Customer Loyalty is Everything (But Not in the Way You Might Think)
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The opportunity to enhance the in-store experience via mobile is another potential point of difference for traditional retailers. More than two-thirds (69 percent) of customers expect in-store salespeople to be connected to a mobile device. Consumers expect those salespeople to use their mobile device to look up product information (50 percent), inventory information at a nearby store (44 percent) and check additional in-store inventory when a shelf is empty (43 percent). Mobile offers an opportunity for traditional retailers to improve their customers’ experiences both face-to-face and online, as well as introducing a less welcome source of competition via "showrooming."
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- People:
- Peter Drucker
- Places:
- US
Stefan Schmidt
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