Home delivery is shaping up to be the sticky widget in retailers' toolboxes this holiday season - and one that could affect customer loyalty for a long time to come - as half of all consumers won't give merchants a second chance following a disappointing online experience.
Consumers expect to hear knocks on their door from delivery services well into the holiday week and for no cost at all, according to Deloitte's 30th annual holiday survey of consumer spending intentions and trends. In fact, free shipping is the top priority for shoppers when it comes to retail policies, with 72 percent of responding consumers planning to take full advantage of the perk. Nearly 9 in 10 shoppers (87 percent) prioritized free shipping over fast shipping (13 percent) when purchasing gifts shopping online.
With a quarter of holiday shoppers planning to spend more this year than last, retailers can start to celebrate. In its second year of research into holiday shopping plans, analytics company SAS polled 3,458 consumers in the U.S., Canada, the U.K., Australia and New Zealand. The U.S. led spending growth with 29 percent of consumers saying they'll spend more. Canadian shoppers, on the other hand, are tightening their budgets this year. Millennial shoppers (ages 18 to 29) are most likely to up their spending this year, while older consumers are tending to stick with last year's budget.
Holiday shoppers are expected to spend more this season, but it's where or how they plan to spend that should interest retailers, as Thanksgiving Day shopping and social media gain in popularity, according to a new study from Accenture.
"Buy online, pickup in store" has become an increasingly popular strategy for retailers looking to reduce delivery costs. But a new study reveals it isn't working as well as the store owners hope.
The majority of U.S. shoppers plan to do the bulk of their holiday shopping this year online. But retailers know that not all shoppers are created equal, and new research highlights some of the differences.
Nearly half of online retailers are "very" or "extremely" confident that holiday sales this season will outperform last year, according to a new survey by Bigcommerce.
RetailNext has predicted a positive U.S. retail performance for the months of November through December. Over the holidays, sales are expected to rise 2.8 percent, driven in large part by an exceptional 16.2 percent increase in digital sales.
Sixty percent of Americans created or used an online account with a retailer in the last 12 months, which suggests convenience ranks top-of-mind for U.S. shoppers, according to Worldpay, a global payments company. In fact, 47 percent said they create online accounts because it is quicker and easier to shop.