Cross-channel presence now vital for retailers - survey

US consumers are increasingly using the internet first before making a physical retail purchase, according to a survey by Sterling Commerce in January 2008. Sixty-four per cent of respondents said they went online first before purchasing, with the percentage even higher for high-value consumers such as university graduates and high-income earners. The survey revealed that retailers need to have a cross-channel presence if they wish to retain high-value consumers. When asked what cross-channel features were most important to them, the ability to return goods to a physical store even it had been ordered via telephone or internet was cited as the most crucial.

Source: Inside Retailing

Tuesday, 19 February 2008

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