This translates into a shopper that expects a converged retailing experience: seamless and consistent interactions whether at home, on the go, or in the store. Retailers must move beyond multi-channel retailing to provide a smooth, integrated consumer shopping experience that includes loyalty programs, social media and digital marketing.
According to a study by Retail Systems Research, 100% of responding retailers believe the multi-channel shopping experience should be converged for a consistent experience. However, only 32% have achieved this goal.
To gain insight into the state of omni-channel, JDAI conducted consumer surveys and grocery retailer observations in North America, the United Kingdom (UK)/Europe and Japan.
Five service attributes are changing the game. Now, retailers must jump in or lose out. For retailers ready to respond to consumer demand for a converged retailing experience, there is a roadmap.
It’s clear the omni-channel shopper has changed the game, and a new paradigm has been introduced in the general merchandise retailer consumer relationship.
What’s next? Retailers must act quickly to align their operations with the new reality of converged retailing.