Accenture – Seamless Retail Report
Today’s non-stop customers expect to shop
without barriers throughout a multi-channel
journey that is dynamic, openâ€”and above
More and more of them are consulting their
smart phones and sharing tips with socially
networked friends, in a quest for the best
offers on a seamless purchasing journeyâ€”
in store, at home, or on the go.
What’s more, thanks to empowering disruptive
technologies and the online pure plays,
which leverage their innate agility and speed
to offer swift and convenient access to an
ever-widening range of affordable products,
customers are getting what they want.
Threatened with an exodus of their most
valued customers, traditional retailers know
they need to raise their gameâ€”and fast.
But new Accenture research reveals that
there’s still a significant gap between what
most mainstream players can do and what
they should be doing to keep their customers
happy and loyal (see Bridging the gap sidebar).