Survey: Consumers want easier online shopping
Atlanta — Online shoppers want retailers to make it easier to purchase their goods and services, and also want websites and stores to work better together. For now, according to a new survey of 5,800 consumers from UPS and comScore Inc., they also prefer to evaluate and purchase products from their desktops rather than their mobile devices, and when it comes to shipping and returns, "free" is a driving factor to complete the sale.
Results of the third annual UPS Pulse of the Online Shopper Study show that when shopping on mobile devices, 41% of respondents said they prefer a retailer’s full website compared to a mobile website (34%) or mobile app (25%). And while retailers have had a hard time connecting social media to sales, the study shows that it does have an impact, as one-third of all shoppers and one-half of Millennials said purchase decisions are influenced by social media.
Consumers also are likely to share their opinions on product and brands on social media. Satisfied shoppers who share their thoughts via social media are most likely to post on Facebook (86%) followed by Twitter (34%), Google + (23%), Pinterest (21%), and Instagram (19%).
Other findings include:
- 40% of purchases are made crossing channels, whether searching in store and purchasing online or vice versa.
- 58% of respondents have added items to their shopping carts to qualify for free shipping and 83% are willing to wait an additional two days for delivery if shipping is free.
- More than one-half of online shoppers said they want to see the total purchase cost early in the checkout process, and the majority prefer seeing the expected arrival date rather than the number of days it will take for the product to arrive.
- Consumers now expect free returns with 82% respondents saying they would complete the purchase if they could return the item to a store or have free return shipping, and 66% said they view a retailer’s returns policy before making a purchase. The majority of shoppers want retailers to make it easy for them to return a purchase by including a label in the box.
“The retailers who embrace the various channels and options that customers favor will deliver a positive customer experience and ultimately drive sales and brand loyalty," said Susan Engleson, senior director at comScore.
Galleria partners with Displaydata
Chicago — Retail category planning solutions provider Galleria has entered a partnership with Displaydata, a provider of digital display solutions.
The partnership is intended to create a solution that will reduce operational costs while still enabling the delivery of a customer-centric in-store experience, by connecting electronic shelf label (ESL) technology from Displaydata with category management solutions from Galleria.
Galleria’s solutions can be hosted by Galleria and/or operated as both desktop and integrated solutions, as well as provided as pure consultancy services.
Ugam provides category intelligence for electronics retailers
New York — Managed analytics provider Ugam is releasing a comprehensive electronics category intelligence solution which provides product pricing, assortment and content intelligence to help electronics retailers determine which products to offer, at what prices to sell them, and how to best describe them in order to optimize margins and maximize profitable conversion rates.
Ugam’s proprietary category intelligence solution collects and stores more than 104 different data points, from pricing information and product attributes to demand signals including search data, consumer reviews, ratings and social signals, for more than 600,000 electronics product SKUs sold via retail channels and online marketplaces across the U.S. The solution includes data about products in 132 key electronics categories, including cameras, computers, home electronics, home office products, portable electronics and video games.
Collected data includes brand name, product name, SKU number, product description, meta keywords, features, dimensions, weight, images, availability, price, shipping costs, markdown price, and minimum advertised price. It also includes consumer demand signals such as estimated organic search traffic, share of organic demand, relative page rank, and social signals including total reviews, share of reviews, social sentiment (e.g., Facebook Likes, Pinterest Pins), share of social, etc.
Ugam applies advanced analytics to this data to deliver insights and recommendations to clients via a dashboard and rich graphical user interface. The dashboard provides competitive metrics showing how retailers’ product assortment, prices and descriptions compare to competitive offerings, with intuitive drill-down capabilities designed to provide deeper insight into the data.
“The electronics category has been a victim of price matching, everyone’s playing Amazon’s game,” said Sudhir Holla, senior VP retail at Ugam. “With our electronics category intelligence, we’re helping retailers capture the most important and relevant information and distill that into actionable insights that help them differentiate themselves, and compete on something other than price.”
The category intelligence solution is delivered to clients as a software as a service (SaaS).