QUICK READ: Amazon.com has the bar for customer service when it comes to online sales. Retailers who sell primarily online cannot afford to be closed on Sundays and holidays and customer service people have to be available during normal business hours to answer customers’ questions.
SUMMARY: Despite what you read e-commerce sales are only 13.4% of total holiday sales. The reason “Black Friday” wasn’t as popular as before is that it has been replaced with Black November.
IN SUMMARY: Some 36.8% of US consumers bought groceries online in the past year, up from 23.1% in 2018’s survey. This estimates to almost 35 million more consumers buying groceries online between 2018 and 2019.
According to Deloitte “desktop/laptops is still the go to method for online spending. In addition, Back in September, research firm First Insight claimed that 71% of Millennials visit multiple brick-and-mortar stores to find the best deals, compared to just 57% of baby boomers. And back in June, CouponFollow found that 76% of Millennials “browse the internet before buying anything.” Of those, [inlinetweet prefix=”” tweeter=”” suffix=””]67% buy the product from a brick-and-mortar store, while just 33% make the purchase online.[/inlinetweet]
Black Friday suffered another blow this week after early deals and online shopping robbed the event of many brick-and-mortar customers. [inlinetweet prefix=”” tweeter=”” suffix=””]Online sales surged 14 percent on Thanksgiving[/inlinetweet], according to Rakuten Marketing, and websites such as Target.com had their biggest day ever during the holiday. Smartphones and tablets have made it easier for consumers to shop from the couch, and many more of them are now doing just that. [inlinetweet prefix=”” tweeter=”” suffix=””]Mobile purchases made up 41 percent of e-commerce orders on Thanksgiving, up from 37 percent last year,[/inlinetweet] Rakuten found. However, what’s been lost in all this is that desktops still rule.
There was a time when Wal*Mart was the king of all retailers and made manufacturers reps run for cover. It seems that Wal*Mart’s best days may be behind it. Paying $3 billion for Jet.com is a huge blunder that’s going to come back and bite them in the ass.
You would think, that as more people go online and use tablets, brands and marketers would understand that people don’t want to be interrupted and that the online experience should be a great one. However, too many sites are still not optimized for mobile and the experience of trying to share content works “most of the time” but not all the time.
There is a lot of hype around mobile and although it’s still growing the majority of consumers (80%) still are using PC’s to shop according to Custora real-time analytics.