are bringing much higher expectations for digital access and services into the
store with them according to research Cisco released for NRF, and retailers
will need to figure out how to meet these new expectations.
Poor customer service drives shoppers to showrooming - not just price - according to a new Kellogg School survey. Watch out for those retailing basics, they're critically important and easy to overlook.
Our retail Guidance for 2013 paper focuses
on the most significant changes taking place among shoppers today. It
identifies six key shopper trends, examines insights they reveal, and offers
guidance for retailers on how to respond in the short and long term. “Responding to shoppers is the
most crucial component of successful retail strategies, and these six trends
point the way,” says Bill Bishop, Chief Architect of Brick Meets Click.
The paper addresses shopper changes
involving promotions, value capture, peer influence, stores, reliance on
digital feedback, and online ordering confidence.
Grossman says the best way to understand the Home Shopping Network today is as a multichannel
retailer operating on TV, Web, catalog, mobile and social platforms. "We
don't even refer to ourselves as a TV shopping network anymore."
Thanks to the web, zone pricing practices now include past purchase history, browsing
history, estimated geolocation, and cost of doing business. Are we approaching the limit of acceptability for shoppers?
Online merchants use data to measure EVERYTHING about their shoppers, while brick-and-mortar retailers have traditionally limited themselves to POS data. Those days are over. Jan Davis talks about how Big Data is moving inside the store.