{"id":51014,"date":"2022-02-16T04:00:48","date_gmt":"2022-02-16T12:00:48","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=51014"},"modified":"2024-06-24T22:40:10","modified_gmt":"2024-06-25T05:40:10","slug":"connected-consumer-new-retail-journey","status":"publish","type":"post","link":"\/us\/en\/blog\/connected-consumer-new-retail-journey\/","title":{"rendered":"The connected consumer: A look at the new retail journey"},"content":{"rendered":"<p><b>Highlights<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The retail journey has changed dramatically over the past two years, with connected consumers looking for a fully integrated customer experience.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Retailers must adapt to changing consumer preferences by leveraging advanced technologies such as artificial intelligence and cloud-based communications platforms.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">In addition to leveraging modern technology, retailers must also take a page from history and offer better personal service, served up with a healthy dose of customer empathy.<\/span><\/li>\n<\/ul>\n<hr \/>\n<p><span style=\"font-weight: 400;\">\ud83d\udc81\ud83d\uded2\ud83d\udcbb Want to see how a unified communications and collaboration strategy can create an effortless employee experience that allows your team to better serve shoppers at all stages of their journey? Grab our eBook.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/documents\/retail_workforce_empowerment_ebook.pdf\" data-id=\"69df31a7164ce\" id=\"69df31a7164ce\">\n\t\t<button tabindex=\"on\"  on=\"tap:69df31a7164ce.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">This eBook outlines five communication experiences that illustrate how unified communications and collaboration helps retailers connect with customers on a new level.<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div><input type=\"hidden\" name=\"Asset_ID__c\" value=\"ODAM-00199\" class=\"download-form-input\"><\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Read the eBook\">Read the eBook<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69df31a7164ce.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Enjoy!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<hr \/>\n<p><span style=\"font-weight: 400;\">In the past two years, the retail business has changed, and most likely permanently. Owing to the confluence of fast-moving technological advancements, dynamic consumer appetites, and an airborne global pandemic, the customer-retailer relationship has also been irrevocably altered. The onus to pivot and adapt is on sellers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Retailers that have seen continued financial success since the start of COVID-19 have recognized the desire on the part of buyers for reduced human interaction in purchasing. Building on what was already a strong online-buying trend, the novel coronavirus made contactless and minimal-contact shopping the norm rather than the exception. A significant component of this movement is a sort of hybrid of the online and in-person retail experience: buy online, pick up in store (&#8220;BOPIS&#8221;), also known as click and collect.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Prior to the pandemic, just 7% of sellers with brick-and-mortar shops offered BOPIS, but by August 2020, 44% of such retailers were offering the convenience, according to a<\/span><a href=\"https:\/\/www.digitalcommerce360.com\/2020\/09\/30\/nearly-44-of-top-500-retailers-with-stores-now-offer-curbside-pickup\/\"> <span style=\"font-weight: 400;\">survey <\/span><\/a><span style=\"font-weight: 400;\">by<\/span><a href=\"https:\/\/www.digitalcommerce360.com\/2020\/09\/30\/nearly-44-of-top-500-retailers-with-stores-now-offer-curbside-pickup\/\"> <span style=\"font-weight: 400;\">Digital Commerce 360<\/span><\/a><span style=\"font-weight: 400;\">. That&#8217;s an increase of more than 528%, and it represents an enormous opportunity for sellers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">What do BOPIS and increased online purchasing mean for retailers in the \u201cpost-COVID-19\u201d world? In short, an increased emphasis on technological savvy combined with a return to high-quality, in-person customer service.<\/span><\/p>\n<h2><b>4 ways retailers can create a connected consumer experience<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">The sections below explore this seeming paradox in greater depth and discuss how retailers can leverage the trends to best create a connected consumer experience that meets contemporary needs.<\/span><\/p>\n<h3><b>1. Employ AI and automation<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">BOPIS will continue to call on the technological capabilities of retailers, who must be prepared to fill orders accurately and quickly despite the many challenges now facing them. One solution: artificial intelligence.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As the historically<\/span><a href=\"https:\/\/www.inquirer.com\/business\/worker-shortage-jobs-unfilled-people-20220106.html\"> <span style=\"font-weight: 400;\">tight labor force<\/span><\/a><span style=\"font-weight: 400;\"> shows no signs of loosening, AI and automation are already delivering results for retailers. With<\/span><a href=\"https:\/\/www.fujitsu.com\/us\/imagesgig5\/DX-Trends-Global-Retail-Industry-Key-Findings.pdf\"> <span style=\"font-weight: 400;\">more than one-third<\/span><\/a><span style=\"font-weight: 400;\"> of retailers now selling the majority of their goods online, it is imperative for sellers&#8217; financial health that they find ways to fulfill orders and meet or exceed customer expectations while doing so.