Shoppers want technology-enabled experience: study

Heightened customer expectations for delivery are transforming the retail landscape. According to the10th Retail Shopper Study whitepaper by Zebra Technologies, 69% of shoppers in Asia-Pacific expect next-day or same-day delivery. However, 27% of shoppers are not willing to pay for shipping at any speed.

The study also showed shoppers today are demanding better prices, online options and more choices. Thirty-eight percent of them look for sales and discounts most of the time and 25% enjoy browsing even if they do not make a purchase. A small group (17%) of shoppers only shop for what is needed and 12% return to familiar stores.

Yvonne Lim, country manager, Singapore, Zebra Technologies, shared that data from the study showed very similar general trends and shopping preferences and behaviour across the world. "For example, shoppers' expectations in terms of fulfilment options, same day delivery and wanting more enhanced shopping delivery, these preferences are actually consistent in the study," she told Retail Asia.

Interestingly, more shoppers in the region remain not satisfied with the returns/exchange process in-store (55%) compared to online (51%)

Additionally, 60% of shoppers polled agree that store associates who use mobile devices for customer assistance improve their shopping experience.

Ryan Goh, vice-president and general manager, Asia-Pacific, Zebra Technologies said: “Based on Zebra’s Retail Shopper Study, today’s consumers are technology-savvy and have high expectations for their on-demand shopping needs. Retailers are increasingly turning to an omni-channel fulfilment, where real-time visibility becomes more important than ever. Retailers need to ensure they have what the shopper wants, when and where they want it, or shoppers will buy somewhere else – and may never come back. We are seeing many retailers leveraging visibility technologies to offer better fulfilment options, faster deliveries, and a seamless consumer experience.”

To enable retailers to gain real-time insight and visibility into their operations, Zebra has announced the availability of its new MC3300 handheld computer series and TC25 rugged smartphone across Asia-Pacific.