Offline Retail Sales terminal

Retail Sales: Online vs Offline

There is a shift in the way customers interact with retail experiences and that’s of retail sales offline (physical stores and kiosks) to an online offering. In many cases this shift is an inevitable evolution of the retail experience but what about those customers that require that extra effort, care and human interaction when making purchases? How can you determine what your customers prefer? Don’t guess, ask them! The key is to better understand your customers through leveraging existing data, talking to your customers, listening to your customers and understanding their experience with you through a customer journey map. A Forbes article suggests using “data-driven marketing insights to empower employees, so then these employees can elevate the customer experience and treat shoppers the way they want to be treated: as individuals with unique buying behaviours and preferences.”

Read more of that article here.

About Us

Find out what drives us and how our passion for designing, enabling and scaling outstanding services delivers what your customers really want.

Read About Us

Our Work

Find out how we've helped some of Australia's biggest brands transform their approach to delivering an outstanding service experience.

View Our Work

Join the Proto community and receive practical resources to help you become more customer-centric!

Welcome to the Proto community! Our goal is to provide you with not only the latest insights into Experience and Service Design, but provide you with ongoing support and ideas to improve your customers and employees experience.