Global retailers must catch up with multi-channel consumers

Our first global survey of online shoppers reveals a world rife with online "experts" who shop across all product categories, not just music or books. This online savvy comes with increased demands for faster service, more selection, and more transparent information in shipping and tracking of goods. In our findings we outline the key trends and how global and UK retailers should respond.

In the UK we found:

• 42% of online shoppers now shop online weekly or more.
• 14% said they were new to online shopping, compared to 9% in 2010.
• When asked why they shop online, one-third of the UK sample said they were looking for better offers/lower prices, up from 9% in 2010. 

Our study also shows consumers are leading and shaping the move to online, with retailers lagging behind. We found that the majority of consumers behaviour is consistent across regions and demographics, as well as between developed and developing countries and markets.

The global consumer is becoming increasingly sophisticated and retailers cannot adapt their operating models at the same pace. Closing the gap requires a significant increase in agility and flexibility by retailers, driven by a better understanding of their customers. This means changing the way they track and measure consumer behaviour, market their products, run their stores, and manage their supply chains.

The winners will be those who have recognised these trends and are building agile organisations capable of delivering a consistent profitable proposition in a multi-channel way.

Read the full report here