The document summarizes research conducted on mobile shopping apps. It found that while consumers are increasingly embracing online and mobile shopping, they are dissatisfied with the customer service available through mobile shopping apps. Specifically, 39% were disappointed by the inability to get help within apps and 71% will abandon their cart if they encounter struggles. The research suggests retailers need to integrate customer service into their mobile apps in order to improve satisfaction and loyalty, drive repeat purchases, and avoid losing sales from abandoned carts. Providing seamless customer service within apps could increase the likelihood consumers will return by 77% and do additional business by 95%.
People have changed the way they purchase things. Rather than going to the nearest store to research and make a purchase, customers now prefer to research online and then buy in-store, or vice versa. With the increasing popularity and use of mobile technology, people expect buying things from wherever they are and whenever they want to.
Raymark | Beyond MPOS: Diversifying Retail Mobile Solutions for Greater ROIRaymark
This document discusses how providing retail sales associates with mobile devices can empower them and improve the customer experience. It notes that consumers now have more information than associates when shopping due to being constantly connected. Mobile devices can give associates real-time access to product information, pricing, inventory levels, and customer data to allow them to better assist shoppers. This positions associates to influence purchase decisions rather than just complete transactions, potentially increasing sales and customer loyalty.
Unify & Amplify the Voice of the Consumer - Position PaperDavid Moga
The document discusses PowerReviews' mission to unify and amplify the consumer voice through online reviews. It aims to help consumers make better purchase decisions and help businesses improve by providing insights from consumer feedback. Reviews are becoming more important for brands as they shape perceptions. PowerReviews wants to make it easy for businesses to generate more high-quality reviews and gain useful insights from consumer data to enhance products and services.
Digital Strategy For Retail: Omnichannel (The Hive Think Tank)iVentures Consulting
DIGITAL STRATEGY FOR RETAIL: OMNICHANNEL
The Hive Think Tank on May 7th, 2014 at General Assembly in San Francisco with Christophe Biget (iVentures Consulting, co-CEO), Tyler Kohn (RichRelevance, CTO), Kerem Tomak (Macy's, VP, Marketing Analytics and CRM) and Greg Tanaka (Bay Sensors, CEO)
More information about eShopper Index:
- Overall ranking: http://www.slideshare.net/aureliaa/2014-eshopper-index-overall-ranking
- Presentation & subscription: http://www.iventures-consulting.com/eshopper-index
This document discusses how mobile devices are changing consumer shopping behavior in 7 key ways:
1. Mobile is becoming the primary platform for online shopping research and purchases, with the majority of digital shoppers expected to be mobile shoppers by 2016.
2. Reviews and customer content significantly increase mobile conversion rates. Including these on mobile sites and apps can boost sales.
3. Holiday shopping sees spikes in mobile traffic, and mobile shoppers who use their devices over the holidays tend to continue mobile shopping year-round.
4. While mobile showrooming does impact purchases, it can also drive in-store sales if retailers encourage mobile research and offer price matches.
5. Store-specific
eMarketer Webinar: Omnichannel Retail—Seven Trends in 2015eMarketer
Consumers have shattered the barriers between physical and digital shopping, but both ecommerce giants and traditional retailers are struggling to respond with true omnichannel experiences. Topics in this webinar include: Are shoppers losing interest in physical shopping? How are consumers using their phones to shop? What are retailers doing with personalization to help attract shoppers? How will location-based services like beacons change the retail world this year?
Managing the Store Transformation Process: Why it’s imperative to transform your physical store
This White paper explores how a new empowered customer experience can be achieved. It also addresses the second essential step, the transformation plan and metrics that will be used to measure success. This key step enables the creation of the store transformation strategy, vision and roadmap.
25 Digital Transformation Case Studies In RetailHappy Marketer
Digital is transforming the retail experience online & offline; here are 25 global case studies to highlight 10 trends that are creating techtonic shifts in a 24 Trillion Dollar industry!
People have changed the way they purchase things. Rather than going to the nearest store to research and make a purchase, customers now prefer to research online and then buy in-store, or vice versa. With the increasing popularity and use of mobile technology, people expect buying things from wherever they are and whenever they want to.
Raymark | Beyond MPOS: Diversifying Retail Mobile Solutions for Greater ROIRaymark
This document discusses how providing retail sales associates with mobile devices can empower them and improve the customer experience. It notes that consumers now have more information than associates when shopping due to being constantly connected. Mobile devices can give associates real-time access to product information, pricing, inventory levels, and customer data to allow them to better assist shoppers. This positions associates to influence purchase decisions rather than just complete transactions, potentially increasing sales and customer loyalty.
