Schaumburg, Ill. -- Three in four (75%) surveyed retail associates and managers feel they provide a better in-store customer experience when equipped with the latest mobile technologies, according to Motorola Solutions’ annual Holiday Shopping Survey.
Shoppers echoed a similar sentiment, with 67% reporting greater satisfaction with stores where associates utilized the latest technologies to assist in the shopping experience. And 43% of shoppers reported that the mobile point of sale improved their shopping experience.
Retailers are still losing significant revenue due to inefficient payment approaches, out-of-stock occurrences and lack of selection, according to the survey. Thirty-three percent of shopping trips ended with shoppers leaving before satisfying their intent to purchase, costing an average of $125 per trip. Of those lost opportunities, more than 73% did not complete their purchases with the original retailer.
“Retailers continue to deploy technology to improve the shopping experience, but they need to pay closer attention to the growing expectations of the omni-channel shopper,” said Michelle Crissey, customer solutions lead, Motorola Solutions. “Rather than just give them technology and call it a positive experience, customers prefer that retailers use the technology in a meaningful way to actually give them a better experience, both in-store and for fulfillment of online and mobile orders.”
Key survey findings include: