Retail supply chain software for enhanced supply chain efficiency, encompassing warehouse & transportation solutions, inventory control, and strategic/planning modules.

New JDA Global Consumer Survey Finds Balance Needed Between Shoppers’ Demands and Privacy Concerns

Global survey of 12,000 consumers reveals that personalization and convenience are universal desires shared by all shoppers

New JDA Global Consumer Survey Finds Balance Needed Between Shoppers’ Demands and Privacy Concerns
Today’s retail environment is more complex than ever, given the rise of e-commerce and a rediscovery of the age-old truth that “the customer is king.” As retailers across the globe struggle with demands for both personalization and convenience, balanced with consumer skepticism on data privacy, JDA Software, Inc., and Centiro explored consumer trends in key markets in its 2018 Global Consumer Survey, released today.

Shopping in-store remains the most popular experience overall (preferred by 38 percent), although online options were preferred in some of the surveyed countries, such as China where online shopping via mobile/tablet (34 percent) was the preferred option. Regarding in-store shopping, global respondents said that having the right product in stock is the most important aspect of their shopping experience (34 percent), followed by having a variety of products to choose from (29 percent).

Regardless of where transactions ultimately occur, according to the survey, online is the first stop on the shopper journey for clothes (46 percent), home goods (48 percent) and electronics (63 percent). Younger consumers (ages 18-34) are more likely than average to begin their shopping journeys for each of the categories with recommendations from friends or family; the proportion of those who start their purchase journeys with input from friends or family decreases among older consumers.

“This notion that stores are dying or there is a ‘retail apocalypse’ is exaggerated. Instead, this is a time for a retail rebirth,”
said Lee Gill, group vice president, global retail strategy, JDA. “While the industry may refer to it as ‘omni-channel’ retailing, consumers across the globe no longer strongly distinguish between online and in-store channels. All retailers are struggling with balancing the personalization traditionally offered through e-commerce shopping with the convenience of an in-store experience. We see this time and again as more e-commerce retailers are opening brick-and-mortar shops, and traditional retailers are looking to strengthen their digital and direct-to-home fulfillment.”

Balancing Personalization with Privacy

According to the global survey, 40 percent of respondents have used voice-controlled devices or services for some aspect of their shopping journey (ex: Siri, Alexa, Google Home, Tmall Genie, etc.), with 23 percent of those using them to make purchases.

While global consumers continue to embrace new technology for both research and transactions, they are somewhat hesitant about how their personal data is being used. Overall, 75 percent of respondents said they’re concerned about their online and in-store shopping history, such as transaction history and online searches, being used to provide better, more-personalized service.

“While consumers are looking for personalization from retailers in theory, there are still concerns about how their data is being used for the execution,” said Gill. “Both consumers and retailers are trying out emerging technologies to determine what will work to provide the increased level of personalization, while staying within consumers’ current comfort level.”

Globally, the majority of respondents who shop in physical retail stores have used some form of emerging technology while shopping, whether it’s mobile coupons or discounts (49 percent) or individual recognition and personalized service based on loyalty programs (26 percent). However, UK consumers who shop in-store were least likely to have tried new technology in their shopper journey, with 70 percent of UK respondents claiming they have not used any emerging technology in stores, while over 90 percent of Chinese in-store shoppers said they have used emerging technology in-store.

When asked about the potential of augmented reality (AR), 60 percent of global respondents said they would be more likely to make a purchase if they could use AR to preview products. However, China continues to be more progressive when it comes to advances in retail technology for consumer experience. Ninety percent of Chinese respondents said they would be more likely to purchase items based on AR, as compared to only 32 percent of UK respondents.

Returns and Store Fulfillment Seen as Convenient, Time-Saving
The convenience factor of returning items to the store continues to be the primary driver for consumers. Forty-nine percent of global respondents have used Buy Online Return In-store (BORIS) service, with half (50 percent) saying they’ve returned items bought online to stores because it was easier or faster, or because they would get a refund or store credit faster than by mail. Thirty-six percent of those who have used BORIS in the past 12 months chose this option because the item purchased online was not what they expected, while 27 percent said that they bought multiple sizes or options for convenience and returned what they didn’t want or need.

“The volume of returns is increasing for a variety of reasons. As well as customers ordering multiple sizes, more than a third said they returned items in-store in the past 12 months because an item they purchased online was not what they expected,” said Gill. “This reverse logistics trend continues to cause problems for retailers, who are seeing repeat, serial returners. However, tangible rewards come from a good returns process: The survey showed that 71 percent of respondents claimed that they frequently or sometimes buy additional items when returning things to stores, meaning returns can actually provide an opportunity to secure a sale by offering alternative items.”

However, the ease of returns doesn’t just apply to retailers that offer brick-and-mortar return services. According to the survey, 81 percent of those who shop for products online said that following a poor returns service from an online retailer, they were likely to switch to a different vendor for future purchases.

