Eighty-seven percent of consumers are looking for a personalized and consistent experience across channels, yet only 71 percent of retailers plan to offer the ability to "start the sale anywhere, finish the sale anywhere," according to Boston Retail Partners. BRP reported 68 percent of consumers would choose a store offering personalized promotions and discounts, with the same percentage of retailers needing to improve their ability to use customer insight to meet expectations.
Additionally, 57 percent of consumers would choose a store offering an automated returns process over one that doesn't offer it, while 38 percent of retailers plan to offer an automated returns process within two years to offer more self-service opportunities.
Related: When it Comes to Food Shopping, a Divide Among Millennials Exists; Tech Trends Drive Changes in Restaurants.
from Industry Operations http://bit.ly/2VmIDiA
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