[img_assist|nid=25927|title=|desc=|link=popup|align=left|width=150|height=101]62 per cent of consumers are now comfortable receiving retail advice based on their location, according to Ciscos Customer Experience Report, which is focused on the global retail experience and expectations. 

The wide-ranging study also found that when making a complaint via social media, 94 per cent expect a personal response, with 68 per cent hoping to get an email back and 46 per cent expecting a phone call.

The report surveyed 1,511 consumers across 10 countries and found that while the majority use their phone while shopping – 54 per cent – only 27 per cent use apps provided by retailers. Those who have downloaded these apps use them for checking prices, finding discounts, scanning barcodes and viewing products.

Customers want to be able to monitor value from their retailer, with 62 per cent keen to track sales promotion, 47 per cent looking out for price changes, 46 per cent wanting coupons and 45 per cent keen to check product availability.

Personalisation is key

• 58 per cent are willing to share their measurements and sizes in exchange for recommendations on purchases
• 54 per cent said they are okay with retailers storing their purchase history in exchange for more personalised service
• 49 per cent are comfortable with retailers collecting personal information when shopping in exchange for better recommendations and customer service
• 39 per cent would share their personal income in exchange for more personalised service, discounts and sale promotions

Consumer reviews were found to be preferred over a sales pitch: 53 per cent rely on other shopper reviews, while only 23 per cent value retailers suggestions.