2019 Consumer Expectations Report

2019 Consumer Expectations Report

Shoppers Demand Superior eCommerce Experiences

78% of Consumers Are More Likely to Shop With Brands Offering Personalized Experiences

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Drive strategic outcomes by delivering superior commerce experiences

The retail landscape has evolved drastically as eCommerce players like Amazon have come on the scene. However, to be competitive, brands and retailers need to differentiate their offerings based on what their unique customers demand. They can learn from Amazon – what’s important is that they don’t try to be Amazon.

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.

About Avionos

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 Places to Work. Learn more here.

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