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Application of Technology in enhancing Service Quality in a Retail Shop
Anurupa Dasgupta
Mahua Bhattacharjee
Nishant Kr Singh
Soma Mondal
Srabani Seal
Subhajit Bera
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Overview
 Objectives of the Study
 Attributes of the study
 How to provide customers with values?
 How technology help us to do so?
 Application of technology to predict what customers want in future
 Conclusion
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Objective
• Deliver consistent customer experiences from platform to platform, with continuity in branding, messaging,
content, and optimized toward the strengths of each channel.
• Facilitate consumers’ desire to engage their favorite brands and even less favorite suppliers over the channel
is most convenient for them at any given time.
• Create seamless customer journeys with cross-channel engagement continuity to aid every consumer
and contribute to the overall consumer experience.
• Enable consumers to access communication channels simultaneously and interchangeably while maintaining
dialogue persistence during multi-part conversations.
• Keep customers engaged in individual touch points and as they move among them. Maintain conversation
fidelity through intermittent starts and stops and across channel.
• Integrate physical, virtual and mobile sales channels to better deliver frictionless buying experiences.
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Attributes
• For customers today shopping is all about Speed, Convenience , Flexibility
• Customers expect a seamless experience whether shopping in-store or online
• Virtual Reality (VR) is the trend taking shopping and brand experience to the next level
• To provide the optimal blend of content and commerce by channel and distribute it.
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Provide customers with values
• The expenditure on customer service can be reduced by using( technology) like telephone, internet, voice
etc.
• Understand the customer needs & meet them
• Should open all the communication channels for customer benefit.
• Should have collaborative chats with customers in order to solve their respective problems
• They can also use VOIP to communicate directly with customers to solve their problems
• Can also use virtual mannequins which will be a self help to the customers
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Omni-channel Retail
Omni channel retailing is a business model that implies using of a variety of channels in a customer's shopping
experience including research before a purchase.
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Technology in Omni-channel Retail
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 Mobile Alert
 Information Everywhere
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 The digital associate
 Social Buzz
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 Virtual Dressing Room
 Interactive fixtures and displays
 After-hours pickup
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Application of technology of what Customers want in future
http://youtube.com/watch?v=whpT6VknpEc
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Conclusion
With the omni-channel, retail marketers gain new abilities and resources for innovative promotions, program cost
effectiveness, and meeting the expectations of digitally empowered customers. Plus, these powerful cross-channel
capabilities give marketers their best chance ever to proactively manage relationships with customers and to build
valuable brand loyalty.
Omni-channel retailing provides marketers with shopper purchase patterns, while sophisticated in-store digital
devices collect key demographic information. Together, these provide marketing with the data and systems to
deliver highly targeted branding and product messages, including using rich multimedia and interactive formats
proven to be highly effective in the retail environment.
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