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Going Digital to Improve In-Store Customer Relations

Caroline Cuny, GEM
Published on
14 December 2017

How can you combine digital technology and artificial intelligence to improve customer satisfaction in real stores? How can you use digital elements to optimize the customer experience? Caroline Cuny, a professor and researcher at Grenoble Ecole de Management, is a specialist of digital and communications technology. She shares with us important trends in this field.

The first crucial step is the collection of customer data. By recording customer data, you can collect concrete information concerning a customer's buying habits (e.g., a loyalty program).

"This means the customer is no longer an anonymous individual. When he or she enters a store, it's like going to your regular hairdresser who knows your expectations inside and out," underlines Caroline. "Algorithms analyze customer data and open the way for increased personalization of the brand's offer. This works just as well for products as it does for services."

By using customer data, you can change the store and environment context in order to create a more attractive customer experience with targeted and special offers that encourage purchases. And why not associate odors (tea, coffee, chocolate, etc.) with a theme party in the store? This is an example of olfactive marketing being tested by the Grenoble Ecole de Management connected store.

Enabling predictive behavior analytics

Digital technology can also free up store time. "Automatic checkout options associated with automatic customer account debits can enable an algorithm to visualize other products purchased by customers. If all customer data is recorded and analyzed, a banker for example, can give the right information to the right person in a given context," explains Caroline.

This kind of technology opens the door to predictive analytics in terms of customer behavior. For example, facial recognition technology could be combined with data collection to enable recognition of customer emotions when they enter a sales points.

"A banker could be informed about a customer's stress levels the moment he or she enters the bank and therefore adapt their sales posture to better match the customer. The idea is to be able to analyze emotions before the start of a meeting so a salesperson can adapt to the situation. This would then improve the customer experience," highlights Caroline. Facial recognition technology is already being used for research and teaching at the GEM connected store.

Overseas, we can take the example of Walmart which is developing facial recognition technology that will use the store's existing surveillance cameras to analyze customer facial expressions. The goal is to measure the degree of customer satisfaction, and in particular, dissatisfaction. If a customer is analyzed to be unhappy with their experience, a employee can be sent forward to try and improve the experience during checkout. (Source LSA)

Robots and mankind

"This technological development also brings up important questions concerning privacy and a customer's private life, in particular in terms of emotional analysis. Service and retail players have to answer these questions. Other questions exist as well. For example, when robots are used instead of store employees to answer simple questions (e.g., price checking), this change should include an evolution for employees to carry out less repetitive tasks," explains Caroline.

When Mr Bricolage implements machine learning

Mr Bricolage, a French hardware store, recently implemented new software in several test locations. The idea is to use machine learning to optimize purchase orders. The goal is to increase turnover by 4% while decreasing stocks by 10%. The program is also designed to free up time for salespersons to interact with customers. The software, called ProOrder, will provide automatic weekly purchase orders for each product category. To do so, the software analyzes several factors such as the store's purchase history over the past few years, local weather, store location, special offers and brand communication campaigns. The algorithm also integrates links between products (e.g., the sale of a certain type of bolt and screw can be linked to the sale of a certain type of door knob or bed leg). Department managers approve the purchase order for their department and can modify the order. This enables the software to learn from its mistakes. The result is extra time saved for sales teams, who can focus more on customers.
Source: Le Journal du Net

GEM Digital Day: Will phygital developments reinvent customer relations?

The rapid development of digital technology is revolutionizing customer relations. How can companies efficiently choose and test technology that will provide them with sustainable added value? On January 3rd, 2018, GEM Digital Day will invite participants to explore the various possibilities of promising new technology. The event will also question their impact, both positive and negative, on society and the environment.

  • Plenary session with Sylvie Blanco, director of innovation and experimentation at GEM
  • A round table on the subject of: "How to use physical and digital tools to improve the human and benevolent characteristics of a customer relationship?" Led by Caroline Cuny, a professor and researcher at GEM.
  • A round table on the subject of: "How to (re-)create a non-invasive connection with customers using digital tools? How to integrate digital developments in professional habits? How to manage my e-reputation as a mechanic by using Citroën Advisor?" Led by Benoît Meyronin, a researcher and professor at GEM.