Unify & Amplify the Voice of the Consumer - Position PaperDavid Moga
The document discusses PowerReviews' mission to unify and amplify the consumer voice through online reviews. It aims to help consumers make better purchase decisions and help businesses improve by providing insights from consumer feedback. Reviews are becoming more important for brands as they shape perceptions. PowerReviews wants to make it easy for businesses to generate more high-quality reviews and gain useful insights from consumer data to enhance products and services.
Digital Strategy For Retail: Omnichannel (The Hive Think Tank)iVentures Consulting
DIGITAL STRATEGY FOR RETAIL: OMNICHANNEL
The Hive Think Tank on May 7th, 2014 at General Assembly in San Francisco with Christophe Biget (iVentures Consulting, co-CEO), Tyler Kohn (RichRelevance, CTO), Kerem Tomak (Macy's, VP, Marketing Analytics and CRM) and Greg Tanaka (Bay Sensors, CEO)
More information about eShopper Index:
- Overall ranking: http://www.slideshare.net/aureliaa/2014-eshopper-index-overall-ranking
- Presentation & subscription: http://www.iventures-consulting.com/eshopper-index
This document discusses how mobile devices are changing consumer shopping behavior in 7 key ways:
1. Mobile is becoming the primary platform for online shopping research and purchases, with the majority of digital shoppers expected to be mobile shoppers by 2016.
2. Reviews and customer content significantly increase mobile conversion rates. Including these on mobile sites and apps can boost sales.
3. Holiday shopping sees spikes in mobile traffic, and mobile shoppers who use their devices over the holidays tend to continue mobile shopping year-round.
4. While mobile showrooming does impact purchases, it can also drive in-store sales if retailers encourage mobile research and offer price matches.
5. Store-specific
eMarketer Webinar: Omnichannel Retail—Seven Trends in 2015eMarketer
Consumers have shattered the barriers between physical and digital shopping, but both ecommerce giants and traditional retailers are struggling to respond with true omnichannel experiences. Topics in this webinar include: Are shoppers losing interest in physical shopping? How are consumers using their phones to shop? What are retailers doing with personalization to help attract shoppers? How will location-based services like beacons change the retail world this year?
Managing the Store Transformation Process: Why it’s imperative to transform your physical store
This White paper explores how a new empowered customer experience can be achieved. It also addresses the second essential step, the transformation plan and metrics that will be used to measure success. This key step enables the creation of the store transformation strategy, vision and roadmap.
25 Digital Transformation Case Studies In RetailHappy Marketer
Digital is transforming the retail experience online & offline; here are 25 global case studies to highlight 10 trends that are creating techtonic shifts in a 24 Trillion Dollar industry!
This document discusses how consumer shopping behaviors are converging online and offline as mobile technologies emerge. It outlines how consumers now use their mobile devices to discover products, get opinions from friends, compare prices, create shopping lists, share purchases, and receive coupons. The document also notes that retailers can engage shoppers across the new consumer journey by providing personalized recommendations, incentives, and hands-free payment options using mobile technologies. It encourages retailers to embrace new consumer behaviors and enhance the shopping experience through mobile.
Evolution of luxury retailers in disruptive Omni-channel worldesiml
1) The document discusses the evolution of luxury retailers in an omni-channel world. It explores strategies and implications of this trend for customer-centric retailers.
2) Luxury retailers have been slow to adopt omni-channel strategies compared to mass retailers. However, they are recognizing the need to engage with new generations of luxury customers who are digital natives and conduct significant online research.
3) True omni-channel integration across online and offline channels is needed to provide a seamless customer experience and maximize opportunities to build relationships at each touchpoint of the consumer decision journey.
An explanation of eCommerce Trends for 2015. Discussion of eCommerce on Mobile, Responsive Design, UPS and FedEx Dimensional Weight Changes, and advice for eCommerce Startups. Presented at #TechCampMemphis 2014 on November 1st, 2014.
This document provides an introduction to multi-channel retailing. It discusses how new technologies like mobile, tablets, and touchscreens are allowing retailers to connect with customers through multiple channels. The document is divided into chapters that discuss the benefits of multi-channel retailing and how specific technologies like tablets, mobile, and touchscreens can be used as part of a multi-channel strategy. It also discusses how an omni-channel approach can create a seamless shopping experience for customers.
Obstacles:
• Turning customer data into usable insights.
• Effort of implementing new technology.
• Integrating with other platforms.
• Integrating channels, e.g., ecommerce, in store, marketplaces
• Store issues: competition, margin compression, store capacity
TrustRobin...app health education....https://youtu.be/57ghR94SYXM
Informes PwC - Encuesta Total Retail GlobalPwC España
El informe "Hacia un modelo de Total Retail", elaborado por PwC, analiza las expectativas y hábitos de consumo del comprador online, a partir de 15.000 entrevistas a compradores digitales de todo el mundo, y las implicaciones para las compañías del sector de distribución y consumo en los próximos años.
