Se ha denunciado esta presentación.
Utilizamos tu perfil de LinkedIn y tus datos de actividad para personalizar los anuncios y mostrarte publicidad más relevante. Puedes cambiar tus preferencias de publicidad en cualquier momento.

2020 US Holiday Shopping Research

1.303 visualizaciones

Publicado el

Holiday shopping implications for Post and Parcel organizations: Fast and free delivery that is reliable and predictable is now expected by default.

Publicado en: Tecnología

No se admiten más comentarios

  • Sé el primero en comentar

2020 US Holiday Shopping Research

  1. 1. 2020 US holiday shopping research Implications for Post and Parcel organizations October 2020
  2. 2. Overview of findings Due to the COVID-19 pandemic, online shopping is on the rise Most people want home delivery of their purchases Shoppers want fast, flexible and inexpensive delivery options Consumers want to shop early this holiday season 75% of the respondents indicate they will be doing at least some of their shopping online this holiday season. 53% will buy more online to some extent or significantly while 12% will make all their purchases online. 40% want fast and free delivery while 18% are willing to pay reasonable shipping costs for personalized options. 20% indicate that return shipping are a big challenge. More than 80% want to shop with retailers who have flexible delivery and contactless delivery options. 30% will start shopping earlier for fear of not getting what they want in time. Many are not interested to shop on typical shopping/ discount days such as Black Friday, Cyber Monday, Thanksgiving day. Consumers may gift and be gifted e-cards/ gift certificates that will be redeemed post the holiday season. 77% prefer home delivery when shopping online. 50% get one to three deliveries of online purchases every week. 27% want to avoid using plastics while 18% want to opt for greener packaging for deliveries.
  3. 3. Key trends & imperatives for delivery
  4. 4. IMPERATIVES FOR DELIVERY Integrate with retailers as they localize inventories and partner with delivery startups Stress test systems to prepare for increased load Augment delivery workforce and train them to meet increased safety and hygiene mandates 01 02 03 The digital shift continues The pandemic has fast-tracked the shift to online. This is visible across age groups and shopping categories. 75% will buy online (compared to 65% in 2019). 43% will shop exclusively online and 12% now buy everything they can online and actively avoid going into stores. About 50% get one to three deliveries of online purchases every week. New purchasing habits adopted during the pandemic are expected to continue. Increasing online sales for fashion and beauty retailers, department stores, electronics and homeware retailers.
  5. 5. IMPERATIVES FOR DELIVERY Accelerate move towards automated micro-fulfilment centers Leverage Continuous Delivery to increase route density and reduce the cost of last-mile delivery Explore innovative pricing models as retailers seek to offset increase in delivery costs (and consumers are not always willing to pay) 01 02 03 Conscious consumers, expecting immediacy Fast and free delivery that is reliable and predictable is now expected, by default. 40% consumers expect fast and free delivery. Only 8% expect to have to wait for their items. 27% want to avoid using plastics while 18% want to opt for greener packaging for deliveries. 57% find green delivery preferable, and 48% are willing to pay for environmentally friendly delivery options (not only US, from October 2019 survey).
  6. 6. IMPERATIVES FOR DELIVERY Enhance and communicate safe handling and contactless delivery of packages Reinforce real-time track and trace capabilities, delivery notifications, flexible delivery windows Ramp-up customer support (including bots) to address increased consumer queries 01 02 03 Delivery is the deal maker/breaker Consumers tend to be unforgiving of a bad delivery experience. This leaves retailers with one chance to make a first impression. 56% will not shop with a retailer again following an unsatisfactory delivery. 77% of shoppers want their purchases delivered directly to their homes. Just 11% are willing to pick up purchases instore. And only the same number are happy to use contactless options like locker or curbside pick-up).
  7. 7. IMPERATIVES FOR DELIVERY Enhance analytics capabilities to measure delivery performance and identify opportunities to further increase efficiency Prepare for multiple ‘peaks’ even beyond the holiday season (as gift cards are redeemed) Incentivize off-peak deliveries with differentiated pricing options 01 02 03 Everyday is “prime” day Retailers will offer holiday deals early and for longer as consumers seek to beat the rush. 30% will start shopping earlier for fear of not getting what they want in time. Consumers are no longer waiting for special days to shop - 45% are less inclined to shop as they believe they can get equally good discounts on other days. Customers may gift and be gifted e-cards/ gift certificates that will be redeemed post the holiday season – 23% plan to buy more gift cards than last year.
  8. 8. Appendix: Select survey findings
  9. 9. Clear shift in favor of online shopping Q. Has Covid-19 changed your online buying behavior? People are scared to physically shop from shops for fear of getting infected. More and more people are resorting to online shopping. The demand is driven by urban neighborhoods of big cities. Big city: suburban areas Big city: urban areas Rural area Small/medium town
  10. 10. Returned shipping costs perceived too high Q. What poses the biggest challenge when trying to return an item you ordered online?
  11. 11. Consumers want fast and free shipping Q. When shopping online, which one of the following is closest to your delivery expectations?
  12. 12. Majority get at least one (online purchase) delivery every week Q. On average, how many deliveries of online purchases do you get per week?
  13. 13. Customers don’t forget or forgive unsatisfactory experiences Q. When you have an unsatisfactory experience, how likely are you to shop with that retailer again?
  14. 14. Most people want their orders home delivered Q. When buying online, what is your preferred method to receive the item?
  15. 15. Flexible, contactless delivery and commitment to environment and sustainability important parameters of choice Q. Consumers will prefer to shop with those who offer the following
  16. 16. Rise of the ‘conscious consumer’ Q. Thinking about how you live and shop today, do you do any of the following?
  17. 17. Contact us for more insights Robert B. Buhler Andre Pharand It's time to reinvent the delivery experience. Read more here. About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 506,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com. robert.b.buhler@accenture.com andre.pharand@accenture.com /brodybuhler /andre-pharand
  18. 18. Thank You

×