Consumer Behaviour : What 2017 Peak Figures Reveal
Some of the UK’s largest retailers with their experiences confirm a big swing to online with a lower footfall on the high street translating into our drivers pounding the pavements and delivering more to home addresses than ever before.
December volumes were up by 13% when compared with 2016. As a surprise, of course was that consumers felt less pressure to grab a bargain in the Cyber weekend. They preferred to make the most of the longer sales period.
It was fascinating to see the analysis on Retail Week’s website from PCA, predict pointing out consumers are empowered by mobile devices. They are more likely to spend when and where they want to, and rather than embarking on a shopping frenzy on a specific day.
Data from IT department confirms the change in consumer’s behavour. The shift from high street to online is matched by a marked move from desktop to mobile. In addition, more interactions coming from tablets to smartphones as users are enjoying the speed and convenience offered by apps. Redefining these changing consumer habits engage with both shippers and shoppers.
Call centres replaced by Chatbots
Technology continues to play a major part in other ways as AI chatbots automatically resolves consumer enquires, without the need for a call centre advisor to intervene.
This has surpassed forecasts by a huge margin showing that tech savvy consumers with busy social lives trust technology to meet their expectations. Predicting shopper’s behavour remains a huge challenge.