Consumers expecting more from online retail

Consumers expecting more from online retail
Tags: Consumer Behavior, Customer Service, Multichannel Retailing, Online Retailing, Psychology
May 6, 2008

Marketing Charts: Consumers cite the web as the fastest-growing retail channel — by a 2-to-1 margin — and are starting to expect more from businesses, such as ordering products in one place and picking them up or having them delivered elsewhere, according to a Retail Systems Research report.

Large retailers (those generating the equivalent of $5B or more in annual revenue) have a head start, as they have more experience in multi-channel retailing, RSR said. Moreover, they are more likely than small and midsize retailers to see the e-channel as an extension of their operations rather than merely an outlet for excess or different merchandise.