“We’ve now reached the point where people would choose a retailer based on the quality of delivery and returns it offers,” said Niklas Hedin, CEO of Centiro. “Almost nine in 10 (87 percent) of those in the U.S. or EMEA who shop for products online said the ability to track orders from checkout to front door would influence who they would shop with. Retailers need to keep pace with evolving consumer habits and provide greater delivery transparency to shoppers, otherwise they risk losing future customers.”

Sixty-nine percent of those who shop for products online have used a Buy Online Pick-up In-store (BOPIS) option. Respondents used BOPIS in the last 12 months to avoid home delivery charges (42 percent), get the product sooner than it would be shipped (36 percent) and for added convenience over home delivery (33 percent). In addition, 66 percent of those who used a BOPIS service said they either frequently or sometimes make additional purchases while picking up items in-store, underscoring an opportunity for add-on sales.

This global survey was conducted by Opinium, a strategic insight agency, between late May to early June 2018. The findings are based on 12,000 online interviews with respondents in Asia (2,000 in China, 1,000 in India), Europe (2,000 in the UK, 1,000 in France, 1,000 in Germany, 1,000 in Italy, 1,000 in Sweden), North America (2,000 in the US) and Oceania (500 in Australia and 500 in New Zealand).

Manhattan Associates and Newmine Partner to Advance Unified Commerce

Newmine joins the Manhattan Value Partner (MVP) program of leading supply chain and logistics, inventory, and omnichannel commerce providers.

LC Waikiki Leads the Fashion Pack with Infor

Global Fashion Retailer Invests in Infor CloudSuite PLM for Fashion to Boost Agility and Drive Rapid Growth

Replenishment As A Service (RaaS): A New Approach To Customer Retention

Research shows that acquiring new clients is six to seven times more expensive than retaining the ones you have.

Figures reveal mobile pallet could release 600,000 staff hours into UK convenience stores

The figure is revealed in CHEP UK & Ireland’s new guide which assesses the current challenges facing the sector.

Half of UK CIOs & CTOs invest in in-store digital capabilities to replicate the convenience of online services

New research by REPL Group reveals UK retail CIOs & CTOs are investing in up-to-date pricing and quicker payment options in-store.

REPL Creates Workforce Management Function in Microsoft Teams to Drive Employee Engagement

REPL integrate JDA Workforce Management with the Microsoft Teams interface to allow access to almost real-time employee information

Coop Sweden to Improve Availability and Reduce Waste with JDA

Leading Swedish grocery retailer to deploy JDA’s Category Management solutions to allocate space & localize planograms across 800+ grocery stores

Eco-conscious shoppers expect retailers to foot the bill for greener deliveries

Most British shoppers want eco-friendly online deliveries, but six in ten (62%) will not pay any extra for them

Cover Genius delivers for ShipStation’s global merchant network

ShipStation partners with global insurtech to offer merchants customer-centric insurance solutions

Honeywell Helps Apparel Logistics Group Triple Daily Output from its E-Commerce Distribution Center

Honeywell announced agreement to help the retail supply chain services provider via automated material handling solutions.

Bureau Veritas Advises the Food Industry to Lead On Sustainable Procurement As Demand Grows

Record numbers of consumers turn away from firms with a negative environmental and social impact

Boxing smart to slash carriage costs

Over-sized boxes often distresses consumers and at the same time shippers pay excessive charges to ship fresh air.

Meyer adopts new HMRC Customs Declaration Service with Descartes

Meyer, the UK's largest kitchenware supplier and importer, has been one of the first retailers to successfully transition to the new HRMC (CDS)

Four steps to achieving successful demand forecasting

Forecasting remains one of the top three issues suppliers face

Atos to migrate the infrastructure of international retailer Damart to the cloud with Google Cloud

A 6-year contract for digital transformation combining Google Cloud Platform (GCP) and Atos’ Digital Private Cloud platform/

REPL supports BP to drive a global Retail Site transformation programme

New cutting-edge head office, back office and stock management system to operate in thousands of BP retail stores globally

Manhattan Associates and BRP Consulting Work Together to Deliver Next-Generation Unified Commerce Platform

The new partnership to deliver next-generation omnichannel and point-of-sale solutions that aid seamless, holistic shopping experience

Imagination Park Acquires Key Patents for the Augmented Reality Industry

Patent Portfolio Covers Augmented Reality and Location Based Games

IBM comes to offline retailers’ rescue with smart mirror technology in India

IBM is working on smart mirror technology to enhance the shopping experience and facilitate informed decision making for offline retailers

Retail Technology Firm Wins Queen’s Award for International Trade

REPL Group has today been announced as a winner of the prestigious Queen’s Award for Enterprise in the International Trade category.

