The research results clearly show that multichannel consumers do not
separate channels when they shop fashion, which is consistent with previous
literature [31, 58, 77]. Furthermore, consumers do not have a clear channel
strategy. Some of them simply see and buy the product, either in the store or
on a Web site, and others see the product in a blog, look for the price online,
go to the store to try it on, and buy it from home because they prefer to avoid
queues. It is not a case of simply using different channels, but using the different
potentials of each channel. This implies that consumers expect a consistent experience between channels, and innovations in digital technology mean
that fashion retailers have never had more opportunities to offer this experience.
Consistency implies that brick-and-mortar stores should incorporate the
online technologies that are relevant for consumers and that will help to create
a more attractive and engaging environment, thus motivating consumers
to shop at the store [30]. Consistency also means that retailers must consider
all the devices that are part of the online channel and face the challenge that
smartphones present, considering that mobile devices are currently redefining
the in-store experience. A way of taking advantage of these mobile devices
is through location-based technology, which can help to drive customers to
stores [19], or through the social networks that consumers take with them to
the store. These social media networks represent a big opportunity to connect
with fashion consumers and to get insights from them in real time. Moreover,
clothing is by far the most popular category for mobile shopping, and fashion
seems to work especially well on tablets [55], which provides more new
opportunities for retailers.