Why will shoppers continue to turn to the Net this holiday season?
Due to recent events, consumers are wary not only of traveling, but even of venturing out to the malls. Rather than visiting family and friends in the coming weeks, folks will turn to online gift giving as a means to share in the holiday spirit with loved ones. But they don't necessarily want to experience delays typical of the holiday season and will be looking for the shopping experience to be made as easy as possible.
How can retailers keep these online shoppers happy?
Consumers don't have strong preferences about delivery services, but they do expect their packages to arrive on time. To minimize the impact of possible disruptions during this busy time of year, retailers should start communicating with their customers now to encourage early shopping. They should also help reduce delays and frustration by offering in-store pickup for online purchases.
How have online shoppers changed since 2000?
Their expectations have grown exponentially. Last year, online consumers expected hassle-free shopping and on-time delivery. This year, they expect to be able to send gifts to multiple addresses in a single transaction since they'll be sending more gifts in lieu of traveling. They will gravitate to sites that offer in-store pickup for online purchases. Of course, they still expect to find deals online and appreciate the convenience of online shopping, but in light of the recent attacks, online consumers will go to the sites that make this difficult year a bit easier.
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