The document provides an overview of a 2012 shopper study conducted by Cognizant involving 4,000 shoppers worldwide. Some key findings include: 1) Shoppers expect consistent online and in-store experiences with a focus on price, product selection, and customer service. 2) Younger, higher income shoppers are more likely to use digital channels for purchases. 3) While most purchases still occur in-store, digital influences purchases. 4) Personalization is important to shoppers but many are resistant to sharing personal information. 5) Showrooming can be combatted by price matching and better customer service.
The future of retail is the Intelligent Store that empowers retail associates and delivers a more productive and fulfilling shopping experience for consumers. Learn about the findings of the 2011 shopper survey.
Why user experience is more important than marketingOptimal Usability
Every time we run a breakfast briefing we get the same feedback – “I wish my boss was here!”
When Fly Buys asked us to speak at their national conference earlier this month, we saw the perfect opportunity to present a clear argument for why organisations need to treat the user experience as their number one priority. In other words, we think we’ve finally put together the presentation you’ve been asking for!
So grab your boss, come along and hear:
How widespread broadband, smart phones and social media is fracturing our attention and driving us to abandon traditional touchpoints (like stores and call centres) for emerging touchpoints (like Facebook and apps)
Why many consumers use more than one touchpoint to make a purchase, even though they are less satisfied as a result
How people are becoming less tolerant of poor service and why many organisations struggle to see it
How loyalty (not customer satisfaction or NPS) is the best predictor for revenue growth, and how you can increase it
The key to creating great user experiences – it’s Design with a capital D
Stories of New Zealand innovation – including more examples of real projects than you would have heard at any other Optimal Usability presentation
Even if you can’t get the boss to come and are already convinced about the importance of the user experience, it’ll be worthwhile attending to hear the latest user experience statistics from New Zealand, Europe and the US.
An assignment on "Non Store Retail Format"
Includes definition, Types, Advantages and disadvantages of each, future expectation of Non Store Retail Format.
The future of retail is the Intelligent Store that empowers retail associates and delivers a more productive and fulfilling shopping experience for consumers. Learn about the findings of the 2011 shopper survey.
Why user experience is more important than marketingOptimal Usability
Every time we run a breakfast briefing we get the same feedback – “I wish my boss was here!”
When Fly Buys asked us to speak at their national conference earlier this month, we saw the perfect opportunity to present a clear argument for why organisations need to treat the user experience as their number one priority. In other words, we think we’ve finally put together the presentation you’ve been asking for!
So grab your boss, come along and hear:
How widespread broadband, smart phones and social media is fracturing our attention and driving us to abandon traditional touchpoints (like stores and call centres) for emerging touchpoints (like Facebook and apps)
Why many consumers use more than one touchpoint to make a purchase, even though they are less satisfied as a result
How people are becoming less tolerant of poor service and why many organisations struggle to see it
How loyalty (not customer satisfaction or NPS) is the best predictor for revenue growth, and how you can increase it
The key to creating great user experiences – it’s Design with a capital D
Stories of New Zealand innovation – including more examples of real projects than you would have heard at any other Optimal Usability presentation
Even if you can’t get the boss to come and are already convinced about the importance of the user experience, it’ll be worthwhile attending to hear the latest user experience statistics from New Zealand, Europe and the US.
An assignment on "Non Store Retail Format"
Includes definition, Types, Advantages and disadvantages of each, future expectation of Non Store Retail Format.
The internet is being developed rapidly since last two decades, and with relevant digital economy that is driven by information technology also being developed worldwide. After a long term development of internet, which rapidly increased web users and highly speed internet connection, and some new technology also have been developed and used for web developing, those lead to firms can promote and enhance images of product and services through web site. Therefore, detailed product information and improved service attracts more and more people changed their consumer behaviour from the traditional mode to more rely on the internet shopping. On the other hand, more companies have realized that the consumer behaviour transformation is unavoidable trend, and thus change their marketing strategy. As the recent researches have indicated that, the internet shopping particularly in business to consumer (B2C) has risen and online shopping become more popular to many people. According to the report, The Emerging Digital Economy II, published by the US Department of Commerce, in some companies, the weight of e-commerce in total sales is quite high. For instance, the Dell computer company have reached 18 million dollars sales through the internet during the first quarter of 1999. As a result, about 30% of its 5.5 billion dollars total sales were achieved through the internet (Moon, 2004). Therefore, to understand internet shopping and its impact on consumer behaviour could help companies making use of it as a form of doing e-business.
