managing expectations of the retail omnichannel. consumers expect retailers to give them the same offering and experiance across all channels

1. Sources
• http://newsroom.accenture.com/news/accenture-study-shows-us-consumers-want-a-seamless-shopping-experience-
across-store-online-and-mobile-that-many-retailers-are-struggling-to-deliver.htm
• http://rsrresearch.com/wp-content/uploads/2013/06/2013_XChannel_rpt_RSR.pdf
• http://www.gartner.com/newsroom/id/2504915
• http://www.retailtouchpoints.com/mobile/2627-ihl-group-dissects-mobile-pos-hype
• http://www.chainstoreage.com/article/it%E2%80%99s-time-address-out-stocks
• http://www.retailtouchpoints.com/in-store-insights/1647-ihl-report-shows-818-billion-lost-annually-in-global-retail-inventory-distortion-
• http://www.slideshare.net/helpscout/75-customer-service-facts-quotes-statistics
• http://www.retailtouchpoints.com/in-store-insights/2814-40-of-consumers-shop-online-to-avoid-uninformed-associates
See where else NEC can help you improve the in-store shopping experience.
www.necretaildirection.necam.com/WellConnected
Omnichannel
Expectations
POS Updates
Mobility
Inventory
Management
Employee
Empowerment
POS Updates
Inventory
Management
Employee
Empowerment
47%of retail employees say
they’re unfamiliar with the products they
are selling.
Consumer Trend
64%of consumers won’t purchase
something again if they are very dissatisfied
with a customer service interaction.
Retailer Response
Although technology can help enrich the in-store
shopping experience, store associates still play a
vital role in a successful browsing and buying
journey. But are retailers giving employees what
they need to succeed?
Employee Empowerment
?
Retailers lose $818 billion
annually due to inventory distortion.
Out-of-stocks make up
56%, or $456.3
billion, of this total loss.
Consumer Trend
Up to13% of shoppers
leave a store without making an intended
purchase due to out-of-stocks.
Retailer Response
To keep consumers in a store, retailers
must ensure their inventory levels are
aligned with store- and chain-wide demand.
Inventory Management
33%of retailers
have no plans to implement
handheld mobile POS
devices within the next
three years.
Consumer Trend
The market will be worth
$721 billion,
Retailer Response
Smartphones have become consumers’
shopping companion of choice. But overall,
retailers are not empowering associates or
engaging customers using mobile devices.
Mobility
Mobility
with more than
450 million users,
by 2017.
Only 41%of retailers believe
implementing a more modern POS
platform is very valuable in achieving
omnichannel excellence.
Consumer Trend
14%of consumers would
like to use a mobile device instead of
a credit card.
Retailer Response
New tools and technologies are emerging to make
shopping quick and easy. Retailers can create a
great experience for time-starved consumers by
offering more flexible payment options in stores.
POS Updates
Thankyou!
37%of retailers say
store systems are too difficult
to change and adapt to an
omnichannel strategy.
Consumer Trend
49%of consumers believe
the best thing retailers can do is better
integrate in-store, online and mobile
shopping channels.
Retailer Response
Consumers expect their favorite brands
and retailers to deliver a consistent and
memorable experience across all channels.
Omnichannel Expectations
27%say budgetary
constraints prevent them from
moving forward.
Omnichannel
Expectations
How To Keep Pace With New Customer Demands In Stores
Consumers’ browsing and buying behaviors are evolving at a rapid pace.
In fact, they are starting to become more empowered and knowledgeable
than store associates! Following are a series of consumer expectations,
and how retailers are responding to create a compelling and memorable
shopping experience.
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