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Analyst Commissioned Research

Forrester Report: Customer Desires vs Retailer Capabilities Thought Leadership Paper

Omni-channel retail is becoming the norm, as customers demand convenience and consistency.
 
Delivering an omni-channel customer experience is now a key brand differentiator – driving increased loyalty and satisfaction among consumers. However, new research indicates that many RETAILERS have reached a false sense of omni-channel security.
 
Our research – which included in-depth surveys with 256 US and European retailers and more than 1,500 omni-channel shoppers – shows how the gap between consumers’ desires and retailers’ capabilities has widened. For example, 71% of customers expect to view in-store inventory online. Further, 39% of consumers are unlikely or very unlikely to visit a retailer’s store if it doesn’t offer this feature. Yet only a third of retailers have operationalized this basic omni-channel principle.
 
Forrester’s Customer Desires vs. Retailer Capabilities white paper, commissioned by hybris and Accenture, explores how retail consumer behaviour is evolving and shows how to build an omni-channel customer experience that delivers against needs.
 
Download our white paper to:
  • Discover what consumers expect across various retail channels
  • Learn more about the intersection of web, mobile and in-store retail
  • See how best-of-breed retailers are reaping rewards
  • Build a deeper understanding of the business case for omni-channel investment
 
Watch our video to find out more about how connected devices influence shopping behaviour, and join the conversation on LinkedIn and Twitter.