Home / Knowledge / News / Information Technology / Consumers expect seamless omni-channel experience – Kronos
Consumers expect seamless omni-channel experience – Kronos
06
Nov '13
A new survey, titled "Holiday 2013: Top Trends to Watch" commissioned by Kronos Incorporated and conducted online by Harris Interactive, reveals that it will take an average of 2.2 negative experiences for Americans to stop purchasing from a retail brand — across any channel.

Underscoring the urgency of a seamless omni-channel experience, more than two-thirds of Americans (68 percent) agree that a negative shopping experience within a single channel negatively impacts their perception across all shopping channels including physical stores, online, mobile, phone centers, and catalog.

News Facts

The "Holiday 2013: Top Trends to Watch" survey findings add to the growing industry evidence that shoppers will make purchasing decisions leveraging multiple channels this season. In fact, 66 percent of Americans said that they will order online and ship to home or offices – and 25 percent noted that they will order online and pick up at stores.

The new survey also shows that a key target demographic for retailers — millennials — are especially influenced by negative experiences. 78 percent of men and 80 percent of women representing this demographic are likely to completely stop shopping at a retailer as a result of a negative shopping experience across any channel.

Regarding factors that contribute to positive shopping experiences across all channels, the top three as identified by American consumers as being at least somewhat important are: inventory availability (98 percent); speed of delivery and pick up (96 percent); and sales associate interaction (90 percent).

Interestingly, 79 percent of Americans who shop in stores believe that interaction with knowledgeable, friendly sales associates while shopping, picking up an online order, or even returning an item, are at least somewhat likely to make them purchase an additional item, beyond their original intended reason for going to the store.

Supporting Quotes

Liz Moughan, director, retail and hospitality practice group, Kronos

"The margin of error when it comes to customer satisfaction and brand loyalty is continually shrinking and the new survey puts some hard numbers around this disposition in retail. The combination of the government shutdown, a millennial population to appease, and the need to get a handle on omni-channel could make this holiday season a difficult one for many retailers.

"Fortunately, many have embraced the power of omni-channel and are well positioned to capture the wallets of consumers not just during the holiday season, but keep shoppers loyal to their brand well into the future."

Kronos


Must ReadView All

Textiles | On 20th Sep 2017

India needs to double cotton farmers’ income: top official

India needs to double the income of cotton farmers and non-farmers...

Textiles | On 20th Sep 2017

Pakistan seeks more JVs with China: textile minister

The Pakistani Government wants to forge more joint ventures (JVs)...

Apparel/Garments | On 20th Sep 2017

Egypt’s garment exports touch $941 million in 8 months

Egypt's garment exports touched $941 million in the first eight...

Interviews View All

Top executives
Textile industry, India

Such fairs are a must for industry to showcase new innovations

Deepak Jain
Baggout

We are using Facebook and Instagram to promote ourselves

Awen Delaval
Samatoa

'Natural fibres are appreciated for traditional authenticity'

Ashok Desai
Bombay Textile Research Association

Bombay Textile Research Association (BTRA) is a leading name in textile...

Steve Cole
Xerium Technologies

Steve Cole of Xerium Technologies discusses the industry. Xerium is the...

Kevin Nelson
TissueGen

Kevin Nelson, Chief Scientific Officer, TissueGen discusses the growing...

Ritu Kumar
Label Ritu Kumar

‘Classics will return’ "There are a lot of people wearing western clothes ...

Karan Arora
Karan Arora

Bridal couture created with rich Indian heritage, exquisite craftsmanship...

Wendell Rodricks
Wendell Rodricks

"We should not compare India and the West. There are things we do that...

Press Release

Press Release

Letter to Editor

Letter to Editor

RSS Feed

RSS Feed

Submit your press release on


editorial@fibre2fashion.com

Letter To Editor






(Max. 8000 char.)

Search Companies





SEARCH

September 2017

Subscribe today and get the latest update on Textiles, Fashion, Apparel and so on.

news category


Related Categories:

Planning to Take the Leap towards
Sustainability?

Do you see sustainability as a route to business growth?

Yes No

Do you think the sustainability space has the needed tools and resources available for a business to lead change?

Yes No

Active Poll

Do you see sustainability as a route to business growth?

Yes
74.5%
No
12.8%
Skip
12.8%

Total Votes: 47

Do you think adopting a sustainable approach will be a profitable move for your business?

Yes No

Active Poll

Do you think the sustainability space has the needed tools and resources available for a business to lead change?

Yes
61.7%
No
25.5%
Skip
12.8%

Total Votes: 47

Do you want the world to know about your sustainability journey and your business’ environmental footprint?

Yes No

Active Poll

Do you think adopting a sustainable approach will be a profitable move for your business?

Yes
87.2%
No
6.4%
Skip
6.4%

Total Votes: 47

Thanks for your valuable feedback. Claim your free latest sustainability e-book.

Active Poll

Do you want the world to know about your sustainability journey and your business’ environmental footprint?

Yes
70.2%
No
10.6%
Skip
19.1%

Total Votes: 47


E-News Insight
Subscribe Today and Get the
Latest News Update in Your Mail Box.
Advanced Search