News • 30.06.2017

Research for retailers on transforming omni-channel strategies

Global consumer survey research quantifies new patterns of shopper behavior

Photo: Research for retailers on transforming omni-channel strategies...
Source: Erwin Lorenzen/pixelio.de

The consumer retail report, "Shopper-First Retailing: What Consumers Are Telling us About the Future of Shopping," reveals new insights gleaned from shopping behavioral patterns. Launched in tandem with the research is a Retail study by SapientRazorfish, which is designed to help executives evaluate and benchmark their organizations against competition, and better leverage technology and consumer behaviors to create a customer-centric business. The report is now available here.

"To stay competitive in this fast moving and connected world, brands need to offer shoppers more personalized and engaging experiences on any channel or device," said Jeff Barnett, CEO, Commerce Cloud, Salesforce. "Our research with SapientRazorfish helps to quantify the behaviors of shoppers and turn these insights into actionable steps that companies can take to better engage with shoppers and in turn, increase profitability."

Insights were provided by three distinct sources: the Salesforce Shopping Index, which looks at the shopping activity of more than 300 million shoppers worldwide to identify trends and changes in shopping activity, a global survey of the preferences and motivations of 6,000 shoppers across six countries, and 27 interviews with retail experts in technology and customer experience. The research, which combines perspectives of the consumer and the retailer alike, was designed to quantify behavioral patterns and identify new rules that modern retailers should follow.

"With the fluid demands of today's always-on consumer, it's imperative that brands not only evolve with the trends, but also anticipate them and refine their strategies accordingly," said Chris Davey, Chief Strategist, Publicis.Sapient. "Our findings highlight that customer centricity is not only beneficial, but critical to successful retailing in the digital age."

The study, which specifically explores the shopping behaviors affecting three primary categories: apparel, housewares, and health and beauty, comes at a time when CEOs, CMOs and other C-suite retail executives are under pressure to re-evaluate traditional strategies and tactics, and highlights a growing need for transformative restructuring of businesses toward cross-functional teams built around customer journeys. The analysis revealed four strategic provocations that collectively set the foundation of customer-centric, shopper-first retailing:

  • The Evolving Storefront: In-Store Drives Nearly Half of E-commerce Sales. Digital and physical are complementary channels, not mutually exclusive. Most shoppers – 60% of respondents in the report – start their hunt in the digital channel, even though they prefer shopping in the physical channel.
  • Immersive Intelligence: Using AI to Connect Shoppers with Products. Predictive intelligence on product detail pages is boosting average order values and overall revenue per visitor by double digits.
  • Mobile: The Digital Compass. Mobile payment options continue boosting conversions. Mobile payments, such as Apple Pay, were effective, boosting conversion by 27% at one retail partner compared to non-Apple Pay shoppers.
  • Flattening the Funnel: Optimize Mobile Traffic with Speed & Mobile Payments. Mobile continues to be a massive resource for retail activity. Seventy-one percent of all global consumers have used their mobile device for retail activity in the past 30 days.

"Retailers are struggling with a rapidly evolving set of customer shopping habits, and we see these new behaviors in this retail research. For example, 59% of all consumers in our six-country study have shopped on their mobile device – in the store – within the past 30 days," Hilding Anderson, Director of Research & Insights at SapientRazorfish, noted. "The lines between the physical and digital channels have nearly disappeared."

Advertisement
Source: SapientRazorfish

related articles:

popular articles:

Thumbnail: Photo: Instant payment solutions offer great potential...

Specialist article • 16.06.2017

Instant payment solutions offer great potential

For customers, making payments is becoming as easy as sending an email

Thumbnail: Photo: CCV re-equips new payment infrastructure at Tchibo...

Company News • 31.07.2017

CCV re-equips new payment infrastructure at Tchibo

New hardware allows contactless payments via NFC

Thumbnail: Photo: Star Micronics introduces the SM-L300

Company News • 07.08.2017

Star Micronics introduces the SM-L300

The most well-connected mobile receipt and label printer available today

Thumbnail: Photo: Overstock.com announces adoption of all the major cryptocurrency payments...

News • 17.08.2017

Overstock.com announces adoption of all the major cryptocurrency payments

First major retailer to accept bitcoin continues to lead the way in adoption of cryptocurrency payments

Thumbnail: Photo: HiConversion joins Shopify Plus Partner Program...

Company News • 03.07.2017

HiConversion joins Shopify Plus Partner Program

HiConversion, adaptive testing and personalization solution, announces that it has joined the Shopify Plus Partner Program.

Thumbnail: Photo: From transport to information carrier: intelligent packaging in retail...

Interview • 03.07.2017

From transport to information carrier: intelligent packaging in retail logistics

“The biggest challenge in packaging is its integration into the supply chain”

Thumbnail: Photo: Giving costumers transparency and the right prices at the shelf edge...

Electronic Shelf Labels • 05.09.2017

Giving costumers transparency and the right prices at the shelf edge

Link between online and physical stores

Thumbnail: Photo: The future of logistics works digital, connected and autonomous...

Report • 03.07.2017

The future of logistics works digital, connected and autonomous

How digitization changes retail logistics

Thumbnail: Photo: Knauber Freizeitmärkte emphasize digital signage for improved quality...

Report • 23.08.2017

Knauber Freizeitmärkte emphasize digital signage for improved quality of consulting

“We want to use the digital world to optimally serve our customers“

Thumbnail: Photo: The right touch when it comes to price changes...

Electronic Shelf Labels • 12.06.2017

The right touch when it comes to price changes

Who is afraid of ESL?

Supplier

APG Cash Drawer
APG Cash Drawer
5250 Industrial Blvd NE
55421 Minneapolis
Delfi Technologies GmbH
Delfi Technologies GmbH
Landgraben 75
24232 Schönkirchen
QUAD GmbH
QUAD GmbH
Windmüllerstraße 30
59557 Lippstadt
Permaplay Media Solutions GmbH
Permaplay Media Solutions GmbH
Aschmattstr. 8
76532 Baden-Baden
StrongPoint
StrongPoint
Schießstrasse 35
40549 Düsseldorf
Axis Communications GmbH
Axis Communications GmbH
Adalperostraße 86
85737 Ismaning
Xovis AG
Xovis AG
Industriestrasse 1
3052 Zollikofen

DataVan International Corporation
DataVan International Corporation
10F., No.186 Jian 1st Rd.
Jhonghe Dist., New Taipei City 235
CCV Deutschland GmbH
CCV Deutschland GmbH
Gewerbering 1
84072 Au i.d.Hallertau