Retailers need to be aware that digital services are now expected as standard by consumers. Research from cloud-based omnichannel platform, Kibo, stated only 5% of consumer prefer to completely avoid multichannel shopping.
The study of 3,000 UK and US consumers also found that customer loyalty is depleting in the digital world, as more than half of both US (54%) and UK (56%) shoppers are willing to switch to a rival retailer if their preferred method of delivery is not available.
