2018 Retail Research Report

Consumers say Digital Influences up to 75% of Pre-store Visits and is Leveraged in 46% of In-store Shopping Experiences.

Rapidly evolving customer expectations and digital technologies are driving a major transformation in the retail industry. The Retail’s Digital Crossroads: The Race to Meet Shopper Expectations report, based on research conducted by Incisiv, combines findings from surveys of 1,212 retail consumers and 60 retail executives to understand the effect digital has on the shopping experience.

Consumers are more likely to shop at retailers that align next-gen technologies to their digital preferences, however, in many cases, retailers don’t offer the capabilities that impact consumers’ shopping preferences.

Proximity-triggered Mobile Coupons – Consumers value digital discounts and promotions on their mobile devices.

  • 65% of customers would more likely shop at a retail brand that offered this capability
  • 8% of retailers offer this capability

Augmented Reality Experience – Many consumers appreciate the opportunity to see products in a virtual environment.

  • 48% of customers would more likely shop at a retail brand that offered this capability
  • 15% of retailers offer this capability

Automated Returns Process – Consumers expect the returns process to be easy and frictionless.

  • 68% of customers would more likely shop at a retail brand that offered this capability
  • 8% of retailers offer this capability