17/11/2022
What's become clear is that the retail journey begins online, and retailers without an online presence are missing out. In many ways the physical store has become an extension of the online experience. We're seeing click-and-collect facilities appearing in stores where a consumer has made a purchase online and is simply using the store as a collection point. Successful retailers are those who see this as an opportunity, rather than a further sign that their bricks and mortar strategy is failing.
AROUND 85% OF THE ONLINE SEARCHES LEAD TO A PURCHASE, WHICH MAY BE COMPLETED EITHER ONLINE OR OFFLINE.
In the midst of this challenging environment, we are seeing significant innovation by retail brands who have adopted technology to bridge that gap between the online and physical world. According to Google 85% of online shoppers start a purchase on one device and finish on another. This is why we're working with our retail customers to help them build a successful omni-channel strategy. Some of our standout customers are allowing consumers to seamlessly flit between channels in order to complete their buying journey. In the UK for example, we're working with a leading retailer to effectively blur the lines between digital and physical. Their online customer support facility is real-time video chat with a real person. This sophisticated blend of online and real-world works to supplement the convenience of the online channel and encourages repeat business and customer loyalty.
