CHICAGO (PRWEB): According to data released today from digital services and solutions provider Avionos, nearly three-fourths (73%) of online consumers are likely to avoid brands and retailers after a single negative experience. On the flip side, 97% are likely to make a repeat purchase after a positive experience. It’s clear that experience is a core driver of customer loyalty today, and it’s critical that today’s brands and retailers must develop the commerce and digital marketing capabilities to keep up with evolving consumer expectations or risk losing market share.
To gain a deeper understanding of consumer expectations, Avionos surveyed 1,500 U.S. consumers who have shopped online within the past year. The “Shoppers Demand Superior eCommerce Experiences: Consumer Expectations in 2019” report found that seamless, experience-driven commerce drives consumer purchases today. In fact, when all other factors are equal, 78% of online shoppers are more likely to make a purchase with a brand or retailer that better personalizes their experiences.
“It’s about relevant experiences and the consumer gets to decide what’s relevant – not brands,” said Scott Webb, CEO of Avionos. “The cost of being generic is that brands lose that loyalty forever. Expectations have risen to the point where consumers have a right to demand relevant, first-time experiences with the brands that they choose to do business with. If brands don’t deliver on that, consumers have enough options that they’ll take their loyalty and money elsewhere. And there is no returning from that.”
Key findings from the report include:
- Seamless online-to-offline experiences dominate: Nearly three-fourths of online shoppers (71%) believe a strong presence both in store and online equates to success for brands and retailers.
- Omnichannel strategies reap major rewards: Nine in 10 online shoppers (87%) are now likely to shop in store with brands and retailers that previously operated only online (i.e., Bonobos, Warby Parker). Once those shoppers arrive in a store, 82% are likely to buy more than planned.
- eCommerce leaders stand out: When online shoppers intend to purchase a product, 35% start their search on Amazon, and 19% begin with Google.
- Brands and retailers need to stay two steps ahead: More than two-thirds of online shoppers (69%) believe brands and retailers need to know their device preferences for shopping. This number rises to 83% of Gen Z online shoppers, and 84% of millennials.
“Today’s commerce experience is multi-dimensional, and requires retailers to be thinking about how they can inspire innovation beyond just the next new tech trend,” said Dan Neiweem, co-founder and principal at Avionos. “They need to be thinking about how they can leverage data and derive insights that enable them to build relationships with their customers and create a seamless purchasing journey across all shoppable touch points, both in physical and digital spaces. Understanding what consumers want, retailers can start asking why, and form their strategies that build customer loyalty.”
To learn more about the evolving retail landscape and to download the full report, please visit https://www.avionos.com/2019-consumer-report/.
Avionos designs and implements digital commerce and marketing solutions that deliver measurable business outcomes for clients like Kellogg’s, Sysco, and Ulta Beauty. Our iterative approach quickly unlocks new revenue, transforms customer experiences, and drives customer engagement. We’re ranked on Crain’s 2018 and 2019 Best Place to Work lists, earned Best Company Culture from Comparably, and are a certified Great Place to Work.