Comments on: Consumers continue to lack loyalty when multi-channel shopping http://www.internetretailing.net/2010/01/consumers-continue-to-lack-loyalty-when-multi-channel-shopping/ News, insight and analysis for Europe's ecommerce and multichannel retail professionals Thu, 09 Feb 2012 14:07:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Shoppers on the web still lack loyalty — Webloyalty Bloghttp://www.internetretailing.net/2010/01/consumers-continue-to-lack-loyalty-when-multi-channel-shopping/comment-page-1/#comment-4698 Shoppers on the web still lack loyalty — Webloyalty Blog Tue, 23 Feb 2010 10:21:01 +0000 http://www.internetretailing.net/?p=2714#comment-4698 [...] GSI Commerce’s recent Multichannel Retail Report reveals that web retailers face big challenges when it comes to securing and maintaining web shoppers’ loyalty, writes Internet Retailing. [...] [...] GSI Commerce’s recent Multichannel Retail Report reveals that web retailers face big challenges when it comes to securing and maintaining web shoppers’ loyalty, writes Internet Retailing. [...]

]]> By: Philip Oakleyhttp://www.internetretailing.net/2010/01/consumers-continue-to-lack-loyalty-when-multi-channel-shopping/comment-page-1/#comment-3901 Philip Oakley Fri, 05 Feb 2010 11:18:04 +0000 http://www.internetretailing.net/?p=2714#comment-3901 Terry hits the nail on the head, we are all aware of the challenges in creating brand consistency across each of your customer interaction channels but frankly the consumer isn't interested in the retailers challenges. If they are in store they want to find the product, if they can't the minimum expectation is to ask someone who can direct them/check stock. Online access kiosks are a great way to offer the customer an alternative if it's not in stock. Online shoppers are hellishly impatient and expect the same service online as in store, so the ability to connect with them while they are online will become paramount to the success of your online store. Live Help solutions, both chat and live voice help recreate the instore customer experience online. Terry hits the nail on the head, we are all aware of the challenges in creating brand consistency across each of your customer interaction channels but frankly the consumer isn’t interested in the retailers challenges. If they are in store they want to find the product, if they can’t the minimum expectation is to ask someone who can direct them/check stock. Online access kiosks are a great way to offer the customer an alternative if it’s not in stock.

Online shoppers are hellishly impatient and expect the same service online as in store, so the ability to connect with them while they are online will become paramount to the success of your online store. Live Help solutions, both chat and live voice help recreate the instore customer experience online.

]]> By: Terry Hunter, MD, CyberDMGhttp://www.internetretailing.net/2010/01/consumers-continue-to-lack-loyalty-when-multi-channel-shopping/comment-page-1/#comment-3878 Terry Hunter, MD, CyberDMG Thu, 04 Feb 2010 16:19:45 +0000 http://www.internetretailing.net/?p=2714#comment-3878 A consumer’s their relationship with a retail brand is seamless. Whether they are online, in-store or browsing a catalogue, they expect the same brand experience, stock range and level of service however they engage. Yet even now we are seeing that different elements of the same brand are viewed internally as separate businesses, and this disjointed approach can derail consumer engagement and desire to spend. Retailers need to arrange their businesses to mirror how customers want to interact and shop. Having online access in-store is just one way that a retailer can bridge this gap, it is an easy way to add an additional route to finding the products customers want. But it in-store access to an online can also help bridge the gap for those customers that don’t access the internet as well, further broadening a retailers reach of potential customers. A consumer’s their relationship with a retail brand is seamless. Whether they are online, in-store or browsing a catalogue, they expect the same brand experience, stock range and level of service however they engage. Yet even now we are seeing that different elements of the same brand are viewed internally as separate businesses, and this disjointed approach can derail consumer engagement and desire to spend. Retailers need to arrange their businesses to mirror how customers want to interact and shop. Having online access in-store is just one way that a retailer can bridge this gap, it is an easy way to add an additional route to finding the products customers want. But it in-store access to an online can also help bridge the gap for those customers that don’t access the internet as well, further broadening a retailers reach of potential customers.

]]>