The document discusses 5 mega trends in retail: 1) A return to prioritizing physical store experiences to draw customers. 2) The rise of mobile commerce both in-store and online. 3) A focus on personalization through tools like loyalty programs and size-matching. 4) Empowering retail employees with mobile devices and analytics. 5) Using customer data and analytics to better understand purchasing behaviors. Overall, retailers are adapting to omnichannel shopping by providing seamless, personalized experiences across all channels.
Great white paper report published by St. Joseph Communications on Omni-channel advertising focused around providing solutions to retailers and brands.
Omnichannel IS:
A commitment to delivering a seamless, compelling and personalized shopper experience, regardless of where or how your customer is engaged with you
Mobile devices are enabling new forms of commerce by allowing consumers to discover and purchase products anywhere. Services like Browsy, Soldsie, and Pixbi allow consumers to shop directly from social media platforms and magazines by linking products featured in images and posts to online retailers. Major brands are also launching shoppable mobile apps and partnering with payment providers to offer in-app and one-click purchasing. As mobile continues to become the primary way people browse online, retailers must look for opportunities to make their inventory shoppable on the various platforms where consumers spend their time.
OmniChannel Retail Best Practices for Brands and RetailersStephany Gochuico
This research work provides retailers practical insights, real-world strategies, solutions, and recommendations to improve customer experience, increase business results and maintain competitive advantage in the retail industry.
CONTENTS
1. Why and what is OmniChannel Retail?
2. What are the consumer behaviours?
3. Who are the Best-in-Class OmniChannel Retailers?
4. What are the OmniChannel Challenges in France?
5. What are the OmniChannel Best Practices?
6. How to deal with Showroomers?
7. How to be successful in implementing OmniChannel?
The spread of mobile technology has also opened up new data-gathering and analytics possibilities for retailers, but for many, turning the new waves of mobile-generated information into useful insights is still very much a work in progress. Analytics opportunities – and challenges – enabled via shoppers’ mobile devices are multiplied when consumers enter, or even come near, a retailer’s brick-and-mortar store. Mobile-enabled analytics can be used to gain a greater understanding of general traffic patterns and customer behavior, but can also be tied to individualized measurements of shopper activity.
This document discusses strategies for converting online visitors into offline customers through a "Web to Store" approach. It recommends using techniques like store locators, coupons, scavenger hunts, and digital experiences in stores to engage customers throughout the sales funnel from their initial online contact through to physical point of sales conversion and retention. The goal is to create qualified in-store traffic and increase sales by providing a positive user experience across online and offline channels.
2014 Retail Insight: The Impact of Omni-Channel Trends for 2014 and BeyondSPS Commerce
You are invited to view a complimentary webinar featuring retail industry experts from Retail Systems Research (RSR) and SPS Commerce. Based on their latest research, including the 2014 Retail Insights industry benchmark report, you’ll learn what strategies your peers are deploying to improve omni-channel performance in 2014.
The webinar provides insights on:
• The state of the retail market—how many retailers have or will adopt the omni-channel? What steps are they taking?
• Which external and internal forces will impact retail the most in the upcoming years?
• Which technology and business areas are retailers, vendors and logistics firms making significant investments in 2014?
Converging the customer experience across channels has never been more important. In fact, in a recent Retail Systems Research (RSR) study, more retailers report that they operate online/e-Commerce channels (92%) compared to traditional stores (89%). And, 100% of retailers surveyed consider “a single brand identity across channels” as important.
In order to move forward on the road toward a successful omnichannel experience, retailers need to take a step back and consider their current strategies, as well as hardware and software capabilities.
In this upcoming webinar, Nikki Baird from RSR will share insights from the June 2012 survey titled: Omni-Channel 2012: Cross-Channel Comes Of Age. Some of the topics she will cover include:
The new rules of cross-channel retail
The value of cross-channel shoppers
The Digital-Physical connection
The role of Marketing in the strategy mix
NCR will join the discussion by outlining the steps toward cross-channel success, illuminated through real-world case studies. Once merchants commit to a compelling and consistent cross-channel experience, they must follow through with superior data analysis and promotion optimization, facilitated with best-in-class point of sale (POS) solutions. With all the proper components in place, retailers will improve loyalty and profits by delighting customers, no matter which channel they choose.
E-commerce voor Uitgevers Nationale uitgeefdag 2014 Marileen Kan
Hoe shopt de consument in 2020? En hoe spelen uitgevers hierop in? Wat maakt uitgeven en e-commerce succesvol? Axel Groothuis partner bij Eurogroup Consulting en betrokken bij onderzoeksprogramma Shopping2020 gaf deze presentatie op de Nationale Uitgeefdag 2014.
