Click and mortar: shoppers demand integrated, digital in-store experiences

Merchants must continue to invest in their in-store shopping experience

79% of merchants agree that replacing their point-of-sale terminals is a near term priority.
43% of consumers plan to spend the majority of their discretionary income in-store this year (+4% from last year)
Majority of consumers prefer in-store over online shopping.

Why?

In-store shopping is increasing, driving more merchants to think about the digital transformations they need to drive in-store. Implementing modern point-of-sale terminals is one way to deliver more immersive experiences at checkout, such as pay-with-points and card-linked loyalty.

Integrated digital experiences are becoming a must have for in-store commerce

Over 50% of consumers are interested in connected commerce use cases, with most showing interest in paying for purchases automatically by walking out of the store (63% are somewhat or very interested)
43% of merchants believe offering an integrated app / checkout experience that combines payment, offers, and rewards is the top initiative needed to convert more shoppers in-store
50% of consumers say the ability to pay using biometrics makes them much more likely to complete a purchase with a business
45% of merchants with fewer than 250 employees of merchants describe their business’s level of digital maturity as “crawling” or “walking”

Why?

Creating digital experiences that bridge the online and offline shopping journeys offers convenience and personalization for shoppers. Merchants with lower levels of digital maturity should seek out partners that can help abstract the complexity of digitizing their in-store experience.

Contactless payments play a key role in delivering seamless payment experiences

58% of consumers prefer a contactless form factor when making payments in-person (e.g. tapping a card, smartwatch)
61% of merchants believe the to accept contactless payments from nearly anywhere is the top attribute driving interest in tap to pay on mobile
39% of merchants believe they need to promote contactless payment options to convert more shoppers in-store

Why?

Contactless payments have become a prerequisite for delivering a compelling in-store payment experience. Merchants should ensure customers are aware they can make contactless payments, and leverage tools like tap-on-mobile to expand contactless acceptance into new environments.

Merchants and consumers are aligned on the value of tap on mobile

73% of consumers say they would be comfortable using tap-on-mobile
70% of Gen Z are somewhat or very interested in tapping their phone against another phone to make a purchase
63% of merchants believe tap on mobile will provide significant value for their business over the next 3 years

Why?

Tap on mobile can bring increased flexibility to the checkout experience by meeting customers where they are and reducing merchants’ need for POS terminals.

Merchants need to prioritize omni-channel to enhance the customer experience

Failing to offer an omni-channel payment option is the number one negative payment experience consumers have encountered in the past six months
40% of merchants say the ability to offer seamless payment experiences across channels is a top attribute they look for in a payment partner

Why?

With near equal consumer preference for in-store and online shopping, omni-channel experiences are crucial for bridging physical and digital experiences. To deliver, merchants are increasingly seeking out omnichannel capabilities from their payments partners.

How can we help?

If you want to learn more about how Clover can help you accept payments, run your business and sell more, please contact your Clover Business Consultant. You can also follow us on Facebook and Instagram.

This guest post was provided by Discover Global Network.

This article is written by a third party. It is intended for general informational purposes only and does not constitute legal advice or an opinion on any issue. It should not be regarded as comprehensive or a substitute for professional advice.