Research & Statistics
News
at least one online channel, now account for 38 percent of all purchases( up 2 points). Store-only searches and purchases declined by two points( to 20 %). Retailers must create seamless experiences that resonate with how their customers want to shop. Providing detailed product information with good photography, professional and peer reviews, and online access to store inventory( 58 % find it important) are critical.
Online sales drive significant instore traffic. Half of shoppers who buy online, ship to a physical store. Of these, 46 percent make additional purchases while picking up their items. A majority of shoppers( 60 %) also prefer to return items to a store, at which time 70 percent of them make additional purchases. Yet only 36 percent of shoppers say they experience helpful associates when returning items to a store.
“ Cost, control and convenience are shoppers’ primary drivers,” said Finley.“ Shoppers may be buying more online, but they still value the physical store. Providing an exceptional in-store experience can position the retailer to convert more sales and enhance loyalty when customers pick up and return items.”
Online shoppers report they are using their smartphones in-store for a full range of actions. Nearly 30 percent of shoppers look up product reviews( 29 %), read product details( 28 %), compare prices( 27 %), and access coupons for in-store redemption( 27 %) regularly( often or most of the time). Just 31 percent of shoppers are aware of in-store beacons. A quarter( 26 %) of smartphone users are receptive to in-store mobile messaging with Urban shoppers( 37 %) and millennials( 36 %) being even more receptive. However, more than four in ten smartphone users are neutral toward the idea of in-store mobile messaging.
Online shoppers report they are using their smartphones in-store for a full range of actions. Nearly 30 percent of shoppers look up product reviews( 29 %), read product details( 28 %), compare prices( 27 %), and access coupons for in-store redemption( 27 %) regularly( often or most of the time). Just 31 percent of shoppers are aware of instore beacons. A quarter( 26 %) of smartphone users are receptive to in-store mobile messaging with Urban shoppers( 37 %) and millennials( 36 %) being even more receptive. However, more than four in ten smartphone users are neutral toward the idea of in-store mobile messaging.
The Ready Retailer
Free shipping continues to be the most important factor driving customer satisfaction when checking out online( 73 %), although consumers are willing to pay a premium for faster delivery. Half of shoppers( 50 %) would pay for faster shipping for personal reasons, such as birthdays and holidays.
Home delivery is still the preferred location to receive packages, although more consumers are embracing alternate delivery locations. Preference for alternate delivery locations grew nine points( to 35 %) in the last two years. More than half of shoppers are interested in an alternate delivery location with extended hours and lower fees.
“ These are exciting and challenging times for retailers,” said Finley.“ The industry is changing at an incredibly fast rate. Listening closely to what shoppers want and boldly trying new techniques can give retailers a competitive advantage in this very competitive industry. UPS is working with shoppers and retailers to provide a seamless, engaging experience that everyone will enjoy.”
Banking & Finance
STANDARD CHARTERED LAUNCHES AFRICA’ S MOST EXTENSIVE ROLL- OUT OF MOBILE AND ONLINE BANKING
Digital banking made easier, faster and safer for over 1 million clients across 8 markets
48 June 2016