Spring Forward With Smart Omnichannel Strategies
With the growth of e-commerce and the increasing amount of options at consumers’ fingertips, the market is ripe for innovation. Good customer service isn’t just a nice-to-have, but a must-have. E-commerce sales are projected to reach $604.2 billion by 2020, making it essential for retailers to listen to their customers and be strategic with what efforts they prioritize to meet expectations.
Radial recently surveyed more than 2,000 consumers across the United States and Canada to examine their online shopping priorities and understand what the most important pieces of the e-commerce journey are.
In 2017, only 16.7 percent of U.S. consumers believed that delivery time expectations should vary by the type of purchase. This means over 80 percent of consumers expected something as large as a couch to be shipped just as quickly as something as small as a phone charger. In 2018, nearly 30 percent of U.S. consumers now agree that shipping times could reasonably vary based on what product is being shipped, showing that consumers are becoming more flexible.