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While investment continues to provide a sophisticated online and mobile shopping experience, retailers should be careful not to underplay the evolving nature of the physical shopping experience. The report shows that consumers still like visiting physical stores, despite the fact that they increasingly shop online. However the motivation bringing consumers to store has shifted to try products before purchasing, the in-store experience and face-to-face interactions. By responding with innovative physical premises – enabled by new digital technologies – retailers can remain competitive.
With m-commerce enabling shoppers to compare prices of almost any product, and with peer reviews on social media empowering them further, the consumer has more choice and information than ever before. The young generation also expects retailers to respond quicker to their complains especially via email and social media.
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