1、The changing face of furniture retailingHow to overcome the barriers to conversion and win the saleA Whitepaper produced by InternetRetailing in association with Chaos Cylindo|September |September 202402 CHAOS CYLINDO WHITEPAPER|THE CHANGING FACE OF FURNITURE RETAILINGEditors introductionMany retail

2、 businesses evolved as a result of the pandemic.But the changes in furniture retailing were perhaps among the most dramatic,as consumers were forced to alter how they bought.Previously,online retailing had enabled the final purchase of such items,but their size and cost meant that much of the initia

3、l decision-making went on instore.The challenges of returns were too big to overcome otherwise.Consumers needed to be as sure as they could of their decision pre-purchase,which usually meant an instore visit to see products in person.But that had to change when stores closed,forcing furniture retail

4、ers and manufacturers to find ways to replicate the sensory appeal of their products online.What has resulted is an acceleration in consumer willingness to buy furniture online and an increasing role for technology in enabling their decision-making.This whitepaper,written in partnership with Chaos C

5、ylindo,examines those changes in more detail,with expert insight and exclusive interviews and case studies from Joybird,Sofa Club and Monte Design Group.They explain how theyve navigated the changing market and embraced its opportunities.The whitepaper begins by examining the state of the market tod

6、ay and how its recovered from the challenges that followed the pandemic,including supply chain disruptions and the cost-of-living crisis,which hit consumers buying ability.We then explore the customer journey in furniture retailing in detail,identifying the wider barriers to conversion than just its