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">&#8220;The pandemic and its resulting social distancing guidelines incited a mass transition to online shopping, buy online, pick up in-store (BOPIS) and curbside pick-up,&#8221; a<\/span><a href=\"https:\/\/www.forbes.com\/sites\/forbestechcouncil\/2021\/06\/17\/the-evolution-of-customer-expectations-and-how-businesses-can-meet-them\/?sh=89b0f0f70cf4\"> <span style=\"font-weight: 400;\">Forbes<\/span><\/a><span style=\"font-weight: 400;\"> article on customer expectations reads, in part. &#8220;Combined with the industry-wide battle to deliver online purchases within hours to homes, these adoptions led to a consumer base whose expectations for immediate gratification are now higher than ever. Customer tolerance for supply chain issues like slow shipping, empty shelves, or damaged products is at an all-time low and is likely to remain as such in the years ahead.&#8221;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Forms of AI that retailers should seek to employ to complement BOPIS\u2014if they haven&#8217;t already\u2014include new and improved<\/span><a href=\"https:\/\/www.studyfinds.org\/chatbots-or-people-humanness\/\"> <span style=\"font-weight: 400;\">chatbots<\/span><\/a><span style=\"font-weight: 400;\"> and call-center systems. For example, equipping contact centers with intelligent routing for inbound calls helps customers get to the right agent to handle their particular requests, thereby ensuring higher first-call resolution rates and superior customer experience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Similarly, retailers that leverage API-driven automated SMS communications regarding order, delivery, and pickup status elevate customer experience as well.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h3><b>2. Up your UX game<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Sellers who were accustomed to high levels of in-person interaction with their customers may have paid less attention to their online presence prior to the global pandemic. But with so many retailers providing the same goods, competition among sellers is always fierce. Now that many shoppers who previously bought in-store are ordering online or using BOPIS, it&#8217;s more crucial than ever that retailers have visually appealing, user-friendly websites and web application offerings.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The vast majority of people (<\/span><a href=\"https:\/\/martechseries.com\/sales-marketing\/customer-experience-management\/why-customer-retention-is-highly-dependent-on-ux-design-according-to-nextbrain\/\"><span style=\"font-weight: 400;\">90%<\/span><\/a><span style=\"font-weight: 400;\">) will exit a website owing to &#8220;bad user experience design,&#8221; according to technology news site MarTech Insights. Even more important for retailers offering BOPIS, users are five times more likely to abandon their online efforts on a site &#8220;if things are not designed to be responsive to their phone.&#8221;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Overall user experience, or UX, is critical for creating a connection between seller and buyer, and it is critical in the success of any retailer&#8217;s BOPIS offering. If they have not done so already, stores should invest in professionally designed, easy-to-use, mobile-optimized websites and apps. Doing so will go a long way toward attracting and keeping customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Optimizing their online presence is not a one-and-done process. As consumer preferences and expectations continue to change rapidly, retailers must be vigilant about ensuring a frictionless customer experience, no matter where, when, or via what channel that experience takes place.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-51016\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/02\/curbside-pickup.jpeg\" alt=\"A car sits idly next to a sign that says &quot;Curbside Pickup&quot;\" width=\"930\" height=\"620\" \/><\/p>\n<h3><b>3. Return to personal service<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Given today&#8217;s reduced opportunity for in-person service, the interaction sellers do have with their customers has become all the more important. Following what was, for most people, an unprecedentedly long period of isolation at the start of COVID-19, consumers both want and expect higher-quality in-person experiences, particularly with sellers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It&#8217;s not complicated; it can be thought of as a return to simpler times. Smiles, eye contact, courteous manners, prompt service, and proper mask-wearing during curbside pickup and other in-person interactions will all pay dividends.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The same applies to customer interactions over the phone. Savvy retailers pay attention to the customer experience both in-store and over the phone. Local shoppers still appreciate being able to reach out to their local store and actually talk to a human on the other end of the line. Retailers can leverage <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/contact-center\/interactive-voice-response.html\">IVR<\/a> systems to relay information such as local store hours or directions, but it should be equally as easy for shoppers to make a human connection for more complex inquiries. Personal service includes the ability to talk with a live agent when appropriate.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">&#8220;When you offer top-notch customer service like businesses used to, you can actually drive your margins higher while also growing volume because you gain a greater share of your customers&#8217; wallets,&#8221; Jim Schleckser noted in a piece for<\/span><a href=\"https:\/\/www.inc.com\/jim-schleckser\/how-to-win-new-clients-with-old-fashioned-customer-service.html\"> <span style=\"font-weight: 400;\">Inc.com<\/span><\/a><span style=\"font-weight: 400;\">. In thinking &#8220;about what makes our businesses competitive, we tend to focus on more technology and lower costs. But there is this third overlooked component\u2014offering superior customer service\u2014that can also profitably transform your business.&#8221;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Another component to excellent, post-COVID-19 customer servicing is empathy.