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BizReport : Ecommerce : July 10, 2012
Motorola Solutions: Better in-store experience makes for better sales
This should come as no surprise to most retailers but experience makes the sale, for many consumers. In-store experience, online experience. The simpler it is for a shopper to find a product and make a purchase the more likely they are to return to that store and tell friends about that store. Still, new data from Motorola Solutions finds the in-store experience needs to be better for many retailers.
According to a recent Motorola Solutions survey many retailers are pushing into the mobile space to improve the customer experience in-store. The data indicates over the next five year retail will change like this:
• 42% of retailers believe sales will come from online, mobile and social commerce
• 51% believe customer service will be more important than ever and plan to beef up this area
• 2 in 5 retailers believe 'inability to find a product' causes customer dissatisfaction
• 18% plan to offer mobile/portable points of sale in the next 5 years
• 37% do not have wireless 'currently available' in store
• 39% already offer mobile purchasing with ship-to-home options
• 59% expect to offer mobile purchasing/shipping options by 2017
One potential major issue remains the inability to customize a shopping experience. Of those surveyed most (75%) said they 'do not know' when a specific customer is in a store and 85% report an inability to provide a customized experience. In addition 89% say they 'are unable to connect' shoppers online activities with current in-store actions.
Motorola conducted a blind, online survey to come to their results.
Tags: ecommerce trends, m:commerce, mobile commerce, mobile marketing, Motorola Solutions
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