You may think that more and more consumers are moving their purchasing to the Web or mobile device. However, according The NPD Group, Inc., a leading market research company, 15-20 percent of consumers in 2011 checked out products in stores before buying online, or called “showrooming”, for product categories like stand mixers, electric knives, sewing machines, and some floor cleaners. Other categories like power tools, hairsetters, and robotic vacuums are now beginning to show signs of the “showrooming” trend as well.
It is doubly important to present a consistent, personalized, and relevant shopping experience for your customers, no matter whether they interact with you in-person in your store, with your sales agents or call center agents, over the Web, or using a mobile device. Your goal is to make that experience across touchpoints as seamless as possible.