There are many reasons for such a rapid developing of internet shopping, which mainly due to the benefits that internet provides. First of all, the internet offers different kind of convenience to consumers. Obviously, consumers do not need go out looking for product information as the internet can help them to search from online sites, and it also helps evaluate between each sites to get the cheapest price for purchase. Furthermore, the internet can enhance consumer use product more efficiently and effectively than other channels to satisfy their needs. Through the different search engines, consumers save time to access to the consumption related information, and which information with mixture of images, sound, and very detailed text description to help consumer learning and choosing the most suitable product (Moon, 2004). However, internet shopping has potential risks for the customers, such as payment safety, and after service. Due to the internet technology developed, internet payment recently becomes prevalent way for purchasing goods from the internet. Internet payment increase consumptive efficiency, at the same time, as its virtual property reduced internet security. After service is another way to stop customer shopping online. It is not like traditional retail, customer has risk that some after service should face to face serve, and especially in some complicated goods.
Research on Ecommerce opportunities in India. A report on,
1. Ecommerce market in India.
2. Organises and unorganised businesses
3. Existing players and their market share
4. Opportunities in India to start the Ecommerce business
5. Key parameters
6. Suggestions - Action plan
The internet is being developed rapidly since last two decades, and with relevant digital economy that is driven by information technology also being developed worldwide. After a long term development of internet, which rapidly increased web users and highly speed internet connection, and some new technology also have been developed and used for web developing, those lead to firms can promote and enhance images of product and services through web site. Therefore, detailed product information and improved service attracts more and more people changed their consumer behaviour from the traditional mode to more rely on the internet shopping. On the other hand, more companies have realized that the consumer behaviour transformation is unavoidable trend, and thus change their marketing strategy. As the recent researches have indicated that, the internet shopping particularly in business to consumer (B2C) has risen and online shopping become more popular to many people. According to the report, The Emerging Digital Economy II, published by the US Department of Commerce, in some companies, the weight of e-commerce in total sales is quite high. For instance, the Dell computer company have reached 18 million dollars sales through the internet during the first quarter of 1999. As a result, about 30% of its 5.5 billion dollars total sales were achieved through the internet (Moon, 2004). Therefore, to understand internet shopping and its impact on consumer behaviour could help companies making use of it as a form of doing e-business.
There are many reasons for such a rapid developing of internet shopping, which mainly due to the benefits that internet provides. First of all, the internet offers different kind of convenience to consumers. Obviously, consumers do not need go out looking for product information as the internet can help them to search from online sites, and it also helps evaluate between each sites to get the cheapest price for purchase. Furthermore, the internet can enhance consumer use product more efficiently and effectively than other channels to satisfy their needs. Through the different search engines, consumers save time to access to the consumption related information, and which information with mixture of images, sound, and very detailed text description to help consumer learning and choosing the most suitable product (Moon, 2004). However, internet shopping has potential risks for the customers, such as payment safety, and after service. Due to the internet technology developed, internet payment recently becomes prevalent way for purchasing goods from the internet. Internet payment increase consumptive efficiency, at the same time, as its virtual property reduced internet security. After service is another way to stop customer shopping online. It is not like traditional retail, customer has risk that some after service should face to face serve, and especially in some complicated goods.
Research on Ecommerce opportunities in India. A report on,
1. Ecommerce market in India.
2. Organises and unorganised businesses
3. Existing players and their market share
4. Opportunities in India to start the Ecommerce business
5. Key parameters
6. Suggestions - Action plan
Omni Channel Business Trend: an Opportunity to Grab Our Customer BusinessJeffrey BAHAR
STAR event was held to give an appreciation for top 50 Samsung's Handphone Retailers across Indonesia. Spire, along with Google and Kadence, was invited to STAR event to share their knowledge and applicable strategy to improve offline handphone retail business. Spire Indonesia Senior Manager, Albertus Edy shared the importance of offline to online (omni-channel) strategy to the retailers.
He said the online retailing has not completely shift the purchase behaviour, since most of the purchase activities are still found in offline retail stores. However, business adaptation to bring multi-channel experiences would be a significant advantage in current competition. Available at anywhere and accessible at anytime are the concept of Omni-channel that is urgently required.
Brands and retailers alike should be demanding more from online sales. Connected Life reveals the barriers to eCommerce fulfilling its potential – and shows how marketers can overcome them.
Global Affiliate Marketing - Approaching International, Regional and Local St...PerformanceIN
The 'Global Affiliate Marketing - Approaching International, Regional and Local Strategy' session by Peter Figueredo, Jessica Nathan and James Maley which took place at Performance Marketing Insights NYC on March 13 2013.
