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BRP Report: 82% of Consumers Shop Online Before Purchasing In-Store

Convenience Store News – Both physical and digital shopping environments are necessary to create a consistent brand experience across channels. According a report by to retail management consulting firm BRP, only 18% of retailers are focused on increasing the convergence of physical and digital shopping environments, despite 82% of customers shopping and reviewing products online before purchasing in-store.

Because e-commerce has elevated consumers’ expectations of the shopping experience, retailers must now provide service anytime, anywhere and any way customers’ desire.

Consumers now have more shopping options than ever before with more competitive pricing, greater merchandise assortments and faster delivery to get their desired product wherever and whenever. This makes the customer journey more complicated than ever before.

“Since consumers use digital devices throughout the shopping journey to research product information, compare prices and read consumer reviews, providing as much relevant information via the retailer’s website helps keep customers loyal to the brand,” said Jeffrey Neville, senior vice president and practice lead at BRP. “As e-commerce continues to represent a greater share of retailers’ revenue mix, it is imperative that retailers continue to enhance their online capabilities to keep up with their competitors that are just a click away.”

Read Full Article: BRP Report: 82% of Consumers Shop Online Before Purchasing In-Store

Ecommerce experience heightening consumers’ retail expectations

Luxury Daily – Consumers’ shopping habits are increasingly cross-channel, but new research finds retailers are putting more emphasis on consistency of experience rather than the convergence of their digital and physical channels.

According to a report from Boston Retail Partners, 82 percent of consumers have browsed or researched online before heading to a store to make a purchase. The more educated, ecommerce-connected consumer has raised expectations for retailers, calling for brands to ramp up their offerings to remain competitive.

“Ecommerce and mobile commerce has put additional information and enhanced functionality into the hands of both customers and associates,” said David Naumann, vice president of marketing at Boston Retail Partners. “This, in turn, has increased customer expectations as she now has more shopping options than ever before with access to competitive pricing, greater merchandise assortments and faster delivery.”

Read Full Article: Ecommerce experience heightening consumers’ retail expectations

Retailers prioritize mobile shopping experience

Retail Dive – More retailers are focused on creating a seamless shopping experience across all of their channels, and fewer retailers are blending their online and in-store shopping experience, according to a 2019 BRP report emailed to Retail Dive. Fifty-nine percent of retailers said they’re focused on consistent branding that carries across channels, but only 18% are focused on converging on and offline shopping environments, the report found.

More consumers are heading online for product information before they visit brick-and-mortar stores, according to the findings. Eighty-two percent of respondents shopped and reviewed products online and then bought goods at the store, and 62% of consumers said they compared prices online before going to a store.

Retailers are also working to improve their mobile shopping experience. Forty-five percent of retailer respondents said they were working on improving customer personalization and 41% said they are polishing their mobile shopping experience.

Read full article: Retailers prioritize mobile shopping experience

Ecommerce’s Effects Felt In Consumers’ Offline Shopping

PPAI Media – Ecommerce’s disruption of the shopping experience extends to brick-and-mortar purchases as well. A study conducted by retail management consulting firm BRP found that 82 percent of consumers shop and review products online before purchasing them in a store and warns that only 18 percent are focused on increasing the convergence of physical and digital shopping environments.

BRP’s research focuses on the customer journey as ecommerce has elevated consumers’ expectations of the shopping experience and retailers must now provide service anytime, anywhere and in any way customers desire. Consumers now have more shopping options than ever before with more competitive pricing, greater merchandise assortments and faster delivery.

“Since consumers use digital devices throughout the shopping journey to research product information, compare prices and read consumer reviews, providing as much relevant information via the retailer’s website helps keep customers loyal to the brand,” says Jeffrey Neville, senior vice president and practice lead at BRP. “As ecommerce continues to represent a greater share of retailers’ revenue mix, it is imperative that retailers continue to enhance their online capabilities to keep up with their competitors that are just a click away.”

Read Full Article: Ecommerce’s Effects Felt In Consumers’ Offline Shopping

Report reveals e-commerce opportunities for retailers

The Packer – A new report from BRP outlines some of the e-commerce opportunities for retailers. Retail consulting firm BRP found in a recent consumer survey that 89% of consumers browse merchandise online and 81% purchase merchandise online at least once per month.

