Key findings

Invest in the mobile site, not the mobile app

35% say the mobile/smartphone will become their main purchasing tool.
Invest in the mobile site, not the mobile app
Invest in talent

Invest in talent

Still #1 –78% want sales associates with a deep knowledge of the product range.

Invest in big data insights, not just data collection

It’s all about ME: 59% want real-time personal offers designed especially for them.

 

Invest in big data insights, not just data collection
Invest in an Amazon.com strategy

Invest in an Amazon.com strategy

56% of shoppers use Amazon.

 

Invest in the “story” – not traditional Advertising

39% use social networks to get inspiration for purchases.
Invest in the story - not traditional advertising
Invest in more secure platforms

Invest in more secure platforms

65% fear their personal information being hacked.

 

Invest in keeping already loyal Customers

61% are loyal – they know what they like and buy it most often.
Invest in keeping already loyal customers
Invest in showrooms, not the entire store network

Invest in showrooms, not the entire store network

59% want an inviting ambiance when they shop.

 

Invest in the authenticity of branded goods

31% of jewelry and watch buyers worry that some products sold online aren’t genuine.
Invest in the authenticity of branded goods
Do you currently own a wearable device that tracks or monitors your health?

Invest in healthcare offerings

16% own a wearable device that tracks or monitors health – and 31% plan to in the future.

Contact us

John G. Maxwell
Global Consumer Markets Leader
Tel: +1 (646) 471 3728
Email

Harry Doornbosch
Global Consumer Markets Tax Leader
Tel: +31 (0) 88 792 36 83
Email

Hans Borghouts
Global Consumer Markets Digital Leader
Tel: +31 (0) 88 792 76 71
Email

Melissa Palmer
Global Consumer Markets Assurance Leader
Tel: +1 (617) 530 4473
Email

Leslie Moeller
Global Consumer Markets Advisory Leader
Tel: +1 (216) 696 1767
Email

Neil Sutton
Global Consumer Markets Deals Leader
Tel: +44 20 721 31075
Email

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