search.noResults

search.searching

note.createNoteMessage

search.noResults

search.searching

orderForm.title

orderForm.productCode
orderForm.description
orderForm.quantity
orderForm.itemPrice
orderForm.price
orderForm.totalPrice
orderForm.deliveryDetails.billingAddress
orderForm.deliveryDetails.deliveryAddress
orderForm.noItems
30


Future of Retail — Omnichannel


issue 03


BUT WHERE ARE THESE ONLINE CONSUMERS COMING FROM? According to the latest IMRG Capgemini Quarterly Benchmarking Report, over half of the traffi c to retail sites is coming from smartphones and tablets. What’s more, when it comes to purchasing online, mobile commerce now accounts for 36% of online sales in the UK and this is set to grow.


A BROKEN JOURNEY But it’s not all good news for retailers. The new opportunities presented by the shift in consumer behaviour are also bringing up a whole host of new challenges. Returns are a growing issue as more and


more customers indulge in ‘intentional returns’, making multiple purchases of the same item in order to fi nd the right fi t or colour, sending the rest back. It’s the modern alternative to visiting the store to try before they buy. Over the years, consumers have grown to


expect the very best when it comes to retail. A culture of ‘the customer is always right’ is so deeply ingrained that anything short of perfection is unacceptable, which puts a huge strain on retailers.


SO HOW CAN RETAILERS STAY AHEAD? Offering a truly omnichannel customer journey can stand you in good stead when it comes to keeping your customers happy. The evolution from multichannel to


omnichannel was a quick one. It’s no longer enough to give consumers the chance to see and buy your products through multiple channels, but each and every channel must communicate with the others. The result? A dazzlingly seamless experience for the customer in the form of an omnichannel ecosystem. Retailers with strong omnichannel


engagement strategies have, on average, an 89% customer retention rate compared to just 33% for those with weak strategies, so planning is key. But how does a retailer ensure they’re providing this experience?


Each and every one of your channels should be simple to use and intuitive.


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56  |  Page 57  |  Page 58  |  Page 59  |  Page 60  |  Page 61  |  Page 62  |  Page 63  |  Page 64  |  Page 65  |  Page 66  |  Page 67  |  Page 68  |  Page 69  |  Page 70  |  Page 71  |  Page 72