Are UK retailers getting the in-store experience right?

1 in 5 consumers want store associates to give them expert personalised advice…

vs.

…And 1 in 5 UK retailers already have tools in place for achieving this.

Consumer Expectations Reality

FACT! 64% of UK retailers have made getting a single view of the customer and supporting staff with personalisation tools a priority for 2017.

64% Expectation #2: Consumers want a seamless channel experience

68% of UK consumers now expect the same high-quality retail experience whether shopping in-store or online…

…Yet 61% find their shopping experience differs between channels

Expectation #3: Consumers want knowledgeable, helpful store associates

33% of UK consumers rate in-depth product advice as their top reason for visiting a store…

…However, 70% feel they often know more about a product than store associates

Expectation #4: Consumers want their total

lifetime value to be recognised and rewarded

FACT! Consistency is UK consumers’ highest valued loyalty driver

51% of UK consumers think a connected, reliable service is the best way for retailers to win their loyalty…

… And 1 in 3 UK retailers plan to deliver frictionless capabilities to fulfil orders from all channels this year.

Meeting UK shoppers’ in-store expectations: where to start

1. Gain a holistic data view of shoppers, orders and inventory to provide a platform for connected commerce experiences

2. Use technology and data to bring greater digital interaction to the store

3. Invest in the technology and training that will allow store associates to become ‘trusted experts’

4. Prioritise technology that will enable front-line staff to provide greater personalisation within store encounters

For more insights and advice, download our latest report:

Great Expectations: What European consumers want from the store – and how can retailers deliver on it

Why take our advice? Manhattan Associates’ Omni-channel Central Solutions bring the personalisation, convenience and agility of the online channel directly to the store floor, creating even more fulfilling and immediate interactions with every customer.www.manh.com

Expectation #1: Consumers want their personal requirements to be addressed