"Shoppers don't see channels the way retailers do. On an average, only 27% of the retailers provided the ability to return store purchases online. Only 15% of the retailers studied provided the option to change fulfillment method post order confirmation. Convenience encompasses providing multiple payment and delivery options and the ability to make changes to an order after the sale. Only 29% of the retailers studied provide real-time inventory statistics on their product detail pages.Ĭonvenience and Flexibility - Today, convenience is about more than just speed of delivery. Real-Time Inventory Visibility – Visibility into allocatable and saleable inventory and rich findability are critical for retailers wanting to provide a seamless omnichannel experience. As a category, digitally-native vertical brands (DNVBs) outperformed the broader retail cohort in this area, with 42% offering advanced personalisation capabilities – 16 points ahead of the overall group examined. Only 20% of the retailers studied provided personalized product recommendations and offers. However, only 38% of the retailers studied give their store associates access to shopper purchase history and wish lists across all channels. Personalisation - Retailers must be able to identify shopper intent and curate a personalized experience that meets their expectations. The benchmark identified the following common challenges in retailers' efforts to adopt this new model: However, consolidating systems and building a cohesive Unified Commerce solution can be quite challenging. That single view informs better decision-making and enhanced customer experiences, while enabling brands to identify and respond to trends quickly, ultimately driving stronger revenue growth by up to 6X. Unified Commerce solutions combine a retailer's front- and back-end systems to establish a single view of the business. In today's rapidly evolving ecosystem, retailers need complete visibility on and insight into every aspect of their business, from back-end to customer-facing. These brands are Academy Sports + Outdoors, American Eagle Outfitters, Belk Inc., Crate & Barrel, Levi's, Macy's, MAC Cosmetics, Neiman Marcus, Nordstrom, Pandora, REI Co-op, Saks Fifth Avenue, Sephora, UGG and Zales. Of the 124 retailers benchmarked, 15 emerged as leaders. Based on insight from real purchases, returns, and customer journeys across digital and physical channels, the benchmark reveals the common attributes of successful retailers and the opportunities for others to improve their customer value and modernize operations.
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