devices. Retailers meeting these expectations will be rewarded: Personalized experiences increase the odds of shoppers buying from a company by 80%.

Retailers need to improve retail customer experience (CX) to attract and retain customers. By embracing mobile tech for retail, associates can have authentic, knowledgeable engagements with customers and leave a lasting positive impression.

Common CX pain points and how mobile tech for retail solves them

Historically, customers shopping in stores have faced frustrations such as out-of-stock items, difficulty finding assistance and long lines for checking out. These pain points leave a negative impression on customers, but mobile tech for retail can help solve many common CX pain points, including:

1. Inventory management: It’s difficult to answer customers’ inventory questions and keep shelves well-stocked without real-time inventory data on hand. With mobile devices, retail associates can quickly help customers find what they need. For example, Galaxy XCover6 Pro can integrate seamlessly with inventory management systems, and its rugged design and long battery life are built for a demanding work environment.
2. Customer assistance: Retail associates need to be able to focus on the customer, not the technology. Wearables like the latest Galaxy Buds3 and Galaxy Watch7 enable employees to communicate seamlessly without having to hold a mobile device. Improved communication means that workers can help customers faster, providing better service.
3. Checkout experiences: Mobile point-of-sale (mPOS) systems reduce wait times and allow for quicker, more efficient transactions. Galaxy S24 Series offers flexible devices that can be turned into barcode scanners, enabling employees to assist more customers and reduce wait times.

Mobile retail technology has evolved to better meet customer needs, and it’s more powerful and versatile than ever. From smartphones to wearables, these devices are transforming how retail workers engage with customers, manage inventory, and streamline operations.

How technology solutions for CX create better experiences

Not only are consumers more likely to abandon a brand after a negative customer experience, but, according to Deloitte, they’re also 140% more likely to return after a positive one. To create a memorable CX in retail, technology solutions for CX need to do more than solve pain points. They must elevate the overall experience. Here are a few ways retailers are leveraging mobile tech to improve customers’ shopping experiences:

1. Support customer education: With mobile devices in hand, associates can provide customers with detailed product information, tutorials and reviews, increasing customers’ knowledge and confidence in their purchases. In fact, helping a customer realize something new about their needs or their own goals makes them 1.73 times more likely to buy.
2. Extend the experience: If a retailer is going to create a memorable experience, the customer journey must extend beyond the time of purchase. Technology solutions for CX allow retailers to stay connected with customers through personalized follow-up messages, loyalty programs and exclusive offers.
3. Prioritize value over volume: Modern consumers want more than a transaction; they want retailers to provide a meaningful experience. Mobile technology enables retailers to offer personalized recommendations and tailored promotions, making customers feel valued and understood.

Mobile retail technology pitfalls

Here are some pitfalls retailers face when adopting retail solutions and how to avoid them.

Relying too much on technology

Too often, organizations’ operational efficiency and automation strategy drive transformations while their CX strategy takes a back seat, which makes it too easy to lose sight of the customer. For technology to truly enhance CX, it should not replace human interaction. Striking a balance between technology and sales associates’ personal touch is crucial.

Retailers should start with a human-first approach and use technology to enable assistive selling, which is the future of retail. By equipping retail associates with Samsung devices, including Galaxy S24 Series, Galaxy XCover6 Pro, and Samsung wearables, retailers significantly enhance their ability to deliver knowledgeable and customer-centric interactions, supporting mobile-enabled assistive selling.

Overcomplicating retail associates’ lives

Technology should empower retail associates to better serve customers and strengthen connections. Unfortunately, some devices are bulky and heavy, making it hard for associates to carry them around and leaving them either without a device or stuck at a station. Devices can also require significant training, requiring additional time to get up and running and putting a mental burden on retail associates.

Mobile and wearable technology from Samsung, like Galaxy S24 Series, Galaxy XCover6 Pro, Galaxy Buds3 and Galaxy Watch7, are slimmer, lighter and more user-friendly. With these devices, associates can move freely around the store, equipped with all the information they need right at their fingertips. This seamless integration of mobility and accessibility ensures that retail associates can provide knowledgeable, personalized and uninterrupted service, keeping the customer at the forefront of every interaction.

Introducing security risks

While mobile technology offers numerous opportunities to improve retail customer experience, it also introduces potential security risks that retailers must address. To maintain trust and comply with regulatory requirements, retailers need robust security to protect sensitive customer data.

Samsung Galaxy phones and several other Samsung devices, including tablets and smartwatches, come equipped with Samsung Knox, a defense-grade security platform that provides end-to-end encryption. Knox ensures that all sensitive data, whether stored on the device or in transit, is protected from unauthorized access. Galaxy S24 Series and Galaxy XCover6 Pro also offer biometric security features like facial recognition and fingerprint scanning.

Crafting memorable CX with mobile tech for retail

If a retailer is going to improve retail customer experiences, its goal needs to be more than just keeping up with trends. Technology solutions for CX can garner the greatest results when they are used to create engaging, informative and efficient experiences that stand out in the competitive retail landscape. After such an experience, 44% of consumers say they will likely become repeat buyers.

If you’re not currently an Android or Galaxy user, make sure to try Galaxy for Work on your current device today. And explore how Samsung’s retail mobile technology provides the tools needed to deliver the meaningful experiences today’s consumers expect.