The Case of the Missing Omni-Channel Strategy

omnichannel strategy

A recent Mystery Shopping study by Kibo indicates that although 87% of retailers do provide product locators on their website, only 35% display the quantity of inventory available.

According to Tushar Patel, CMO of Kibo: “The majority of retailers in our study understand the importance of providing product locators on their website, but most could only display only one of two messages “in-stock” or “available” without any specific information on quantity. Today’s demanding customer is moving fast and furiously when shopping and wants the assurance that items are actually in-stock before they visit the store. Retailers should know better than to force their customers to go the ‘old-fashioned route’ and either call the store or take a big risk in making the trip to the store without sure knowledge of the payout. By offering specific details of inventory availability at a specific store, combined with BOPIS, retailers can more easily capitalize on a customer’s desire to purchase a product right now. This capability will be critical for retailers over the next three months as shoppers prepare their holiday shopping lists and trips.”

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