UPS Says These 5 Things Matter To Internet buyers. Which of them Are You Doing Effectively?

UPS researched over 5,000 shoppers and located out what really matters to them when shopping online. Take a look at the entire research here  and the summary below.

Mobile experience is lacking

While smartphones play a huge role within the online experience, user interfaces have some catching as much as do to win over consumers. Web shoppers who use multiple devices said they might opt to shop on a desktop computer over mobile because larger and clearer images help them comparison shop. Therefore, it’s no surprise that after shopping on mobile devices, 41% of respondents said they like a retailer’s full website vs. a mobile website (34%) or mobile app (25%).

Social media influences sales

While retailers have had a difficult time connecting social media to sales, the study clearly shows that it does have an effect as one-third of all shoppers and one-half Millennials said purchase decisions are influenced by social media. Consumers are also prone to share their opinions on product and types on social media. Satisfied shoppers who share their thoughts via social media are commonly to post on Facebook (86%) followed by Twitter (34%), Google + (23%), Pinterest (21%), and Instagram (19%).

Omnichannel drives brand loyalty

The demand for cross-channel convenience is becoming more prevalent for the savvy shopper.  In reality, 40% of purchases are made crossing channels, whether searching in store and buying online or vice versa. “The retailers who embrace the many channels and options that consumers favor will deliver a good customer experience and ultimately drive sales and brand loyalty,” said Susan Engleson, senior director at comScore.

Delivery costs and free shipping trump faster delivery

Free shipping continues to drive purchasing decisions — 58% have added items to their shopping carts to qualify free of charge shipping and 83% are willing to attend yet another two days for delivery if shipping is free. Multiple-1/2 internet buyers said they need to peer the entire purchase cost early inside the checkout process, and the bulk prefer seeing the predicted arrival date instead of the choice of days it should take for the product to reach.

While consumers prefer most in their packages dropped at their home (74%), there’s a growing trend for alternate delivery options. Only about 43% of customers within the survey were satisfied with the power of fixing delivery days or rerouting packages.  “Consumers demand more from their package delivery experience, and today’s online shopper expects us to reply by creating solutions convenient for them. For this reason we’ve created UPS My Choice® and the UPS Access Point™ Network,” said Derrick Johnson, UPS vice chairman of world segments.

Return policies affect purchase decisions

Consumers now expect free returns with 82% respondents saying they’d complete the acquisition in the event that they could return the object to a shop or have free return shipping, and 66% said they view a retailer’s returns policy before creating a purchase. Nearly all of shoppers want retailers to make it easy for them to come a purchase order by including a label within the box.

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