Zebra Study also shows seven in 10 retailers
pressured to improve returns efficiency as 82% of shoppers prefer
retailers offering easy returns
Zebra Technologies Corporation (NASDAQ: ZBRA), a leading digital
solution provider enabling businesses to intelligently connect
data, assets, and people, today announced the findings of its 16th
Annual Global Shopper Study which confirmed retailers are feeling
the omnichannel squeeze, particularly with managing online returns
and reducing shrink caused by theft, fraud and other contributing
factors.
This press release features multimedia. View
the full release here:
https://www.businesswire.com/news/home/20231025121664/en/
Zebra’s 2023 Global Shopper Study unveils
valuable insights from shoppers, associates and decision-makers,
offering a new perspective on the evolving retail landscape.
(Photo: Business Wire)
Eight in 10 retailers agree minimizing fraud/shrink is a
significant challenge (82%), and the ability to forecast demand is
important to their organization (86%). According to the National
Retail Federation (NRF), retailers lost $112 billion due to shrink
in 2022, up from nearly $94 billion in 2021. The Zebra study
indicates 36% of retailers believe better analytics on shrink could
help drive profitability. Many retailers expect to deploy loss
prevention analytics (49%) and demand planning and forecasting
(54%) by 2026.
While omnichannel shopping causes challenges for retailers, most
shoppers prefer options. Eight in 10 favor a blend of online and
in-store shopping, and 75% choose to shop with online retailers
that have a brick-and-mortar location. As omnichannel shopping
continues to grow, the volume of returns increases along with it.
Seven in 10 retailers say the pressure is mounting to improve the
efficiency and expense of managing online orders, returns, and the
fulfillment process. Six in 10 retailers say they are upgrading
their returns management technology by 2026.
Store associates will be pleased with this technology
investment. Among associates managing returns from online orders,
nearly three-quarters (74%) cite frequent returners as their top
challenge. This year, the ease of making returns has moved ahead as
a leading reason shoppers choose to shop in stores, outpacing
comparison shopping. The increase of returns has impacted retailers
globally, growing to $1.8T according to the IHL Group.
“Retailers simply can’t keep doing what they are doing when it
comes to returns,” said Matthew Guiste, Global Retail Strategy
Lead, Zebra Technologies. “While consumers are demanding the
ability to easily return items more frequently, retailers find
themselves in a tailspin trying to manage the increased expenses
associated with inventory visibility, reverse logistics and a
high-level of returns. Despite their best efforts and capital
expenditures, the problem has progressed, not improved.”
The returns conundrum also impacts related industries,
particularly warehousing. Retailers are tapping into the power of
technology to help manage returns with 62% saying they plan to
deploy reverse logistics technology by 2026 to better manage
fulfillment pressures. Nearly three in 10 (31%) of retailers think
charging a fee for online orders from frequent returners could
potentially improve the overall profitability of online orders.
Consumers Dialing into Digital Checkouts
Since 2020, the number of shoppers who favor digital payment
applications have increased substantially; solutions like ZebraPay
align with this trend. Those preferring pay/checkout anywhere
in-store almost doubled from 15% to 26%, mobile payments jumped
from 33% to 50% and “just walk-out” to avoid a long checkout line
doubled from 14% to 30%. Meanwhile, 48% of consumers opt for
self-checkouts with 75% saying it helps improve their
experience.
Most retailers agree self-checkouts deliver value. In fact,
eight in 10 of them agree the investment in self-checkouts is
paying off as this technology allows associates to work on higher
value tasks and improves the customer experience. However, about
80% of retail decision-makers and associates agree store shrinkage
and theft is a major issue with self-checkouts.
Moving Modern Retail Forward
Consumers have high expectations for technology. In fact, 80% of
surveyed consumers expect retailers to use the latest technology,
and seven in 10 say it improves their shopping experience. In
alignment with this trend, over half of retailers plan to deploy
handheld mobile computers (56%), scanners (54%), RFID (61%) as well
as task (54%) and workforce (56%) management software by 2026.
Store associates will favor this outcome as the study shows
eight in 10 of them feel more valued–and view their employer more
positively–when they have technology to help them do their work.
Today, 77% of associates–up from 67% in 2022–feel shoppers are
better connected to information than they are.
“To successfully operate a modern store today, it’s critical
retailers invest in technologies that elevate the customer
experience, engage associates and optimize inventory,” said Guiste.
“Consumers demand the way they browse, acquire, consume, and return
merchandise to be seamless wherever they shop. This shift requires
retailers to work in new ways with technology to deliver the
shopping experiences consumers expect, more profitably.”
KEY REGIONAL FINDINGS
Asia Pacific (APAC)
- More retailers in APAC (87%) believe they need better inventory
management tools to improve accuracy and visibility compared to 84%
globally.
Latin American
- Over the next 12 months, 64% of Latin American shoppers say
they plan to shop in-store and 71% will shop online more over the
coming year compared to five in 10 shoppers across both channels in
other regions.
Europe
- Retailers in Europe are prioritizing sustainability, with 51%
saying it plays an increasing role in their business strategy
compared to 45% globally.
North America
- Over three-fourths of retailers (77%) in North America say
accepting returns of online orders is a significant challenge,
compared to 81% globally.
SURVEY BACKGROUND AND METHODOLOGY
Zebra’s 16th Annual Global Shopper Study surveyed over 4,200
shoppers, store associates and retail decision-makers globally to
gauge the opinions and expectations on today’s shopper experience,
technology usage and fulfillment in June – July 2023 by Azure
Knowledge Corporation.
ABOUT ZEBRA TECHNOLOGIES
Zebra (NASDAQ: ZBRA) helps organizations monitor, anticipate,
and accelerate workflows by empowering their frontline and ensuring
that everyone and everything is visible, connected and fully
optimized. Our award-winning portfolio spans software to
innovations in robotics, machine vision, automation and digital
decisioning, all backed by a +50-year legacy in scanning,
track-and-trace and mobile computing solutions. With an ecosystem
of 10,000 partners across more than 100 countries, Zebra’s
customers include over 80% of the Fortune 500. Newsweek recently
recognized Zebra as one of America’s Most Loved Workplaces and
Greatest Workplaces for Diversity, and we are on Fast Company’s
list of the Best Workplaces for Innovators. Learn more at
www.zebra.com or sign up for news alerts. Follow Zebra’s Your Edge
blog, LinkedIn, Twitter and Facebook, and check out our Story Hub:
Zebra Perspectives.
ZEBRA and the stylized Zebra head are trademarks of Zebra
Technologies Corp., registered in many jurisdictions worldwide. All
other trademarks are the property of their respective owners. ©2023
Zebra Technologies Corp. and/or its affiliates.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20231025121664/en/
Media Contact: Michael Gilhooly Zebra Technologies
+1-708-814-5281 michael.gilhooly@zebra.com
Industry Analyst Contact: Kasia Fahmy Zebra Technologies
+1-224-306-8654 k.fahmy@zebra.com
Zebra Technologies (NASDAQ:ZBRA)
Gráfico Histórico do Ativo
De Mai 2024 até Jun 2024
Zebra Technologies (NASDAQ:ZBRA)
Gráfico Histórico do Ativo
De Jun 2023 até Jun 2024