SDL Survey: Consumers expect same pricing, discounts and sales across channels
Maidenhead, United Kingdom — Sixty-nine percent of shoppers expect a brand’s online store, mobile app and physical store to offer same pricing, discounts and sales, according to a survey by SDL that looked at the mobile and social media habits of consumers in the United States, United Kingdom, Australia and Singapore.
The survey also found 62% of respondents use a mobile device at a brand’s physical location to compare products and prices. And, nearly one third of respondents in all locales use a brand’s mobile app or web site when looking to learn more about a brand from their mobile device. These results confirm that consumers function seamlessly across channels when interacting with brands and as part of their experience is an expectation of consistency and value.
SDL Campaign Management & Analytics also found the “showrooming” trend is still very much relevant, with 77% of respondents confirming they “showroom.”
The online survey also looked at how consumers are using social media when interacting with brands. Key findings include:
- A third of U.S., U.K., Australian and Singapore respondents have claimed promotions on social media.
- More than half of respondents (58%) share positive experiences and seek advice from friends and family when they talk about brands on social media.
- U.K. respondents complain about service on social media more than U.S., Australian or Singapore respondents.
- When they do express feedback, Facebook is the most popular choice across all locations.
“It’s clear from the survey results that consumers want brands to improve the dynamic between online, mobile and in-store to meet up with their expectations of a consistent experience,” said Joe Stanhope, chief strategy officer, SDL Campaign Management & Analytics.
Contingent Network Services helps Finish Line overhaul customer experience
New York — Contingent Network Services has announced the successful completion of a strategic IT project to deploy new in-store technology to stores operated by The Finish Line. The retailer has reinvented its in-store shopping experience at all locations with a total store overhaul and technology refresh that included implementation of innovative mobile POS and interactive kiosk technologies. Contingent provided Finish Line with incremental project and technology experts to manage the in-store deployment for 320 of the 664 sites completed within the overall project.
The benefits of this changeover include better information at the fingertips of store associates, a more convenient mobile checkout process, and an increasingly interactive customer experience for Finish Line customers, according to Contingent.
“Contingent has proven their ability to manage a complex deployment project that satisfies our high standards for timeliness and quality,” said Rob Baugh, director of store application delivery for Finish Line.
To execute the project, Finish Line leveraged Contingent’s On Demand StoreWorX service which offers full project management, real-time project status visibility, a lifetime workmanship warranty, and a predictable pricing and service level approach that is consistent across all sites.
NRF criticizes Bangladesh safety accord
New York — The National Retail Federation on Wednesday criticized a fire-and-building safety agreement for Bangladesh, led by labor groups such as Europe’s IndustriALL.
"While the proposal put forth by the labor unions addresses a number of shared concerns, the accord veers away from commonsense solutions and seeks to advance a narrow agenda driven by special interests," NRF CEO Matthew Shay said in a statement.
Wednesday is the deadline for retailers to decide whether to sign the agreement, which is designed to prevent a repeat of another disaster in Bangladesh’s garment industry.
The pact includes a binding arbitration process that would be enforceable in the courts of the country where a company is domiciled, Reuters reported. Also, companies that sign on have to agree to fund activities of a steering committee, safety inspector and training coordinator, contributing up to $500,000 per year for each of the five years of the agreement.
Among the U.S. retailers that have said they would not sign the accord is Gap Inc., which wants changes to the way conflicts are resolved in the courts. Wal-Mart Stores said it would not sign the accord because it believes its own stepped-up safety inspection plans will achieve faster results.
Companies that signed on include Inditex, parent company of Zara, H&M, and Arcadia Group, parent of TopShop.