Company News • 02.07.2014

Mobile poised to become consumers' new personal shopper

CFI Group's Retail Satisfaction Barometer reveals consumers' expectations during the shopping process, specifically noting the popularity of mobile technology. The report uncovered that the use of mobile applications for shopping purposes doubled in the past year, with 41 percent of consumers actively using mobile apps while shopping.

The growing use of mobile is no surprise as consumers are no longer making decisions off of a hunch or intuition. They are seeking hard evidence and are turning to digital tools to hunt for the information they are searching for. Mobile provides an additional channel for shoppers looking for the most convenient avenue to purchase relative to their lifestyle. Furthermore, the study found that checkout is the most impactful driver of the customer experience.

The study found that 67 percent of 18-34 year-olds use mobile apps during their shopping experience. While Millennials are typically the focus of retailers' mobile efforts, they may want to look again; most consumers of all ages indicated that they have two to four shopping apps installed, proving that mobile isn't a generational-only trend.

"It is crucial for retailers to keep up with advanced mobile capabilities to maintain high customer satisfaction," said Terry Redding, vice president of sales and marketing at CFI Group. "With consumers' demands to use mobile devices as a shopping tool, retailers must know how to connect with them digitally."

It is no secret that showrooming is among one of the many trends of how consumers shop today. Of those surveyed, 47 percent of mobile application usage is dedicated to checking product prices at competing retail brands. This is one of many reasons why retailers need to engage digitally with their customers. One way retailers currently do so is by sending offers through their mobile devices – and it works – 45 percent of consumers redeem coupons and offers received via mobile.

Looking forward, the future of checkout is more than just using a mobile app or device for a quick and easy checkout. Of the survey respondents, 51 percent indicated they would be very likely to use mobile apps to speed-up the checkout process when they become available. Almost half of all participants reported that they would favor a store with advanced mobile capabilities – which would encourage them to shop with the retailer more, buy more per visit and even pay slightly more.

"Mobile applications allow an opportunity for retailers to engage with customers whenever and wherever they are," said Redding. "Customers want to receive tailored communications, not only to see that retailers are showing an interest in them, but for quick accessibility and convenience."

Overall, shopping through a mobile device will continue to be a way of shopping in the future. Retailers must continue to evolve with consumers' expectations and desired experiences of interacting with any of the store's channels. Those who keep in mind that consumers enjoy personalized experiences and being catered to based on interests will succeed.

To obtain a copy of the Retail Satisfaction Barometer and to learn more about what drives customer satisfaction, repeat visits and spending, visit www.cfigroup.com.

SOURCE CFI Group
 


 

related articles:

popular articles:

Thumbnail-Photo: Deal for personal data in luxury segment
13.02.2020   #customer satisfaction #data management

Deal for personal data in luxury segment

Affluent consumers demand security, privacy and personalization in exchange for personal information

Affluent U.S. consumers demand stringent safeguards on the security and privacy of their personal data from companies that collect their information, according to a new Luxury Institute survey of Americans earning at least 150,000 dollars per year. ...

Thumbnail-Photo: LED: optical illusion at the airport
16.04.2020   #digital signage #brick and mortar retail

LED: optical illusion at the airport

‘The Fashion Gallery’ concept in Vienna International Airport Shopping Plaza

BrightSign, LLC® announced  that Lagardère Travel Retail has recently opened its new ‘The Fashion Gallery’ concept, an 800m² shop in Vienna International Airport Shopping Plaza Terminal 2 Departure under customs ...

Thumbnail-Photo: Coronavirus: digital commerce spend to fall by 14 percent in 2020...
28.04.2020   #online trading #e-commerce

Coronavirus: digital commerce spend to fall by 14 percent in 2020

Spend set to recover in 2021 as offline spend moves online

A new study from Juniper Research found that global spending on digital commerce will fall by 14 percent in 2020 as lockdowns and reductions in consumer spend are felt. Spending will fall from $11.2 trillion in 2019 to $9.7 trillion.The new ...

Thumbnail-Photo: Crowdsourcing campaign to save Modells Sporting Goods and 3300 jobs...
03.03.2020   #digital marketing #brand management

Crowdsourcing campaign to save Modell's Sporting Goods and 3300 jobs

Mitchell Modell offers outside investment opportunities

Modell's Sporting Goods, America's oldest, family-owned and operated retailer of sporting goods, has announced that for the first time in its 130-year history, they are closing more than 15 percent of the stores in its fleet, and offering ...

Thumbnail-Photo: Professional Development Guide – newly updated...
22.01.2020   #security #digital marketing

Professional Development Guide – newly updated

Integrated Systems Europe (ISE) 2020

Just published, the Second Edition of the Professional Development Guide contains full details of the learning and development opportunities at ISE 2020. Full listings of manufacturer demo and training sessions have been added, along with updates to ...

Thumbnail-Photo: Innovation in sales!
30.01.2020   #online trading #customer satisfaction

Innovation in sales!

N3XT by MediaMarktSaturn – finding ideas for customers and company

What do customers want? How can you create a more intense and powerful shopping experience? And what new technologies and innovations can help in this endeavor? MediaMarktSaturn has set up its own innovation unit to find answers to these and similar ...

Thumbnail-Photo: Book swap as you food shop
05.02.2020   #brick and mortar retail #omnichannel

Book swap as you food shop

Waitrose launches novel way for shoppers to share their favourite books

Whether it’s romance, adventure or a gripping mystery, book lovers can now share their favourite reads with others in selected Waitrose cafés as part of the supermarket’s new book swap initiative. A successful trial in five ...

Thumbnail-Photo: A return to core competencies: visual merchandising and customer service...
04.05.2020   #brick and mortar retail #services

A return to core competencies: visual merchandising and customer service

Showrooming with samples in brick-and-mortar retail

Brick-and-mortar stores are facing tremendous pressure: competition, pricing pressure, shifting consumer habits. Is setting up your own online store the answer? Unfortunately, it’s not that simple. ...

Thumbnail-Photo: Local food: consumers demand it, grocers need it...
27.02.2020   #supply chain management #food retail

Local food: consumers demand it, grocers need it

Forager and ReposiTrak partner to solve it

As shown in a recent survey from Forager, local food is key to grocers' success – and a weak point for many, with 73 percent of respondents either "somewhat" or "not" satisfied with the quality and availability of local ...

Thumbnail-Photo: Love greetings from the online shop
17.04.2020   #online trading #digital marketing

"Love greetings" from the online shop

With the web-based application ViDGREETS, online shoppers can record personal messages and send them together with their purchase.

ViDGREETS – the name says it all. With this feature, customers in the online shop can quickly pack and send video greetings with their order. Retailers can also use it to send messages to their customers. In an interview, Marco van Eersel ...

Supplier

iXtenso - Magazin für den Einzelhandel
iXtenso - Magazin für den Einzelhandel
Celsiusstraße 43
53125 Bonn