Creating a Great Customer Experience Any Place with Tara and AnneiQmetrixCorp
This document discusses creating an omnichannel customer experience across in-store, web, social, and mobile channels. It defines omnichannel as providing a seamless customer experience anytime, anywhere across touchpoints. Customers now expect consistency between online and in-store experiences. The rise of mobile and social media has changed customer expectations and behaviors. Retailers need to bring the benefits of online channels into physical stores to remain competitive in this new landscape. Case studies like Macy's show how unifying digital and in-store experiences through technologies like mobile and social media can drive sales and customer loyalty.
Retailers face three main challenges in 2014: implementing omni-channel strategies to provide a seamless customer experience across all channels, integrating disparate systems to enable this experience, and adapting to increased global competition. To address these, retailers need to invest in technology that integrates operations, sales, and marketing to personalize customer interactions based on their purchasing behaviors and adapt offerings quickly based on real-time sales data insights. Partnering with a company like Tectura that offers solutions like Microsoft Dynamics can help retailers meet these challenges by providing a single, integrated platform to manage all retail operations and enable the agility needed to succeed in today's environment.
People now reflexively turn to their smartphone to search for information and make purchasing decisions. This document discusses how brands can reach consumers during these "micro-moments" by being present when people search on their phones, providing useful information to help with research, and enabling quick purchases. It provides examples of companies like Sephora, Unilever, Argos and Fancy that optimized their mobile experiences for the different micro-moments in the consumer journey.
This document discusses how consumer shopping behaviors are converging online and offline as mobile technologies emerge. It outlines how consumers now use their mobile devices to discover products, get opinions from friends, compare prices, create shopping lists, share purchases, and receive coupons. The document also notes that retailers can engage shoppers across the new consumer journey by providing personalized recommendations, incentives, and hands-free payment options using mobile technologies. It encourages retailers to embrace new consumer behaviors and enhance the shopping experience through mobile.
Evolution of luxury retailers in disruptive Omni-channel worldesiml
1) The document discusses the evolution of luxury retailers in an omni-channel world. It explores strategies and implications of this trend for customer-centric retailers.
2) Luxury retailers have been slow to adopt omni-channel strategies compared to mass retailers. However, they are recognizing the need to engage with new generations of luxury customers who are digital natives and conduct significant online research.
3) True omni-channel integration across online and offline channels is needed to provide a seamless customer experience and maximize opportunities to build relationships at each touchpoint of the consumer decision journey.
An explanation of eCommerce Trends for 2015. Discussion of eCommerce on Mobile, Responsive Design, UPS and FedEx Dimensional Weight Changes, and advice for eCommerce Startups. Presented at #TechCampMemphis 2014 on November 1st, 2014.
This document provides an introduction to multi-channel retailing. It discusses how new technologies like mobile, tablets, and touchscreens are allowing retailers to connect with customers through multiple channels. The document is divided into chapters that discuss the benefits of multi-channel retailing and how specific technologies like tablets, mobile, and touchscreens can be used as part of a multi-channel strategy. It also discusses how an omni-channel approach can create a seamless shopping experience for customers.
Obstacles:
• Turning customer data into usable insights.
• Effort of implementing new technology.
• Integrating with other platforms.
• Integrating channels, e.g., ecommerce, in store, marketplaces
• Store issues: competition, margin compression, store capacity
TrustRobin...app health education....https://youtu.be/57ghR94SYXM
Informes PwC - Encuesta Total Retail GlobalPwC España
El informe "Hacia un modelo de Total Retail", elaborado por PwC, analiza las expectativas y hábitos de consumo del comprador online, a partir de 15.000 entrevistas a compradores digitales de todo el mundo, y las implicaciones para las compañías del sector de distribución y consumo en los próximos años.
The document discusses 5 mega trends in retail: 1) A return to prioritizing physical store experiences to draw customers. 2) The rise of mobile commerce both in-store and online. 3) A focus on personalization through tools like loyalty programs and size-matching. 4) Empowering retail employees with mobile devices and analytics. 5) Using customer data and analytics to better understand purchasing behaviors. Overall, retailers are adapting to omnichannel shopping by providing seamless, personalized experiences across all channels.
Great white paper report published by St. Joseph Communications on Omni-channel advertising focused around providing solutions to retailers and brands.
Omnichannel IS:
A commitment to delivering a seamless, compelling and personalized shopper experience, regardless of where or how your customer is engaged with you
Mobile devices are enabling new forms of commerce by allowing consumers to discover and purchase products anywhere. Services like Browsy, Soldsie, and Pixbi allow consumers to shop directly from social media platforms and magazines by linking products featured in images and posts to online retailers. Major brands are also launching shoppable mobile apps and partnering with payment providers to offer in-app and one-click purchasing. As mobile continues to become the primary way people browse online, retailers must look for opportunities to make their inventory shoppable on the various platforms where consumers spend their time.
