|[December 10, 2015]
Report: Stores Lag Behind eCommerce Sites in Consumer Personalization
A comprehensive retail market report titled "Great Omnichannel
Expectations," reveals that the physical store is falling short of
meeting consumer expectations for personalization. Commissioned by iVend
Retail™, a leading provider of omnichannel retail software by CitiXsys,
the report provides insight on how retailers can deliver experiences
that meets the expectations of today's shopper.
The report, based on a survey of 1,000 U.S. and Canadian consumers,
reveals that while the physical store is still the most profitable
channel for retailers, it has room for improvement when compared to the
personalized experience consumers receive while shopping online.
Consumers have become conditioned by the convenience of eCommerce. It is
essential for retailers to integrate many of the features consumers are
experiencing while online shopping, such as targeted deals and
"When consumers shop online, they receive an individualized experience -
including loyalty offers or recommendations tailored to their specific
preferences. While many retailers have made strides in this area, their
efforts have not yet fully translated to the physical store, where the
consumer is more anonymous," said Tim Barton, Director of Strategic
Accounts at CitiXsys. "The findings of this survey and the accompanying
report can help retailers make smarter technology investments that will
allow the store to perform more strategically."
Some key themes and findings from the report include:
For convenience, online still rules. A significant majority of
consumers said they find shopping online more convenient than in a
store. A key concern for consumers is that the online shopping
experience feels more personal.
More personalized loyalty offers and mobile point of sale would
improve the store experience. More than four out of ten consumers
would like exclusive offers sent to their phone when they enter a
store. There is also interest from consumers in having sales
associates use tablet devices to take payments so that they can avoid
the checkout lines.
For many retailers, outdated loyalty programs are a missed
opportunity. Consumers missing out on loyalty points or coupons
before the expiration date is a growing concern that retailers can
address by offering digital loyalty programs.
Nearly half of consumers are doing online research before they
visit a store. Retailers must ensure their physical store is well
integrated with their digital presence to cater to these informed
For more information, visit https://www.ivend.com/great-omnichannel-expectations/.
About iVend Retail
iVend Retail is the omnichannel retail management solution for the way
retailers work today. It delivers a fully integrated solution designed
to enable change, not just built to last. iVend Retail innovates retail
technology, providing a technically-superior solution and offering open
APIs which can be integrated broadly with leading ERPs and
customer-facing applications. For more information about iVend and
CitiXsys, please visit www.ivend.com.
With more than 1,000 customers in over 45 countries using its products
and solutions, CitiXsys is a leading provider of software products for
the retail sector. CitiXsys has its corporate headquarters in New York
and offices in Toronto, Mexico City, Panama City, London, Dubai, New
Delhi, Singapore, Sydney and Melbourne.
View source version on businesswire.com: http://www.businesswire.com/news/home/20151210005731/en/
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