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Wednesday, January 2nd, 2013

U.S. Consumers Expect Integrated Retail

Please take a few moments to read the article below regarding shoppers’ expectations on the web. We felt that it would be important for our retail customers to be aware of the ever-increasingly sophisticated online consumers, and in turn, what it takes to have a successful ecommerce site and drive in-store traffic.

The U.S. 2012 Multichannel Shopping Survey conducted by Hybris sheds some light upon consumer behavior when it comes to making a purchase online, in relation to a company’s physical, brick and mortar stores.

Here are the Top 3 Results from this survey:

  1. 82 percent of respondents would shop again at a retailer who accepted in-store returns for online purchases
  2. 73 percent were more likely to become a repeat customer if a store offers in-store pickup of online orders
  3. 59 percent indicate ease of website navigation as the most important factor for following through with an online purchase


Steven Kramer, President of North America at Hybris, states, “Consumers are shopping on a variety of channels and devices, often simultaneously, with new technology introduced virtually every day. What we have found is that consumers have expectations that their favorite retailers will be accessible to them anytime and anywhere. Retailers who aren’t keeping up with the latest technology will find their customers moving to a retailer who will.”