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Owning Omnichannel: winning at clicks and bricks.
The Owning Omnichannel report shines a light on the disconnect between what shoppers want from their omnichannel shopping experience, and what retailers think shoppers want.
shoppers surveyed.
UK retail decision makers interviewed.
Omnichannel is smart, so are you.
89%
of Klarna shoppers use multiple channels to search and spend.
60%
of shoppers say a poor experience on any channel will make them less likely to shop again with a brand.
A new path to purchase.
With nine in 10 (89%) Klarna shoppers using multiple channels to search and spend, retailers are facing high consumer expectations. It's never been more important to understand what customers value about the retail experience in order to make meaningful investments.
Still got love for in-store.
Physical retail is still an important channel, even for digital savvy shoppers – with half (51%) of Klarna users shopping at retailers’ physical stores. Shoppers are nearly twice as likely to value seeing and feeling items they’re buying in real life.
Get the report.
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