Profiting from your customers' desired all-channel experience
In a new report, titled “Digital Shopper Relevancy,” Capgemini surveyed 16,000 digital shoppers across 16 developing and mature markets about their use of different channels and devices for shopping. The study demonstrated that shoppers are not loyal to one channel but expect a seamless integration across online, social media, mobile and physical stores.
60% of respondents declared they expect the convergence of retail channels to be the norm by 2014. However, achieving this will be a challenge, as more than half of shoppers said that most retailers currently are not consistent in the way they present themselves across channels.