Tuesday, August 03, 2021

10 Commerce Statistics to Help Guide Your CX Strategy

SmarterCX Team
March 18, 2020

2 minute read

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.

SmarterCX Team
The SmarterCX team is comprised of subject matter experts, writers, artists, designers, and CX professionals who are dedicated to building a smarter customer experience.
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