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    If You Want Peace, Prepare for It

    Ready to evolve towards economic peace and well-being at work? Discover the experiences shared by partner companies and the latest research by the Mindfulness Chair.

  • La nouvelle chaire de recherche Anosmie, rendre visible l’invisible identifiera de nouveaux business models en lien avec les biotechnologies pour les anosmiques
    Published on 08 July 2017

    Anosmia: a Research Chair to Raise Public Awareness

    Grenoble Ecole de Management launches a new chair to promote research and development on anosmia, a condition that causes patients to lose their sense of smell.

  • Published on 17 June 2017

    Nanovalor: a Platform to Evaluate the Value of New Tech

    Emerging technology can impact society and the economy in a variety of ways. Nanovalor creates a platform to analyze and learn about the value of new tech.

  • Une quarantaine de collaborateurs Ubisoft en France sont issus de Grenoble Ecole de Management
    Published on 15 May 2017

    Recruitment: How Does Ubisoft Rely on Its Alumni Employees?

    Alumni from various schools can be a precious asset for companies to build connections with potential recruits.

  • Cybersécurité : prévenir les risques spécifiques aux TPE/PME
    Published on 17 May 2017

    Cybersecurity: the Challenge for SMEs

    SMEs are a prime target for cybercriminals. Training remains the best defense against such threats.

  • Renaud Cornu-Emieux, responsable de la Chaire Talents de la transformation digitale, et enseignant-chercheur à GEM
    Published on 10 May 2017

    Digital Advantages for Human Resources

    How do HR departments participate in the digital transformation? What advantages do digital tools offer for HR?

  • Renaud Cornu-Emieux, responsable de la Chaire Talents de la transformation digitale, et enseignant-chercheur à GEM
    Published on 10 May 2017

    Le digital : un frein ou un atout pour les RH ?

    DRH, DSI et direction marketing doivent interagir pour construire un projet de transformation numérique, à partir d’un modèle de management agile, en réseau

  • Pourquoi des entreprises investissent dans la création d’un Mooc ?
    Published on 07 April 2017

    Why Are Companies Investing in MOOCs?

    The New Energy Technologies MOOC provides an innovative portal to promote a culture of renewable energy. In addition, MOOCs enable companies to share expertise and foster collaboration.

  • fornerino-marianela
    Published on 19 April 2017

    Sensory Marketing: Reinventing the Customer Experience

    How can images, sounds, smells, touch and taste impact a customer’s intention to purchase?

  • Research: Safety at Work in the Construction Industry
    Published on 20 April 2017

    Safety at Work in the Construction Industry

    A recent study of safety at work in the construction industry provides insights to understand the evolution (and uberization) of work and potential safety risks.

  • research on Contextual Television Advertising
    Published on 28 February 2017

    Research: Questioning the Effectiveness of Contextual Television Advertising

    As businesses and marketing go digital, companies have to track the effectiveness of their advertising across many channels. The growth of online transactions has made website conversions an essential factor for many businesses. Thanks to detailed...

  • research on Contextual Television Advertising
    Published on 28 February 2017

    Recherche : Quelle efficacité pour la publicité contextuelle à la télévision ?

    Du fait de la digitalisation de leurs activités économiques et marketing, les entreprises se préoccupent de plus en plus de l’efficacité de leurs campagnes publicitaires. Le taux de conversion, mesuré comme le nombre de transactions en ligne par...

  • BAROMÈTRE DU MARCHÉ DE L’ENERGIE
    Published on 13 March 2017

    Energy Market Barometer Report: Winter 2016

    This Winter 2016 edition of the Grenoble Ecole de Management Energy Market Barometer explores the opinion of French energy experts about the decentralization of the electricity sector in France. French experts were also asked where the focus of...

  • BAROMÈTRE DU MARCHÉ DE L’ENERGIE
    Published on 22 September 2016

    Baromètre du Marché de l’Energie - Hiver 2016

    Cette édition Hiver 2016 du Baromètre du marché de l’énergie par Grenoble Ecole de Management sonde l’opinion des experts français de l’énergie sur la décentralisation du secteur électrique français. Dans le cadre du changement de présidence à venir...

