Though we may have grown accustomed to transitioning over to a more digitized way of living over the last couple of weeks, it’s safe to say that our new normal will indeed be changed forever. More of us have opted into making purchases online, with many retailers suffering from a decrease in footfall as we all do our best to stay safe.
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If you harbor any doubts that we live in an omnichannel age, take a look at the following statistics. According to Google, 98% of Americans switch between devices in the same day. In the early 2000’s, only 7% of consumers used more than four touchpoints when purchasing an item. Fast forward to today, and that number has climbed to over 50%.
Forever 21 recently made headlines after filing for bankruptcy and announcing plans to close as many as 350 stores. The move is the latest in a series of seemingly successful brick and mortar retailers admitting defeat in the face of omnichannel trends—JCPenney, Abercrombie & Fitch, Kmart and Sears are just a few of the big-name brands to announce significant store closings in 2019.
Click. That’s the sound of a customer seeking out your competitor because your point-of-sale (POS) system didn’t deliver the experience they wanted or expected. You know that your QA teams tested the code and it worked. So, what happened?