Zorro Abarrotero Optimizes Space Plans with JDA

Leading Mexican retailer implements JDA Space Planning to enhance information processing and customer experience

Wincanton wins eFulfilment brief for Homebase

Full carrier management service to drive positive customer experience

JDA and Panasonic to Establish Joint Venture Company in Japan

Strategic agreement aims to expand provision of companies’ joint solutions to optimize factory, warehouse and retail digital supply chain operations

Ubamarket partners with Henderson Technology bringing in-store innovation to retailers and shoppers

Ubamarket has announced an innovative partnership with Henderson Technology

Ardene's Store Expansion Supported by Connected Retail Technology

Sensormatic Solutions offers wide range of loss prevention options and insights to address varied needs in more than 375 fast-fashion retail locations

Delivering the Future: FedEx Unveils Autonomous Delivery Robot

FedEx SameDay Bot is an Evolution for Same-Day, Last-Mile E-Commerce Deliveries

Mixed Place integrates Mixed Reality content at two of Europe’s largest retail chains

After completing projects with Billa and Ahold-Delhaize, the company is now preparing to raise $7 million to market its technology globally

Spotlight on traders in retail: AEB hosts global trade business lunch at Retail Week’s LIVE

VIP Business Lunch on Wednesday, March 27, 12.40 – 1.40pm: “Dynamic global trade environments – what’s the key to success?”

Ryder Disrupts E-Commerce Industry by Enabling Manufacturers to Go Direct to Online Consumers

Ryder’s alternative to third-party marketplaces delivers 270% volume increase with 99.9% on-time delivery in peak season for a global manufacturer

What impact has technology had on the way we shop?

Technology and the internet have already drastically changed the shopping industry, but what does the future hold?

Retail spending bounces back in December but UK retailers faced a tough festive period

Retail spending bounced back in the UK in December 2018 after a tough November as GlobalData’s total retail index rose by 11.5 points

What’s in Store for Retail in 2019? Manhattan Associates Makes its Top 5 Predictions

Shoppers becoming ever more demanding and retailers under pressure to deliver the seamless service experience consumers crave

New JDA Survey Finds Retail C-Suite Embracing AI and Edge Technologies to Improve Customer Experience

New JDA Survey Finds Retail C-Suite Embracing Artificial Intelligence and Edge Technologies to Improve Customer Experience

Manhattan Associates Elevates In-Store Customer Service with Expanded Customer Engagement Solution

New Enhancements Give Store Associates the Tools They Need to Deliver a Consistently Outstanding Customer Experience

Theatro and Honeywell to Develop Enterprise Wide Mobile SaaS Solutions to Empower the In-Store Workforce

Honeywell to resell Theatro SaaS Services to provide a seamless service experience across Honeywell’s Mobility EdgeTM devices and Theatro’s IoT

Tinyclues Leads AI-first Transformation of Retail Marketing

Retailers using AI have measured on average 79% higher campaign revenue and a 51% increase in customer engagement

Zebra’s Mobility DNA Suite Achieves Oracle Validated Integration with Oracle Retail Store Inventory Management

Unified solutions streamline staff communications, device manageability and improve in-store associate productivity

Showcasing Leading AI and ML Solutions, JDA Predicts “What’s Next in Retail”

JDA will showcase how AI/ML helps retailers reimagine customer experiences featuring RaceTrac, bonprix and Morrisons

PR Agency One appointed to help Dutch retail software expand in UK market

Manchester's PR Agency One has just been appointed to help Omnia Retail, a pricing software for retailers, to launch itself within the UK.

Retailers must 'go the extra mile' to overcome inefficient and unprofitable delivery models

Capgemini global study finds 3 in 4 customers would increase spend and be more willing to try new offerings in return for satisfactory online grocery

JDA and InContext Solutions Partner to Provide the Next Generation Retail Merchandising

Combination of InContext’s mixed reality solutions and JDA’s category management solutions empowers in-store retailers

Christy Sports Selects Jesta I.S.’ Foundational Omnichannel Platform to Support Its Growth

One of the largest winter sports specialty retailers in the U.S. implemented Phase One of Jesta I.S.'s end-to-end foundational retail suite

itim presents its pricing and promotions software for retailers

UK retail software vendor, itim, is launching new cloud-based pricing and promotions software in 2019.

Atheon Analytics announces SKUtrak Developer: custom visual data analytics service package

SKUtrak® Developer unlocks advanced business insight by combining retailer and supplier data sources delivered through best-practice visual analytics

Simple driverless transport for quick retail returns

An online retailer’s profitability will stand or fall on having time- and cost-effective returns management.

Retail Stores Still Important for Holiday Shopping Experience

In-store shopper numbers for Black Friday week saw year-over-year improvement

Retail supply chain management and the rise of fast fashion

From the incredible pace of turnover in style trends to the excess waste it produces, today’s fast fashion phenomenon is a controversial topic

Discerning shopping tastes of younger generation around Black Friday revealed

69% of younger shoppers expect customer service to improve during the period, highlighting a desire for a positive experience