Christian Retailing

NEWSLETTERS Current Issue Study: Personalization, social media key to retailer success
Study: Personalization, social media key to retailer success PDF Print E-mail
Written by Jeremy Burns   
Thursday, 23 January 2014 02:34 PM EST

22020366Sm__Istockphoto-GalaxyPhoto-webConsumers engage with retailers’ Facebook pages more than they do with stores’ websites, according to a new study from Infosys, a global consulting, technology and outsourcing firm. Even more important for retailers’ bottom line is the fact that nine in 10 consumers say how much they spend is impacted by their social media engagement with a brand.

The Rethinking Retail study is a detailed report based on interviews with 1,000 consumers and 50 general market retailers across the U.S. In addition to the impact of social media on spending, the study reveals how retailers are struggling to create the kind of personalized experience online and in stores that drives increased sales.

The study also found that women are twice as likely as men to be influenced by Pinterest, while YouTube influences twice as many men as women. Foursquare, meanwhile, influenced only 2% of consumers, women or men.

Nearly two-thirds (63%) of consumers said that consistency across channels plays a role in their spending tendencies with a particular brand. High consistency across a brand’s channels means greater spending for 34% of consumers, while 39% say a lack of consistency results in a reduction of spending.

“Creating a consistent experience across all physical and digital touch-points has a direct impact on sales,” said Sandeep Dadlani, senior vice president and head (Americas) of retail, consumer packaged goods and logistics at Infosys. “However, with the dominance of social media, creating a consistent and personalized relationship with consumers is now much harder. Retailers and brands need to arm themselves with the technology that can ensure their fans and brand advocates receive the same personalized service across channels to increase sales.”

Although 59% of consumers who have experienced personalized offers believe it has a noticeable influence on their spending, many retailers’ offers are not hitting the mark. Nearly two-thirds of retailers (62%) reported that they featured personalized offers in store, but only 20% of consumers reported even noticing that sort of offer.

This may be due, in part, to some retailers’ focus on online channels versus in-store offers for product recommendations (39% online versus 10% in-store) and personalized promotions (48% versus 3%). A minority (45%) offer product recommendations or personalized offers online and in-store. Getting those offers in front of patrons in-store may be paramount, as the study shows consumers are three times more likely to impulse-buy in-store than online.

Lack of technology was cited as the most common factor preventing retailers from creating a more integrated customer experience, with 38% claiming it as a key barrier. Nearly all (96%) of consumers expect retailers to do the obvious and inform them of new products, while only 34% of retailers can track consumer trends in real time, reducing their ability to roll out appropriate offers to drive sales.

 

In this current issue:

CBA recasts retail show to unite Christian products industry

News image

From content creators to church bookstore managers, the Christian products...

READ MORE

Gift exhibitors pleased with buyers’ response at Unite 2016

News image

Gift vendors report mostly positive experience at Unite 2016, although...

READ MORE

New Voskamp, Cahn titles headline upcoming releases

News image

Exhibitors at Unite 2016 promoted key upcoming book and Bible...

READ MORE

CBA proposes new business model for member retailers

News image

CBA and Content Road Media have joined in a strategic...

READ MORE

Hip-hop, science fiction cited as Christian product trends

News image

CBA’s Christian Product Trends workshop gave retailers attending Unite 2016...

READ MORE

Nielsen research, panel review state of Christian market

News image

Four of the Christian products industry’s CEOs shared their thoughts...

READ MORE

Targeted marketing, data tracking help Parable, Covenant stores

News image

The Parable Group and Covenant Group make targeted marketing and...

READ MORE

Logos group names Walter Wangerin Author of the Year

News image

Best-selling author Walter Wangerin was named Author of the Year...

READ MORE

DaySpring director highlights need for ‘real’ customer connections

News image

Christian retail customers long for community, says DaySpring Brand Director...

READ MORE

CBA honors international publisher with Lifetime Achievement Award

News image

CBA honored Jean-Luc Cosnard, a Christian publishing innovator and former...

READ MORE

James Rubart wins Christy Award Book of the Year

News image

The 2016 Christy Award winners were announced Monday in a much...

READ MORE

Christian retailers encouraged to 'stand and engage'

News image

Christian retailers and suppliers were called to "Stand and Engage"...

READ MORE
100%
-
+
0
Show options

a