It’s that time of year!
Yess! It is that time of the year again! We all are prepping up for the holiday season! The Starbucks red cups are out! The picturesque Fall’20 has taken over Instagram handles. People across the globe have started applying for their annual leaves and other time-offs to be spent with families. The pandemic has kept the strings pulled throughout the year, but we are all set to rejoice with our loved ones during the holiday season in a close-knit affair. While things go slow for every sector and vertical, eCommerce witnesses a lot of action during this 3-month period. And this year it is even more action-packed for eCommerce retailers – thanks to the world pandemic!
Going by numbers, eCommerce sales have already exceeded the Black Friday and Cyber Monday figures in the first 2 quarters of 2020. According to the Q2 report of the U.S. Census Bureau (covered in Techcrunch), U.S. retail e-commerce reached $211.5 billion, up 31.8% from the first quarter, and 44.5% year-over-year. E-commerce also accounted for 16.1% of total retail sales in Q2, up from 11.8% in the first quarter of 2020.
This only adds unsurmountable pressure on digital commerce, marketing, and merchandising teams of online retailers and eCommerce stores. The Holiday Season 2020, after all, is expected to break all the records!
The one thing that has everybody’s attention in the eCommerce ecosystem is Holiday Readiness. Each team is being given a sermon to Be Holiday Ready!
eCommerce Trends, this Holiday Season
Every year, retailers across the globe rely on this holiday season to meet their annual revenue targets. No wonder, it becomes imperative for online stores to have a full-proof system in place and not lose any money on the table.
And just so that you are fully equipped to handle what’s coming your way, we have curated a list of top trends that are expected to shape up the holiday season this year:
1. Larger potential audience – This goes without saying. In 2019, the in-store sales saw a decline of 6.2% while online shopping grew by 14% according to ShopperTrak. Nike saw 30% of its sales coming from digital channels in 2020 which was a target set for 2023. The digital transformation has accelerated 5 years in time already due to the pandemic. This implies there are going to be more shoppers planning to buy products online this holiday season. While GenZ and Millennials were thought to be the key drivers of the online shopping landscape, GenX and Boomers are expected to join the frenzy this holiday season.
2. New Shopper profiles – With Gen X and boomers joining the race to purchase online, this means a lot of preparedness to undergo to shopper personas that will be coming online for the first time to buy stuff. Under such circumstances, it will be important for online stores to ensure that buying experience and discovering products is intuitive enough for shoppers who have never shopped online before. From the language of the website, to display of the products, checkout procedures, payment options to return/refund policy will have to be shaped up to ensure seamless shopping experience for these first time online shoppers. Convenience is next to none – especially for the digital natives.
3. Omni-channel adoption – With stay at home orders, unanticipated lockdowns – more and more shoppers are going to buy online. This implies your online retail store becomes the epicentre for all the holiday season action. However the people’s desire to go out and have same-day delivery is going to make BOPIS (buy online and pick up in store), curbside or drive through pickups popular options among the shoppers. So much so, that Magento Commerce in its Magento 2.4 update has already released an in-store pickup option called BOPIS fulfillment. eCommerce stores can set pickup hours and location in the administration settings. This trend is going to set a precedent for unifying the in-store and online buying experiences bringing a drastic shift towards how we think and perceive the digital strategies for tomorrow.
4. Discovery Commerce – This is the cool-er stuff you and other retail stores need to know! Let the product find the shopper before the shopper even thinks of buying the product! Yes! Showing relevant products and recommendations to the shopper even before they land up on your website. Using information like top selling products in a geography (read pincode), to understand the trending searches and popular products for the upcoming holiday season, location based targeting to connect the right product to the right shopper! This will help in establishing a frictionless shopping experience and acquiring new shoppers thus resulting in shoppers’ delight – leaving them coming back to you because they feel that you know and care about them – more than others.
Having highlighted the top trends this holiday season, the question to ask is how do eCommerce stores ensure in delivering such a seamless shopping experience catering to the changing trends and demands of the shoppers.
What does it mean for eCommerce stores?
All of this translates to hundreds of different things that you can change on your website and in your process across the shopping journey – from discovering a product to placing an order and maybe making a return and asking for a refund. But here is a well thought out list of Top 6 things you can look into to ensure that you do not have a disgruntled customer.
- Product Discovery and Selection – Ensure that the shoppers are able to discover and select the products in the most seamless manner. With catalogue size running into millions with new “holiday-category”, self-gifting items and curated shopping lists added to the feed, finding the right product fast can be a nightmare for a shopper. This can result in a lost sale. The best you can do is to use AI and ML algorithms to fine tune the search relevancy and fix the category pages on the website and rank these relevant products higher on the product listing pages to shorten the path-to-purchase and help shoppers make faster decisions. (Watch how!)
- Personalized Shopping Experience – 80% of the shoppers are more likely to buy from a store that offers personalized shopping experience. An eCommerce store can use its website to bring the brand to life for its shoppers. Build a personalized shopping experience where you can recommend the relevant products, cross-sell and upsell complementary products to increase the basket size and AOV in much organic fashion. Shoppers love to be treated personally, offer an experience that engages with the shopper at an individual 1:1 level. Curate an experience that compensates for the personal treatment they receive in their favorite retail store.
- Slick merchandising options – Did you know consumers give 0.05 seconds to form an opinion about a site and 38% of them will stop engaging if the design or the content is unattractive. The key to succeed is understanding your shopper. Show them the relevant products, run the right kind of merchandising campaigns and promotions, A/B test these campaigns in various geographies, boost the products related to top searching queries, bury the not-selling inventory, pin or slot the brands shoppers love to buy from. Let shoppers see the visual products as they type the queries in the search bar (what we call visual guided autosuggest) and bucket the products into Popular, Keywords, Trending, etc. categories for easier selection. Shoppers love it when they are able to find the products with ease and make shopping decisions fast – especially during the holiday season. This increases the likelihood of them buying form your online store or have them coming back to you to buy more stuff. Get creative about showcasing the right kind of products to your shoppers. Your website should be like a magic wand that brought all the choicest goodies in front of the shopper! Let ‘em have their Cinderella moment.
