A Different View of the Retail Apocalypse

Early on a few merchants saw the challenge of the e-commerce platform.

Shoppers began appreciating the experience of on-online shopping as it offered convenience and simplicity. Furthermore, as in Amazon, they offered a platform with curated product content, reviews and ratings for an experience to further guide self-directed shoppers. 

 As more shoppers found the on-line experience met their needs more conveniently and increased their expectations, less shoppers went to brick & mortar stores and many have closed.  As a result, some merchants played catch-up with shoppers to meet the on-line experience by offering their own e-commerce platform in lieu of improving the in-store shopper experience 

Some merchants failed as they lacked vision and the skill-set to avail themselves of reliable technology with protocols to compete in-store with an on-line store for a comparable customer experience. It later became obvious the customer experience had to improve and was Key to ameliorate the disruptive change brought on by e-commerce.

As a result, merchant leadership’s response to this disruptive change began to include the vision and skill set of in-house technology experts. Engineers had as much or more influence over sales departments and how they could use technology in-aisle to improve the customer experience. Creative sales management teams were limited to the IT department’s priorities and schedules to drive ideas meant to provide a promising sales forecast.  Consequently, shopper centric technologies to improve the customer experience in-store were sidelined as merchants invested in e-commerce. There wasn’t a grand attempt to “move the needle for a better Shopper Experience to compete with an e-commerce platform offering simplicity and convenience”.  It makes one ask, “How important is the Customer to your business.” 

Touchrate in 2009 was the first starter using touchscreens for self-service to redefine the shopper’s experience with a digital path to purchase and was supported by a major merchant and its brands.  The touchscreen experience offered a digital path to purchase providing a logical approach for shoppers by filtering the clutter of SKUs shoppers confront in making a decision in the aisle. 

Various on-line platforms allow shoppers to be self-directed with a simple, fast and convenient way to touch and intuitively select to learn from curated product content and guidance for conversion. 

Merchants need to innovate within the context of the in-store customer experience. Most leaders believed that smartphones would displace the touchscreen as a platform in store to buy their products. 

Touchscreen engagement is high. Our recent A/B testing between touchscreen shopper engagement with our path to purchase is getting substantially more engagement in-aisle then our QR code platform with the same path to purchase accessed via smartphones. The test included thousands of stores with a QR code to be accessed by smartphone with the same digital path to purchase as is offered on touchscreens in just 4% of total stores and they received 60% higher engagement than ALL the stores. 

The status quo is no longer an option. Brands and merchants are sharing in-store touchscreen technology for a self-directed experience to increase sales, capture data, balance inventories, develop products, and reduce returned merchandise as shoppers are better able to decide on the correct product choice. This Shopper Self-Service in-aisle Experience is an answer to meeting the expectations of the consumer in a DIY culture and is analogous to self-check out. 

The experience begins with a touch. 


Patient Satisfaction

Patients’ Satisfaction is being used as a proxy to measure and rate the accomplishments of your healthcare staff by the Center for Medicare and Medicaid Services using HCAHPS and CAHPS surveys.

Patient Satisfaction is “the lens” from which healthcare organizations are rated by third party providers of HCAHPS and CAHPS surveys for CMS. Currently, the overall public rating derived from HCAHPS surveys, rate Baptist with

Touchrate has have been helping Healthcare organizations to improve or maintain good ratings by capturing on location anonymous Patient Feedback in real time for a daily audit of staff behavior.

Through our digital platforms we provide the voice of the patient with the power of anonymity that drives telling feedback.

This unadulterated feedback is “time and date stamped” and can be used by Baptist leadership to coach and direct medical staff and help them address certain behaviors and protocols for a satisfactory patient perceptions of their experience that will have an effect on their HCAHPS ratings.


Amazon Shopping Experience Rising vs. Brick & Mortar

Amazon Shopping Experience Rising vs. Brick & Mortar

Occam's razor is often cited in stronger forms than Occam intended, as in the following statements. . .

"The simplest explanation for some phenomenon is more likely to be accurate than more complicated explanations."

"If you have two equally likely solutions to a problem, choose the simplest."

"The explanation requiring the fewest assumptions is most likely to be correct. "Keep things simple!"

The Challenge: Increase same store sales in brick&mortar.

Simple Solution:
Simply embrace the shopper with a reason to buy by providing an intuitive touchscreen solution in the aisle for the moment of conversion.

Allows the shopper in-aisle to control the experience as they Touch, Find and Select product information for quick conversion using decision logic software and intuitive messaging the results of which lead to increased sales.

The main drivers of a sale are price and experience. Price aside, the Amazon experience for on-line shoppers provides an abundance of product knowledge unlike what is provided in the aisle.

Touchrate's Product Finders with decision logic take the shopping experience to the next level for conversion.



Touchscreens Vs Smartphones

Touchscreens Vs Smartphones

A/B testing consisted of A-Stores with touchscreens in-aisle using a digital path to purchase offering curated product content, accessories, mapping and more. The A-stores were compared to the results of B-Stores with QR code signage in-aisle for smartphones to scan and access the same digital path to purchase.

 The A/B testing was in thousands of stores, but just 4% of the stores involved were A- stores with Touchscreens and they generated a remarkable 60 % of the total customer engagement in ALL the stores. 

 It’s clear: Customer engagement was significantly higher on touchscreens. If you want to increase customer engagement in your stores for brands, contact Touchrate and or visit us at Touchrate.comhttps://touchrate.com/our-work/case-studies/