Market disruption has driven massive change across the retail sector, and one of the biggest breakthroughs is a major shift of shoppers toward mcommerce, or mobile shopping and ordering.
The move toward mobile commerce, or mcommerce, began years ago when consumers started using mobile apps to order retail products for curbside or in-store pickup and home delivery.
Those trends have accelerated at a dramatic pace since COVID-19, and the shift toward mobile commerce has become a new, permanent reality.
The growing trend of mobile commerce and its effect on shopper expectations.
According to the annual global shopper study:
- 90% of millennials
- 84% of Gen X
- 53% of baby boomers use mobile ordering.
- 92% of retail decision-makers agree that more shoppers are using mobile ordering, even as the pandemic has subsided.
Shoppers no longer draw a line between retail channels and, whether they buy on a mobile device, in-store, or through another channel, they expect products to be available and want a seamless experience.
Retailers must deliver a unified experience with little room for stockouts, errors, delays, or poor customer service, and their mobile order fulfillment must be as solid as any other channel in their business.
Keeping up with the new world of mobile and hybrid commerce
69% of consumers say they prefer a mix of in-store and online shopping, and the share is even higher for millennials (74%) and Gen X (73%).
On top of that, 67% of shoppers say they prefer to buy from online stores that also have a physical location. But 67% of consumers prefer to have items delivered to their door, and 60% prefer to shop with retailers that let them pick up orders in-store, at the curb, or from another location.
Retailers know they need better inventory management tools and hybrid commerce solutions to improve availability and product accuracy, meet shopper expectations across mobile and in-store, and fulfill orders across every channel with exceptional speed and convenience.
Retailers also run into problems with buy online, pick up in-store. Long wait times, out-of-stock items, and issues with customer punctuality or no-shows complicate their ability to fulfill online orders.
Leveraging strategy and technology to tackle your biggest retail challenges
This is a pivotal moment to act quickly, design strategies proactively, and make sure everyone has the right systems and technologies in place to support mobile commerce and the other challenges of today’s business environment.
As industry insiders with vast experience serving many of the country’s leading retailers, we know what you’re up against and understand the challenges you face. Our customers are the first to tell you that we know their business and industry, and we offer the best solutions and support to get the job done.