Do you remember shopping the old fashioned way? Strolling through town was such a "feel good" experience because you likely knew the shop owners and they likely knew you. If you needed a new suitcase, you went to the store and compared several different models.
That friendly, one-on-one connection with the shop owner has been replaced with impersonal service, long lines, and an overall lack of connection between seller and buyer. Rather than leave with a positive connection to a store or brand, consumers more often walk out frustrated with the wait time, and uninspired by the lackluster experience. This is such a wasted opportunity for retailers.
Consumers still crave a personal experience while shopping; they want connection, excitement and spontaneity when committing to their next carry-on suitcase, or sweater or smartphone. Retailers must learn lessons from the past and leverage one of their most important assets - their physical stores and sales associates. But how? How can retailers recreate the magic of the corner luggage store and treat every customer like they've known them for years, reconnect in a personal way and offer seamless and quick checkout? It's actually quite simple. It's called "Clienteling," and with advances in mobile technology geared specifically for sales associates, it's possible and it's already happening.
While we will go through a shift in consumer behavior, some temporary and some long-lasting, eventually we will be back to normal or, as everyone is calling it, new normal. But first, we will have to go through the “new” new normal.
Mobile phones have accelerated a fundamental change in holiday shopping: online buying on Thanksgiving.