While scrambling to drive in-store traffic in an online-focused retail environment, brands have let their customers’ digital experiences suffer. SMG data from a recent study involving a subset of our retail clients found the average Overall Satisfaction (OSAT) for online purchasers is 24 percentage points lower than that of in-store purchasers. In a competitive market where every touchpoint matters, brands can work toward decreasing that gap in satisfaction by considering the following ideas and concepts:
http://smg.com/blog/blog-detail/smg-blog/2019/12/03/provide-consistent-experience-across-channels/
“With rising consumer expectations and expanding fulfillment options, the Australian and New Zealand retail markets are undergoing rapid change and becoming increasingly complex,” said Raghav Sibal, Manhattan Associates’ Managing Director for Australia and New Zealand. “As a result, retailers are finding that they quickly need to adopt new technology solutions that help meet the consumer demand for a seamless and more personalised shopping experience today and into the future.”
http://www2.cso.com.au/mediareleases/37658/retail-technology-trends-shaping-customer/
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