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