What Do Shoppers Want From Their Favorite Retailers? [VIDEO]

Posted by
Jennifer Delgado
CS Regional Lead East
Thursday, June 27, 2013 - 12:23

Today’s consumer is savvier and more demanding than ever. They use multiple channels throughout their buying journey, whether in-store or digital , to research, compare products, engage a brand, and make a purchase. How can brands keep up with consumer demands, and provide the experience that they want across channels? It’s more important than ever for brands to listen, and respond accordingly.

LivePerson continually surveys consumers on buying behavior and expectations. Across the board, people expect personalized engagement, quick and helpful service, and a seamless checkout process. Other findings from our annual, Global In-Depth Study of the Online Customer Experience indicate:

  • 60% of shoppers research and engage brands on multiple-channels (think social, web, in-store, mobile, etc.).
  • Consumers who research using multiple channels (online, offline, mobile) spend 1/3 more than those who do not.
  • Mobile commerce will reach $31B in the next 3 years.
  • 167 million consumers will shop online this year, spending $1,800 per person.
  • 90% customer satisfaction rate proves personal, relevant and meaningful connections.

To bring our stats to life, the LivePerson decided to hit Times Square and ask New York City shoppers what they thought of their favorite brands and how they could improve their in-store and online experiences. Check out the video below to hear what they had to say.

Purchase Preferences & Challenges
In the video, NYC shoppers noted a few consistent challenges with in-store retail experiences, such as not seeing many people working, representatives not knowing how to direct customers, or rude or inconsiderate associates.

Some shoppers mention they prefer shopping online, as it’s easier than shopping in-store. Customer challenges with online shopping include knowing which size to purchase, and being able to find answers to specific product questions. When they need help with online purchases, shoppers interviewed prefer live chat to the phone because of its immediacy, and same channel convenience.

What Could Improve?
Aside from better deals (who doesn’t love a bargain?), shoppers agreed that a good customer service experience is of utmost importance. The “feeling that someone actually cares about you,” is appreciated. As one shopper said, “Price is important, but when you have a good customer service, that’s what makes you buy again.”

It’s clear that consumers today expect a more personalized experience, wherever they’re shopping. LivePerson’s goal is to help retailers exceed expectations and create meaningful connections with their online customers—improving customer satisfaction and loyalty.

Let us know about your retail experiences, challenges and recommendations in the comments below!

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