For retailers, the integration of digital and physical shopping means they’re connecting with shoppers in more ways than ever before. The good news is that this gives retailers more chances to prove they recognize, understand and value shoppers. The bad news? Retailers have a short window to impress them before they walk away: 74% of shoppers say it takes no more than three bad experiences to abandon a brand.
To keep up, retailers are racing to find new ways to compete. They see opportunities in customer service, ecommerce and personalization. The challenge? Achieving their goals requires a heavier reliance on data, insights and technology — and the retailers that don’t keep up risk getting left behind.
For the fifth edition of the Connected Shoppers Report, Salesforce surveyed 2,400 shoppers and 1,125 retail leaders to learn about the consumer shopping trends shaping the industry.
Check out the full report to discover:
- How digital experiences and tools are changing brick-and-mortar shopping;
- How retailers plan to use data to engage shoppers; and
- Why customer service is the unsung hero of loyalty.