OmniChannel Retail Best Practices for Brands and RetailersStephany Gochuico
This research work provides retailers practical insights, real-world strategies, solutions, and recommendations to improve customer experience, increase business results and maintain competitive advantage in the retail industry.
CONTENTS
1. Why and what is OmniChannel Retail?
2. What are the consumer behaviours?
3. Who are the Best-in-Class OmniChannel Retailers?
4. What are the OmniChannel Challenges in France?
5. What are the OmniChannel Best Practices?
6. How to deal with Showroomers?
7. How to be successful in implementing OmniChannel?
The spread of mobile technology has also opened up new data-gathering and analytics possibilities for retailers, but for many, turning the new waves of mobile-generated information into useful insights is still very much a work in progress. Analytics opportunities – and challenges – enabled via shoppers’ mobile devices are multiplied when consumers enter, or even come near, a retailer’s brick-and-mortar store. Mobile-enabled analytics can be used to gain a greater understanding of general traffic patterns and customer behavior, but can also be tied to individualized measurements of shopper activity.
This document discusses strategies for converting online visitors into offline customers through a "Web to Store" approach. It recommends using techniques like store locators, coupons, scavenger hunts, and digital experiences in stores to engage customers throughout the sales funnel from their initial online contact through to physical point of sales conversion and retention. The goal is to create qualified in-store traffic and increase sales by providing a positive user experience across online and offline channels.
2014 Retail Insight: The Impact of Omni-Channel Trends for 2014 and BeyondSPS Commerce
You are invited to view a complimentary webinar featuring retail industry experts from Retail Systems Research (RSR) and SPS Commerce. Based on their latest research, including the 2014 Retail Insights industry benchmark report, you’ll learn what strategies your peers are deploying to improve omni-channel performance in 2014.
The webinar provides insights on:
• The state of the retail market—how many retailers have or will adopt the omni-channel? What steps are they taking?
• Which external and internal forces will impact retail the most in the upcoming years?
• Which technology and business areas are retailers, vendors and logistics firms making significant investments in 2014?
Converging the customer experience across channels has never been more important. In fact, in a recent Retail Systems Research (RSR) study, more retailers report that they operate online/e-Commerce channels (92%) compared to traditional stores (89%). And, 100% of retailers surveyed consider “a single brand identity across channels” as important.
In order to move forward on the road toward a successful omnichannel experience, retailers need to take a step back and consider their current strategies, as well as hardware and software capabilities.
In this upcoming webinar, Nikki Baird from RSR will share insights from the June 2012 survey titled: Omni-Channel 2012: Cross-Channel Comes Of Age. Some of the topics she will cover include:
The new rules of cross-channel retail
The value of cross-channel shoppers
The Digital-Physical connection
The role of Marketing in the strategy mix
NCR will join the discussion by outlining the steps toward cross-channel success, illuminated through real-world case studies. Once merchants commit to a compelling and consistent cross-channel experience, they must follow through with superior data analysis and promotion optimization, facilitated with best-in-class point of sale (POS) solutions. With all the proper components in place, retailers will improve loyalty and profits by delighting customers, no matter which channel they choose.
E-commerce voor Uitgevers Nationale uitgeefdag 2014 Marileen Kan
Hoe shopt de consument in 2020? En hoe spelen uitgevers hierop in? Wat maakt uitgeven en e-commerce succesvol? Axel Groothuis partner bij Eurogroup Consulting en betrokken bij onderzoeksprogramma Shopping2020 gaf deze presentatie op de Nationale Uitgeefdag 2014.
Creating a Great Customer Experience Any Place with Tara and AnneiQmetrixCorp
This document discusses creating an omnichannel customer experience across in-store, web, social, and mobile channels. It defines omnichannel as providing a seamless customer experience anytime, anywhere across touchpoints. Customers now expect consistency between online and in-store experiences. The rise of mobile and social media has changed customer expectations and behaviors. Retailers need to bring the benefits of online channels into physical stores to remain competitive in this new landscape. Case studies like Macy's show how unifying digital and in-store experiences through technologies like mobile and social media can drive sales and customer loyalty.
Retailers face three main challenges in 2014: implementing omni-channel strategies to provide a seamless customer experience across all channels, integrating disparate systems to enable this experience, and adapting to increased global competition. To address these, retailers need to invest in technology that integrates operations, sales, and marketing to personalize customer interactions based on their purchasing behaviors and adapt offerings quickly based on real-time sales data insights. Partnering with a company like Tectura that offers solutions like Microsoft Dynamics can help retailers meet these challenges by providing a single, integrated platform to manage all retail operations and enable the agility needed to succeed in today's environment.
