Excerpted from The 2020 Guide to Digital Commerce.
When it comes to attracting, converting, pleasing, and retaining customers (both online and off-line), the sands are constantly shifting.
In today’s retail environment, customers expect nothing less than a seamless shopping experience, regardless of whether they’re standing in line at a big box store, or clicking “buy now” on a mobile device from the comfort of their couch.
So how are customers shopping, and retailers responding? Here are 10 commerce statistics to help guide your in-store and online CX strategies.
For more stats and tips on digital commerce, view the full ebook: The 2020 Guide to Digital Commerce.
Ecommerce sales are projected to reach $4.9 trillion in global sales in 2021 (Betakit)
68% of consumers acknowledge that personalized experiences are important (Oracle and Jeanne Bliss)
Top-notch customer service remains a must as such efforts contribute to buying decisions for about two-thirds of consumers (ChainStoreAge)
64% of online shoppers view the ability to shop anytime day or night as a major factor in the decision to head online (MaristPoll)
61% of B2B customers head online to start the buying process (Accenture)
57% of online consumers worldwide buy from retailers based in another country (Nielsen)
55.6% of direct-to-consumer brands and 41.1% of traditional brands are increasing their investment in chatbots and other forms of AI (Oracle and CommerceNext)
Voice shopping devices are projected to occupy a spot in 55% of U.S. homes and generate $40 billion worth of online purchases by 2022 (USAToday)
51% of B2B customers explore social media sites as a first step in the buying process (Accenture)
31% of consumers worldwide buy something online at least once a week (PWC)
For more insight into consumer buying behaviors, retail trends, and modern digital commerce technology, read The 2020 Guide to Digital Commerce.
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