The Social Shopper: A Lens into the future of Retail ExperiencesDelvinia
The Internet and social media have created a landscape where consumers are a more significant force than ever before. And, digitally-savvy shoppers are leading the way. Our study around consumer use of digital technology — conducted through AskingCanadians™ — reveals that digital experiences are not only a key component in the purchase process; but digitally-inclined shoppers are fast becoming the consumers of the future.
This research report from AIMIA (sponsored by Reactive) looks what Australian retailers are doing to evolve their eCommerce offering.
The research aims to give retailers and AIMIA members an independent benchmark by which to assess their own business priorities and opportunities in this space.
Retail Mobility: Welcoming the consumer on mobile[x]cube LABS
Our Whitepaper focuses on retail mobile solutions and endeavors to decipher the reasons behind retailers taking the mobile plunge, the seismic shift in the consumer behavior, the growth engines behind retail mobility,
opportunities, challenges and advantages for various stakeholders and a look into the days ahead.
A profile of the multi-channel shopper reveals a largely untapped opportunity for stores to engage today’s customers by living up to their high expectations for a seamless brand experience. Shoppers want the shopping experience to be connected and personal—a reflection of how they live and use digital. A supplement to Interbrand Design Forum's 2010 State of the Industry Report.
For the last three years Cognizant and RIS have partnered to conduct an annual shopper experience study. After hearing the CIO of the year nominations last night many of you are either channeling your shoppers or you have see previous years’ studies. We think you’ll be please with how we have evolved this years’ study. For those of you who are seeing the study for the first time, I think you’ll find some nuggets that you’ll discover a resource that you’ll refer back to many times and from which you’ll glean some useful nuggets. While many studies focus on retailers and what’s important to them, few channel the voice of the customer. Through the 2012 Shopper Experience study, you’ll get insight into what are your customers and potential customers like and dislikes and how are they responding to all the buzz around multichannel. This year we surveyed shoppers from around the world including the U.S. and Canada, U.K., Australia, China and Hong Kong. We selected respondents to reflect the typical mix of shopper.
It’s not news to anyone that there are a million and one things that drive and motivate a shopper to buy. Are they doing their weekly grocery shopping from a list or are they buying a new outfit for a party? Shoppers preferences vary not only by what they are shopping for but also based on their world view. Men and women have different shopping preferences as do shoppers by age group, income group and geography. But there are some similarities across shopper segments that retailers can use to devise their shopper experiences to appeal to the shopper segments they serve.
Because every consumer wants something different and every retailer has a unique value proposition how to become a retailer without boundaries varies. However, it’s universally true that the borders between bricks-and-mortar, digital, and mobile retailing are no longer relevant – in fact, they are counterproductive. Retail without boundaries is the next evolution of multichannel and omnichannel. It’s about being entirely channel agnostic because in the end, the channel doesn’t matter. The shopper does.
The industry at large has been talking about eCommerce, Multichannel, omnichannel, mobile, social media, and so on. We are hyper focused on the evolving digital experiences. Although eCommerce continues to grow at a faster pace than stores and digital experiences are infiltrating physical shopping experiences, shoppers stilllike to shop in stores. Yet, “Showrooming” is the number one risk facing retailers today. Although few retail brands are probably materially effected today by shoppers browsing at their stores and then purchasing online through a smart phone, tablet or PC, the threat is real and growing. Every single customer that walks out a retailers’ door and buys on Amazon is a loss and needs to be taken seriously. The threat ofshowroomingis illustrated by the fact that finding competitive prices and promotions and the right product selection are the top two factors influencing in-store purchases today. If the shopper doesn’t find what she wants at the right price when she wants it, she has a million options at her fingertips—no longer will she settle for good enough. The key to winning with shoppers today is to enable “Retail without Boundaries”.
We asked the question: “How much do you dislike each of the following when shopping in a store for products?” <Q3>As you can see from the close alignment from the red and blue bars, there is high alignment in this intolerance between Specialty and Consumables – any differences are fairly small and easily explainableThere is a high degree of predictability in this intolerance from year to year and even survey to survey: out of stocks, lack of signage, and difficulty in finding the product remain Shoppers’ biggest gripesSome additional facts: Women are much more sensitive to in-store issues than are menOrder online/pickup in store still not as important as other factors, but gaining in importance from 2011 to 2012 – particularly for younger shoppersPersonal access to associates is particularly important to older shoppers
That intolerance for inconsistency extends to your online environment.We asked the question “How much do you dislike each of the following experiences when shopping online?” <Q15>Leading gripes align with in-store frustrations: a lack of signage to the shopper “The product information you need is not available”“Purchase price not communicated clearly or early enough”We noted that multi-channel integration capabilities are weighted unequallyChannel price variations are seen as highly frustratingLack of buy online/return to store also seen as highly frustratingLack of buy online/pickup in stores fares slightly better, but has been increasing over timeSome additional facts:There were actually relatively small differences by gender, generational, and income levels – most shoppers feel the same frustrations
No matter who you are, price matters. Every demographic segment wants value. Shoppers may spell value differently, but they want the best product, at the right price and with a juicy promotion if they can get it. It’s about declaring victory. Being in the right location used to be terrific insulation against the competition. If a customer walked into your store, chances were pretty good that if she had the intent to buy, she would do so. Showrooming is changing the game on the quest for value—the boundaries are moving and customers are in control now more than ever. The fact that customers can stand in your stores and touch, feel, smell, and taste your products and then go and buy it elsewhere is will drive retailers to the lowest price—which is what shoppers want. Beyond price though, shoppers want the right product, exceptional customer service and differentiated experiences.
