The shopper experience is key when clients have to make a decision.
According to Nielsen study, 90% of the buying decision is based on emotions. If we add that 86% of the decision is taken directly on the shop floor we could understand the importance of shopper experience.
The Shopper experience is an intangible aspect but is directly related to client satisfaction. There are many factors to be considered when a client has to decide on a store or a product. Price, packaging, referral, and location are important, but emotion is the key and makes the client put aside everything else.
According to the American Express Survey, 78% of customers admit to having stopped shopping after a bad experience.
How does a cart or a shopping basket influence the shopping experience?
It’s simple, the more fluid the customer visits, the better the sensation. It’s related to simplifying the shopping process. A cart or a shopping basket has the job of helping the consumer to buy and let him free to choose his products.
The ease with which the client moves around with his cart or basket, the capacity, or even the noise affects the time spent in the shopping process. Consequently, it directly affects the average purchase of ticket.
Dillard’s, the American giant, for instance, has raised the average ticket size of its Dillard’s Clearance simply by adopting our vertical basket SUPERBOND, the biggest basket in the market.
The same happens with IKEA, Zeeman, Century 21, and many other retail chains.
The online sales and the shopping experience
Recent studies reveal that many sell made through online channels were decided on physical stores. The big retailers affirm that their online store is nurtured by the client from an offline store. Knowing that the retailers are adapting to this new format. Offering an unforgettable shopper experience has become one of the main goals of the brands. Better equipment, modern stores, well-lit, entertainment, and food inside the stores are some of the incentives used to improve the shopping experience.
Primark for instance, just opened in Birmingham its biggest store, with more than 15000 square meters, of which a big part is dedicated to a themed coffee and a beauty salon. Ikea and Leroy Merlin, for example, have opened areas inside their stores exclusively dedicated to customizing spaces.
To summarize, when it is time to compete with a virtual word or use it to complement sales, the shopper experience inside a physical store is paramount.
It is a trend now and looks like it will stay for a while.
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