ALLEN, Texas, May 06, 2021 (GLOBE NEWSWIRE) — A new survey of UK consumers, conducted by PFS, the operations business unit of PFSweb, Inc. (NASDAQ: PFSW), reveals that as consumers head into an increasingly “digital-first” era, customer loyalty will hinge on a brand’s ability to bridge the disconnect between the physical and eCommerce channels.
With 80% of all respondents in the survey confirming they missed at least one aspect of the traditional shopping experience while perusing online, brands have been hard-pressed to replicate tangible in-store elements digitally during the pandemic.
The research has uncovered that to form new brand connections online, fulfillment will serve as a key differentiator, with omnichannel fulfillment offerings such as buy online, pick-up in-store (BOPIS) or buy online, ship-from-store models acting as the linchpin, bridging the gap between the two channels.
Key findings from the research include:
- 43% of consumers have missed being able to touch products while shopping online
- 41% missed testing products for size, color, etc., as they would in-store
- 21% reported that online customer service is not as good as in-store assistance
- 46% of millennial consumers, and 35% of respondents overall, admitted that they have had such an unsatisfactory shopping experience with a previously trusted brand this past year that they have gone on to look elsewhere
- Slow delivery (18%), lack of available stock (17%) and difficult returns processes (14%)…