Consumers are Choosing Multi-channel Buying Experiences

• Although 96% of Americans purchase items online, 65% of the total retail spending is still in traditional brick-and-mortar locations. 
• For this reason, we see the consumer's seamless shift between online and offline. 

Attracting Brand Loyalty 

• Brand loyalty is enhanced by a well thought-through consumer experience.  
•  Personalization is critical to an outstanding customer experience.
• Brands need to go beyond general advertising to personalized messaging.

 Retail Isn’t Dead; It’s Changing

• According to a report by Forrester, 54% of B2C brands plan to open brick and mortar stores in within 2019.
• The in-store experience is still a major revenue driver. 
• Even though online retail is growing, in-store retail is not declining at the same rate. For this reason, retailers should take advantage of this new opportunity and create a seamless customer experience. 

In-Store is Disrupted 

• Major retail brands like Apple are leading the way in creating an in-store personalized customer experience, especially for those who sign in. 
• Online stores, such as Made.com and MissGuided, are also creating physical stores in order to intimately connect with their customers.

The Role of the Smartphone In-Store 

• Research shows that 84% of shoppers use their phone while in physical stores to find reviews, product information, and online comparison.