Above all, consumers value convenience, speed, and good deals, according to new research from Sensormatic Solutions, and they can expect retailers to deliver these benefits in 2023.
In the recent survey, respondents cited stocked shelves (64%), quick and easy checkouts (63%), and discounts or promotions (63%) as the top three contributors to positive shopping experiences.
With 42% of respondents very likely or moderately likely to abandon their purchase due to a long line at checkout, omnichannel fulfillment options – from self-checkout to buy-online-pickup-in-store (BOPIS) – are gaining widespread adoption by both retailers and customers. Self-checkout, for example, once a novelty, is now seen as a way to complete a transaction more quickly, easily, and privately than traditional checkout. In fact, nearly one-third of respondents said they would use self-checkout more frequently in 2023, with more than half (52%) citing speed as the main reason. Similarly, options like curbside pickup and BOPIS are being used more frequently by customers, with 63% of respondents citing convenience as the main reason for using these services.
At the same time, retailers are adopting B2B technology to enhance the in-store experience. Shopper traffic data is helping retailers optimize staffing and rethink floor layouts to mitigate crowds and encourage browsing, while inventory intelligence is helping customers find what they need when they need it.
The survey also reveals that shoppers are eager to embrace the next big innovation: 63% of respondents said they would like to see retailers implement interactive mobile apps to better integrate in-store and online experiences, and many shoppers expressed interest in seeing retailers implement virtual reality (24%) and augmented reality (17%).
“Shoppers are eager to try new options and explore the benefits of digitization. They seek convenience to pursue better in-store experiences while simultaneously considering their carbon footprint regarding where they shop,” said Kim Melvin, global head of marketing and communications at Sensormatic Solutions. “Ultimately, shoppers want safer, faster, more accessible, and sustainable options.”
In the same vein, consumers remain invested in what retailers are doing for the environment, with 69% noting that it is important to them that retailers continue to improve environmental performance and energy management in their stores. Consumers want this to happen through the following changes: less plastic and packaging waste (62%), recycling bins for shoppers and employees to use (42%), and an increase in sustainable product and brand options (41%).
Furthermore, consumers plan to create their own sustainable habits in 2023, with 39% buying more items in-store to reduce shopping trips, 38% shopping in-store more frequently to eliminate packaging waste, and 33% shopping at thrift stores more often.
What is clear from these trends and insights is that the industry’s march toward more sustainable, flexible, streamlined, and efficient operations is just beginning.
To learn more about the evolving retail industry and how emerging technology can help stores meet customer expectations in 2023, visit sensormatic.com.
Source: StatePoint