JDAI Thinking

Can general merchandise retailers deliver the shopping experience consumers really want?

Consumers today are more informed, empowered and digitally dependent than ever before.

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.


Five service attributes are changing the game.

Now, retailers must jump in or lose out.

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.

Global Consumer Insights Survey and JDAI Retailer Benchmark Study—revealed which top five retail service attributes mattered most to consumers and how well retailers are providing those capabilities.

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.