Report: Stores Lag Behind eCommerce Sites in Consumer Personalization

Stores Lag Behind eCommerce Sites in Consumer Personalization

iVend Retail Research Examines How Retailers Can Deliver A Seamless, Omnichannel Experience

NEW YORK–(BUSINESS WIRE)–A comprehensive retail market report titled “Great Omnichannel Expectations,” reveals that the physical store is falling short of meeting consumer expectations for personalization. Commissioned by iVend Retail™, a leading provider of omnichannel retail software by CitiXsys, the report provides insight on how retailers can deliver experiences that meets the expectations of today’s shopper.

The report, based on a survey of 1,000 U.S. and Canadian consumers, reveals that while the physical store is still the most profitable channel for retailers, it has room for improvement when compared to the personalized experience consumers receive while shopping online. Consumers have become conditioned by the convenience of eCommerce. It is essential for retailers to integrate many of the features consumers are experiencing while online shopping, such as targeted deals and advertisements.

“When consumers shop online, they receive an individualized experience – including loyalty offers or recommendations tailored to their specific preferences. While many retailers have made strides in this area, their efforts have not yet fully translated to the physical store, where the consumer is more anonymous,” said Tim Barton, Director of Strategic Accounts at CitiXsys. “The findings of this survey and the accompanying report can help retailers make smarter technology investments that will allow the store to perform more strategically.”

Some key themes and findings from the report include:

  • For convenience, online still rules. A significant majority of consumers said they find shopping online more convenient than in a store. A key concern for consumers is that the online shopping experience feels more personal.
  • More personalized loyalty offers and mobile point of sale would improve the store experience. More than four out of ten consumers would like exclusive offers sent to their phone when they enter a store. There is also interest from consumers in having sales associates use tablet devices to take payments so that they can avoid the checkout lines.
  • For many retailers, outdated loyalty programs are a missed opportunity. Consumers missing out on loyalty points or coupons before the expiration date is a growing concern that retailers can address by offering digital loyalty programs.
  • Nearly half of consumers are doing online research before they visit a store. Retailers must ensure their physical store is well integrated with their digital presence to cater to these informed shoppers.

For more information, visit

About iVend Retail

iVend Retail by CitiXsys is a global provider of integrated omnichannel solutions for retail and hospitality chains. Our software solutions integrate vital systems to produce a flawless ecosystem where data flows instantly and freely, with minimal IT investment. Designed to provide exceptional customer experiences throughout the entire shopper and dining journey, iVend Retail solutions for point of sale, loyalty, eCommerce, digital passes, analytics and mobility will increase revenue, improve customer retention, and bring in new business, all while lowering your operating costs. Our suite of solutions is available through a worldwide distribution network of certified partners. For more information about iVend Retail, or email us at

Please fill the form below: