We all want to create a unique customer experience, but how do you make it as easy as possible for consumers?

The flexible way customers have been able to make purchases during the pandemic has blurred the line between different sales channels and given us the opportunity to rethink the customer journey. Companies are offering new ways of shopping. These include click & collect and 'curbside pick-up'. From Adyen research shows that 50% of consumers have used it. Shopping has changed, both businesses and consumers are now open to using technology in (physical) shopping.

That this proved necessary during the pandemic is well known, less well known is that 61% of consumers think retailers should be as flexible after the pandemic as during. But we also see clear benefits arising from this. Hybrid shopping increases the likelihood of repeat purchases and higher spending. This is equally true the other way round. 70% of consumers (according to this same survey) say they would not buy from organisations that offer a poor experience online or in-store.

The more channels your customers use, the more engaged they become. Organisations testing this indicate that providing a better customer experience results in higher sales and customer loyalty. This immediately gives you the opportunity to think about your loyalty programme.

Want to know more? You can download the Adyen Retail Report 2022 here.