- Seamless checkout – Many eCommerce stores fail to offer a painless checkout procedure. “It’s too long and too complex”, is what most of the shoppers complain. Many shoppers don’t trust the website with their personal information for the first time so it is advised to offer a Guest (Anonymous) checkout. Give your shoppers an option to make payment with a credit/debit card or a wallet. Shoppers are based globally trying to buy gifts for their loved ones from their favorite store based locally. So it is a plus plus if you give them an option to make an international payment and in multiple currencies. What more – enable a single page checkout to avoid any redirects thereby preventing the shopper to drop-off from the purchase.
- Fulfillment/On-Time Delivery – When it comes to orders placed during the holiday season, this is #1 fear of each shopper – delayed delivery of the products. The first and foremost thing you can do is to ensure that your process is not broken and you have an SLA in place with your 3rd party delivery partners and dropshippers. Having said that, this is as good as it reads on paper. To ensure that you are able to alleviate this fear, have an active notification system in place which can be used by the shopper to track their parcel. Provide the shoppers with a dedicated page or hub/contact point to check for delivery of their orders. For shoppers buying locally, online stores can pledge to offer a drive through or curbside pickup (as mentioned earlier under eCommerce trends). BOPIS is one of the preferred options for shoppers these days. (BOPIS as an option increased by 195% Y-o-Y in May during the pandemic) This not only gives the shoppers the convenience to pick up the order the same day but also prevent you from becoming a bottleneck in the process.
- Security – Last but not the least, ensure that the data of your shoppers is not compromised. Holiday season is also notoriously called as the cybercrime spree time of the year. In 2020 alone, till date 8 billion records have been exposed thereby putting a high pressure on eCommerce stores to keep security intact. While the hackers are not able to make much money – but it ends up harming the brand reputation badly. That is why it is important for online stores to understand the criticality of this aspect. Ensure that we have a tool in place to regularly track and detect major incidents of breach in the system be it magecart attacks, supply-chain attacks, skimming or form-jacking. In fact we recently conducted a webinar on the topic: What eCommerce stores need ahead of Holiday Season – Security and Conversions.
Measuring the success of the Holiday Season
Once you have ensured that you are ready to delight your shoppers this holiday season – be wary of the metrics you are going to use to measure the success of the holiday season. You might come across a laundry list of vanity metrics available online – but they are of no use if they do not really matter to your business.
For your ease and simplicity, we studied the data from the past and holiday reports that we prepared for our customers and a few sample reports that they shared with us for better understanding their business – to put this list together:
- Total Traffic
- Traffic Source
- New vs Repeat customers
- Desktop vs Mobile
- Desktop Conversion vs Mobile Conversion
- AOV on Desktop vs AOV on Mobile
- Shopper Behavior – traffic, searches, transactions and conversions happening across Search, Category pages and Recommendations
- Pages with higher bounce rate
- Top performing product queries
- Product queries with zero results
These are some of the key metrics that can help you fix what might be broken on your website during the holiday season and prevent any further revenue loss. But these metrics can vary from organization to organization depending upon the business requirements.
Wrapping up – Short Term vs Long Term
“This holiday season is going to be unlike any holiday season I think any of us have ever seen before.”, Levi Strauss & Co. CEO Chip Bergh was found quoting CNBC. Walmart and Target have decided to sell online solely during Thanksgiving this year. There is surely a surge anticipated in an online traffic and sales nearly by 25%-35% (according to a report published by Deloitte)
What all the brands are doing right now is to Be Holiday Ready for this season. But with the aforementioned trends and what does that mean for eCommerce stores – we believe that many of these trends and fixes are going to last more than just the Holiday Season 2020 running into 2021!
You and other eCommerce stores can leverage some of these fixes real quick to fix for the imminent times but it’s time to think about the long-term consequences of the pandemic and its impact on shopping behavior across the world.
Why only enjoy one-day jackpot and not have these smashing shoppers from the holiday season keep coming back to you over and over again!?
Building seamless Digital Commerce experiences is no more a thing for tomorrow. It is something that many online retailers need to consider today. You cannot afford not to be able to showcase the products the shoppers are more likely to buy! You cannot afford not being able to deliver a personalized shopping experience! You need to ensure that each search a shopper makes on your website has a relevant product mapped to it. Because if not you, there is someone else who is going to do that for your shopper. You can have each piece right but let us not forget that each shopping journey begins at product discovery and selection!
Building the retail stores of the future!
Holiday Season 2020 is going to be that milestone in the history of eCommerce which was supposed to be arriving in 5 years from now! No wonder holidays are already here! XoXoXo!
With more shoppers switching online to make purchases and beyond just the holiday season, online retailers need to devise a digital strategy that can cater to the rapidly changing retail landscape – quickly and efficiently!
From understanding the shopper behavior and buying patterns, self-optimizing algorithms that can understand shopper queries and intent, enabling voice and visual search capabilities, identifying fraudulent transactions and online thefts, automating customer conversations and support service to answering customer queries – AI and ML are going to play a pivotal role in shaping up the retail stores of the future!
When you are done handling the frenzy of holidays 2020 (laughs), feel free to come back and explore how Unbxd can enable a relevant, intelligent and personalized AI-powered site search for your online store and shape the digital commerce experience for your shoppers (for the long term) and help you build your Retail Store of the Future! Else you can request a demo right away!
#unboxhigherconversions #unboxhappiness with Unbxd!