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The lack of visibility in omni-channel retailing is leading to lost sales, loyalty & revenue

It is no secret that customer expectation for a consistent omni-channel retail experience continues to grow but what is the true business cost for retailers who aren’t yet joining up all the dots in their omni-channel service? Recent research conducted by Sapio Research on behalf of supply chain technology specialists Zetes, in association with Zebra Technologies, reveals just how customers are responding to subpar events and the way they expect a retailer to respond across all channels.

By: Zetes

The issue for retailers is that customers have limited patience and expect their experience to be fast and efficient: the majority of customers (70%) would not be willing to wait for longer than five minutes in-store to find out whether an item is out of stock; 30% no longer than two minutes. Online, this customer behaviour continues. Within the grocery sector, 26% of respondents would look for a substitute or something similar online if their desired item wasn’t available, whilst 30% of consumers shopping for homeware and 31% for fashion would go to another website or abandon the whole purchase. The financial implications are very significant, with homeware stores losing up to 33% of their sales and fashion 31%, as a result of out of stock items.

Moreover, over three quarters (78%) of customers would consider not using a retailer again if a delivery was late or incomplete three times, with nearly a third (31%) prepared to accept just one late or incomplete delivery. If customers are employing the ‘three strikes and out’ rule in one channel, it is more than likely the same attitude is being applied across every channel, creating a significant impact on the customer experience, and by default, loyalty.

Customer expectations are undoubtedly reinforcing the need for strong supply chain mod


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17 Nov 2017
Defining networks in Food & Beverage and why they matter
 

  The Food and Beverage industry has had its ups and downs, hits and misses, close calls and grand slam hits out of the ball park. Erratic seems to be an appropriate qualifier, on good days. On the other days, chaotic and confusing may come to mind. How is a food processor able to cope with

 
Infor
Infor

16 Nov 2017
Tenth Annual Zebra Shopper Survey Reveals One-Half of Millennial Shoppers Better Connected than Retail Associates
 

Heightened fulfillment requirements transform expectations as two-thirds of shoppers prefer next-or same-day delivery The body of research revealed that while 44 percent of surveyed shoppers are still not satisfied with staff availability and customer service, overall shopper satisfaction has sig

 
Zebra Technologies
Zebra Technologies

16 Nov 2017
An optimist’s view of Blockchain in supply chain: Learnings from Bitcoin
 

  These days, not a single supply chain conference I attend goes by without someone mentioning Blockchain. Given the growing chatter, I wanted to share my views on the topic. In fact, my interest in Blockchain further increased as I started dabbling in Bitcoin, an application of the Blockcha

 
Dr. Madhav Durbha, Vice President, Industry Strategy
Kinaxis

16 Nov 2017
Defining networks in manufacturing and why they matter
 

  Connectivity is critical in manufacturing today, and not just within the organization, but extending beyond the four walls and embracing a wider web of connected partners, suppliers, contractors, and customer communities. Visibility to these far-reaching corners is essential as manufacture

 
Infor
Infor

16 Nov 2017
Going lean — Reading Health puts surgical supplies on wheels
 

Reading Health System wins 2017 Infor Progress Makers Award for Operational Excellence   Less is more in Reading Health System’s new lean approach to supplying operating rooms. By stripping every supply cabinet from its 24 operating rooms, and replacing them with a centralized &l

 
Steve Fanning, VP of Healthcare Strategy
Infor


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Last update 2 Nov 2017
New order growth remains sharp in October
   Source: Investec Manufacturing PMI ® Ireland  -  IHS Markit
Ireland 

News & Trends
 

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International Agenda