People now reflexively turn to their smartphone to search for information and make purchasing decisions. This document discusses how brands can reach consumers during these "micro-moments" by being present when people search on their phones, providing useful information to help with research, and enabling quick purchases. It provides examples of companies like Sephora, Unilever, Argos and Fancy that optimized their mobile experiences for the different micro-moments in the consumer journey.
81% des utilisateurs utilisent désormais leurs terminaux mobiles pour rechercher des produits avant de se rendre en magasin. L’étude note par ailleurs qu’en un an les smartphones ont remplacé les tablettes comme vecteurs privilégiés d’achats retail.
Les deux tiers des acheteurs font leur recherche préalable à la maison.
Mobile Audience Insights Report focuses on how mobile is impacting consumer retail behavior. Key findings include:
- Smartphones have replaced tablets as the top device for researching retail products, with smartphone usage growing 110% from 2013.
- Retail consumers engage with mobile earlier in the purchase process, researching high-priced items over a month in advance.
- Retail mobile ads drove 51% more in-store traffic in 2014 than non-retail mobile ads, demonstrating mobile ads' effectiveness for retailers.
This document discusses micro-moments and how to succeed in a micro-moment world. It defines micro-moments as moments that truly matter to consumers, like when they want to know, watch, go, do, or buy something. To succeed in micro-moments, companies should be there, be useful, be quick, and connect the dots across devices and channels. This includes understanding consumers' micro-moments, creating useful content, optimizing for speed and reducing steps, and measuring impact holistically rather than just on one device or channel. The goal is to empower purchases and meet consumer needs in the moments that really drive their decisions and behaviors.
Mobile devices have changed the consumer shopping journey by enabling research and purchasing at every stage. Consumers now use smartphones to initially research products (67% research in-store then buy online), get information while in transit to stores using location-based ads, check product details and wishlists in-store (84% use phones this way), get personalized recommendations, complete self-checkout using mobile payments, and share purchase experiences online (83% rely on social media reviews). Retailers can enhance engagement through mobile apps that integrate these capabilities and remind customers to review purchases, driving continued interaction.
How Seamless are You?
Accenture went on a journey to understand consumer preferences to shop seamlessly across channels
and the ability of retailers to deliver that seamless experience.
Informe de PwC sobre las expectativas y hábitos de consumo del comprador onlineMaría Bretón Gallego
The document discusses 8 customer expectations for retailers identified from a survey of 15,000 online shoppers. The first expectation is a compelling brand story that promises a distinctive experience. The survey found that consumers are consolidating their shopping to just a few favorite retailers. This presents an opportunity for retailers that can emotionally connect with consumers through a strong brand narrative. Retailers need to focus on cultivating their brand to provide a consistent experience across all channels.
5 things you need to know about selling to local consumersStreet Fight
The document discusses 5 key points about selling to local consumers in the modern retail landscape:
1. Retailers must integrate their online and physical operations to meet consumers' expectations of seamless cross-channel experiences.
2. Retailers need to focus on providing a unified consumer experience, not specific devices, as consumers expect consistency across channels.
3. The traditional sales funnel no longer applies, as consumers make purchase decisions and fulfillment across different channels in non-linear ways.
4. Mobile is increasingly important for enabling in-store experiences rather than just online sales, and ties together the consumer shopping journey.
5. Innovation in mobile is shifting from content discovery to enabling commerce tasks like
1) While mobile technology is often seen as exacerbating the problem of "showrooming" where consumers visit stores only to research products and then purchase elsewhere, the document argues that mobile could actually help retailers address showrooming.
2) The document shows that only about 2/3 of "showroomers" actually use mobile devices for this purpose, and suggests mobile offers opportunities for retailers to provide price reassurance, purchase assistance, and a better in-store experience to influence consumers to complete their purchase in the store.
3) Effective mobile strategies could include mobile coupons, price matching apps, social media integration, navigation assistance, and question/answer apps to enhance customer service, with the goal of prompting
Why are grocery stores suddenly digitizing their business with mobile apps Moon Technolabs Pvt. Ltd.
Online stores of the B2C kind remain crowded almost all the time. After all, folks all over the world regularly visit such stores to buy products they need every day. B2C online stores have been receiving a tremendous response, especially after the SARS-CoV-2 viral outbreak, particularly in metropolises. Previously, buyers simply didn’t want to stand in queues and waste time. Today, they can’t afford to be in the middle of a crowd because they value their lives. So, if you own grocery business, and if you didn’t consider digitizing it yet, this topic will compel you to do so at the earliest.
