Consumers demand engaging omnichannel experiences, JRNI

Research from JRNI, formerly BookingBug, shows that US and UK customers are blurring the lines between online and in-store shopping as they buy into webrooming, showrooming and Click and Collect.

The company surveyed 2,000 Brits and Americans and also found that the majority will visit physical stores more often if they can access well-trained staff, spend less time standing in lines and experience products in better ways.

“It’s clear from the research that consumers demand omnichannel experiences from their preferred retailers, and face-to-face interaction has emerged as one of those channels,” says John Federman, JRNI’s CEO.

“When retailers use an omnichannel approach to engage consumers and drive them in-store, basket size significantly increases because customers are exposed to complementary or ancillary items. Retailers must engage customers in an omnichannel way to establish stronger relationships, greater loyalty, and more conversions.” 

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