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">&#8220;Retailers should be organized around one thing and one thing only: A holistic, empathy-driven experience, with clear understanding by everyone in every department about how each channel and touchpoint integrates to drive empathy with customers,&#8221; observes<\/span><a href=\"https:\/\/www.cmswire.com\/customer-experience\/pandemic-or-not-you-need-empathy-driven-customer-experiences\/\"> <span style=\"font-weight: 400;\">CMS Wire<\/span><\/a><span style=\"font-weight: 400;\">. &#8220;In addition, empathy should be a top-down initiative across the C-suite.&#8221;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Conducting business from a place of understanding and treating customers with genuine kindness and compassion is good for the soul and can have a positive effect on a retailer&#8217;s bottom line.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"rc-post-content-cta rc-post-content-cta_green\">\n<div class=\"rc-post-content-cta-columns\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t<img decoding=\"async\" width=\"1234\" height=\"928\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/01\/retail-momentum.png\" class=\"responsive-image\" alt=\"\" \/>\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"headline-copy\" style=\"text-align:left;\"><\/span><b>UP NEXT: 5 retail predictions for 2022<\/b><span style=\"font-weight: 400;\"><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"rc-post-content-cta-footer\">\n<div class=\"bottom-cta-logo-container\">\n<div class=\"bottom-cta-logo\"><span aria-hidden=\"true\"><svg width=\"154\" height=\"34\" viewBox=\"0 0 154 34\" fill=\"#000\" role=\"img\" 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viewBox=\"0 0 24 24\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-arrow-1505426407\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t<title id=\"cta-ring-arrow-1505426407\">Ring Central Logo<\/title>\t\n\t\t\t\t\t<path d=\"M0 11.5C0 11.2239 0.223858 11 0.5 11H21.6797C21.9559 11 22.1797 11.2239 22.1797 11.5V12.5C22.1797 12.7761 21.9559 13 21.6797 13H0.5C0.223858 13 0 12.7761 0 12.5V11.5Z\" ><\/path>\n\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M21.1718 12.0001L15.8086 6.63691C15.6134 6.44165 15.6134 6.12506 15.8086 5.9298L16.5157 5.22269C16.711 5.02743 17.0276 5.02743 17.2228 5.22269L23.6467 11.6465C23.8419 11.8418 23.8419 12.1584 23.6467 12.3536L17.2228 18.7775C17.0276 18.9727 16.711 18.9727 16.5157 18.7775L15.8086 18.0704C15.6134 17.8751 15.6134 17.5585 15.8086 17.3633L21.1718 12.0001Z\" ><\/path>\n\t\t\t\t<\/svg><\/span><\/a>\n\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h3><b>4. Communicate via the customers\u2019 channels of choice<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">\u200bIn addition to offering superior customer service in store and at the curbside, retailers must provide an omnichannel communications solution to their customers as well. Cloud-based contact center solutions are helping retailers communicate effectively with customers via the customers&#8217; channels of choice. Those channels include phone, video conferencing, and secure messaging, to name a few.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">According to <\/span><a href=\"http:\/\/netstorage.ringcentral.com\/ebook\/2020_retail_research_report.pdf\"><span style=\"font-weight: 400;\">our research<\/span><\/a><span style=\"font-weight: 400;\">, 89 percent of consumers say offering their preferred methods of communication influences their choice regarding where to make their purchase, and 72 percent of shoppers say they would be likely to switch retailers if that retailer did not offer their preferred communication method.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Of the top five methods of communication preferred by customers and front-line workers, three are digital\u2014namely, email, online chat, and text messaging and the other two are in-person interaction and phone.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">(Frontline retail workers\u2019 communication preferences also prioritize these channels, an interesting fact in light of retailers\u2019 growing interest in retaining workers and keeping them engaged during the Great Resignation.)<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-51019\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/02\/retail-chart.png\" alt=\"A chart showing the preferred communication channels for retail by shoppers and frontline workers\" width=\"930\" height=\"1356\" \/><\/p>\n<h2><b>Let RingCentral help your organization boost customer experiences<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">RingCentral offers a fully integrated cloud-based communications platform\u200b\u200b\u200b that helps retailers drive sales and boost revenue by offering superior customer experiences via a multi-channel communications platform. <\/span><a href=\"https:\/\/www.ringcentral.com\/office\/industry-solutions\/retail-business-cloud-phone-systems.html?__mscta=3125_90825_10204\"><span style=\"font-weight: 400;\">Check out our solutions for retail<\/span><\/a><span style=\"font-weight: 400;\"> today.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights The retail journey has changed dramatically over the past two years, with connected consumers looking for a fully integrated customer experience. Retailers must adapt to changing consumer preferences by leveraging advanced technologies such as artificial intelligence and cloud-based communications platforms. In addition to leveraging modern technology, retailers must also take a page from history &#8230;<\/p>\n","protected":false},"author":29,"featured_media":51015,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18670],"tags":[6926,43223],"class_list":["post-51014","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-retail","tag-cloud-based-communications","tag-connected-consumer"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The connected consumer: A look at the new retail journey | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Learn four top ways retailers can improve the experience for the connected consumer and boost revenue post-COVID-19 in the buy-online-pickup-in-store era.\" \/>\n<meta name=\"robots\" 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