We expect more from retailers than we once did. If we’re looking a specific product online, we expect that the site can also inform us where we can check it out in person. And, if we’re in a store and the products we want aren’t there, we expect store associates to be able to locate it for us either online or in another store, and help us obtain it immediately.
Those aren’t unreasonable expectations today, but shopping didn’t used to be this way. A few short years ago, brick and mortar and online stores were barely connected — if an online store even existed at all. If the merchandise we wanted wasn’t available, we were pretty much out of luck.
Now, leading retail brands are transforming customer experiences with seamless transitions that blur the lines between shopping online and in person. Powered by sophisticated ecommerce and order management software, unified omni-channel shopping has swept the retail industry. Today’s consumers are already comfortable with the tech-enabled ease and convenience of shopping this way, and they have no desire to go back to how things used to be.
“87% of shoppers begin their hunt in digital channels, while 71% of shoppers prefer to leave a store with a product in hand.”
“79% of customers are willing to share relevant information about themselves in exchange for contextualized interactions in which they’re immediately known and understood.”
“Salesforce enables us to connect with our customers authentically. To help them in every step of their pet’s life. To see that growth and to see how much we are empowered to actually deliver against our business strategies. That’s very freeing.”
“If it weren’t for [Commerce Cloud] and the consultancy that they provide for us, we would have had a really difficult time. These things have increased our sales in ways I didn’t see coming.”