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SML Blog Post: RFID for Personalized In-Store Customer Experiences

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SML Blog Post: RFID for Personalized In-Store Customer Experiences

How Can RFID Technology Drive Engaging, Personalized In-Store Customer Experiences?

As retailers continue to recover from the COVID-19 pandemic, the digital investments that helped them navigate through the pandemic are still proving their worth.

Blog post by SML Solutions

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Now that shoppers have returned to stores, those retailers that have invested in technologies such as RFID are beginning to move ahead of the competition as even more focus is placed on experiential retail.

Over the course of the pandemic, retailers adapted to the needs of the consumer. As part of that transition, emphasis was placed on making shopping as convenient as possible. Retailers leveraged services such as buy-online-pickup-in-store (BOPIS) or buy-online-return-in-store (BORIS) to enable customers to conduct their shopping however they felt comfortable and safe.

However, without being able to shop in person and browse freely for over a year, consumers quickly realized that they missed the experience of brick-and-mortar shopping. Convenience has become paramount, but demand for a personalized and engaging in-store experience that makes the customer feel valued and appreciated is still crucial.

How Does RFID Increase Customer Service?

Retailers that invested in innovation during the pandemic have already seen the fruits of their labor come through in the past 18 months. Elsewhere, with consumer traffic filling up the high streets once again, more rewards have followed. By utilizing RFID, employees can spend more time servicing customers to elevate their in-store experience.

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For retail enterprises, RFID is the most effective tool available to manage inventory accuracy. The technology significantly reduces the amount of time spent taking stock counts and managing stock. On average, time spent on these tasks is reduced by 20 times compared to that of manual stock counts. Furthermore, RFID technology increases item-level inventory accuracy by up to 98% and allows retailers to maintain that level of accuracy consistently. The technology enables staff to manage inventory not only quicker but much more accurately.

A precise, RFID-enabled item-level inventory management system creates efficiency throughout the store, transforming the role of in-store associates, who are freed from inventory related tasks and can spend more time servicing customers.

Streamlined Checkout by Leveraging RFID POS

While RFID enables store associates to provide better customer service on the store floor, retailers can also utilize the technology to create a frictionless checkout process. Traditionally, checking out consists of barcode scanning items one at a time, followed by a card swipe. While contactless payments have begun to streamline transactions, there is still room for improvement and expectations around checkout continue to increase as retailers understand the impact of this customer experience point.

By leveraging RFID at point of sale (POS), retailers can create an automated checkout experience. This relieves the slow pain points of traditional transactions and provides increased accuracy as barcode scans are eliminated from the process. As we continue to recover from the COVID-19 pandemic, consumers remain cautious and minimal in-person contact is still considered essential to many. As we move past the pandemic, an RFID enabled self-checkout process that promotes social distancing is an advantage that not only reduces labor costs but also enables customers to feel safe as they return to stores.

Today, consumers shop in-store for the experience and excitement of connecting with a brand and exploratory shopping. Through RFID technology, stock management becomes highly accurate, but it also frees the time of associates from counting stock and operating checkouts. In turn, retailers can better align resources to service customers on the shop floor and provide them with the experiences they are looking for.

To find out how RFID technology could transform your retail operations, contact

Dean Frew
Dean Frew
Chief Technology Officer and Senior VP of RFID Solutions
Plano, United States
Lesley Suen
Lesley Suen
Senior Vice President of RFID Technology and Corporate Marketing
Shenzhen, China
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