56% of Consumers are Likely to Choose a Retailer who Offers a Shared Cart Across Channels, According to New BRP Report

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Only 7% of retailers are able to provide a shared cart across channels

Consumers expect a seamless experience in the store, on the Web and via their mobile device – which makes ‘real-time retail’ the new industry imperative

According to BRP’s SPECIAL REPORT: Real-time Retail, customers want access to a single cart to shop across channels and be able to reach their cart via phone, computer, or even in the store – they want to “start anywhere and finish anywhere.” In BRP’s Consumer Study, 56% indicated that they were likely to shop at a retailer that allowed them to have a shared cart across channels instead of a retailer that does not offer this service, yet only 7% of retailers offer this shared cart concept.

The importance of real-time visibility and access to product and customer information across channels has grown significantly over the past few years as consumers’ expectations continue to rise. Today’s retail model has to venture beyond omni-channel by breaking down the walls between internal channel silos and leveraging a common commerce platform with a single order management system to deliver a holistic, real-time, personal, seamless experience.

Real-time retail is the ability to deliver this seamless and personalized experience to the customer whenever, wherever and however she chooses to shop. It enables retailers to identify the customer and gather, analyze and disseminate customer, product, pricing and inventory data across all channels – instantly.

“Consumers expect a seamless experience in the store, on the Web and via their mobile device – which makes ‘real-time retail’ the new industry imperative,” said Ken Morris, principal, BRP. “In our experience, many retailers can check inventory in real-time but the data they are accessing is actually from yesterday, as the data is not really updated in real-time – it is faux real-time retail based on the store and forward architecture of legacy POS and e-commerce systems. As retailers move to unified commerce, full access to enterprise-wide data in real-time will become more common as it is a necessity to survive.”

BRP’s SPECIAL REPORT: Real-Time Retail is based on findings from the BRP Consumer Study and the 2019 POS/Customer Engagement Survey and offers insights into how real-time access to inventory and customer data is imperative to deliver a seamless, personalized customer experience.

The SPECIAL REPORT: Real-Time Retail highlights:


  • Customer expectations: 56% are likely to shop at a retailer that offers a shared cart across channels
  • Retailer capabilities: 7% offer the ability for customers to have a shared cart across channels


  • Customer expectations: 87% want a personalized and consistent experience across all shopping channels
  • Retailer capabilities: 53% indicate that personalization of the customer experience is a top priority

To download BRP’s SPECIAL REPORT: Real-Time Retail, visit:

The special report platinum sponsor is TSYS, the gold sponsors are Aptos, Diebold Nixdorf, ECRS and Fujitsu, and the silver sponsor is STORIS.

About BRP
BRP is an innovative retail management consulting firm dedicated to providing superior service and enduring value to our clients. BRP combines its consultants' deep retail business knowledge and cross-functional capabilities to deliver superior design and implementation of strategy, technology, and process solutions. The firm's unique combination of industry focus, knowledge-based approach, and rapid, end-to-end solution deployment helps clients to achieve their business potential. BRP’s consulting services include:

Strategy | Business Intelligence | Business Process Optimization | Point of Sale (POS)
Mobile POS | Payment Security | E-Commerce | Store Systems and Operations | CRM
Unified Commerce | Customer Experience | Order Management | Networks
Merchandise Management | Supply Chain | Private Equity

For more information on BRP, visit http://www.brpconsulting.com.

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David Naumann
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