Oracle recently conducted research into the shopping needs and expectations of consumers in Brazil, China, Germany, Japan, Russia, the UK and the US, in an effort to better understand the importance of service to the retail experience, according to an article on guardian.co.uk.

Some of the findings include:

Understanding the value of service

Our findings revealed that unhelpful or unfriendly associates were listed almost universally as the primary cause of poor service, followed by poor knowledge, outweighing other factors including poor fulfilment, lack of choice and inefficient returns processes.

The store as a differentiator

Empowering assistants with the right insight, whether this is access to real-time stock availability, loyalty program data or the fastest way of sourcing that must-have item can be a key differentiator in the outcome of a retail interaction.

Connecting the customer experience

Cross-channel (or omnichannel) integration is imperative to a retailer's ability to market, interact and transact consistently across multiple touch points, whether the shopper is online, on the move or in the store. Shoppers want a seamless brand experience irrespective of channel, so retailers must evolve from considering individual, channel-specific transactions to that of a holistic, company-wide view of shopping behavior.

Read more about customer experience.

Related Content

User Comments – Give us your opinion!
Products & Services

Security Cabinets

http://global.networldalliance.com/new/images/products/4744.png

4744/Security-Cabinets

LG 38WR50MS-B

http://global.networldalliance.com/new/images/products/6453.png

6453/LG-38WR50MS-B

Strategic Design

http://global.networldalliance.com/new/images/products/7017.png

7017/Strategic-Design

Olea Chicago Kiosk

http://global.networldalliance.com/new/images/products/6301.png

6301/Olea-Chicago-Kiosk

Codigo Digital Signage

http://global.networldalliance.com/new/images/products/5953.png

5953/Codigo-Digital-Signage

Healthcare KIOSKS

http://global.networldalliance.com/new/images/products/4619.png

4619/Healthcare-KIOSKS

PCI Compliance Managed Network Services

http://global.networldalliance.com/new/images/products/4123.png

4123/PCI-Compliance-Managed-Network-Services

Web

http://global.networldalliance.com/new/images/products/4763.png

4763/Web

Bill Payment KIOSKS

http://global.networldalliance.com/new/images/products/4673.png

4673/Bill-Payment-KIOSKS

Giant LCD Signage | 82" NEC MultiSync LCD8205

http://global.networldalliance.com/new/images/products/8205_w_model_HO_std2_100.gif

238/Giant-LCD-Signage-82-NEC-MultiSync-LCD8205

CONNECT 2014 Mobile Innovation Summit
Request Information From Suppliers
Save time looking for suppliers. Complete this form to submit a Request for Information to our entire network of partners.