Despite the undeniable surge in e-commerce, approximately 80% of shoppers still rely on physical stores for more than half of their purchases, considering the in-store environment a crucial aspect of their shopping journey. Shoppers opt for brick-and-mortar stores because they desire the tactile, hands-on experience of trying out products and taking them home immediately.
What about the basics?
Regrettably, many retailers have overlooked the fundamentals of their physical locations in pursuit of high-tech features like mobile app integration and augmented reality. This approach often comes at the cost of their brand image and customer loyalty.
The customer experience can strengthen or weaken the relationship between companies and their customers. A positive shopping experience fosters loyalty, trust, increased sales, and heightened customer satisfaction. Conversely, unmet shopper needs can severely impact a brand's image and, subsequently, its bottom line.
Consistency in customer experiences is highly valued, and when retailers fail to meet these expectations, nearly 70% of shoppers are inclined to explore competitors.
Despite the convenience offered by e-commerce, physical stores remain one of retailers' most valuable assets
Physical stores have a unique edge over online counterparts – the personalized, in-store shopping experience. Online shopping cannot replicate the immersive sensation of feeling a product's material, examining goods up close, or strolling through aisles. The in-person engagement, atmosphere, and ambience of brick-and-mortar stores are compelling factors that draw shoppers to physical locations.
When a brand delivers a positive and gratifying in-store experience, shoppers spend more time in-store. Compared to online shopping, they are twice as likely to make significant purchases and three times more inclined to impulse buy. Unplanned purchases present a considerable opportunity for physical retailers, as 4 out of 5 impulse purchases occur in brick-and-mortar stores.
Crowdsource it!
Efficient crowd-supported audits and merchandising activities represent a swift solution to uncover and rectify issues that could lead to a negative in-store experience and subsequent revenue loss.
SmartSpotter relies on a widespread crowd comprising hundreds of thousands of smartphone-enabled shoppers across Australia. These individuals are activated on-demand and assigned tasks through the SmartSpotter mobile app, enabling them to provide real-time data and photos related to OSA (On-Shelf Availability), OOS (Out-of-Stock), store cleanliness, customer experience, and other critical KPIs.
Furthermore, the crowd can also execute essential merchandising tasks, such as assembling branded displays, setting promotional materials, and restocking product shelves during peak periods. If you're interested in discovering how you can leverage our on-demand crowd to enhance the shopability of your stores, don't hesitate to reach out to our experts.
