36 % of Retailers Struggling to Meet Needs of Hyper Informed Shoppers

pricing, and reviews demand that store associates provide more than just basic information. They expect staff to be trusted advisors, offering deeper product knowledge and insights that validate or expand upon their own research.

Despite this shift, some retailers admit that one of their top operational challenges is meeting these heightened expectations. Worse yet, less than one-third (32%) of consumers say their favorite retailer provides easy access to customer service when problems arise.

That dissatisfaction can quickly erode consumer trust, particularly when today’s shoppers have a wide array of alternatives at their fingertips. The Disconnect Between Data and Experience One of the biggest hurdles retailers face is integrating online and in-store customer data.

While shoppers expect a seamless experience across channels, most retailers admit they’re only “OK” at connecting associates to online shopping information. In fact, 21% of retailers cite customer dissatisfaction with the lack of seamlessness between channels as a top concern…