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L'expérience client un levier de différenciation

Diplômé de l'université de Berkeley aux Etats Unis. Formation et conseil en marketing direct (CRM). Formateur diplômé FSEA du brevet fédéral de formateur pour adultes.

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Survey on shopping experience

Thierry TalagrandThierry Talagrand

Customers rely on mobile in store

The survey found that most Americans still frequent a variety of physical stores. At the same time, though, they're using mobile to enhance their brick-and-mortar shopping experiences.

85% of Consumers Shop In-Store Weekly

Shopping at physical stores remains an integral part of daily life for most Americans. In fact, 85% of survey respondents said they shop in-store during a typical week. Those shoppers visit an average of three stores (not including grocery stores).

Shoppers seek info and deals on mobile.

The rise of mobile has transformed the experience. Survey founds that shoppers prefer to consult their phones while they're in a store instead of talking to the store's employees. More than two out of three (69%) said they would rather review a product on their phone than speak with an in-store associate.

"53% said they would choose to look for discounts and offers on their phones instead of consult an associate."

69% said receiving a personalized offer on their phone that they can use in-store would make them more likely to visit a physical retail location. To access those offers, nearly half of Americans have an app that collects deals and discounts across retailers on their smartphone.

Another striking finding from the survey is that consumers who make an in-store purchase often start their shopping journey on another channel. More than half (53%) typically begin their shopping journey online versus 45% in a physical store.

The takeaway engage shoppers online and offline.

Respond to consumers' desires to research and seek discounts on mobile before completing purchases in physical stores. Retailers can use web content to create, distribute and validate offers to help drive in-store traffic.

www.24SaRL.ch creates change. We will help you to improve, develop and manage your customer service.

Diplômé de l'université de Berkeley aux Etats Unis. Formation et conseil en marketing direct (CRM). Formateur diplômé FSEA du brevet fédéral de formateur pour adultes.

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