6 checkout trends that drive CX excellence | Tulip

6 checkout trends that drive CX excellence

The role of the POS in enhancing the in-store experience

The point of sale (POS) system stands as the central pillar of any store. Despite the growing prominence of online shopping, globally physical stores generated $21.1 trillion in retail sales in 2021, which is around 80% of the total retail sales.

While traditional POS systems have focused on transactional functions such as payment processing and receipt generation, the next generation of POS solutions brings forth a dynamic array of capabilities.

These innovations usher in a new era, shaping a retail experience that is increasingly customer-centric, cloud-first, mobile-first, unified commerce ready, intuitive and visual, and scalable.

Let’s take a deeper look at these 6 checkout trends that are driving customer experience excellence.

Customer-centric

Customer centricity continuously reigns supreme as a key trend in retail. So, it’s essential that every aspect of retail stores aligns with this principle, including the POS system.

The checkout process is typically the final step in an in-store shopping journey, occupying just a small fraction of the entire interaction—approximately 5 minutes out of a 45-minute engagement.

While a traditional POS system primarily focuses on facilitating transactions, a next-generation POS goes beyond these functions. It is designed to enhance various aspects of the in-store experience, making it more customer-centric, shopping-oriented, and versatile.

Cloud-first

The industry is evolving from traditional On-Premise POS systems, originally developed in the early 2000s, to modern cloud-first solutions.

In the past, these On-Premise systems required a central server in the retailer’s HQ along with local servers in each store. This approach was sensible over a decade ago when widespread high-speed internet access wasn’t as common. However, in today’s dynamic landscape, relying on this infrastructure is impractical for deploying technology.

A significant advantage of embracing a modern, cloud-first solution is its versionless nature, eliminating the need for concern over arduous and expensive upgrades. Additionally, a cloud-first solution is designed for agility and constant connectivity, ensuring that you receive real-time updates regardless of any changes occurring within your POS system.

Mobile-first

Legacy POS is being replaced by mobile-first and next-generation POS systems. This transition is aligned with a fundamental customer service principle: making the shopping experience as effortless as possible for your customers.

These advanced systems empower store associates to assist customers throughout the sales floor, eliminating the need for customers to queue at fixed checkout counters. A next-gen POS system, designed for mobility, allows you to serve customers wherever and whenever they desire.

Unified commerce ready

The importance of unified commerce is increasing, driven by the growing demand for integration of physical and online channels.

This entails empowering associates with the knowledge of customers’ online behavior and history, enabling them to provide personalized services and granting a comprehensive overview of inventory throughout your company.

By implementing a next-gen POS system, you can offer customers an “endless aisle”, allowing them to shop for any item in your catalog, regardless of its physical location. Store staff can “save-the sale” by effectively addressing product availability concerns with ease.

Intuitive and Visual

In a high-turnover industry like retail, a user-friendly POS system is a necessity.

The more user-friendly a solution is, the more likely it is to be embraced by users. A next-gen POS system encourages collaborative interactions and allows customers to explore your company’s catalog and create their own shopping basket.

Visual presentation is crucial; within a next-gen POS, the endless aisle catalog integrates with your image database, showcasing products using various types of media, further bridging the gap between channels.

Scalable

In the retail industry’s dynamic landscape, having a scalable solution ensures agility and spares businesses the headaches associated with growth.

Retailers need a platform that adapts to evolving needs. Whether it’s enabling line-busting capabilities or completely replacing fixed registers, a genuine next-generation platform will assist you in delivering outstanding customer experiences.

Bringing it all together

In conclusion, next-gen POS systems focus on the 6 checkout trends that help drive CX excellence including: