Customers are more empowered than ever before, presenting your business with significant challenges but which, when handled correctly with multi-channel software, could also be huge opportunities.

1. Three Powers Customers Have
Now That They Never Had Before

2. Three Powers Customers Have
Now That They Never Had Before
Customers are more empowered than ever
before, presenting your business with significant
challenges but which, when handled correctly
with multi-channel software, could also be huge
opportunities.

3. Technology and the internet have strengthened
the customer’s hand when it comes to shopping.
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4. Technology and the internet have strengthened
the customer’s hand when it comes to shopping.
Here are three new powers that they never
had before, which need to be considered by all
multi-channel retailers:
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5. 1
The power to
share their views
far and wide on
social media
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6. Social media gives everyone a voice. Twitter
and Facebook allow users to say virtually
anything about any topic of their choice.
Including your business.
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7. Social media gives everyone a voice. Twitter
and Facebook allow users to say virtually
anything about any topic of their choice.
Including your business.
95%
“95% of
consumers
use at least
one type of
social media.”
IDG Research
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8. Often, customer complaints are broadcast
to thousands of listeners on social media
channels before reaching you. However,
according to Maritz Research:
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9. Often, customer complaints are broadcast
to thousands of listeners on social media
channels before reaching you. However,
according to Maritz Research:
86%
86% of
complainants would
actually like your
company to follow
up their issues
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10. Often, customer complaints are broadcast
to thousands of listeners on social media
channels before reaching you. However,
according to Maritz Research:
86%
75% of social media
complainants report
they are satisfied by
the response they
receive
86% of
complainants would
actually like your
company to follow
up their issues
75%
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11. Your responses are visible to the
customer’s followers, offering a
chance of reclaiming the situation
for positive PR purposes.
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12. Your responses are visible to the
customer’s followers, offering a
chance of reclaiming the situation
for positive PR purposes.
Social media reputation could significantly
affect your brand image and should not
therefore be ignored. It is increasingly important
to meet and engage with customers where they
are to increase sales potential.
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13. 2
The power to research
your competitors, and
information about
your products
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14. Even though they may be standing in your
store, customers using smartphones may be
‘showrooming’ - checking products and services
elsewhere. In 2011, InsightExpress found:
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15. Even though they may be standing in your
store, customers using smartphones may be
‘showrooming’ - checking products and services
elsewhere. In 2011, InsightExpress found:
59% of smartphone
users carried out
price comparison
searches in-store
59%
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16. Even though they may be standing in your
store, customers using smartphones may be
‘showrooming’ - checking products and services
elsewhere. In 2011, InsightExpress found:
59% of smartphone
users carried out
price comparison
searches in-store
59%
65% checked your
company website
in-store
65%
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17. Even though they may be standing in your
store, customers using smartphones may be
‘showrooming’ - checking products and services
elsewhere. In 2011, InsightExpress found:
59% of smartphone
users carried out
price comparison
searches in-store
59%
65% checked your
company website
in-store
65%
43% checked
your competitor’s
website
43%
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18. Even though they may be standing in your
store, customers using smartphones may be
‘showrooming’ - checking products and services
elsewhere. In 2011, InsightExpress found:
59% of smartphone
users carried out
price comparison
searches in-store
59%
65% checked your
company website
in-store
65%
43% checked
your competitor’s
website
43%
26% visited a price
comparison search
engine to find a
better price.
26%
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19. Naturally, shoppers will
check other prices, offers and
deals when they are at home
too. It is therefore essential
that your business develops
an approach which offers
additional value, such as
improved customer service,
to provide differentiation in
the market.
www.sanderson.comwww.sanderson.com

20. Naturally, shoppers will
check other prices, offers and
deals when they are at home
too. It is therefore essential
that your business develops
an approach which offers
additional value, such as
improved customer service,
to provide differentiation in
the market. Multi-channel
retail software with combined
CRM functions will allow you
to accurately track customer
data and use it to formulate
better service offerings.
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21. 3
The power
to buy from
anywhere,
anytime
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22. In the same way
customers can
check products
and services from
their smartphones,
they can also buy
using them. So
long as they have
an active Wi-Fi or
mobile connection,
making a purchase
is a simple matter.
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23. In the same way
customers can
check products
and services from
their smartphones,
they can also buy
using them. So
long as they have
an active Wi-Fi or
mobile connection,
making a purchase
is a simple matter.
29%
“29% of smartphone
owners have
purchased an item
using the mobile web
in the past six months.”
Orange Exposure
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24. “Of 6,000 consumers surveyed,
over one quarter (27%) said
that they will be willing to use
contactless mobile payment
when available to them,
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25. and almost half (47%) of these
would be willing to pay for
goods up to the value of £20,
“Of 6,000 consumers surveyed,
over one quarter (27%) said
that they will be willing to use
contactless mobile payment
when available to them,
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26. while an impressive
15% would be
comfortable to
spend £50 or over
using contactless
mobile payments.”
edigitalresearch.com
and almost half (47%) of these
would be willing to pay for
goods up to the value of £20,
“Of 6,000 consumers surveyed,
over one quarter (27%) said
that they will be willing to use
contactless mobile payment
when available to them,
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27. The mobile commerce market is
predicted by ABI Research to be worth
$119 billion (about £76 billion) by 2015,
proving that the medium will continue to
grow in popularity with consumers looking
to shop at their convenience. Robust
multi-channel software is required to
underpin each of your sales operations -
just make sure it includes mobile.
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28. To find out more about
multi-channel retail
strategy, download
How to guide: smaller
retailers which
became multi-channel
success stories now!
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1
How to Guide:
Smaller Retailers Which Became
Multi-Channel Success Stories
New Look, Apple, GO Outdoors and Dwell; they’ve
all got something in common, and that’s a leading
multi-channel strategy.
www.sanderson.com
www.sanderson.com
1
How to Guide:Smaller Retailers Which Became
Multi-Channel Success Stories
New Look, Apple, GO Outdoors and Dwell; they’ve
all got something in common, and that’s a leadingmulti-channel strategy.
www.sanderson.com