Survey shows mobile technology enhances in-store experience for customers
A new survey from Motorola Solutions (NYSE: MSI) regarding shopping habits indicates that 75 percent of retail associates and managers questioned believe they provide better in-store customer experience when equipped with the latest mobile technologies.
The results, said Motorola, correspond with answers shoppers gave. Some 67 percent reported higher satisfaction with retailers where in-store associates used the latest technologies to assist them.
According to the survey, 83.3 percent surveyed retail associates and managers believe that shoppers can easily find a better deal so customer service is more important than ever. From a shopper perspective, 33 percent of shopping trips ended with shoppers leaving before satisfying their intent to purchase, costing an average of $125 per trip. Of those lost opportunities, more than 73 percent did not complete their purchases with the original retailer.
"Retailers continue to deploy technology to improve the shopping experience but need to pay closer attention to the growing expectations of the omni-channel shopper. Rather than just give them technology and call it a positive experience, customers prefer that retailers use the technology in a meaningful way to actually give them a better experience, both in-store and for fulfillment of online and mobile orders," concluded Michelle Crissey, customer solutions lead with Motorola Solutions.
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