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Self Service Shopping Experience - Cisco
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Self Service Shopping Experience - Cisco
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Impact Of Mobile Phones. On Shopping ... prefer to use their own mobile phone when researching in store ... Consumers sl
Cisco Customer Experience Research
Retail Shopping Results Global Data
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
1
3 age groups…
1,514
Consumer respondents
10
Countries
18–29 30–49 50+
Generation Y/Millennial Generation X Baby Boomers
Brazil, Canada, China, France, Germany, India, Japan, Russia, United Kingdom, and United States * Insight Express
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
2
REC
REC EIPT EIPT
(24)
7
Impact Of Mobile Phones On Shopping Experience
Growing Use Of Self-Service Shopping High Value In Personalized Shopping Experience
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
3
Self-service and automated shopping experiences are growing in value amongst consumers Speed is Driver Behind Self-Service
52%
prefer self-check-out stations to avoid waiting in line
Prefer Own Research
(24)
© 2013 Cisco and/or its affiliates. All rights reserved.
43% 57%
prefer to use their own mobile phone when researching in store prefer using in-store touch screens
Cisco Confidential
4
When shopping consumers still want a more personal touch
Shopping In-store
58%
Prefer assistance from in-store associate
Shopping Online
58% © 2013 Cisco and/or its affiliates. All rights reserved.
Prefer to speak a sales associate via IM (30%), Email (28%) or Phone (28%) Cisco Confidential
5
Self-service and automated purchasing experiences are growing in value amongst consumers APPAREL
Rise Of The Digital Mall
61% 42%
willing to shop in a completely automated store prefer to shop in an automated store
Automatic Purchase
49% © 2013 Cisco and/or its affiliates. All rights reserved.
would allow an automated engine to restock items (e.g. milk) in refrigerator
Cisco Confidential
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Consumers willingness to exchange personal information in return for valuable services Value More Personal Service REC EIPT IPT
E R EC
7
© 2013 Cisco and/or its affiliates. All rights reserved.
49%
are comfortable with retailers collecting personal info, in exchange for more personalized service
58%
would share measurements/sizes for more personal service
35%
okay with retailers sharing with vendors/manufacturers
Cisco Confidential
7
Consumers willingness to exchange personal information in return for valuable services What Consumers Would Exchange
© 2013 Cisco and/or its affiliates. All rights reserved.
39%
personal income for promotions
44%
allow retailers to track comments on social media
58%
allow retailers to keep purchase history on file
Cisco Confidential
8
Consumers slow to adopt retailer apps
54%
use their mobile phone in store
Only 27% use retail apps Of that 27%, consumers want to track/monitor…
62%
Sales/Promotions
47% Price Change © 2013 Cisco and/or its affiliates. All rights reserved.
46%
Coupon
45% Product Availability Cisco Confidential
9
• Control and Speed driving use of self-service
shopping/buying • Consumers acceptance of automated stores model
but still desire in-person shopping assistance • Consumer desire for personal service over privacy • Mobile phones used as shopping tool
for getting what you want at the best price
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
10
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