Infographic: Are Australian retailers getting the in-store experience right?
Not only do today’s shoppers expect a great service experience, they want it to be integrated and harmonised across channels. According to recent research by Manhattan Associates, three quarters of shoppers say they expect a consistent cross-channel shopping experience, yet just 14 percent claim to enjoy such an experience today. With 82 percent stating they expect their online experience to be duplicated in store, and 78 percent saying they feel they know more about the products and services in store than the store associate, it is clear where the consumer thinks retailers need to invest.
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