  • MIA BIRAU, Post-doc au département Marketing  Doctorate of Philosophy, Grenoble Ecole de Mangement
    Published on 18 October 2016

    Research: The Psychological Factors of Household Food Waste

    More than 800 million people worldwide are undernourished. And despite this, we waste a third of our global food supply every year. Despite the development of many good practices to reduce household waste, food is often squander unintentionally. In...

  • Comment se prémunir de l’infobésité
    Published on 10 January 2017

    How to Avoid an Information Overload?

    You cannot multi-task. Prioritizing is the key to efficiency.

  • Published on 16 January 2017

    Women and Economic Renewal: the FERE Research Chair

    Discover a research chair designed to promote and engage in research on the subject of women in the workplace, entrepreneurship and innovation.

  • Comment se prémunir de l’infobésité
    Published on 10 January 2017

    Infobésité : comment s'en prémunir ?

    La surcharge d’informations numériques appauvrit notre mental, nous exposant au burnout. La chaire des Talents de la transformation digitale édite un guide de bonnes pratiques

  • Published on 16 January 2017

    La chaire « Femmes et Renouveau Economique » : une recherche engagée

    La transformation digitale, organisationnelle, client/service… va différencier les entreprises de demain. Comment les femmes accompagnent-elles ces innovations ?

  • Published on 22 November 2016

    Anosmie: comment vivre sans odorat ?

    L’anosmie se caractérise par la perte totale ou partielle de l’odorat, environ 5% de la population est touchée. Il n’existe encore pas de traitement fiable .Comment aider les anosmiques et faire reconnaître ce handicap invisible ? Ce sont les...

  • Research: Digital Transformation of the Electricity Sector in France and Germany
    Published on 18 October 2016

    Digital Transformation: the Electricity Sector in France and Germany

    Remote meters, mobile apps to control energy consumption, smart grids… It’s time for the energy sector to embrace the digital transformation.

  • Research: Digital Transformation of the Electricity Sector in France and Germany
    Published on 18 October 2016

    Transition numérique dans le secteur électrique : Regards croisés franco-allemands sur les défis et opportunités

    Grenoble Ecole de Management et le ZEW, le Centre de recherche économique européenne, réalisent chaque semestre une enquête auprès d’experts du marché de l’énergie opérant dans l’industrie, la science, et l’administration publique en France et en...

  • Published on 22 September 2016

    Energy market barometer report - Summer 2016

    Digital transformation in the electricity sector: this Summer 2016 edition of the Grenoble Ecole de Management Energy Market Barometer explored the assessment of French Energy experts regarding the digital transformation of the electricity sector in...

  • Published on 22 September 2016

    Baromètre du Marché de l’Energie : Été 2016

    Transformation numérique dans le secteur de l’électricité : cette édition Été 2016 du Baromètre du marché de l’énergie par Grenoble Ecole de Management sonde l’opinion des experts français de l’énergie au sujet de la transformation numérique du...

  • Published on 19 March 2017

    Easy-to-Read Food Labels Increase Intention to Purchase

    The battle for healthy food has become a worldwide concern. Public health agencies have invested energy and resources in fighting health risks such as obesity. In this battle, food labels that indicate nutritional facts have come to play a vital...

  • Published on 19 March 2017

    Recherche : Informations nutritionnelles, gare à l’effet boomerang des efforts de clarté

    Plus la fiche d'informations nutritionnelles d'un produit est lisible et facile à assimiler, plus les intentions d'achat des consommateurs augmentent. Y compris si le produit est mauvais pour la santé ! Un éclairage inédit sur les efforts de...

  • Published on 13 September 2016

    Dans les entrailles de Pokémon Go

    De l’utilisation abusive des datas collectées à la constitution d’un algorithme capable de prédire le comportement des utilisateurs, Nathalie Devillier met en lumière l’opacité de l’application Pokémon Go. Une technologie qui attise les...