Visit for More: https://www.moontechnolabs.com/blog/why-are-grocery-stores-suddenly-digitizing-their-business-with-mobile-apps/
Engagis CEO Leon Condon presents The Future of Retail - Embracing Digital for Improved Service and Profit.
Webinar Overview:
Your customers are changing. The way they search, discover and transact is transforming rapidly. We all know that shoppers love digital technology but for retailers the popular view is that it's expensive.
So can your retail store embrace digital without breaking the budget? This free webinar will reveal the answer.
Engagis CEO and digital marketing expert Leon Condon will show you why next-generation retail marketing must be more than just digital; it needs to be integrated.
You’ll learn which digital solutions equip you to better serve customers, empower your staff and increase your profit, all while lowering your costs.
This webinar will then showcase the options that exist right now, and reveal how top retailers are creating cutting-edge in-store marketing systems with minimal, or zero, impact on operating costs. View the Webinar slides above
A cause d’Internet, on ne va plus dans les magasins forcément pour acheter mais pour essayer, regarder, tester avant d’aller en ligne pour tenter de trouver moins cher. Certains magasins, avant des points de vente, sont devenus des showrooms. L’utilisation massive de smartphones va-t-elle augmenter ce phénomène ou pourrait-elle, paradoxalement, aider les magasins à inverser la vapeur ?
BLS White Paper - What can banks do to build a closer relationship with their...Business Logic Systems Ltd
The document discusses how banks can better engage customers in the digital era. It suggests that banks prioritize mobile experiences, enhance loyalty programs, build relationships with corporate partners through co-branded loyalty programs, gamify customer experiences through status levels and rewards, and deliver personalized offers to customers across digital channels based on transaction data insights. The document argues that these strategies can help banks strengthen customer relationships and increase engagement in the current challenging banking environment.
Consumers are increasingly in control of their shopping experiences, deciding where, how, and what to buy based on their own research. New technologies like smartphones and tablets are empowering consumers. Retailers are striving to provide omni-channel experiences across online and offline, but this is complex. While ecommerce is still a small percentage of total retail, it is growing rapidly and disrupting traditional retailers. Data and personalized experiences are key to meeting evolving consumer demands.
Bridging The Gap Between Online and OfflineAgilOne
In this webinar, you’ll learn methods for merging the physical and digital identities of your customers for an accurate view of behavior across channels, what information is critical to enabling omni-channel success, and how to align marketing with consumer expectations throughout their lifecycle.
Understanding how online behaviour influences offline retailKylie Fuentes
1. The document discusses how online and offline consumer behaviors are converging, driven by new technologies and rising expectations of convenience.
2. Mobile devices are particularly important as they allow people to research products anywhere and drive both online and in-store sales.
3. Retailers must take an omnichannel approach, viewing their various channels (online, mobile, physical stores) as one interconnected ecosystem rather than separate silos. They need data and insights across all channels to truly understand customer journeys.
How to Keep Pace With Mobile Consumer ExpectationsFilipp Paster
The document discusses a study that revealed a gap between what mobile experiences brands offer consumers and what consumers want. Some key findings were that convenience, security, and speed were most important to consumers for a good mobile experience. However, many brands are overconfident in their ability to meet consumer expectations, especially regarding security and personalization. The study suggests that improving security should be a top priority for brands to provide better mobile experiences and meet rising consumer expectations.
Similar to Mobile Shopping Cliffhanger Research Paper (20)
3. 3 ContactSolutions | MobileShoppingCliffhanger
Consumers are embracing online shopping, shifting a significant
portion of their purchases from retail stores to the web at an ever-
increasing pace. According to Forrester Research, U.S. online sales
will top $400 billion in 2018, and nearly $1 trillion worldwide*
.
But now, a second wave of change is already well underway.
Consumers have less time, are more price conscious, and have
access to more information than ever before- and that’s changing
buying behavior.As a result, consumers are shifting a healthy portion
of their online purchases from the web to smartphones and tablets.
Mobile shopping has arrived.
But there is a looming problem.
We recently completed a national consumer survey to identify
emerging trends in mobile retail shopping. This research revealed
a latent dissatisfaction with mobile apps. If retailers fail to address
this problem, it will soon put a damper on mobile shopping revenue
growth and customer loyalty.
Fortunately, consumers are telling us exactly what needs to be done.
And for those retailers who solve the problem, consumers indicate
a strong willingness to reward them with more purchases, higher
loyalty, and lower costs.
I invite you to read this report and find out what you can do to unlock
the full potential of mobile shopping.
JOHN HIBEL
DIRECTOR OF MARKETING
CONTACT SOLUTIONS, INC.
