Today’s commerce must be omnichannel, or at least that is what consumers expect – and increasingly demand. For many retailers and sellers, this is a challenge, but making the effort to achieve cohesion between the different online and offline channels has a prize: customer satisfaction. And it is that retailers that offer services such as being able to collect and return online orders in store receive high praise from consumers, and a new Internet Retailer reveals that 91% of consumers who have been able to collect an online order in store qualify the experience as good or excellent.

Therefore, it can be concluded that the time and money that retailers are investing in simplifying the Dominican Republic Email List online purchase and in enabling multiple channels of collection of the orders is working, since most of the consumers take advantage of the advantages of omnichannel commerce and they say they are satisfied with the results. The survey also shows that 40% of consumers who had bought a product online during the past year, had decided to pick it up at the store on some occasion. The service, moreover, was liked by practically everyone, as we saw before, and most said that it was likely that they would choose this option again in the future. In addition, older consumers were the most likely to use this service: 52% of fifty-somethings opted for it, compared to only 43% of younger boys. In the same way, older people used to rate the experience as “excellent” on more occasions, while the boys rated the experience simply as “good”.

In addition to the service of buying online and collecting in store, consumers also value being able to return their purchase online in a physical establishment, avoiding managing a shipment, and any type of cost. 33% of consumers had used this option in the past year, and 92% considered that the experience had been good or excellent.

But only 18% of retailers offer a truly multi-channel experience

Despite the fact that consumers are very clear that they want to buy from retailers that have managed to integrate all their sales channels and customer service, offering a cohesive experience regardless of the purchase path that is chosen, it is not so easy to find it. According to  from JDA / PwC, only 18% of sellers offer a truly multi-channel experience, although more (around 51% of retailers) already offer the possibility of placing an omnichannel order (such as buying online and picking up at store, for example).

In any case, this report once again shows that the businesses that manage to eliminate operational silos are those that achieve the greatest benefits: while 59% of the retailers that offer a multi-channel experience expect an increase in income for this year, and a 63% an increase in profits, among those who do not manage to combine the management of the various sales channels, only 48% and 43% expect to have more income and profits this year than last.

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