Infographic: Why Gamble With Customers' Loyalty?

Share this content:

Satisfying your customers' needs shouldn't be a game of chance. If marketers want to win their customers' loyalty, they have to go all in and deliver seamless customer experiences.

According to the “Accenture Seamless Retail Study,” 49% of consumers surveyed say that integrating store, online, and mobile shopping experiences are the areas that retailers need the most improvement. To deliver a seamless experience, it's critical for marketers to know where their consumers like to shop—and this answer may change across the globe. For example, while 70% of consumers in Asia Pacific enjoy shopping for clothes online, only 52% of consumers in North America share the same sentiment. Likewise, while 24% of consumers in Asia Pacific like to shop for clothing via their mobile device, only 11% of consumers in North America take pleasure in the same experience.

Brands that really want to hit the loyalty jackpot also have to determine what prompts their customers to purchase. Price appears to be the number one influencer, as 72% of consumers say best price sways their purchasing decision when shopping online or via mobile, according to the study. Shipping costs and quick-and-easy payments are the next biggest factors, according to 59% and 41% of consumers, respectively.

However, it's important to bear in mind that consumers' expectations may differ based on the channel, as well. For example, 81% of consumers presume product assortment is the same or less in-store than online. Likewise, while 91% of shoppers find the experience of shopping in a physical store to be “easy or very easy,” only 32% of consumers shopping via mobile feel the same way.


We know you love infographics. Check out some more Direct Marketing News originals.


Next Article in Customer Experience

Sign up to our newsletters

Company of the Week

Since 1985, Melissa has helped thousands of companies clean, correct and complete contact data to better target and communicate with their customers. We offer a full spectrum of data quality solutions, including global address, phone, email, and name validation, identify verification - available for batch or real-time processes, in the Cloud or on-premise. Our service bureau provides dedupe, email/phone append and geographic/demographic append services for better targeting and insight. For direct mailers, Melissa offers easy-to-use address management/postal software, list hygiene services and 100s of specialty mailing lists - all with competitive pricing and excellent customer service.

Find out more here »

Career Center

Check out hundreds of exciting professional opportunities available on DMN's Career Center.  
Explore careers in digital marketing, sales, eCommerce, marketing communications, IT, data strategies, and much more. And don't forget to update your resume so employers can contact you privately about job opportunities.

>>Click Here

Relive the 2017 Marketing Hall of Femme

Click the image above