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"They say there’s nothing quite like retail therapy, but what happens when online shopping just feels like it’s lost its spark?” asks Jeena Sharma in Retail Brew.
“Well, more than 3 in 4 consumers say that while e-commerce is ‘functional,’ it’s just not fun anymore, a new study by Criteo found."
According to "The Spark Of Discovery" report by global marketing and media company Criteo, who surveyed 6,000 consumers in six different countries, shoppers describe online shopping...
as a chore, 29%
as lonely, 79%
as overwhelming, 78%.
Ouch!
When do shoppers prefer ecommerce? No surprises there either:
Save time, 48%
Easier price comparison, 45%
Avoid crowds, 38%
Better discounts, 38%
Broader range of products, 34%
The report went on at some length to propose how ecommerce businesses could imitate the best practices of specialty retailers.
Criteo’s study certainly documents what many of you have sensed for years.
Online shopping is a fine answer, particularly for commodity or perfunctory items.
But especially for discretionary purchases, ecommerce can be, dare we say, just a cheap imitation of a specialty store shopping experience.
What does this mean? Opportunities abound for brick-n-mortar retailers to sharpen their competitive edge of the in-store shopping experience.
But first, recognize what an advantage it is!
Focus on what is special about the in-store experience you offer. How can that be enhanced? Or better merchandised and communicated?
As Criteo noted in their report:
"Shoppers want more than just a seamless checkout; they want to feel understood, engaged and valued.”
Ecommerce merchants are scrambling to try to match in-store shopping experience: the joy of discovery, the emotional connection, the fun!
Be sure that the experience your stores offer cannot be matched.
Then, take a page from what ecommerce folks do best.
Intensify your use of the good practices of ecommerce operations.
First, be much more proactive in reviewing and analyzing the shopping data you already have in your business. All part of what we call finding your most profitable customer. (See The ROI for more about that.)
Then, as the saying goes, “When you’ve got it, flaunt it!”
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* "Some customers now say online shopping is just boring: survey." Jeena Sharma, Retail Brew, April 25, 2025.
** "The Spark Of Discovery. Reigniting The Emotion of Ecommerce." Criteo
The constant challenge for retailers is to anticipate what their customers really want. And this year, there seem to be plenty of choices available.
It is all part of the on-going challenge of retail; the art and craft of being a merchant. Then there are the customers who are reacting to the constant drumbeat of news about supply chain issues, merchandise shortages, and looming price increases by starting their shopping early.
Adding to this stampede, some major chains were launching their Black Friday specials before Halloween!
Throughout the pandemics, many independent retailers successfully shed their "technology laggards" label, as they pivoted to embrace an array of digital tools. Yet going forward, it is well to keep in mind what really matters to the customers. And it may not be more technology. A recent survey* of more than 2,000 customers provides some interesting insights as to who shops where, why, when and how. It especially highlighted the differences between "large stores" and "smaller stores" (or as we view them, "specialty stores.")
Hmm. This suggests to us that shoppers essentially are treating large stores the same way they treat the internet:
People don't go into retailing to be financiers.
But few are attracted to the financial part. Which is exactly why The Retail Owners Institute website has been built! Given our years of experience consulting with retailers, especially in turnaround situations, our speaking at conferences and publishing in trade publications, we wanted to "level the playing field" for retailers.
It has begun; the 4th quarter of the year. But sadly, Covid-19, the Delta variant, and now the Alpha variant will have huge influence. Meanwhile, there is no shortage of opinions and predictions about the economy, whether from Wall Street, the Fed, Capitol Hill, or your buying group or retail trade association. Amidst all this, we were intrigued by a report that could be of far more value to retailers: results of a monthly survey of consumer concerns.* After all, for retailers, the shopper matters much more than the pundits on the business pages.
What is the definition of "value" for customers? Pretty straightforward, actually.
Wait. What? "Benefits received?" "Burdens endured?" Turns out, the only single answer to "What is value?" is, "It depends." Don't just roll your eyes. What constitutes value for your customers increasingly is a make-or-break part of retailing.
It's a given that your sales volume is a very big deal. Granted, you are analyzing it every day. But here's a slightly different approach which you may find very revealing. Let's start with a couple truisms. The definition of retailing is “selling to the ultimate consumer.” Retailing also is having "the right product at the right price at the right place at the right time for the right customer." But, as retailers ponder how best to manage sales in the current consumer environment, does it really matter whether their "right customers" buy from them in-store or online? Actually, it might! And here’s a simple, free "pilot project" to find out a little more.
Incredible value! 👀
Start NOW!