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The rise of the digital offline customer relationship

Classic retailers are afraid of showroomers. These shoppers look around your store and ask for your expert advice only to go home and order the product online. This fear is justified: a study has shown that 46% of Americans have been known to ‘showroom’. However, the same study also revealed that ‘reverse showrooming’ is an even bigger trend. 69% of consumers research products online and then visit an offline store to order the product of their choice.

I recently conducted a global study on the future of the customer relationship in collaboration with data collection company SSI and translation agency No Problem!. One of the aspects of the study takes a closer look at changing consumer expectations with regard to the OFFLINE shopping experience. The results are clear: consumers expect the online and offline worlds to integrate in the near future.

Read all the details of the report here:


woensdag 24 september 2014