SEPTEMBER: OMNICHANNEL SHOPPING

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Consumer expectations for a seamless, cross-channel shopping experience are quickly outpacing retailers’ abilities to meet those preferences. Even though business owners are aware of the demand for a consistent customer experience, many are struggling to integrate multiple channels into one solution. This infographic examines the gap between consumers’ expectations and where retailers say they are in providing an omnichannel experience.

71% of consumers assume they can view in-store inventory online, while 50% assume retailers will let them buy items online and pick them up in-store. Source: Forrester

Last year, 11% of retailers said they provide a consistent customer experience across channels and 22% said the synchronization process is still in progress.(Source: Retail Systems Research)

Smartphone devices influenced $593 billion, or 19% of all in-store retail sales last year, up from

5% or $159 billion of in-store sales in 2012. (Source: Deloitte)

Digital technologies influence 36% or $1.1 trillion of in-store retail sales, and this number is expected to reach 50% of in-store sales by the end of 2014. (Source: Deloitte)

1to1 ®

mediaa division of Peppers & Rogers Group

Only 6% of retailers reported no significant barriers

to becoming an integrated omnichannel company.

(Source: Forrester)

28% of grocers

34% of fashion retailers

44% of durables and consumer electronic retailers said they struggle to integrate new processes driven by cross-channel strategies into the store, versus:

and

(Source: Retail Systems Research)

To read more about Omnichannel Shopping, go to: “Omnichannel Is the New Black”