3 Rules for Winning the Digital Customer

HILDING ANDERSON | October 23, 2018

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A new report, Shopper-First Retailing: The New Rules of Retail from the Actions, Voices, and Eyes of Today’s Consumers, recently published by Publicis.Sapient and Salesforce, examined what matters to the modern digital and in-store shopper. The research combines survey data from 6,000 people across six countries, insights from 500 million shoppers worldwide and mystery shopping visits to more than 70 stores. This report explores three shopper-first mandates that focus on how retailers can win today’s digital customer. Customers interacting with a retailer or brand expect to have a fresh experience, regardless of their point of interaction. For example, 69% of store customers expect to see new merchandise. This point also holds true for marketplaces and ecommerce organizations. Data shows that 59% of bestselling products change each month, creating a sweeping product catalog churn of 32%. In addition, 75% of site search queries are new each month.

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Clarus Commerce

Consumer shopping habits have changed and they are less loyal than ever before. Why hasn’t loyalty changed with them?The free points programs of the past are proving less and less effective today, but premium loyalty is different.

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