How to Prepare for Retail’s Digital Transformation: Part Two

By Paul Dobbins - Director, Account Development Jan 23, 2018 10:00:00 AM

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Looking for more tips to prep for retail’s digital transformation? We've got you covered.


Digital transformation is changing the way consumers shop, both in-person and online. From one-touch purchases to in-store search programs, retailers must stay up to date to maintain their current customer base. In fact, it’s predicted that by 2019, the top 30 percent of retailers will be actively engaged in their own digital transformation.

If you didn’t see our previous blog on how retailers can adjust for a digital revolution, check it out before diving in for more. All caught up? Good. Here are a few more ways retailers can prepare for their digital future. 

Put customers first

Retailers aren’t the only ones adjusting to the digital age – consumers are, too. In order to stay relevant and ahead of the competition, pay attention to what your customers are doing and how they’re responding to changes, then adjust accordingly.

Delta Air Lines is a great example of a company putting the customer first using new digital tools. In 2016, Delta integrated real-time baggage tracking into their mobile app. Flyers using the app can now keep track of baggage status from check-in to claim, and are armed with more info in the event bags are lost. Identifying a recurring issue, Delta solved it with digital technology to better serve the customer.

According to Forrester Research, 77 percent of U.S. adults say the most important thing a business can do for them is provide good service. With new hands-on tech to enhance the customer experience, your customers should be front and center during the digital transformation. Meet them where they already are, and watch their loyalty grow. 

Don’t abandon…adapt

Even with an increase in online shopping, it’s important for customers to retain the ability to shop at a brick and mortar location. Why? Because as long as customers are still coming through the door, there’s no reason to eliminate any sales opportunity; instead, retailers should tweak their approach as needed to adapt to current changes. Plus, what’s better than being in front of your customers both physically and online?

The digital transformation is happening. In 2016, 18 percent of retailers said they would prioritize for digital, and in 2017, 24 percent said the same. With this uptick in digital prioritization, we’re sure to see it continue to expand in 2018.

Is your retail business already taking on the digital transformation? Tweet @Fortegra to share some tips!

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