Why Physical Stores Still Win (If You Get the Experience Right)

Physical retail is still where the magic happens. According to new research by RSR, 85% of retailers say their stores are their biggest growth driver. Among top performers, that number climbs even higher. But let’s be clear: expectations are changing. 

Shoppers bounce between digital and physical channels while demanding a connected experience. Associates are navigating more complexity with outdated and disparate tools. Retailers are under pressure to deliver convenience and ease while juggling legacy systems and evolving expectations

Here’s what the latest research reveals and how we help retail firms close the gap between what’s expected and what’s possible.

In-Store Sales Still Matter But They’re Digitally Driven

• 84% of shopping journeys start online but finish in-store
• Only 24% of consumers say their favorite retailer creates exciting in-store experiences
• 62% of retailers admit customers want something different than what they currently offer

What it means

More shoppers are researching online before buying in-store. They bounce between digital and physical channels, and expect a consistent experience across both. That means accurate product info, synced pricing and promotions, convenient fulfillment and checkout options, and informed service at every step.

How we help

Jumpmind Commerce  helps retailers connect the dots across channels, so the store experience feels like a natural extension of the digital journey. Our store tools are designed to keep information consistent and accessible, giving associates the confidence to support informed shoppers with ease.

Your POS Is Either A Growth Engine Or A Handbrake

• Only 48% of retailers say their POS supports innovation
• One in three say their current POS is holding them back
• Newer systems are 2.4x more likely to support differentiated store experiences

What it means

POS used to be a glorified cash register. If your POS can’t support changing customer expectations or new store formats, it becomes a blocker, not a bridge.

How we help

Jumpmind Commerce is designed for agility, at scale. Whether you’re enabling new fulfillment options, personalizing checkout experiences, or introducing mobile tools for store associates, we enable retailers the ability to adapt without disrupting what’s already working.

Retail Fatigue Is Real But You Still Need To Invest

• 54% say tech evolves too fast to keep up
• 31% think investments are too expensive or risky
• Top performers test small, prove value, then scale

What it means

It’s not that retailers don’t want to innovate. They’re tired of burning time and budget on projects that don’t stick. Leading retailers are taking a more measured approach: start small, tie it to ROI, and expand once its proven and works.

How we help

Jumpmind Commerce supports that kind of thoughtful (incremental, evolutionary) rollout. Our architecture is built to support incremental change. Whether you’re modernizing a few stores, trying out new workflows (e.g., omnichannel returns), or integrating into a broader ecosystem, we help you move fast, with purpose.

Returns Are A Reality And A Moment Of Truth

• 72% of retailers believe returns drive new sales
• But only 17% of shoppers actually spend more during a return
• 43% say managing online returns in-store is a top challenge

What it means

Retailers often see returns as a sales opportunity, but for shoppers it’s usually just a task. If the process is fast, smooth, and fair, you earn trust. If it’s clunky? You may lose them.

How we help

Jumpmind Commerce simplifies complex returns for store associates and customers. Our solution is designed with a modern and purpose built UI/UX, so that it is easy and intuitive to use, helping your team handle complex returns with confidence and maybe, just maybe, turning that return into a positive sale and customer experience. That means fewer escalations, shorter wait times, and an easier experience for everyone.

Store Associates Are Underequipped for the Digital Shopper

• 36% of retailers view highly informed shoppers as a threat
• 45% say associates spend too much time answering basic questions
• Less than one third of consumers say it’s easy to get help in-store

What it means

Today’s shoppers often walk in more informed than the associates helping them. Elevating service to satisfy the empowered customer is a challenge when you lack the tools and information to keep up.

How we help

Jumpmind focuses on enabling associates, not replacing them. Our Commerce solution surfaces the right context at the right moment, helping teams move from transactional support to confident, efficient service. And because our modern UI is responsive across devices, associates can deliver great service anywhere in the store. 

Final Take

The store is where digital and physical experiences converge. It’s where trust is built and where service still matters most.

We help enterprise brands and retailers deliver on that promise. Whether you are modernizing a fleet of thousands of stores, piloting new experiences, or empowering associates in new ways, we’re here to make it happen. 

If you’re rethinking your store experience, we’d love to talk.