Gaurav Johri, Senior Vice President and Head, Platform Solutions at Mindtree draws attention towards the analysis of the survey conducted by them with shoppers as well as sales associates from varied retail segments to derive the how-to of a successful omnichannel strategy
In the age of the customer, shoppers use the retail channel that is most convenient to them at the time (online, in-store, mobile) and expect a seamless, consistent experience. One of the benefits of shopping in-store is to seek out a helpful, friendly sales associate who can help them understand a product better. This was recently proven in a study by Mindtree, which revealed the major influence associates have on in-store purchases. While technology allows customers to be more informed, most still feel the need to interact with an expert before making a purchase.