{"id":8778,"date":"2020-01-30T00:00:00","date_gmt":"2020-01-30T00:00:00","guid":{"rendered":"https:\/\/abes.org.br\/?p=8778"},"modified":"2020-01-30T00:00:00","modified_gmt":"2020-01-30T00:00:00","slug":"pesquisa-da-oracle-traz-insights-sobre-as-expectativas-dos-consumidores-em-relacao-ao-varejo","status":"publish","type":"post","link":"https:\/\/abes.org.br\/en\/pesquisa-da-oracle-traz-insights-sobre-as-expectativas-dos-consumidores-em-relacao-ao-varejo\/","title":{"rendered":"Oracle survey provides insights into consumer expectations of retail"},"content":{"rendered":"<div style=\"text-align: justify;\">\n<p>\n\tThe survey provides a global view and also shows the desire for personalized customer service.<\/p>\n<p>\tOracle Retail, a platform aimed at the retail market, carried out the research <a href=\"http:\/\/(1)\thttps:\/\/go.oracle.com\/LP=86024?elqCampaignId=227299\">Setting The Bar 2019<\/a>&nbsp;with over 15,800 consumers and 210 retailers to understand consumer demand and experience worldwide. Overall, the study highlights that retailers are not meeting customer expectations. The survey pointed out that 97% of Brazilians would like to have a quick delivery of their purchases, preferably fast and cheap, and that it could include a drone or autonomous vehicle.<\/p>\n<p>\tRegarding on-time deliveries, Brazilian respondents considered that only online stores are more reliable to ensure that purchases arrive on time (59% of time), against 57% in traditional retailers. A cutout for Brazil also shows that 18% of consumers would never shop with a retailer again when delivery promises were not fulfilled and 49% said they would look to an alternative retailer.<\/p>\n<p>\tEven in post-purchase, retailers and customers disagree about returning items, as 57% of companies believe that returning products is too easy and the same share of consumers disagree and classify the return process as a complete hassle. The survey shows that 87% of consumers in Latin America intend to return a gift and 23% plan to return more than half of the gifts.<\/p>\n<p>\t\u201cReturns are a growing reality. Retailers need to see them as a potential opportunity to interact with customers and create more brand affinity \u2013 whether that&#039;s exchanging them for other merchandise or simply giving them a positive return experience,\u201d says Raul Neto, vice president of Oracle Retail in Latin America.<\/p>\n<p>\tOn the shopping experience side, more than half of global consumers (56%) rate convenience, such as having their clothing size in stock, as the top priority in their shopping journey. In fact, Brazilian consumers in the survey (53%) point out that convenience and a great shopping journey, regardless of channel, is important when buying an item. Having space to try on clothes, discover new products and expert advice were rated as important points when shopping in the physical store.<\/p>\n<p>\t&quot;Consumer expectations are ever-changing, with each positive experience setting a new standard for retail success,&quot; said Mike Webster, senior vice president and general manager, Oracle Retail. &quot;Whether they&#039;re sharing a ride, enjoying an in-app experience, or entering a physical store, customers expect the same level of service across all channel interactions. This raises the stakes for retailers to be able to compete with rival brands and new models.&quot; of business &quot;.<\/p>\n<p>\tConvenience, along with technology, which acts as a facilitator between retailers and customers, is important for improving the flow of purchases, as well as helping retailers to make products available.<\/p>\n<p>\tApproximately 67% of country respondents like the idea of online technology providing a digital version of themselves to try on products (such as sunglasses and clothing). Virtual reality (VR) was cited by 69% of respondents as a tool that helps with shopping, as it can allow the consumer to virtually choose an outfit, without the need to go to a fitting room in the physical store.<\/p>\n<p>\t<strong>Trust and loyalty on the agenda<\/strong><\/p>\n<p>\tAs behavioral changes take place, consumers demand personalized experiences in addition to dynamic content or special offers. It is necessary to strengthen the bonds between people and the brand, taking the premise of this relationship as an advantage in offering products.<\/p>\n<p>\tThus, Brazilians (58%) cite that offers or discounts made based on their brand loyalty show a level of personalized retail treatment with their relationship as a consumer.<\/p>\n<p>\tFor Neto, retail and consumers are aligned, but there is still a long way to go. &quot;We are already seeing improvements in several countries in terms of service and experience in various channels. Although we have a lot to do, we understand that the market is moving towards consumption, with ears focused on consumer desires and valuing the relationship with the objective of improving lines business&quot;, he concludes.<\/p>\n<p>\tIn terms of trust, 52% of respondents globally trust retailers who respond immediately to requests or recalls more, and 47% are more likely to trust new brands if they are honest and authentic. Already one in five Gen Z and Y consumers completely trust what retailers say.<\/p>\n<p>\tTo read the report, click <a href=\"http:\/\/(2)\thttps:\/\/go.oracle.com\/LP=86024?elqCampaignId=227299\">on here<\/a>&nbsp;and learn more about the retail and consumer market in Brazil on the Oracle portal.<\/p>\n<p>\t<strong>Methodology<\/strong><\/p>\n<p>\tOracle Retail&#039;s Setting The Bar survey was conducted in 2019 with more than 15,800 consumers and 210 retailers in five key regions: Europe (France, Germany, Italy, Spain, Sweden, UAE and UK), JAPAC (Australia, China) , India, Japan), Latin America (Brazil, Chile, Mexico), North America (Canada, United States of America).<\/p>\n<p>\t<strong>About Oracle Retail<\/strong><\/p>\n<p>\tOracle is the modern platform for retail. Oracle provides retailers with a complete, open and integrated platform for the best business applications, cloud services and hardware designed to work together. Leading fashion, grocery and specialty retailers use Oracle solutions to accelerate from best practices to the next practice, boosting<\/p><\/div>","protected":false},"excerpt":{"rendered":"<p>O levantamento traz uma vis&atilde;o global e mostra tamb&eacute;m o desejo por atendimento personalizado dos consumidores A Oracle Retail, plataforma voltado ao mercado de varejo, realizou a pesquisa Setting The Bar 2019&nbsp;com mais de 15.800 consumidores e 210 varejistas para entender as demandas e experi&ecirc;ncia de consumo mundialmente. No geral, o estudo destaca que os [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[19],"tags":[],"class_list":["post-8778","post","type-post","status-publish","format-standard","hentry","category-ultimas-noticias"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Pesquisa da Oracle traz insights sobre as expectativas dos consumidores em rela\u00e7\u00e3o ao varejo - ABES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/abes.org.br\/en\/pesquisa-da-oracle-traz-insights-sobre-as-expectativas-dos-consumidores-em-relacao-ao-varejo\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Pesquisa da Oracle traz insights sobre as expectativas dos consumidores em rela\u00e7\u00e3o ao varejo - ABES\" \/>\n<meta property=\"og:description\" content=\"O levantamento traz uma vis&atilde;o global e mostra tamb&eacute;m o desejo por atendimento personalizado dos consumidores A Oracle Retail, plataforma voltado ao mercado de varejo, realizou a pesquisa Setting The Bar 2019&nbsp;com mais de 15.800 consumidores e 210 varejistas para entender as demandas e experi&ecirc;ncia de consumo mundialmente. 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