INFOGRAPHIC
INFOGRAPHIC
Retailers must leverage
technology to provide
personalised services and build
smarter operations
Z
ebra Technologies, an innovator
at the edge of the enterprise with
solutions and partners that enable
businesses to gain a performance edge,
has revealed the results of its 12th annual
Global Shopper Study.
necessary with new technology that
automates the process. Nearly nine-in-10
retail executives (87%) believe self-checkout
frees up store associates to better serve
customers and 81% reported they’re
starting to see a return on their investment.
“Our study shows that while better services
will help retain current shoppers and attract
new ones, retailers need to make sure they
have the basics right when it comes to
product availability, ease of finding products,
returns and exchanges,” said Anees Haidri,
This is the industry’s only market tracker
that looks at the attitudinal behaviour
of shoppers, retail associates and retail
executives and examines the retail and
technology trends impacting shoppers’
purchasing behaviour.
Three-fourths (75%) of surveyed millennial
shoppers and more than half (53%) of Gen
X shoppers indicated they shopped in a store
and left without a purchase only to end up
buying the item online.
The main culprit for retailers losing in-
store purchases to online shopping is due
to issues with inventory management,
particularly out-of-stocks. Both shoppers
and retail associates expressed
dissatisfaction with the number of out-of-
stocks as 43% of retail associates cited
customer complaints about out-of-stocks
as their biggest frustration and 39% of
shoppers left a store without a purchase
due to this problem.
Self-checkout technologies are also gaining
traction in retail stores as 40% of shoppers
reported using these solutions within the
last six months and 86% stated they
were comfortable with the technology.
Furthermore, most shoppers (58%) –
especially millennials (70%) – agree
that self-checkout provides an improved
customer experience.
The majority of store associates (54%)
also said staffed checkout areas are less
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www.intelligentcio.com