The best of both worlds: Create the perfect omnichannel holiday shopping experience
The holiday season is all about festivity, family, and…shopping. It’s no secret that spending surges around the holidays, with everyone looking for the perfect gift and preparing a fancy dinner. This year, the celebration will take place mostly online, with at least 40% of shoppers planning to do most purchases online. The pandemic has contributed a lot to that transition, but we’ve seen the switch to digital evolve over the past few years. This is a considerable acceleration of a process that was already in motion.
Shoppers haven’t completely abandoned in-store shopping yet, and we believe that they are less likely to do so in the near future. The use of technology is expected to follow buyers wherever they go and nearly 70% of grocery shoppers already use retailers’ apps in-store. Smartphones have become such an integral part of any sort of buying experience that, according to Google, 71% of in-store shoppers consider their mobile phone an essential element in their shopping journey.
The best way to address this situation is by offering a perfect omnichannel experience. Retailers should cater to the mobile needs of in-store shoppers. With the holidays coming up, it’s critical to do so ASAP to complete customers’ onboarding process in time. Here are three mobile capabilities to focus on first.
A great find: Search and navigation
Not being able to find what they’re looking for tops customers’ list of in-store frustrations. Luckily for them, mobile search can solve this problem. Nearly half of shoppers say that complicated and unsuccessful product search upsets them. Two in three shoppers often fail to find relevant information and 43% end up leaving the store frustrated for that reason. Navigating within the store is another cause for friction, with 83% of surveyed shoppers stating negative in-store navigation experience as stress-inducing. Offering customers quick advice that doesn’t depend on the availability of store staff is a brilliant solution.
On point: Coupons and loyalty points
When it comes to the payment process, long lines aren’t the only thing customers are worried about. Especially now, people want to save and reap the benefits of being loyal customers. In-app coupons and loyalty points are easy to utilize, and 95% of shoppers want to connect their loyalty points to smart technology solutions. These features will optimize the checkout process and end the shopping journey on a positive note. 15% of shoppers state that they are more likely to purchase from a brand that offers loyalty programs, especially when it comes to their holiday shopping. Adding coupons and loyalty points capabilities to the mobile platform can yield a nice sales boost for retailers.
Coupons can also be used during the consideration stage, as product recommendations. Brands may offer personalized suggestions that include discounts to enhance shoppers’ journey. Such recommendations can be featured in a shoppable video for a more engaging experience.
Down the line: Scan & Go
Customers hate standing in line, especially during the busy holiday season and even more so when a pandemic puts their health at risk. Lines make 52% angry and leave 82% of shoppers wishing for a scan and pay mobile solution. At the moment, contactless options also make shoppers’ list of demands. We can all relate to this feeling, which is precisely why we’ve included an advanced Scan & Go feature in shelfy.io’s mobile shopping platform. Mobile payments make customers self-reliant and allow them to leave both the line and the stress behind.
When we create a memorable and positive holiday shopping experience for customers, they remember the value we bring and choose us every other day of the year. Be there for your customers, both in-store and at home, and they’ll turn their appreciation into brand loyalty.
More M-Commerce news and industry trends for you
3 Reasons Why Retailers Should Embrace Mobile Shopping Apps
Some retailers are a little hesitant to offer a mobile shopping app, let alone encourage their existing customers to use it on a regular basis. When speaking with executives at supermarket and pharmacy chains, we learn time and again that they worry about replacing in-store visits with online purchases for different reasons. While their concerns […]
August 2, 2020
Swift swipe: 8 tips to get mobile commerce right, right away !
In recent years, it became impossible to ignore the rising power of online and mobile commerce. According to Business Insider, we can expect to see this trend continue to grow in the near future, as more companies embrace the advanced technological features offered by these platforms. And yet, many businesses still struggle with the transition to […]
August 12, 2020
Shelf Life: The Mobile Version of Shelf Positioning & Product Placement
When shoppers visit a physical store, each and every part of their journey is meticulously designed to encourage certain behavior, leaving nothing to chance. The art of product placement and shelf positioning has a significant impact on their purchase decisions, which makes it a major focal point for retailers. Product positioning experts have a deep understanding […]
August 25, 2020
Retailers, Forget About ‘mobile-First’ and Embrace a Mobile-Only Approach
Smartphones have become such a fixture in our lives, it almost feels like they’ve been around forever. Perhaps that’s why looking at statistics from just a couple of years ago may be shocking, as we realize that the frequency and form of mobile use still continue to change dramatically. In 2018, the world was excited […]
August 27, 2020
What grocery retailers and brands can learn from McKinsey’s latest report
A recent report from Periscope by McKinsey, titled Retail reimagined: The new era for customer experience, sheds light on the rapid transformation of the retail world following a survey of thousands of shoppers in the US, the UK, France, and Germany. The report confirms the accelerated change in behavior we’ve all been experiencing lately, but […]
August 30, 2020
The Real Deal
How to create a Mobile Shopping Experience That Feels Like a Visit to a Physical Store
August 31, 2020