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40% of Retailers Are Missing Basic Personalization Opportunities and Over One-Third Are Not Streamlining the In-Store Shopping ExperienceKibo, the world's leading cloud-based omnichannel commerce platform, in partnership with Astound Commerce, has released a new study titled The State of Omnichannel Commerce: A Mystery Shopping Study. The study assessed the current personalization and omnichannel sophistication from a sample of 30 popular and growing retailers testing metrics across desktop, mobile and in-store buying touchpoints. Based on pre-established criteria, the study also aimed to understand how well each retailer executes an omnichannel shopping experience, as well as strengths and areas for improving a seamless customer experience. The study focused on four major categories - fulfillment and inventory, personalization, pricing consistency and in-store signage - across a defined set of 57 metrics to evaluate an end-to-end omnichannel experience. The results found that while retailers are making progress in their journey to an omnichannel reality, there are still several gaps across even the most mature of retailers, creating many opportunities for improvement. A number of interesting findings included:
"Demanding shoppers continue to evolve and expect that retailers will consistently and efficiently deliver personalized experiences across all of their channels," said Lauren Freedman (News - Alert), SVP of Digital Strategy, Astound Commerce. "Today's must-haves include tailored shopping efforts, access and sophistication across channels along with choices in delivery options based on the shopper's ever-changing needs." For complimentary access to the study, please Click Here. About Kibo Kibo empowers retailers and branded manufacturers to achieve optimal performance of B2C and B2B commerce through unified consumer experiences. With over 40 years of innovations, Kibo provides a complete omnichannel commerce platform delivered with the lowest total cost of ownership and the fastest time to market. By leveraging cloud technologies, individualized buying experiences, and true enterprise scale, Kibo enables you to reach higher peaks of sales and consumer loyalty. No matter the challenge, Kibo powers your success. For more information, visit kibocommerce.com. About Astound Commerce Astound Commerce is an award-winning global digital commerce agency combining strategy, technology, insight and a proven methodology to deliver exceptional omnichannel experiences. Through a forward-looking, goal-oriented approach to digital solutions, Astound Commerce helps elevate online and mobile experiences and effectively transform businesses for global brands such as Adidas, L'Oreal, Under Armour, Jimmy Choo and Timbuk2. Based in San Francisco, the passionate team of more than 600 dedicated, diverse industry and technology experts has 15 years of ecommerce experience and more than 1,000 implementations under their belt to address the complex challenges, advancing technologies and indigenous marketing needs facing international markets. To learn more, visit astoundcommerce.com.
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