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New JRNI Research Highlights Continued Demand for Omnichannel Shopping Experiences

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Third Annual Consumer Trends Research Illustrates Enhancements Retailers Can Make to In-Store Experiences via Appointments and Events

BOSTON SEPT. 24, 2019 – JRNI, formerly BookingBug, the enterprise SaaS scheduling platform for optimizing the customer journey, has released new research that identifies continued growth in online shopping and strength in omnichannel shopping. According to JRNI’s Third Annual Modern Consumer Research Report, U.S. and U.K. customers continue to research and shop on multiple channels, further blurring the lines between online and in-store shopping.

The results demonstrate global consistency across nearly all product categories (electronics, clothing, gifts, household, beauty and health, and DIY) – except furniture – illustrating that omnichannel shopping is increasing globally:

  • The Growth of Webrooming: On average, 74% of consumers webroom (researching online, purchasing in-store) predominantly for electronics, clothing, and household items.
  • The Rise of Showrooming: On average, 57% of consumers showroom (researching in-store, purchasing online) primarily for clothing, gifts, and electronics.
  • The Expansion of Click and Collect: On average, 54% of consumers click and collect (purchasing online, retrieving in-store) mostly for clothing, electronics, and household items.

The research also uncovers areas where consumers want retailers to further enhance their in-store experiences. The majority of respondents say they will visit physical stores more often if they can access well-trained staff, spend less time standing in lines, and experience products in better ways:

  • The Refinement of In-Store Experiences: On average, 22% of consumers, up from 14% in 2017, rate in-store experiences as “excellent.”
  • The Desire for Scheduling Appointments: On average, 57% of consumers, up from about 50% in 2017, want to schedule appointments with expert staff, indicating that they want more face-to-face conversations with retailers.
  • The Opportunity for Hosting In-Store Events: On average, 64% of consumers want to attend in-store events to enjoy early access to products. Additionally, 61% of consumers, on average, want to attend in-store product demonstrations, and 57% of consumers, on average, want to attend DIY workshops – experts who show customers how to use products.

“It’s clear from the research that consumers demand omnichannel experiences from their preferred retailers, and face-to-face interaction has emerged as one of those channels,” said John Federman, JRNI’s CEO. “When retailers use an omnichannel approach to engage consumers and drive them in-store, basket size significantly increases because customers are exposed to complementary or ancillary items. Retailers must engage customers in an omnichannel way to establish stronger relationships, greater loyalty, and more conversions.”

As consumers’ shopping preferences continue to evolve, so too has the profile of Modern Retail Consumers. In the U.S., Modern Retail Consumers are males less than 50 years old, while they are equally male and female in the U.K. They also tend to be much younger in the U.K., usually less than 30 years old, and are located in the south, closer to London. In both countries, they are higher income earners, making more than $90,000 per year in the U.S. and more than £50,000 per year in the U.K.


JRNI’s Third Annual Modern Consumer Research Report is a result of a global survey conducted among 2,000 U.S. and U.K. shoppers from June 2019 to July 2019. The data is compared with responses from JRNI’s December 2016 and November 2017 fieldings of the survey.

The findings illuminate actionable takeaways that retailers can use to innovate and deliver more engaging omnichannel shopping experiences. The research also reveals numerous opportunities for retailers to meet consumers’ priorities for personalized interactions, special access to products and staff, and seamless transactions.

To read more about JRNI’s Third Annual Modern Consumer Research Report, visit

About JRNI

JRNI is designed to facilitate powerful human-to-human experiences that increase conversion and revenue, customer loyalty, and lifetime value. Forward-thinking executives from companies like U.S. Bank, ANZ, John Lewis & Partners, and LEGO rely on JRNI’s AI-driven scheduling engine to deliver predictive actions across touchpoints – appointments, events, concierge, queuing – and optimize resources to deliver superior quality of experience. To learn more, visit