Webrooming is the latest phenomenon impacting the online retail industry. In just the last year the majority of shoppers (78%) have participated in webrooming when they look up products online, but then choose to buy them in a physical store.
UK retailers are missing out on consumers’ huge appetite for joined-up shopping because they’re not yet geared up to keep pace with changing buying habits, according to research from digital customer experience agency Rockpool.
Near-universal mobile phone access, social media and the birth of the Internet of Things are hampering attempts by retailers to create a truly omnichannel customer shopping experience. Personalisation is crucial to success, but according to the survey a massive 80% of customers still don’t see evidence of it in their on and offline shopping visits.
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— Branded3 (@Branded_3) April 18, 2016
— Majestic (@Majestic) April 28, 2016
Possessing the ability to utilise multi-channel engagements to gain a better understanding of customer behaviours is still one of the business outcomes brands are tirelessly aspiring to achieve. Especially their ability to then feed that into the customer journey.
One of the biggest challenges to effective multichannel management comes down to how businesses are structured, especially when it comes to the marketing department. Despite phrases like “an integrated approach” repeatedly coming up in conversation, channel activity is still largely siloed, in our experience. The search team doesn’t collaborate with the social team, whilst the email team doesn’t necessarily get insight from other aspects of the business, which would help inform the overall message being sent.
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