All together now

A cross-channel approach will separate the winners from the losers

Failing to offer a unified shopping experience could cost retailers $887 billion, according to a new report by 451 Research commissioned by Adyen. The research group surveyed more than 1,500 North American consumers in Q1 of 2019 and found that an additional $296 billion was at stake when customers were offered what they wanted.

• Delivering positive shopping experiences and addressing negative ones creates a momentous opportunity, totaling $1.2 trillion

• 2 in 5 consumers abandoned a purchase in the past six months due to a lack of cross-channel buying options, like buying online and picking up in-store

• 2 in 5 consumers have abandoned an in-store purchase due to the lack of a preferred payment option

The study also addresses the gap between what retail executives believe about their customers and what those customers say they want and need.

See highlights from the study here, or fill out the form to get the full report.