Our survey of 3,800 shoppers found that 64% of online shoppers would like to see more consistent information between stores and online channels. Also, 60% of online shoppers surveyed sought more interactive experiences in stores. Shopper gripes with online channels include unclear information and undesirable policies and limited cross-channel integration.
Retailers can address these by leveraging digital assets in stores.
Another trend retailers must prepare for is the growing influence of social. While North America lags the APAC region, there is evidence that social influence will grow significantly in North America, too. According to our survey, shoppers seek exclusive promotions and sales on social network platforms. They desire sneak peeks at new products and the chance to provide feedback. Shoppers would also like to make purchases and avail of customer service over social platforms, our survey reveals. They also seek fun, interactive experiences on these platforms. Even shoppers over 65 years of age, who say they are slow to adopt technology, love Facebook.
The infographic below provides key findings from our survey that can help retailers plug into emerging retailing trends.