This infographic is based upon research on people’s social engagement with retailers by Exact Target.
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Evolving Shopping Patterns for Electronics
According to eMarketer: “Many consumer electronics retailers and manufacturers are struggling. A new eMarketer report, ‘Consumer Electronics: The Path to Purchase, Reinvented,’ finds that their traditional products face significant disruption from the ascent of smartphones and tablets, both of which provide a number of the functions that several different older devices once did. There is a bright spot, however. While the industry overall is struggling, sales of consumer electronics on the web are growing smartly.”
Click the chart to learn more.
Posted in Online Retailing, Part 3: Targeting Customers and Gathering Information, Part 5: Managing a Retail Business, Part 6: Merchandise Management and Pricing, Technology in Retailing
Tagged consumer electronics, customer expectations, eMarketer, experiential retailing, merchandising, multichannel, online shopping, opportunity, shopping, smartphone, tablet, technology, trends
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Retail Trade-Offs: Self-Service Vs. Human Service
In order to streamine costs to better compete with online retailers and to increase their profit margins, more and more retailers have turned to self-service. While shoppers like this in some situations, (a) there are many instances where they want human contact and (b) the retailers are giving up another competitive advantage.
As Mike Cearley observes at selfserviceworld.com: “I’m all for self-service, interactive ordering and ticketing, and the like. But the balance with this sort of technology, out in the real world like this, is how much it takes away from or supplements customer service. That’s right: good, old fashioned customer service.”
Click the image to read more from Cearley.
Posted in Part 1: Overview/Planning, Part 5: Managing a Retail Business, Part 6: Merchandise Management and Pricing, Part 7: Communicating with the Customer, Technology in Retailing
Tagged customer expectations, customer loyalty, customer service, experiential retailing, multichannel, online shopping, opportunity, self-service, trends
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