Sixty-six percent of shoppers are more likely to purchase at retailers that offer in-store mobile technology, an increase of 52 percent year over year, according to a SOTI poll of consumers. As many as 73 percent of respondents view the availability of in-store mobile technology as a signal of better customer service and loyalty, up 26 percent from the previous year.
Customer and retailer perceptions and expectations are not aligned, and many retail stores lack the essential technology to measure and apply shopper data across all channels, says a study released by RetailNext, a provider of retail industry analytics technology.
At a time when businesses continue to expand their use of data, fifty-three percent of so-called customer experience executives do not use big data to improve strategy, according to a new survey by Consero Group.
Beacon marketing platform provider Swirl Networks found that few retailers are tailoring their messages successfully across in-store and digital platforms, but rather are pushing irrelevant content. In fact, only 25 percent of consumers say that brick-and-mortar retailers regularly demonstrate an understanding of their individual preferences.
Noelle Walsh, corporation vice president of supply chain with The Dow Chemical Company, outlines the chemical industry giant's efforts to become more customer-focused, while synchronizing its supply chain upstream to suppliers, and downstream to customers.