Shopping Disconnect: Uniting Store Offerings With Customer Wants

Independent Insights Sponsored by Quikrete

Brick-and-mortar stores are still a critical component to retailers’ growth, but a recent study from Jumpmind, a point-of-sale software platform, found that the in-store experience frequently falls short of customer expectations.

The study found that while 85% of retailers say brick-and-mortar stores remain their primary growth strategy, many are still struggling to meet evolving customer expectations. Learn more about the obstacles retailers face to create positive customer experiences.

Barriers to Satisfaction

• 65% of retailers say current store tech can’t support the future of shopping
• 53% of retailers say their current POS system is holding them back from innovating their store experience
• 50% receive regular customer complaints about in-store service

Chief Threats to Retailers

• 41%: Online Competitors
• 38%: Direct-to-consumer (D2C) brands
• 28%: E-commerce platforms offering same-day delivery

Experience Disconnect

• 30% of retailers cannot view what shoppers buy online to personalize in-store experiences
• 22% of consumers say their favorite retailer does not offer an exciting in-store experience