K3 BTG research flags importance of digital shopping experiences
51% of UK shoppers want to avoid store assistants, and are instead looking for more autonomous and technology-enabled experiences, according to research by K3 Business Technology Group.
The company surveyed over 2,000 Brits.
When it comes to self-service preferences, 41% would most like to see more self-service tills introduced and 16% of shoppers want the introduction of checkout-free stores like Amazon Go.
33%, meanwhile, would stop using a retailer for not offering the services they want to see in 2021.
Convenience still holds the key to consumers’ hearts and wallets.
Amazon has raised the bar here; 56% of consumers have used the US e-commerce giant more since the start of the coronavirus pandemic, with convenience cited as the main reason.
“Retail is an industry constantly in flux. To be successful, retailers need to focus less on an uncertain future and more on meeting the needs of their customers in the now,” says Andy Howell, Global Marketing Director at K3.
“The research shows that shoppers are looking for convenience, digitised experiences and new services. But, underlying all of this is a demand for a smarter, more connected shopping experience.”
He adds: “A piecemeal approach will not solve the problem; retailers need to instead create a seamless and innovative shopping experience across all channels.”
“This means bringing all the functionality of online to real world retail; integrating loyalty, concierge, merchandising and payments into one mobile-based experience.”
“This will also enable a data driven approach that is key to understanding and meeting customer needs in the now.”
