In-store and curbside pickup has taken off in the USA, the place eCommerce customers decide up their on-line orders 4 occasions as a lot as customers in Australia, Brazil, Mexico, the United Arab Emirates and the UK. What’s extra is that amongst people who do, 47% wind up shopping for extra on their journey to the shop.
Figures like these make it clear that there isn’t any such factor as brick-and-mortar or on-line gross sales within the more and more cross-channel U.S. retail market anymore: It’s all simply purchasing.
The 2022 Global Digital Shopping Playbook: U.S. Edition delves into the small print of the important thing drivers that carry this courageous new cross-channel U.S. retail market into the limelight. PYMNTS surveyed 13,000 customers and three,100 companies throughout six key nations to study extra concerning the developments that drive customers’ purchasing choices in an ever-more interconnected brick-and-mortar retail area, and the way they’re utilizing bodily shops to boost their on-line purchasing journeys.
Key findings from our analysis embrace the next:
• U.S. customers are much less mobile-centric than customers in different nations — however that’s altering rapidly. Twenty-four % extra brick-and-mortar customers within the U.S. used their smartphones for purchasing in shops in 2021 than in 2020, utilizing them mainly to earn rewards.
• U.S. retailers get excessive marks from their customers as a result of they supply the purchasing and cost options their prospects need most. These embrace free delivery, promotional codes and coupons that may assist scale back costs, insurance policies that make it straightforward for customers to resolve disputes, safe information storage companies and different options that may encourage shopper belief of their retailers.
• U.S. retailers are however being held again by not making product suggestions available, not worth matching opponents and never making their purchase now, pay later (BNPL) choices readily obvious. Not solely are U.S. retailers much less seemingly than common to supply product suggestions on their websites and worth match opponents, however many native customers don’t understand what number of native retailers supply BNPL choices.
These are only a few of the important thing developments that make the U.S. retail area distinctive on the world stage. The 2022 World Digital Procuring Playbook: U.S. Version gives a ground-level view of what U.S. customers now count on from their retail experiences — and the way nicely native retailers are gearing as much as ship these expectations.
To study extra about the important thing digital purchasing options that may assist U.S. retailers achieve an higher hand towards their opponents, download the report.