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New survey explores how U.S. consumers define their preferred customer experiences when shopping online, in-store, and via mixed channels.
Author: Ken Paterson Published on: April 27, 2018
Mercator Advisory Group’s latest Primary Data report, The Merchant Experience, is based on the company’s new consumer survey, Customer Merchant Experience Survey. The online survey of 3,002 U.S. adult consumers, which was conducted in February 2018, explores consumers’ merchant experiences as they shop in-store, online, and via mixed channels. The survey was designed with the goal of defining and highlighting consumer expectations for optimal experiences with merchants. Three content areas will be explored in a series of three reports:
Ken Paterson, VP, Special Projects, Mercator Advisory Group, the author of this report comments: ”One outcome for merchants from the revolution in e-commerce and multichannel shopping/order fulfillment has been an increased focus on customer experience. Once the province of specialized online commerce developers, customer experience is now a strategic concern that must be considered across in-store, mobile, and blended channel delivery, as well as traditional e-commerce.”
This report is has 55 pages (in slide format) with 31 exhibits.
Companies mentioned are: Amazon, Walmart, Target, Kohl’s, eBay, Home Depot, and other major retailer brands.
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Among the findings highlighted in The Merchant Experience:
Topics explored in this report include:
Commercial & Enterprise Payments
Debit & Alternative Products
North American PaymentsInsights
Small Business PaymentsInsights
Fraud Experience PaymentsInsights
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