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Exolevel Study Shows U.S. Consumers Want a Seamless Shopping Experience Across Store, Online and Mobile that Many Retailers are Struggling to Deliver
Date:6/4/2013

ator that would allow them to know how busy the store is.

“Stores remain a crucial asset by which traditional players can differentiate themselves from the online pure-play retailers,” said Donnelly. “They can serve as a showcase for desirable brands and places where customers can enjoy an experience and social interactions.”

The survey also highlighted the following findings:

  •     After purchasing, 81 percent said it is important for a retailer to enable them to pick up or arrange for delivery of their purchase regardless of how they paid for the item.
  •     One-quarter (25 percent) of survey respondents said they would be willing to wait a whole two weeks for free shipping.
  •     Other consumers are willing to pay for speed and convenience: 24 percent said it is important for retailers to offer same-day delivery, including 30 percent who are willing to pay $5-$10 and 19 percent who are willing to pay $11-$20 for same-day delivery.
  •     The ability to offer a range of different fulfillment capabilities is something offered by just over half (56 percent) of retailers; however, only one quarter (26 percent) have a same day delivery capability.
  •     When respondents were asked what they would do if a retailer has a product they want but it was outside normal business hours, 39 percent said they would wait until the morning for the store to open to purchase, 36 percent would buy it online from that retailer, 22 percent would search for the best price and buy the product somewhere online.
  •     49 percent surveyed are influenced by in-store offers (via promotional displays, salespeople, etc.), 56 percent are influenced by email coupons and offers and an equal amount of respondents say they are influenced by coupons mailed to their home.
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