Retail recalibration key to success in hybrid customer era

Today at its 2022 European Exchange customer conference, Manhattan Associates Inc. (NASDAQ: MANH) announced the findings of its latest international research, highlighting the need for retailers to keep up with the pace of evolving consumer expectations. It also revealed a retail landscape where the lines between physical and digital commerce are becoming increasingly opaque and complicated.

The global retail industry has grown accustomed to disruption. Over the past decade, it has witnessed seismic structural shifts as the sector transformed for the digital era and the pandemic upended shopping habits further, thrusting billions of consumers into a more digital world.

 

Recalibrating omnichannel 

We are witnessing a period of evolution and recalibration, as it becomes increasingly difficult to distinguish between physical and digital retail.

“Shopping habits have changed forever,” commented Henri Seroux, SVP EMEA at Manhattan Associates. “There can be no return to the status quo, with 83% of retailers now claiming they operate a level of interconnection between their online and in-store functions.”

“As the retail industry recalibrates for this next normal, the ability to navigate disruption, while enhancing the physical and digital customer experience will become increasingly important; as will the technologies that allow retailers to fulfil in-store and online orders in an agile, sustainable and profitable fashion,” Seroux continued.

 

A single view of inventory

When it comes to fulfilment, the ‘one size fits all’ approach no longer works and retailers are reacting to this.

Natalie Berg, retail analyst, author and founder of NBK Retail added. “While the vast majority of surveyed retailers stated that they have a level of interconnection between their online and in-store functions (83%), only around half are offering buy in-store and return online (50%), or buy online and return in- store (46%). And, only 6% of retailers believed that they had an accurate overview of their inventory across their entire business (in-store and online) 100% of the time.

“Shoppers today expect to shop on their own terms with more than a third (34%) considering click & collect to be the most important delivery method, followed by contactless/curbside pickup at 19%. This finding highlights the importance of offering consumers choice when it comes to fulfilment options and the need for a retailer to possess a single view of inventory, as keeping that all important customer promise just got a whole lot more complicated,” Berg commented.

 

Modern stores mirror the modern consumer 

Almost a quarter of consumers (24%) now expect shop assistants to be able to check availability in a nearby store if a product is out of stock, or order that product for home delivery or collection, highlighting the blending of the physical and digital retail spaces.

Seroux continued: “40% of consumers still favour traditional sales checkout in-store, whereas, 19% would like to use more digital methods such as self-checkout on the shop floor with a shop assistant via a mobile device (8%). Interestingly, almost two-thirds (63%) of retailers agreed that checking stock availability was the most important customer-facing duty performed by their shop assistants in 2022.

“Over the last decade bricks & mortar spaces were seen as liabilities in a digital era. However, the perception of the physical store has been fundamentally changed by the impact of the pandemic.

“Today, many retailers are evaluating the roles of their stores, recognising their added value as strategic hubs for online sales, not least as a fulfilment hub for click & collect, returns, endless aisles, same-day delivery and more. While digitalisation and frictionless shopping are certainly two of the big winners from the pandemic, the research shows that we should not be too quick to discount the importance of human interaction or the role of the physical store in the era of digital commerce,” finished Seroux.

 

 Additional research findings

• 51% of consumers reported environmental/sustainability efforts were important or top considerations when choosing where and with whom to shop
• 26% of retailers believe creating a more environmentally aware and sustainable supply chain is one of their top three priorities for 2023
• 74% of surveyed retailers provide shop assistants with handheld devices that show a consolidated view of inventory across the network
• If a return is made in-store 99% of retailers make the product available for resale with 38% making it available online, 25% putting it on the shop floor and 27% doing both
• The most common reasons for starting the shopping experience online were to find the best offers (46%), to find out more about the product before they purchase (44%), to make sure the product is in stock (42%) and to read reviews (41%)
• 68% of retailers reported that they were now operating micro-fulfilment strategies in efforts to service the numerous channels used by today’s hybrid consumers
• 65% would like to have a choice of couriers and delivery dates, and 18% would like a choice of couriers with different cost options

If you have been interested by any of the research findings or emerging trends and would like to find out more, you can download the full report ‘Recalibrating for the Next Normal’ here.

 

RESEARCH METHODOLOGY AND SAMPLE SIZE

3,500 adult (18+ years’ old) consumers were surveyed about their sentiment and attitudes towards the role of the physical store, innovative fulfilment options, inventory visibility, convenience, consistency across channels and the shift in commerce. 

700 management or senior-level retailer respondents, representing Tier 1 retail organisations (generating more than $100m in annual revenue) and operating stores and online, in Grocery, Consumer Electronics, DIY and Home Improvement, Beauty, Sporting Goods, Fashion and Pets sectors were surveyed about their technology-based investment plans to support ecommerce, reduce customer friction and increase fulfilment options. 

Consumer and retailer respondents were based in the following countries: France, Germany, Italy, The Netherlands, UK and USA.