{"id":2995,"date":"2023-12-01T06:07:15","date_gmt":"2023-12-01T06:07:15","guid":{"rendered":"https:\/\/new.rithum.com\/blog\/uncategorized\/physical-or-digital-customer-experience-reigns-supreme-no-matter-the-channel\/"},"modified":"2025-08-08T00:03:53","modified_gmt":"2025-08-08T00:03:53","slug":"physical-or-digital-customer-experience-reigns-supreme-no-matter-the-channel","status":"publish","type":"post","link":"https:\/\/www.rithum.com\/blog\/physical-or-digital-customer-experience-reigns-supreme-no-matter-the-channel\/","title":{"rendered":"Physical or Digital: Customer Experience Reigns Supreme no Matter the Channel"},"content":{"rendered":"<span class=\"span-reading-time rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\">Reading Time: <\/span> <span class=\"rt-time\"> 2<\/span> <span class=\"rt-label rt-postfix\">minutes<\/span><\/span><p>When it comes to shopping, customers are looking for personalized experiences more than ever. Yes, people still want convenience, but whether this comes from a digital experience or physical experience matters less to customers. They\u2019re more interested in simple, personal interactions that result in them getting the items they want, when they want them.<\/p>\n<p>A recent global consumer study (cross-generational with 1,000 participants) conducted by Attest found that younger shoppers would rather visit a physical shop, even if it means being inconvenienced: 72% of US Gen Z and 62% of UK Gen Z prefer to go to a real-life shop and 34% of US Gen Z are willing to go out of their way to do it. 66.5% of US Millennials and 65% of UK Millennials also prefer to deal with real people.*<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignright wp-image-4483 \" src=\"http:\/\/www.rithum.com\/wp-content\/uploads\/2025\/08\/GettyImages-608166777-1024x683-1.jpg\" alt=\"\" width=\"565\" height=\"520\" \/><\/p>\n<p>These preferences align with what we\u2019re seeing with retailers shifting to focus more on delivering a customer experience that is exceptional via all channels \u2013 connecting physical and digital to ensure customers can find what they need above all else. It\u2019s not a strategy of being everywhere; it\u2019s a matter of being where shoppers feel compelled to make a purchase. Sometimes this is driven by convenience but more times than not it\u2019s about having the right product at the right price at the right time and place.<\/p>\n<p>At the same time, there is still a need to focus on creating a better digital experience as the research found that 38% UK Gen Z and 32% US Millennials prefer digital services. Customer reviews have become the lead source of buying information for shoppers online: 39% in the US and 38% in the UK put reviews from customers above all else when making a purchase decision.* Second to this is family and friends\u2019 recommendations, proving the importance of building brand loyalty and reputation and that creating a sense of community amongst customers is instrumental for driving sales and increasing market share. Product information supplied by brands is the third factor that influences a purchase decision. Accurate descriptions, images and videos all play an important role in creating online product content that leads to conversion.<\/p>\n<p>Check out Rithum\u2019s Content Management ebook: <em>Create Content that Increases Customer Engagement<\/em> for more about how to create compelling online product content <a href=\"https:\/\/www.rithum.com\/resources\/content-management\/\">here<\/a>.<\/p>\n<p>*Information for this blog post has been sourced from Attest Global Lifestyle Report\u2014<a href=\"https:\/\/www.askattest.com\/original-research\/uk-vs-us-a-look-at-5-global-lifestyle-trends?utm_source=Adweek&amp;utm_medium=Email&amp;utm_campaign=UK+vs+US+Global+Lifestyle+Trends&amp;utm_term=AW_Promo3P\">UK vs US: A look at 5 Global Lifestyle Trends<\/a>, May 28, 2019<\/p>\n","protected":false},"excerpt":{"rendered":"<p><span class=\"span-reading-time rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\">Reading Time: <\/span> <span class=\"rt-time\"> 2<\/span> <span class=\"rt-label rt-postfix\">minutes<\/span><\/span>When it comes to shopping, customers are looking for personalized experiences more than ever. Yes, people still want convenience, but whether this comes from a digital experience or physical experience matters less to customers. They\u2019re more interested in simple, personal interactions that result in them getting the items they want, when they want them. A [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":2996,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[1],"tags":[],"coauthors":[],"class_list":["post-2995","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.6 (Yoast SEO v27.7) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Physical or Digital: Customer Experience Reigns Supreme no Matter the Channel | Rithum<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.rithum.com\/blog\/physical-or-digital-customer-experience-reigns-supreme-no-matter-the-channel\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Physical or Digital: Customer Experience Reigns Supreme no Matter the Channel\" \/>\n<meta property=\"og:description\" content=\"Reading Time:  2 minutesWhen it comes to shopping, customers are looking for personalized experiences more than ever. 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