  • Federico Pigni, Professor at Grenoble Ecole de Management
    Published on 01 July 2016

    Research: Creating Value from Digital Data Streams

    The big data era is upon us. Startups, major companies, organizations and governments are all rushing to extract essential insights from big data. Yet in doing so, many have overlooked the potential value of the digital data streams (DDS) that make...

  • Federico Pigni, Professor at Grenoble Ecole de Management
    Published on 01 July 2016

    Recherche : Le big data temps réel, une nouvelle source de création de valeur

    Enregistrés et analysés en quasi temps réel grâce aux progrès de la technologie, les flux de données du big data donnent naissance à de nouveaux services créateurs de valeur. Une étude portant sur 171 initiatives du monde entier décrypte la logique...

  • Published on 30 June 2016

    Grenoble Ecole de Management rejoint l’International Telecommunication Union (ITU) de l'ONU

    Grenoble Ecole de Management devient la première école de management dans le monde, et le premier établissement d'enseignement supérieur en France à rejoindre l’International Telecommunication Union (ITU), agence spécialisée des Nations Unies basée...

  • Published on 30 June 2016

    Joining the UN’s International Telecommunication Union (ITU)

    Grenoble Ecole de Management becomes the first Business School in the world, and the first higher education institution in France to join the prestigious International Telecommunication Union (ITU), the United Nations specialized agency based in...

  • Published on 28 June 2016

    Baromètre du Climat mondial des affaires : le niveau d’optimisme rebondit globalement

    Rapport #7 - Été 2016. Nous rapportons dans ce document la perception du climat des affaires par les responsables financiers français et la comparons aux résultats obtenus en Europe et dans le reste du monde. Nous évaluons également les sources de...

  • Published on 27 June 2016

    European CFOs are against Brexit: new Global Business Outlook survey reveals

    European CFOs are overwhelmingly against a British exit from the European Union, the latest round of the Global Business Outlook Survey reveals. More than 75 percent believe it is good for the U.K. to remain in the European Union, and a like number...

  • Business Transfer Ecosystem in France: Situation Analysis in 2015
    Published on 22 June 2016

    Business Transfer Ecosystem in France: Situation Analysis in 2015

    Every year, approximately 150,000 business transfers fail in Europe threatening some 600,000 jobs. BTAR's European project, launched in early 2015, aims to target the vulnerabilities in business transfer systems and draw on best practices in order...

  • Published on 06 June 2016

    Les nouveaux business du célibat expliqués

    Business model et célibat sont deux notions qu’on voit rarement ensemble. Et pourtant. Revenons un instant sur la notion de business model. Teece définit un business model comme l’anticipation du top management de ce que les clients souhaitent,...

  • Published on 26 April 2016

    Plain food packaging increases unhealthy food consumption among men, new study finds

    Findings cast doubt on effectiveness of plain food packaging as strategy to tackle obesity

  • Published on 31 March 2016

    UK CFOs are less optimistic and more uncertain about economy now than end of 2015, global survey finds

    Economic and political uncertainty and currency risk are among major concerns, indicating that a potential Brexit is damaging confidence. UK Financial Executives have the highest understanding among Europeans of recent innovations such as the...

  • websites such as TripAdvisor have given consumers the power to impact a company's image.
    Published on 22 March 2016

    TripAdvisor: How Companies React to Negative Ratings

    The world wide web has revolutionized the hotel, restaurant and other travel-related industries. From online bookings to customer ratings, companies have to learn how to operate in this new environment. While an organization's market identity used...

  • websites such as TripAdvisor have given consumers the power to impact a company's image.
    Published on 22 March 2016

    Recherche : TripAdvisor ou l’irrépressible montée du pouvoir des consommateurs

    A travers TripAdvisor, les clients ont une influence croissante sur la réputation des hôtels et ces derniers répondent de plus en plus aux avis défavorables. C'est ce que montre une étude menée entre 2002 et 2012 sur les avis des clients de 600...

  • Research: Creating Visitor Engagement Through Music
    Published on 29 February 2016

    Research: Creating Visitor Engagement Through Music

    Digital communications have created an information overload for customers. To stand out on the world wide web, companies have to offer clients a high-impact experience. When used properly, music provides a simple yet effective means of creating a...

