Nordics retail report: Sales threaten brick and mortar stores.

Nine out of ten retailers stated that sales events like Black Friday scare away consumers from brick and mortar stores during non-discounted periods. At the same time, three out of four retailers stated that they cannot compete against online prices. Our new Nordic report also shows that retailers think technology and customer service is key to being competitive.

January sales, summer sales, mid-season sales, Black Friday, Cyber Monday, and many more.

Nordic consumers can always find a great deal. In fact, nine out of ten Nordic retailers say that fewer consumers visit in their brick and mortar stores during non-discounted periods.

This is one of the key findings of our new report developed in collaboration with the market research institution WBR Insights.

There is consensus among retailers that consumers are less likely to shop during non-discounted periods because of sales events such as Black Friday. The result is poor performance outside of these time, illustrating that retailers must rethink the role their brick and mortar stores in their future strategy,” stated Bettina Thorkelin, Regional Director Nordics at Valitor.

Our report is based on interviews with 60 senior executives at major Nordic retailers with different sales channels.

Don’t focus on price – focus on experience and personlisation.

According to our report, three out of four retailers say that they cannot compete with online prices. That is why retailers should look into technology-assisted sales and how this can add value to their brick and mortar stores that online competitors cannot match.

One in five retailer see brick and mortar stores as an opportunity to use new technology such as virtual reality (VR) and augmented reality (AR). Nearly as many mention the potential for a multisensory experience that allows customers to discover a product using multiple senses which can add to the personal experience,” says Bettina Thorkelin from Valitor.

Best after-sales care take place in-store.

Respondents reported that after-sales care was generally better online while the most exceptional instances of high quality after-sales care were more likely to take place in-store, according to our report. This highlights that the store front can be a center of excellence and a powerful utility on retailers’ view of the customer experience for the future.

 


 

Norden retailrapport: Udsalg truer nordiske butikker.

Ni ud af ti retailere mener, at fænomener som Black Friday får kunderne til at flygte fra de fysiske butikker, når der ikke er udsalg. Samtidig siger tre ud af fire retailere, at de ikke kan konkurrere med onlinepriser. Adspurgt om, hvad der kan løfte de fysiske butikker, er svaret teknologi og kundeservice. Det viser vores nye nordiske rapport.

Januarudsalg, sommerudsalg, mid-season sale, Black Friday, Cyber Monday og mange flere.

Nordiske forbrugere kan altid gøre et godt køb. Endda så ofte, at ni ud af ti nordiske retailere siger, at de har færre besøgende i deres fysiske butikker, når der ikke er udsalg.

Det viser vores nye nordiske rapport, som er udviklet i samarbejde med analyseinstituttet WBR Insights.

Der er bred enighed blandt retailere om, at udsalgsperioder som fx Black Friday betyder, at færre forbrugere bruger den fysiske butik, når der ikke er udsalg. Det giver dage med meget lav aktivitet. Samtidig peger det på en tendens, og retailere skal derfor overveje, hvilken rolle deres fysiske butik spiller i deres fremtidige strategi,” siger Bettina Thorkelin, Regional Director Nordic i Valitor.

Rapporten er gennemført af analyseinstituttet WBR Insights, som har interviewet 60 ledere fra nordiske retailvirksomheder med mange salgskanaler i form af både onlinehandel og fysiske butikker.

Skal ikke fokusere på pris – men på de personlige oplevelser.

Ifølge undersøgelsen svarer tre ud af fire retailere, at de ikke kan konkurrere med onlinepriser. Derfor bør retailere undersøge, hvordan den fysiske butik kan tilføre noget ekstra, som onlinebutikkerne ikke kan.

Hver femte retailer mener, at de fysiske butikkers fordel er mulighed for at benytte nye teknologier som fx virtual reality og augmented reality. Næsten lige så mange nævnte muligheden for at tilbyde oplevelser, hvor kunderne kan se og opleve et produkt vha. flere forskellige sanser, som giver en mere personlig oplevelse,” siger Bettina Thorkelin fra Valitor.

Får den bedste efter-købs-oplevelse i den fysiske butik.

Vores undersøgelse viser, at flest forbrugere oplever at få en god service efter et køb i en onlinebutik. Dog oplever markant flest at få en exceptionelt god service i en fysisk butik. Det understreger, at den fysiske butik kan være et effektivt værktøj til at forberede kundeoplevelsen i fremtiden.