The role of store associates range from cashier to trusted advisor depending upon the store and the shopper. Today’s shopper is complex…some want efficient no frills service, others want to serve themselves, and still others are seeking top notch high-touch service. Unfortunately, shoppers have been disappointed in the quality of service they receive so often that associates have become the least preferred resource to help shoppers with purchase decisions. If a shopper can’t find what they’re looking for about half the time they’ll ask an associate, but the other half of the time the sale is simply lost—a full 25% go to your competitor. If something goes wrong many shoppers will never let you know. This is particularly a risk for shoppers age 18-33. The good news is that if a customer has an issue and decides to report it, they will most likely approach an associate. On the other hand, a growing number will look to commiserate with their friends on Facebook or another social networking site.Store associates need to be equipped to handle a wide assortment of customer service needs in an environment where shoppers are armed with state-of-the-art consumer technology, some of which is supplied by the competition. You can see more details about how important store associates are to your brand and shoppers perceptions on the “Store Associates Are A Retailer’s Brand Ambassador…For Better or Worse” poster.
While mobile and tablets are still emerging, men appear to be adopting them faster than women; however, women tend to rely more on social media.
As human beings we all crave recognition—we want to feel special and appreciated. Retailers’ ability to recognize shoppers online and through marketing campaigns and provide them with personalized experiences has improved dramatically in recent years. Shoppers generally like getting product recommendations, receiving coupons that target their specific interests, and having their information saved for easy check-out. Yet, in-store shopping experiences remain largely impersonal. Shoppers want more...They ranked “Personalized in-store experiences” as the most desired feature.But, they’re guarded with the information they are willing to share. Shoppers’ willingness to share information they deem personal received some of the lowest marks across our entire survey. Shopper are willing, however, to share identifying information that retailers can use to earn the trust of their shoppers by collecting reasonable information and using it well. The cool vs. creepy equation is a balance that needs to be struck between providing value and earning trust.
With the rapid pace of change in the retail space, primarily driven by shopper demands and ever-changing consumer technologies, it has become essential for retailers to move quickly and experiment with new experiences. Where a retailer might historically have demanded a fully rationalized business case before deploying resources, today they are struggling just to keep up. So much so, that the lines are blurring between investing simply to keep up with the competition versus intentionally investing based on the unique needs of shoppers. While quickly seizing the opportunities at hand is essential, every retailer is different and the right places to experiment are dictated by the shopper segments being served. For example, different shopper segments gravitate to different sources for research based on the intent of their shopping trip. While shopping for consumables shoppers generally look to traditional resources like product packaging and store signs. When they’re shopping for specialty products, they gravitate to the Internet. Although digital resources emerge as a preference, the least used resources are retailers mobile and tablet apps. I would argue that’s because, by and large, retailers have not built app experiences that are customized to their shopper…they’re keeping up with the Jones. Social media is all the rage with loads of positive and negative press. Are shoppers using social media to make purchases? No, not really. Do they expect their favorite retailer to engage with them on social media? Absolutely! But not for selling. They want promotions and fun, interactive experiences. Are their purchase decisions being influences by social media? Not at the same level as other influencers, but the influence is growing, and if APAC is an indicator of where North America is going, it will become one of the most important influencers of purchase decisions. It begs the question, how should your brand be manifested on social media?An area that requires significant investment but lacks the sizzle of some of the other shopper experience solutions is product information and digital asset management. It’s a cross functional, tricky problem to solve, but poor quality information is the leading dissatisfierfor online shoppers. Yet, if retailers can cleanse their online data and extend it for use in stores, they’ll be two steps ahead. This is one where you might not know what the Jones’ are doing, but if they’re investing and you’re not, there will be ripple effects.