The Omni-Channel Scene: Inside 5 Innovative Retail Services [Videos]
Omni, derived from the Latin meaning “all.”
As in, “I spend all my time wondering how to best compete in this new omni-channel world,” or “I find it difficult to make sense of all these new omni-channel developments around me.”
Omni-channel is quickly becoming the new standard for winning at retail, as shoppers become increasingly impatient with disjointed retail channels.
Today’s shoppers expect retailers to offer integrated in-store, online, and mobile operations. In essence, they expect omni-channel retailers for their multi-faceted lives.
On-Location with Omni Happenings
But as more retailers enter or expand more deeply into this brave, new world, the question is:
Who can really keep up with all the omni-channel developments?
With more than 650,000 Agents nationwide, Field Agent enjoys a unique vantage point for observing the latest omni-channel happenings. Basically, we can be anywhere—in stores, at computers—where shoppers are using new omni-channel services.
To demonstrate, over the past several months we’ve tasked Agents with documenting their experiences with several different omni-channel experiences, including:
- Walmart Pickup
- Amazon Books (Seattle, WA)
- Target - Instacart Home Delivery
- Best Buy Click-and-Collect
- Hannaford Grocery Pickup
Below are some of the sights and sounds from these studies, along with sample insights.
For a deeper look at the results, download the report “Mobile Research: Your Omni-Present Solution for Omni-Channel Operations.”
Walmart Pickup Experience
Field Agent recruited just under 40 Agents to shop for groceries on the Walmart Pickup website, make a purchase of at least $20, and then retrieve the groceries from one of Walmart’s dedicated pickup sites.
Sample Insight: Following their Walmart Pickup experience, fully 70% of shoppers said they’re either completely or very likely to use the service again.
Amazon Books Experience
10 Seattle-based Agents were dispatched to the new Amazon Books to shop the bookstore, shoot video and take pictures, and share their thoughts about Amazon’s first brick-and-mortar storefront. Agents were required to make a purchase of at least $10.
Sample Insight: Compared to large specialty bookstore chains like Barnes & Noble, shoppers said Amazon Books is better at information/reviews (70%), price (70%), and organization/layout of books (70%).
Target - Instacart Home Delivery Experience
Field Agent enlisted 10 Agents to purchase at least $20 worth of groceries from Target for home delivery through the Instacart service.
Sample Insight: 70% said it to took less time to receive their orders through the Instacart service than expected.
Best Buy Click-and-Collect Experience
Field Agent asked 3 Agents to make a purchase on the Best Buy website, for pick up at their local Best Buy store.
We also surveyed 200 click-and-collect customers about their attitudes toward the service in general. These were not Best Buy customers, but shoppers who have used a click-and-collect service in the past.
Sample Insight from the Survey: At 73%, electronics were the most popular click-and-collect product category, followed by clothing at 49%.
Hannaford Grocery Pickup Experience
Field Agent also deployed 5 Agents to regional grocery chain Hannaford, to check out their new grocery pickup service. Agents were required to make a purchase of at least $10.
Sample Insight: All 5 shoppers said they’d rather purchase the same order through the Hannaford to Go service than a brick-and-mortar store.
Your Omni-Channel Solution
With Field Agent, you have “eyes and ears” practically anywhere, ready to observe the latest omni-channel developments. Learn more about these capabilities in our latest report, “Mobile Research: Your Omni-Present Solution for Omni-Channel Operations.”
This report also includes a fuller detailing of the results from our omni-channel studies above.