  • Published on 04 February 2016

    Low oil prices cause investment in renewables, biofuels and energy efficiency technologies to decrease

    The current weak price of crude oil is having an adverse impact on the amount of investment in renewables for heat generation, biofuels, and energy efficiency technologies, according to Grenoble École de Management’s Energy Market Barometer Reading.

  •  Thibault Daudigeos is a researcher in Sustainability, Corporate Social Reponsibility, Alternative forms of Organization, Sharing economy, and new models of management at Grenoble Ecole de Management.
    Published on 26 January 2016

    Research: Corporate Social Responsibility at Odds with Global Markets?

    Corporate social responsibility (CSR) policies have received much attention for their potential to improve societal conditions while creating value for companies. However, this latest study from Grenoble Ecole de Management highlights the fact that...

  •  Thibault Daudigeos is a researcher in Sustainability, Corporate Social Reponsibility, Alternative forms of Organization, Sharing economy, and new models of management at Grenoble Ecole de Management.
    Published on 26 January 2016

    Recherche : Responsabilité sociale des entreprises globalisées, plus facile à dire qu’à faire

    Les démarches de Responsabilité sociale des entreprises (RSE) sont censées créer de la valeur. Pourtant, elles peinent à se mettre en place dans les secteurs où les chaînes de valeur sont éclatées : elles coûtent cher et ne profitent pas forcément à...

  • Published on 18 January 2016

    Refugees entering Europe: a positive impact on the economy ?

    The majority of European CFOs believe that refugees entering Europe will have a positive impact on the economy. Nearly 60 percent% of European CFOs believe that accepting migrants will help solve the looming demographic problems their nations face...

  • Published on 07 January 2016

    Baromètre du climat des affaires : l’optimisme se stabilise

    Nous rapportons dans ce document la perception du climat des affaires par les responsables financiers français et la comparons aux résultats obtenus en Europe et dans le reste du monde. Nous évaluons également les sources de risque pour l'entreprise...

  • Published on 04 January 2016

    Recherche : Produit d’origine locale, une mention qui parle au consommateur

    La mention « origine locale » apposée sur un produit alimentaire déclenche chez le consommateur des perceptions plus positives et une intention d'achat plus forte qu'un produit d'une autre région française. Trois études portant sur 632 consommateurs...

  • -	Projet CHESS – Connected Health Early Stage Researcher Support System
    Published on 08 September 2015

    Connected Health: the New Health Management Models

    Save lives and improve quality of living during and after treatment in the most cost-effective way: the promises of connected health are opening encouraging horizons for the future of healthcare systems. Connected health will contribute to creating...

  • -	Projet CHESS – Connected Health Early Stage Researcher Support System
    Published on 08 September 2015

    Santé connectée : les nouveaux modèles de management de la santé

    Sauver des vies, améliorer la qualité de vie pendant et après le traitement, le tout au meilleur prix : les promesses de la santé connectée ouvrent des horizons encourageants pour l’avenir des systèmes de santé. Elle contribuera à créer un...

  • Rüling Charles-Clemens, Professor GEM
    Published on 08 September 2015

    AMJ Best Article 2014 : Congratulations to Clemens Rüling

    This summer at Vancouver, during last conference « Academy of Management Annual Meeting » Clemens Rüling and his co-authors received the prize of the“AMJ Best Article 2014” for their article on the evolution of United Nations conferences on climate...

  • Published on 07 September 2015

    Energy market barometer report: the development of energy prices

    The next Conference of Parties to the United Nations Framework Convention on Climate Change (COP21) will take place in Paris from 30 November to 11 December. The Paris Climate Summit, announced as one of the biggest climate negotiations in history,...

  • Published on 03 July 2015

    Making a success of your business transfer: new tools developed for a European project

    Every year, approximately 150,000 business transfers fail in Europe threatening some 600,000 jobs. BTAR's European project, launched in early 2015, aims to target the vulnerabilities in business transfer systems and draw on best practices in order...

