A desktop, laptop, tablet, smartphone, console, smart TV. Go direct to site or arrive through affiliate channels or email; engage through social media, review platforms, apps. All of these are potential options available to consumers and points of influence in a consumer’s path to purchase.
- 56% in the UK say they “always” or “usually” receive a joined-up, consistent, and seamless experience when shopping across multiple channels both online and in-store.
- 18% of shoppers don’t want retailers to store any information on them at all, yet despite this and even though retailers want to deliver a consistent customer experience, some are struggling to translate that desire into reality across the full spectrum of consumer touch points.
- 38% want brands to make their whole experience easier by remembering preferred payment methods or automating delivery information.
Consumers’ expectations of retailers has perhaps never been higher. Today they want an exceptional and seamless experience, both online and in-store. This expectation has retailers scrambling to deliver on the promise of omnichannel strategies.
- 72% of retailers are actively pursuing a cross-channel strategy as a key business priority in order to remain relevant.
How will you alleviate consumer shopping frustration across channels?
Read the full article in Internet Retailing.
Photo: Clem Onojeghuo via Unsplash