Internet retailers, you need to know where the industry is going in 2017. What are your customers expecting in customer service? How are your competitors planning to meet customer expectations? What’s the next big thing in internet retail?
Fortunately, you can find out what the future holds for internet retailers in a new report from Boston Retail Partners (BRP), which details results from their 2016 Digital Commerce Benchmark Survey. The survey examined the digital commerce priorities and initiatives for top North American retailers, and reveals key trends around:
- “Start anywhere, finish anywhere” shopping
- Unified commerce platform
- And more
Among the key trends identified by the survey:
- 50% of internet retailers plan to have customer-identifying technology with their stores in two years
- 75% will host a single shared cart across channels within three years
- 50% will offer “start anywhere, finish anywhere” within five years
“Today’s unified commerce imperative moves the heart of the transaction to a centralized platform,” says Jeffrey Neville, vice president, BRP. “This allows the retailer to become more innovative and agile with their digital commerce offerings to further enable a personalized customer experience.”
According to the report, customers want personalized services. A recent survey by Salesfloor, online shopping has redefined the standards for the retail customer experience and capabilities. The online shopper is now accustomed to a plethora of convenient options available for product research and to receive personalized recommendations as the digital and physical retail worlds converge.
Similarly, the report finds that the pervasiveness and user-friendliness of mobile devices offer tremendous opportunities for the customer to take control of her own retail experience across channels. Mobile purchases are still a small percentage of overall retail sales, but are continuing to grow.
According to a recent article in Forbes, Adobe reported that through early December, half of web traffic and 30% of retail sales came from mobile sites.
Make sure that your company is up to date on the trends for 2017—get this informative report now.