Digitally driven in-store purchases are an integral source of competitive advantage for bricks and mortar retailers that can setup the ideal omni-channel systems.
As we have pointed out in several of recent sites, research reveals Australian shoppers still prefer an in-store touchpoint as part of the purchasing journey as opposed to an online-only buy experience. However, what we want to concentrate on in this guide is the fact that they are getting to be increasingly influenced by electronic media to direct which merchant (s) to cover an in-store trip to and what they mean to buy when they arrive.
In 2014, less than 50 percent of clients were affected by electronic when shopping in-store. In 2015, that number leapt to 64%, and it has continued to rise through to 2019. Basically, consumers are mixing digital technologies with traditional shopping habits to increase the efficiency and effectiveness of the buying.
Consumers are using digital in Many ways to influence their buying decisions including:
- To receive inspired: around 70 percent of customers are finding inspiration from recommendations beyond the merchant’s sphere of influence — such as societal recommendations from friends, family members, blogs, social media and traditional media.
- To find appropriate suppliers — 61 percent of customers are using search engines and map applications (for example, Google Maps) to identify a selection of merchants that have the products they need and situated nearby
- To study a provider : 67 percent of shoppers are surfing the retailer’s website before purchasing in-store — a key reason being to obtain an indication of available inventory.
- To Click & Collect — Australian shoppers have a high use of Click & Collect; both important drivers being’to prevent home delivery charges (45 percent of shoppers)’, or as’it’s more suitable than home delivery (37 percent of shoppers)’
- To select and confirm : real client reviews and opinions play an increasingly large role in the modern shopping experience. 67% of consumers now shop after reading testimonials either on the merchant’s website, social networking, or third-party websites, before buying.
So, is the electronic existence helping or hindering your in-store visits?
To supply a digital experience that maximises your chance of getting in-store visits, you want to be certain you have the ideal omni-channel systems that fuse along with your bricks and mortar and online stores.
Click & Collect / Stock-In-Store Assess
By offering a well-designed Click & Collect and Online Stock Check system on your site, prospective customers have a way to ensure a neighborhood shop has stock available and then see so that they can find the products they want the identical day. This provides bricks and mortar retailers with a way to differentiate and compete against pure-play online brands by providing consumers faster access and also a cost saving on home delivery prices. It offers the reach and market coverage of eCommerce, the chance to differentiate on customer experience AND the higher average order values and life value possible of in-store.
But to live up to shopper expectations, retailers need reside, real time omni-channel systems in place that allow inventory across all their shops to be up to date and immediately reserved for collection once a Click & Collect purchase is made online. Where inventory isn’t available from the preferred pickup location for the client, best-of-breed systems allow stock to be moved from other local stores. This lowers the risk of internet abandonment due to the client not visiting a nearby place that they could pick from. A Google Maps integration provides a helpful way for your clients to find the distance to your nearest shops.
Shop products not being marketed on your eCommerce shop (or vice versa) — Endless Aisles
So as to increase sales potential and avoid a disconnect between what’s available in-store versus online, your site should show all products accessible across your organization operation — called Endless Aisles. By showing products on the internet that can’t be bought in-store or using products in-store that are not promoted online you’re creating unnecessary friction to the consumer and denying yourself possible sales.
Bricks and Mortar Retailers Have a Possible Competitive Advantage
The in-store encounter will continue to play a special role in the majority of shopping purchases, albeit combined with integrated digital channels to provide the best of both worlds. If bricks and mortar retailers can invest in the ideal digital systems and integrations for their physical stores, they’re well positioned to provide a superior customer experience above their online-only rivals. In-store workers that are empowered with the right product knowledge, inventory & fulfilment management, loyalty and customer service systems may offer efficiency and value to shoppers that is difficult to match with an internet only buying journey. A recent report by Adyen estimates there is a $92 billion chance at stake for bricks and clicks retailers who invest in the ideal omni-channel systems to make this happen.