The ibi research from the University of Regensburg expects that in the next five years stationary retail will retain a clear majority share of sales at percent compared to e commerce. The research institute also observes that the growth of e commerce is slowing down. But why does the idea that retail is dying persist A possible answer Digitization in retail is only just beginning Stationary retail is in a kind of slumber. He is physically present but not fully awake online and thus misses his potential customers who have their smartphones in their hands and the Near Me search on the display. It is sobering that digitization in German retail is not yet fully underway.
The following figures prove this. Just under percent of retailers whatsapp mobile number list optimized for Near Me For the Voice Search Readiness Report we examined locations in Germany with the question of how easily they can be found using a voice search. To do this we compared their location information on the online platforms Google My Business Yelp and Bing. The three most important platforms for voice search are also important indicators for findability in a Near Me search. The result of the analysis is sobering only. Online customer service The direct line to the customer Online services are becoming more crucial for customer satisfaction. Consumers avoid hotlines with long waiting times and increasingly use social media for inquiries or complaints.
Facebook has recognized this trend and promises even more direct contact between retailers and customers with new tools. Anyone who is unlucky enough to have to call customer hotlines more often feels suddenly transported to a pre digital service desert. It is not uncommon for the telephone numbers to have to be found with great effort and even cost money. After endlessly navigating the menu press wait times of minutes and more are not uncommon. Social media promises a remedy. Most customers are already active here and find this communication to be less time consuming than for example by telephone or e mail. For retailers social media offers a great opportunity to be responsive in real time to solve problems quickly and thus to keep customer satisfaction high all in the future dominant areas of mobile and voice activated communication.