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Published on Mar 29, 2017
http://cogniz.at/sstudyYT | Digital improvements may seem obvious to better the online shopping experience. But our studies of shoppers and retailers, conducted by Forrester Consulting, also identified numerous issues in stores. Only 51% of survey respondents say that the store associate they interact with are reasonably knowledgeable about the retailer’s products. As a result, only 31% of shoppers depend on store associates to find the right products to purchase. And while retailers are investing in store associates as well as online technologies to assist shoppers, consumers just aren’t seeing it or complain that the technology doesn’t work properly. Retailers must examine their store environments for opportunities to not only improve store experiences, but to understand where they may be missing service failures. Learn more at http://cogniz.at/sstudyYT