BRP works with many retail sectors, so the findings of the survey provide insight into how people shop in general, not just how they shop for groceries. Eighty-two percent of respondents said they shopped and reviewed products online and then made their purchase in a store, according to the report.

“Today’s consumer is always connected and always on,” BRP wrote in its report. “The advent of e-commerce has elevated consumers’ expectations of the shopping experience, and retailers must now provide service anytime, anywhere and any way the customer wants it, or the customer will move on to the competition.”

Read Full Article: Report reveals e-commerce opportunities for retailers

Study: 82% of consumers review products online before purchasing in store

Frozen & Refrigerated Buyer – While 59% of retailers are focused on creating a consistent brand experience across channels, only 18% are focused on increasing the convergence of physical and digital shopping environments.

The advent of e-commerce has elevated consumers’ expectations of the shopping experience, and retailers must now provide service anytime, anywhere and any way customers desire. This makes the customer journey more complicated than ever before.

“Since consumers use digital devices throughout the shopping journey to research product information, compare prices and read consumer reviews, providing as much relevant information via the retailer’s website helps keep customers loyal to the brand,” says Jeffrey Neville, senior vice president and practice lead at BRP, Boston, Mass. “As e-commerce continues to represent a greater share of retailers’ revenue mix, it is imperative that retailers continue to enhance their online capabilities to keep up with their competitors that are just a click away.”

Read Full Article: Study: 82% of consumers review products online before purchasing in store

Study: Retailers see opportunity in online customer behavior

Chain Store Age – Most retailers expect their e-commerce revenue to increase, according to a new study from BRP, retail consulting firm. According to “The E-commerce Effect,” 74% of retailers expect an increase in e-commerce revenue next year, and 72% expect higher mobile website revenue. Less than half of retailers expect revenue growth from channels such as mobile app (49%), social media (47%), and brick-and-mortar (38%).

Online consumer shopping trends lend support to these expectations. Eighty-nine percent of consumers browse merchandise online and 81% purchase merchandise online at least once per month. Eighty-two percent have shopped and reviewed products online and then purchased them in the store, while 62% compare prices online before visiting a store.

Read Full Article: Study: Retailers see opportunity in online customer behavior

82% of Consumers Shop and Review Products Online Before Purchasing in a Store, According to New BRP Report

59% of Retailers are Focused on Creating a Consistent Brand Experience Across Channels to Support Omni-channel Shopping Journeys

Boston, MA – June 5, 2019– The advent of e-commerce has elevated consumers’ expectations of the shopping experience and retailers must now provide service anytime, anywhere and any way customers’ desire. Consumers now have more shopping options than ever before with more competitive pricing, greater merchandise assortments and faster delivery to get their desired product wherever and whenever. This makes the customer journey more complicated than ever before.

“Since consumers use digital devices throughout the shopping journey to research product information, compare prices and read consumer reviews, providing as much relevant information via the retailer’s website helps keep customers loyal to the brand,” said Jeffrey Neville, senior vice president and practice lead at BRP.“As e-commerce continues to represent a greater share of retailers’ revenue mix, it is imperative that retailers continue to enhance their online capabilities to keep up with their competitors that are just a click away.”

Consumers now start and stop their shopping journey in different channels and frequently shop for the same product across different retailers, via mobile, online or in-store. The customer expects a frictionless shopping experience across an entire brand and doesn’t want disruptions as they cross individual channels or locations.

While 59% of retailers are focused on creating a consistent brand experience across channels, it is surprising that only 18% are focused on increasing the convergence of physical and digital shopping environments. This seems like a disconnect, as converged physical and digital shopping environments are necessary to create a consistent brand experience across channels.

According to BRP’s SPECIAL REPORT: The E-Commerce Effect, retailers indicate the following are top unified commerce priorities:

  • Create a consistent brand experience across channels (59%)
  • Improve the online experience (52%)
  • Improve personalization (45%)
  • Improve the mobile shopping experience (41%)

To download the complete Special Report: The E-Commerce Effect visit:

https://brpconsulting.com/download/2019-special-report-ecommerce/

The special report’s platinum sponsors are enVista and Kibo and the gold sponsors are Aptos, ECRS, Fujitsu, LS Retail and PCMS.

