Supported by Lucidworks
Summary
The last 18 months have seen a massive change in the face of retail. With most physical outlets closed, offline shoppers have had to get used to shopping online. At the same time, some well-known high-street brands are struggling to make it through the crisis or are being reinvented as pureplays.
This surge of new online shoppers has caused some interesting challenges for retailers. For the pureplay brands, can we capitalise on the shift to commerce first and deliver experiences that keep us top of mind, bring shoppers back and for the multi-channel brands, how can they fulfil customer goals through their site to increase loyalty and cover their bricks and mortar business.
This report explores some of the key areas where converting the newer user requires a more sophisticated product discovery experience, particularly if we want to turn them into satisfied and long-term users of digital channels. Our focus will be around site-search. Some of the focus will be around the use of technology. We will also be looking at our understanding of how users interact with our online catalogues and how we can learn from them to convert their goals into sales. Reviewing terminology, search behaviours and intent.
Using data and insight from the IMRG’s quarterly benchmarking, a customer survey and technical insight from our report supporters, Lucidworks, we will provide you with some action points that you can apply to your own web offering.