In an increasingly digital world, where convenience and speed often rule, a question lingers: Is there still value in going to a physical store?
Earlier this year, I came across EY’s Future Consumer Index, which delves into exactly that question, exploring the nuanced preferences of today’s consumers. One line from the report resonated deeply: “There’s still value in going to the store.” That simple statement captures a powerful insight — human interactions, in-store experiences, and the physical connections of shopping still hold significant value in the modern retail landscape.
Since our company’s inception, we’ve worked with several major retail chains and national wireless carriers to unify their in-store digital content to improve the customer experience by displaying visually rich content on digital signage throughout their stores.
In contrast to the rapid shift to online shopping during the pandemic, recent trends have revealed a growing preference for in-store shopping. Unlike the past few years, when the convenience of online shopping took precedence, many consumers are now choosing in-person experiences to enhance their purchasing process.
According to EY’s recent insights, nearly 60% of consumers visited stores primarily to see, touch, and try items before purchasing. Additionally, 57% of consumers preferred in-store shopping to avoid waiting for shipping.
Interaction equals big gains
Beyond the initial purchase, consumers are also seeking more human interaction in their post-purchase experience. For instance, 56% of consumers find in-person assistance extremely important for returns and refunds, while 55% of consumers value face-to-face interactions to discuss questions or concerns about products they’ve already bought.
This year’s data highlights a renewed appreciation for the hands-on and relational aspects of in-store shopping with sales associates, presenting an opportunity for retailers to enhance the in-store experience for consumers.
Given this growing shift in consumer behavior, the in-store experience is as important as ever in delivering an elegant, visually rich retail environment. More retailers are turning to software and hardware solutions that enhance interactions, inform customers, and add value beyond the transaction, all while improving operational efficiency.
Redefining the in-store experience
In response to this renewed emphasis on the in-store experience, retailers are looking to seamlessly merge the appeal of physical shopping with the immediacy and engagement consumers expect while shopping online. This is where MPC comes in. Our solutions have empowered retailers to create a dynamic in-store environment that not only captivates customers but also streamlines operations.
With our ultra-thin digital signage and highly customizable promotional and pricing software, we have helped major retail chains, electronics stores, and national wireless carriers deliver critical messaging and content across their network of stores in real time, ensuring consistency – especially during peak periods like the holidays.
Our solutions make it easier for in-store customers to find the information they need – like product details and promotions – enhancing their journey without requiring additional time from store staff. Additionally, our solutions allow for effortless updates, so retailers can adapt quickly to new campaigns, inventory changes, or pricing adjustments, keeping the store environment engaging and relevant.
We’ve always been committed to helping retailers bridge the best of both worlds: the high-touch, human connection of in-store shopping combined with the cutting-edge efficiency of digital technology. In today’s retail landscape, where every interaction counts, we’re dedicated to partnering with retailers to offer an experience that customers won’t just appreciate – they’ll come back for.
About the author
Chad O’Leary is the CEO and co-founder of Mobile Price Card (MPC). Founded in 2015, MPC first offered wireless retailer carriers software that digitized pricing; however, the company quickly expanded its offerings to provide software and hardware solutions that enabled national retailers to manage and unify all their in-store digital content in one platform. Currently, MPC’s solutions are used in over 20,000 locations across 30 countries.
Before co-founding MPC, Chad owned and operated multiple wireless retail carrier stores. In less than a decade, he grew an initial $15K investment into a multi-location business with over 50 employees and $14 million in annual gross revenue.