Data Shows Retail Is Missing Its Potential for Omnichannel
The modern shopper’s journey lacks a common thread between digital and physical experiences
January 15, 2018
BOSTON, MA – JANUARY 15, 2018 – NewStore, a modular cloud platform built to accelerate end-to-end omnichannel for specialty retailers, today released the Omnichannel Report, which reveals a stark disconnect between consumer expectations and retail’s ability to deliver omnichannel. Researchers mirrored a modern shopping trip, evaluating mobile websites, native apps, and in-store technology at 140 luxury, lifestyle, and apparel brands to find the end-to-end experience consumers desire does not exist.
“The power to affect serious change in retail begins and ends with consumers. They don’t compartmentalize experiences based on channels—it’s all one brand to them,” said Phil Granof, CMO, NewStore.
The majority of consumers prefer to buy from a brand that leverages their customer profile and past shopping behaviors to enhance their current experience. Yet, the Omnichannel Report found that only 19% of brands offer clienteling information to store associates.
“Physical and digital retail are still worlds apart,” said Stephan Schambach, Founder and CEO, NewStore. “The brands that will win are those that aim to create a store experience like Apple with the shopping convenience of Amazon.”
Notable findings from the NewStore Omnichannel Report show why retail is struggling to deliver on consumer expectations:
- Product Recommendations & Upselling: only 1% of store associates practiced upselling or cross-selling based on customer purchase behavior or browsing behavior.
- Shared Shopping Cart: a mere 7% of brands offer shared access for store associates to view a customer’s online shopping cart.
NewStore is a modular cloud platform built to accelerate end-to-end omnichannel for specialty retailers. With pre-built connectors into major commerce platforms and intuitive apps for store employees, NewStore delivers the highly personalized and frictionless shopping experience demanded by today’s mobile-first consumers. Retailers have the freedom to choose their own path, beginning with clienteling, endless aisle, mobile payments, order management, or store fulfillment. NewStore was founded by Stephan Schambach, who previously invented the first standard software for online shopping and founded Demandware (now Salesforce Commerce Cloud). The company is located in Boston, New York, and Berlin. Learn more at www.newstore.com.
Director of Corporate Communications, NewStore