RIS News and Cognizant have published a report on the state of the shopper experience in 2014. More than 5,300 respondents in the United States, the United Kingdom, Germany, and China were surveyed.
As RIS News’ editorial director Joe Skorupa notes at the beginning of the report:
“The insights and recommendations highlighted in this study are intended to help retailers focus on what is important to consumers by analyzing the likes and dislikes shoppers express with the shopping experience. The aim is to help retailers prioritize investments that range from in-store and online interactions to omnichannel integration and flexible fulfillment.”
“The overarching themes that emerge are that retailers should strive to make shopping quick and easy, offer high value products at affordable prices, and avoid mistakes that disappoint shoppers. To help retailers accomplish these goals, this report uncovers practical tips and methods retailers can deploy.”
“By finding areas where retailers are underutilizing their capabilities — such as mobile apps — or poorly delivering them — such as loyalty programs — our intent is to highlight gaps that can be closed to produce revenue growth and satisfied customers. Looked at in a proactive way, gaps are really opportunities by another name.”