Close
 

Data digest: Consumers after the VIP experience from retailers

  • News
  • February 23, 2016
  • Elly Strang
Data digest: Consumers after the VIP experience from retailers

The findings confirmed discussion in the marketplace about the resurgence of bricks and mortar, with almost two thirds of consumers preferring to buy an item in store instead of online.

The most valued customer experience factor while shopping was prompt service (54 percent) followed by a personalised experience (30 percent) and smart recommendations (16 percent).

It also found 85 percent of customers would abandon trying on clothes in a dressing room if there was no salesperson to help.

“Consumer behavior is changing, and leading disruptive companies are reshaping customer expectations. These companies are raising the bar very high for customer experience as they provide affordable help in real-time,” the report says, noting the rise of the ‘concierge economy’.

TimeTrade says the rise of disruptive companies like on-demand ride provider Uber, which is now valued at more than $US50 billion, are changing customer expectations.  

When this same concierge-like service was applied to retail, respondents said big-name brands were only somewhat adapting to this new model.

Respondents also reacted well to companies like Amazon opening bricks and mortar stores, with 68 percent of them saying they liked having the option to go to a physical store.

Generation Z and Millennials, the youngest out of the bunch, were particularly happy with this development.

“Even pure-play ecommerce companies are realising the value of an in-person meeting. That enabling the consumers to touch and feel the product before purchasing it online, will greatly reduce returns and cut cost by not having to pay for shipping,” TimeTrade says.
 

The majority of respondents (59 percent) also liked having the option to schedule in-store appointments.

Their interest in any additional services on top of that is shown below.

In terms of the channels retailers are across, consumers felt call centres were providing the poorest customer experience (51 percent).

Yet there was a disconnect between retailers and customer respondents, with retailers saying call centres were their last priority for 2016.

Instead, they were choosing to focus on social media as the most important (29 percent).

As for marketing initiatives, retailers said promotions displayed on the retailer’s website were most likely to drive them into a store (55 percent) followed by print ads (49 percent) email campaigns (38 percent) and location-based promotions through apps (29 percent).

Download the full report here.

​ ​

This is a community discussion forum. Comment is free but please respect our rules:

  1. Don’t be abusive or use sweary type words
  2. Don’t break the law: libel, slander and defamatory comments are forbidden
  3. Don’t resort to name-calling, mean-spiritedness, or slagging off
  4. Don’t pretend to be someone else.

If we find you doing these things, your comments will be edited without recourse and you may be asked to go away and reconsider your actions.
We respect the right to free speech and anonymous comments. Don’t abuse the privilege.

 

Readings present revised plan for Courtenay Central

  • Property
  • May 16, 2019
  • Radio New Zealand
Readings present revised plan for Courtenay Central

The company that owns Courtenay Central in Wellington says it has big plans for redeveloping the complex - which is closed due to earthquake risks.

Read more
 
 

How to tell if you're a born retailer

  • Opinion
  • May 16, 2019
  • David Farrell
How to tell if you're a born retailer

Retail is a profession, but true retailers are born not made, says Dave Farrell.

Read more
 
 

Sustainable soap wrapper among major winners at Pride In Print Awards

  • Opinion
  • May 15, 2019
  • Sue Archibald
 Sustainable soap wrapper among major winners at Pride In Print Awards

A sustainable, heat sealed soap wrapper that is claimed to saving tonnes of PET plastic film, petrochemical wax and glue from landfill each year, has won a major award in the Pride In Print industry awards. Sue Archibald, Pride in Print Awards manager, shares more.

Read more
 

Social scoreboard

Zavy and The Register have worked together to create a scoreboard that compares how the top 25 traditional media advertising spenders in New Zealand have performed on social media over the past 30 days, updated in real time.

 
topics
Regional rollercoaster
What does retail look like in 2019 for ...
Concept to closet
Business coverage of New Zealand Fashion Week.
Town centres
A positive retail environment over the past 12 ...
Amazon Arrival
Keeping up with all things Amazon as it ...
The Retail Yearbook 2017
As we battle our way through the busiest ...
Hospitality enhancing retail
Some think food and integrated hospitality offerings will ...
The future is bright
We spoke with four retailers in their twenties ...
Spotlight on signage
At first glance, the humble in-store sign might ...
Red Awards 2016
The Red Awards for retail interior design celebrate ...
Auckland Unitary Plan
Auckland is changing. The Unitary Plan will decide ...
How to open a store
Sarah Dunn considers what it would take to ...
All things to all people
Kiwi retailers share their omnichannel strategies.
Rising stars
Retail's top young achievers.
Delivering on your promises
The sale isn't over until your item is ...
Retail in heartland New Zealand
Retailers keep the regions pumping, but how strong ...
Sisterhood
Women in retail help one another. We spoke ...
The changing face of retail
Shifting demographics are creating big changes in New ...
The retail yearbook
With the help of experts in the retail ...
Retail rogues
We put the spotlight on staff training. Jai ...
Here come the giants
Topshop has arrived in Auckland’s CBD, David Jones ...
From retail to e-tail
Ecommerce has become part of the way mainstream ...
Window shopping: A spotlight on social media
Sarah Dunn and Elly Strang look at how ...
Loyalty in the digital age
How are retailers maintaining loyalty? Sarah Dunn, Elly ...
The Innovators | In partnership with Spark Business
Technology is rapidly changing the retail industry as ...
 

Inside Little Yellow Bird’s equity crowdfunding campaign

  • News
  • May 15, 2019
  • Sarah Dunn
Inside Little Yellow Bird’s equity crowdfunding campaign

Wellington social enterprise Little Yellow Bird is seeking to scale its ethical apparel operation to the next level with an equity crowdfunding campaign.

Read more
 
 

Auckland design agency wins gold for retail packaging

  • News
  • May 14, 2019
  • Courtney Devereux
Auckland design agency wins gold for retail packaging

As a benchmark for impeccably designed packaging of consumer products, The Dieline Awards this year saw creative agency Onfire walk away with recognition for fantastic design for their retail products. We spoke with Matt Grantham, creative director at Onfire Design, about the importance of a strong visual brand in the retail product sector.

Read more
 

BYO containers policy live from June 1 at Foodstuffs stores

  • News
  • May 14, 2019
  • Sarah Dunn
BYO containers policy live from June 1 at Foodstuffs stores

Customers at Foodstuffs supermarkets’ instore butchery, seafood counter, delicatessen and bakery will be able to have food packed into their own clean, leak-proof containers from June 1.

Read more
 
Next page
Results for
Topics
Jobs
About us.

The Register provides essential industry news and intelligence, updated daily. And the digital newsletter delivers the latest news to your inbox twice a week — for free!

©2009–2015 Tangible Media. All rights reserved.
Use of this site constitutes acceptance of our Privacy policy.

Advertise
The Register

editor@theregister.co.nz

Content marketing/advertising? Email anita.hayhoe@icg.co.nz or call 022 639 3004

View Media Kit

}