*Mulpuru, Sucharita “The New Paradigm of Retail” Forrester – July 24, 2014
Mobile Shopping Cliffhanger
Consumers Identify Big Gaps in Retail Shopping Apps
SHOPPER RESEARCH
JOHN HIBEL
4. 4 ContactSolutions | MobileShoppingCliffhanger
We surveyed 1,000 U.S. shoppers about their
mobile retail shopping experiences.
geography
gender 52% female
48% male
age 24% 18-29
30% 30-44
27% 45-60
19% 60+
education 9% high school
31% some college
32% college degree
27% graduate degree
METHODOLOGY
5. 5 ContactSolutions | MobileShoppingCliffhanger
Thirty percent of shoppers choose physical stores
for less than half of their everyday shopping.
Consumers are embracing online shopping at
higher rates, and they are migrating to mobile.
Shoppers have high expectations about the level of service they receive, and with retailers like Amazon and Zappos
offering easy one-click purchasing, mobile is already cannabalizing other shopping behavior. Shopping is shifting rapidly
from traditional websites to mobile, but using mobile can actually help keep shoppers in-store as well.
KEY DISCOVERIES
Time, convenience, faster Internet speeds are all factors. Consumers are on the go, but that doesn’t mean they
want to go out of their way to a physical location.When given the choice between online and a physical store,
shopper preferences are rapidly moving online.
Online-only retailers and mobile shopping are
making a big impact on consumer habits.
BUY
52% 30%
52% do more
than half of their
online shopping
with online-only
retailers.
30% shop
on mobile at
least as much
as they do on
a computer.
6. 6 ContactSolutions | MobileShoppingCliffhanger
Retail investments in online and mobile shopping
experiences are paying off, but there’s a problem...
HIDDEN DISSATISFACTION IN MOBILE SHOPPING
Consumers express satisfaction with their online shopping experiences, but convenience and the ability to cherry-pick the
best deals, when and how they want, have given them high expectations.
With many mobile shopping apps still in their infancy, mobile shopping will grow,
but ONLY if customer care can keep up with expectations.
3 out of 4 shoppers shop online.
39% of
consumers are
disappointed by
the inability to
get help within
the mobile app
experience.
7. 7 ContactSolutions | MobileShoppingCliffhanger
Retail investments in online and mobile shopping
experiences are paying off, but keeping the
trend going requires attention to customer care.
CARE OR CONSEQUENCES
Avoid letting your business go off a cliff due to abandoned sales. If you don’t offer customer care in-app today,
you are alienating more than half your customers and losing sales.
The problem may be worse than it seems.
1 of 6 consumers say they struggle with mobile
shopping apps more than half of the time.
And more than half (55%) of shoppers struggle with mobile shopping apps at least 20% of the time. With consumers experiencing
so much struggle, mobile shopping apps are not close to reaching their full potential and in fact may be vulnerable.
When consumers struggle, 71% will abandon their
cart or leave the app entirely.
71% OUCH!
8. 8 ContactSolutions | MobileShoppingCliffhanger
Mobile shopping apps: what consumers want
CARE OR CONSEQUENCES
Consumers want an easy purchasing experience.
75% of shoppers say the ability to get customer care
impacts their shopping experience satisfaction.
Many retailers are doing some of these things well, but not all. Failure to provide in-app customer care can be a deal breaker.
Consumers have high expectations when it comes to getting help on their own terms. If they can’t get mobile customer care,
they leave with a poor customer experience.
Mimics what they are used to on the web
Fast and easy
Personalized offers
Ability to get customer care
9. 9 ContactSolutions | MobileShoppingCliffhanger
Shoppers will buy, and repeat business,
if they have a great customer experience.
92% of shoppers say it would be helpful to have
customer care automatically provided within an app
to help complete a task or a goal.
Seamless customer care within the app
will pay huge dividends
OPPORTUNITY ABOUNDS
77% of shoppers will be more likely to return to the app. 95% say it will make them more likely to do business again.
Shoppers will readily accept help when its offered, providing that function should be a no brainer.
77% 95%
10. 10 ContactSolutions | MobileShoppingCliffhanger
Experience matters, and shoppers share how they
feel. Make room for life’s interruptions.
OPPORTUNITY ABOUNDS
Shoppers will buy if they feel supported and ready. Seamless customer care within the app will make 77% of shoppers
more likely to return to the app, and 95% say it has an impact on whether they do business again.
92% of consumers say they will be more likely to
make purchases if they could easily access previous
customer service conversations.
70% of respondents will tell friends and family when they have a poor customer experience. 43% will post a review on the
company website or mobile app. 29% will share on their personal social network. 23% will post a review on a third party website.
When consumers
have a poor
experience with a
retailer, 95% will
rat you out.
95%