The second critical strategy is taking what you learn from those three factors and implementing an ecosystem around the technology that supports better experiences.
In particular, you want to understand your customer’s informational needs and support them with signage and on-screen navigation tips. For this, not every customer is going to have the same type of experience.
We encourage retailers to take the feedback from their CSSS surveys and develop shopper personas that can identify average basket sizes, key drivers of store visits and friction points. This analysis can help inform what kinds of associate support you need or even the width of the lanes: