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Study: 66% Of Retailers Say Inaccurate Inventory Data Creates BOPIS Inconsistency

Retailers are well aware that an omnichannel approach to both the customer experience and their internal systems is now a basic business requirement: 94% of retailers already have, or plan to implement, a single unified commerce platform within three years, up from 81% in 2017, according to the 2019 POS/Customer Engagement Study from BRP.

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Balance Convenience And Experience To Create The Ultimate Holiday Destination

Despite the growing dominance of mobile, shoppers still enjoy shopping in-store. What’s changed, however, is their expectations around the brick-and-mortar experience, according to a pair of studies by GPShopper. Some shoppers highly prize stores’ convenience — the ability to quickly find an item, pay for it and go. Others respond to experiential retail; they are more willing to linger and browse until they find what they want. Retailers can adjust their stores’ layout, staffing and services to address both ends of this spectrum.

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Getting Physical: Three Tips For Bridging Online And Offline Experiences In The New Year

0aaaCarl Tsukuhara OptimizelyRecently Wayfair and Casper joined the likes of fellow e-Commerce brands Amazon, Everlane, Glossier and many others that are all experimenting with, or opening permanent, brick-and-mortar stores. However, with many traditional retail stores closing shop in the last year, it's even more imperative to integrate offline and online channels to provide a consistent experience across all touch points.

These digitally-born businesses are in a battle with Amazon to retain customers by offering a great in-store experience at a reasonable cost, all while avoiding the mishaps Build-a-Bear and others recently encountered. In fact, while 87% of consumers say they expect an omnichannel experience, only 7% of retailers actually provide the ability to shop seamlessly across all channels.

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Smartphones Generate 49% Of Thanksgiving Weekend Traffic

Thanksgiving, Black Friday, Small-Business Saturday and Cyber Monday were powerhouse days for retail this year, racking up online sales of more than $20.8 billion, according to Adobe Analytics. Individual days’ e-Commerce sales and growth rates were:

  • Thanksgiving: $3.7 billion in revenue, up 27.9%;
  • Black Friday: $6.2 billion in revenue, up 23.6%;
  • Small-Business Saturday: $3 billion in revenue, up 25.5%; and
  • Cyber Monday: $7.9 billion in revenue, up 19.9%.
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Looking For A Competitive Advantage? Don’t Overlook Your Supply Chain

0aaaKarl Siebrecht FLEXEBy 2021, 71% of logistics leaders believe their supply chain will be a key driver of quality customer service. But there’s a disconnect. Fewer than half of those same leaders view the supply chain as a key brand differentiator. We’re living and operating in the age of the consumer. Today, customer demands influence business decisions more than they ever have before. How companies deliver their goods, the experiences and value-added services they provide are now as important as the product itself.

Shoppers want options and personalization. Companies like Stitch Fix and Imperfect Produce differentiate themselves by adding more value to the customer through their logistics. Stitch Fix delivers curated clothing and a personalized note from the stylist in every box. They also offer convenient try-on-and-exchange options to make the purchasing experience effortless. Imperfect Produce salvages ugly fruit and vegetables that otherwise wouldn’t make it to store shelves and delivers it to customers’ front doors. Subscribers can select the produce they want, including type, amount and where it’s sourced, and Imperfect will total how many pounds of food waste they save each week.

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Interacting With In-Store Technology Boosts Brand Confidence For 46% Of Shoppers

Technology has made brick-and-mortar retail more convenient than ever, but it can also be a point of friction for shoppers: more than 80% of consumers have encountered technical issues at stores and restaurants, and 60% have had multiple encounters with technical problems, according to The Digital Forward Customer Experience report by Boomtown. However, the advantages of tech outweigh the downsides, and even pure play e-Commerce retailers are embracing an omnichannel approach.

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