The way consumers shop and buy is constantly evolving, with new technology having an unprecedented impact on the customer experience.
In June 2018, we surveyed over 2,500 consumers across the UK and analysed their behaviour across the different buying channels.
In this report we have analysed consumer behaviour and preferences across online, in-store, and mobile.
The key take aways
- Convenience comes first
Today’s consumers are increasingly intolerant of any obstacles during their shopping experience, both online and in-store.
- Be transparent about data
Data and privacy are a hot button issue for consumers. Brands need to offer clear benefits and incentives if they want their customers to hand over their details – and reassure them that it’s a safe and convenient thing to do.
- Mobile is fundamental
Mobile shopping and payment is at the heart of everything, used for online shopping, in-store research, even potentially replacing physical card payments.
- Use new technology wisely
The success of voice-activated devices shows that most consumers are ready to adopt the newest technologies, as long as it benefits them. This is good news for drones, as they might be the next big thing.