Episerver’s Global Report Details Retail Buying Habits, Retailer Best Practices
Amazon™ is near its tipping point for holiday sales with 42% of online shoppers expecting to purchase all or most of their gifts via the marketplace this year according to Episerver™, the customer-centric digital experience company. Despite Amazon’s status as a top destination for gift buying, survey data suggests it's lacking in areas retailers can capitalize.
For its report “Holiday Online Shopping Trends 2019: Retailers Win with Customer Centricity,” Episerver surveyed more than 4,500 global online shoppers to learn about their holiday shopping habits and to identify best practices for retail marketers and merchandisers to earn customers’ attention and action. For example, while a third (32%) of online shoppers start their holiday shopping on Amazon, followed by Google™, not all product categories are created equal. More consumers turn to a retailer’s website first for apparel shopping (43%) than Amazon (30%) or Google (29%) due to more complete content via the brand versus a marketplace or search engine. With apparel the category most often researched in-store (25 percent) before making a purchase online, it is clear retailers can provide richer online content to fill the content gap Amazon created. Retailers’ websites remain the single source of truth as a quarter of shoppers (26%) say they enjoy a brand or retailer’s site for its product information more so than any other shopping channel.
“It’s no secret Amazon is a leader in digital commerce, and its popularity continues to grow,” said Ed Kennedy, senior director of commerce at Episerver. “Despite priding itself on customer-obsession, Amazon still lacks in areas like product education, inspirational content and fanatical customer service. There’s incredible opportunity for retailers to differentiate by providing customer-centric digital experiences that mirror face-to-face interactions through gift-giving suggestions, personalized messaging and a human approach to the holidays.”
Retailers may have more time to prepare than they think as Episerver’s survey shows the highest number of shoppers (21 percent) start their holiday shopping December 1-15 versus any other period in Q4. Consumers are evidently not worried about shipping delays with a third (31 percent) of online shoppers expecting two-day shipping, year-round.
Other key findings from “Holiday Online Shopping Trends 2019: Retailers Win with Customer Centricity” include:
The “Holiday Online Shopping Trends 2019: Retailers Win with Customer Centricity” report explores the desires, behaviors and common trends of over 4,500 global online shoppers from the United States, the United Kingdom, Germany, Sweden, Belgium, the Netherlands, Luxembourg and Australia.
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Episerver empowers businesses to scale through the most customer-centric approach to digital experiences. Its Customer-Centric Digital Experience Platform™ features best-in-class content management, robust commerce, and intuitive data and personalization solutions. The platform has consistently earned industry, analyst and media recognition for its vision, capabilities and customer commitment. Episerver’s 900+ partners and 700+ employees in offices around the globe are proud to help more than 8,000 customers enrich their customer lifetime value, increase revenue and grow their brands. Learn more at episerver.com.
Manager, Brand Communications
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Rachel Teitt Gill
Director, Brand Communications