About BRP

BRP is an innovative retail management consulting firm dedicated to providing superior service and enduring value to our clients. BRP combines its consultants’ deep retail business knowledge and cross-functional capabilities to deliver superior design and implementation of strategy, technology, and process solutions. The firm’s unique combination of industry focus, knowledge-based approach, and rapid, end-to-end solution deployment helps clients to achieve their business potential. BRP’s consulting services include:

Strategy | Business Intelligence | Business Process Optimization | Point of Sale (POS)
Mobile POS | Payment Security | E-Commerce | Store Systems and Operations | CRM
Unified Commerce | Customer Experience | Order Management | Networks
Merchandise Management | Supply Chain | Private Equity

For more information on BRP, visit http://www.brpconsulting.com.

Getting Chatty With Chatbots

E-Commerce Times – Chatbots have become an important part of the e-commerce shopping experience. They answer questions, provide information, and help customers along in their buying journey. Though they may never replace human beings entirely, they are central to many e-commerce-related interactions.

The chatbots that work best are those that are essentially human-like, and for that reason companies should hold their chatbots to the standards that apply to their human employees.

“Retailers should have the same expectations of a customer’s interaction with a chatbot as they do with their customer service representatives or sales associates,” said Jeffrey Neville, senior vice president and practice lead at BRP,  retail consulting firm.

“Chatbots should be human-like in their interactions and have a personality that matches the brand,” he told the E-Commerce Times. Chatbots also need to be able to remember past interactions with a particular customer and provide customized, relevant service.

“Like a good sales associate, they should remember past conversations, be tolerant of consumer’s typos and ambiguity, and be prepared to provide backup information for any question that can’t be answered completely,” explained Neville. “For example, ‘I’m sorry, but this part is not covered under your warranty — here is a link to our warranty policy.'”

Read Full Article: Getting Chatty With Chatbots

Richemont’s costly e-commerce investments lead to a tenuous boost

Glossy – In 2018, French luxury group Richemont made some major investments into the e-commerce space, acquiring Yoox Net-a-Porter and pre-owned watch seller Watchfinder, and now there’s some indication as to how those investments are paying off. On Friday, Richemont released its annual earnings report for fiscal 2019, showing what acquiring these two companies had done for Richemont as a whole.

The short version is that Net-a-Porter and Watchfinder, which Richemont chairman Johann Rupert referred to as “our online distributors,” have been significant boosts to the company’s overall earnings, but have only begun to justify the massive costs associated with acquiring and operating them.

“It is rare to find retailers that are exclusively physical or online, as consumers expect both,” said David Naumann, vp of marketing at Boston Retail Partners. “Richemont’s investment in luxury e-commerce companies has been a great way to diversify its portfolio from brand, product category and channel perspectives.”

Read Full Article: Richemont’s costly e-commerce investments lead to a tenuous boost 

Downloads

2019 Special Report – The E-Commerce Effect

82% of Consumers Shop and Review Products Online Before Purchasing in a Store

The advent of e-commerce has elevated consumers’ expectations of the shopping experience and retailers must now provide service anytime, anywhere and any way customers’ desire. Consumers now have more shopping options than ever before with more competitive pricing, greater merchandise assortments and faster delivery to get her desired product wherever and whenever. This makes the customer journey more complicated than ever before.

Since consumers use digital devices throughout the shopping journey to research product information, compare prices and read consumer reviews, providing as much relevant information via the retailer’s website helps keep customers loyal to the brand. As e-commerce continues to represent a greater share of retailers’ revenue mix, it is imperative that retailers continue to enhance their online capabilities to keep up with their competitors that are just a click away.

Consumers now start and stop their shopping journey in different channels and frequently shop for the same product across different retailers, via mobile, online or in-store. The customer expects a frictionless shopping experience across an entire brand and she doesn’t want disruptions as she crosses individual channels or locations.

According to BRP’s SPECIAL REPORT: The E-Commerce Effect, retailers indicate the following are top unified commerce priorities:

  • Create a consistent brand experience across channels (59%)
  • Improve the online experience (52%)
  • Improve personalization (45%)
  • Improve the mobile shopping experience (41%)