  • Published on 23 June 2015

    Baromètre de la finance : Climat mondial des affaires juin 2015

    La perception du climat des affaires par les responsables financiers français et la comparons aux résultats obtenus en Europe et dans le reste du monde. L'évaluation des sources de risque pour l'entreprise ainsi que les prévisions de croissance des...

  • Published on 22 June 2015

    Research: Microeconomic Degrowth, Community Supported Agriculture

    Economic growth is the cornerstone of mainstream macroeconomics. In the face of economic crises and unemployment, growth has long been the only acceptable solution. Yet many issues have started to challenge this dominant economic model. As a result...

  • Recherche : nutrition des sportifs et plaisir
    Published on 16 June 2015

    Is It Fun or Exercise ? The Framing of Physical Activity Biases Subsequent Snacking

    While the benefits of exercising are widely accepted by consumers and healthcare providers, people who begin an exercise program don't necessarily lose weight. A fact that can be frustrating not only for practitioners, but their coaches and...

  • Mark Olsthoorn, professor and researcher at Grenoble Ecole de Mangement
    Published on 07 April 2015

    Barriers to Electricity Load Shift in Companies, a Survey-Based Exploration of the End-User Perspective

    Overcoming the barriers to renewable energy systems is a key challenge. In shifting from centralized fossil-fuel energy production to decentralized solar and wind energy production, countries are being forced to act on multiple fronts : flexible...

  • Mark Olsthoorn, professor and researcher at Grenoble Ecole de Mangement
    Published on 07 April 2015

    Recherche : Effacement de consommation électrique, pourquoi les industriels hésitent

    En acceptant de réduire leur consommation électrique lors de pics de demande, les industriels faciliteraient l'équilibrage des réseaux de distribution. Or, ils ont de solides arguments pour ne pas jouer la carte de la flexibilité. Une étude les...

  • Vincent Mangematin, Associate Dean for Corporate Relations and Research at Grenoble Ecole de Management
    Published on 17 March 2015

    Orchestrating Innovation with User Communities in the Creative Industries

    In search of continuous innovation, the digital creative industries have expanded their interactions with user communities to develop their products. This study highlights the evolution of these company-user relationships that allow for fluid...

  • Published on 16 January 2015

    Nostalgia makes consumers more likely to spend or donate money

    The use of nostalgia has been a top trend in marketing in the last few years, in commercials, product lines and even TV shows. The present study demonstrates that feeling nostalgic weakens the desire to hold on to money, and makes it easier to part...

  • Published on 16 January 2015

    Recherche : Pourquoi la nostalgie vous donne envie d’acheter

    La mode actuelle des produits « rétro » ou vintage ne doit rien au hasard. Une étude co-écrite par Jannine Lasaleta, chercheur à GEM, montre que ce qui suscite un sentiment de nostalgie réduit simultanément l’attrait pour l’argent. Le dépenser...

  • Joachim Schleich, professor and energy markets experts at Grenoble Ecole de Management
    Published on 01 December 2014

    Research: Switching to energy efficient lighting : a bright idea!

    Energy efficiency policies such as the EU ban on incandescent light bulbs (and on halogen ones in the near future) have been the subject of much discussion in the last few years. The majority of the academic community predicted that new emerging...

  • Published on 07 November 2014

    Research : Digitization, Changing How We Work and Coordinate Projects

    All of us use digital tools and objects that can now be shared and combined in a variety of ways. This change has profoundly influenced the organization of work with projects being divided according to specialization and geographical location.

  • Published on 07 November 2014

    Recherche : Effets spéciaux pour le cinéma, l’art de faire collaborer 60 métiers

    Comment les spécialistes des effets spéciaux collaborent-ils sur un même film alors qu’ils appartiennent à 60 métiers différents et sont répartis dans le monde entier ? Deux chercheurs de GEM ont étudié les mécanismes de coordination qui structurent...

  • Erno TORNIKOSKI is a Professor in Entrepreneurship at Grenoble Ecole de Management.
    Published on 16 September 2014

    Research: How can the start-up process be accelerated?

    Success or failure of new businesses is what most studies related to the start-up process focus on. However, in today's dynamic market, time is a highly critical issue for nascent entrepreneurs.