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Survey: Consumers prefer customized in-store experiences over online

BY Marianne Wilson

New York — Checkout remains the number one in-store pain point for 73% of U.S. consumers, according to a survey by Synqera, a global technology startup that uses big data to bring personalized digital experiences to the physical retail store.

The survey found that more than two-thirds of Americans prefer to shop in traditional, brick and mortar stores than online commerce sites, and that shoppers gravitate towards retail locations that offer customized shopping experiences but that

"Synqera found that at the most basic level of commerce, the point of sale in brick-and-mortar retailers is the primary deterrent for consumers shopping at stores," said Filipp Shubin, Synqera COO. "We also discovered that coupon usage increases if they were immediately accessible and personalized to each shopper that walks into the retailer’s store. If the consumer is actively engaged the entire time they are in a store, the better they feel about the shopping experience."

Other key findings from the survey:

  • More than two-thirds of Americans prefer to shop in store versus online;
  • 82% of respondents believe the point-of-sale checkout process can be improved;
  • Nearly three-quarters of Americans find waiting in the checkout line their least favorite aspect of in store shopping;
  • 76% would find the checkout process more enjoyable if they received personalized coupons at checkout;
  • 66% of Americans are more likely to shop in a store where they receive personal suggestions while shopping, and over 75% of total respondents would rather receive personalized coupons; and
  • 8 out of 10 Americans are more likely to shop in a store that provides an overall customized shopping experience.

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Y.Health says:
May-14-2013 03:06 pm

There are certainly a lot of details like that to take into consideration. All are good pints to consider for. I now consider the thoughts above as general inspiration.-YOR Health

Y.Health says:
May-14-2013 03:06 pm

There are certainly a lot of details like that to take into consideration. All are good pints to consider for. I now consider the thoughts above as general inspiration.-YOR Health

S.Blues says:
May-14-2013 07:35 am

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T.Platt says:
May-10-2013 10:27 am

Retailers and brands can give each shopper her preferred personalized customer experience (#CX) via #CEM engagement http://amex.co/13rIN5K

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Sears Holdings names new CIO

BY Marianne Wilson

Hoffman Estates, Ill. — Sears Holdings announced that Jeff Balagna will join the company as executive VP and CIO. In his new role, Balagna who most recently served as CIO at Eli Lilly, will be responsible for all technology and infrastructure initiatives for the company in its support centers and in-store.

“Jeff is a proven executive with an analytical approach and experience in transforming complex organizations in rapidly evolving industries," said Edward S. Lampert, Sears Holdings’ chairman and CEO. "Innovation and technology are cornerstones in Sears Holdings’ efforts to build lasting relationships with our Shop Your Way members, and Jeff’s deep expertise in information technology infrastructure, customer loyalty programs and leveraging IT as a business-enabler make him a strong addition to our team."

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Survey: Poor mobile experience leads to abandoned carts

BY Staff Writer

Palo Alto, Calif. — Two-thirds (66%) of smartphone and tablet users have failed to complete an online transaction due to obstacles at checkout, according to a new survey from Jumio and Harris Interactive. Specific obstacles causing smartphone and tablet shoppers to abandon their shopping carts at the last minute include mobile checkout process being too long or difficult and not feeling secure in giving credit card information.

"Businesses invest a great deal to get consumers to the point of sale in their mobile apps, but there are a lot of obstacles keeping users from taking their purchase across the finish line," said Daniel Mattes, founder and CEO of Jumio. "From frustrations around having to type — and often retype — personal information into tiny text boxes to concerns over the safety of data, users are bailing out at checkout. Brands can’t afford to lose shoppers in those final moments of the transaction."

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