Online retailers are failing to cater for multi-channel customers.
According to a new report from the IVIS Group the top 50 UK retailers are failing to capitalise on technology and are offering consumers a service that just isn't joined up.
Multi-channel is the big buzzword of the moment but the report shows the top retailers aren't quite grasping the meaning of multi-channel. Just 44 percent of the top 50 retailers in the UK, by revenue, allow customers to order products online and collect them at the nearest store, despite multi-channel shopping becoming an increasingly popular purchase method.
Paul Bolton, Director of Product and Corporate Strategy at IVIS Group explains, "In-store and online crossover is a growing trend, but the number of retailers offering this service is low - even when taking into account that certain product types may not suit the click-and-collect model," said.
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