Consumers are becoming accustomed to an increasingly omni-channel experience when they shop - being able to engage across a variety of platforms, for getting just about anything they want.
There’s now an expectation from consumers that retailers should know exactly what they need and when across the different channels they use to shop. Businesses need to drive business digital transformation in order to reach customers from anywhere, whilst delivering a consistent experience.
The key to creating that uniform identity across retail channels, relies heavily on the experience a brand creates in-store and online. This is vital for retailers, as the damage caused by poor customer experience doesn't remain isolated to just one channel - in fact, it can have devastating effects across multiple channels.
In 2022 Future of Retail reportopens in a new tab, Adyen's research found that 70% of consumers would stop shopping with a brand completely if they encountered a bad shopping experience online or in-store.
