Customer Experience Round-Up: December 16

The holiday shopping season is in full swing, and 2019 is a year unlike any other. This year, customers crave convenience, but they also want unique products and experiences. Here are three stories from the week that show the trends and innovations of holiday shopping 2019.

Holiday Shoppers Want Trust And Privacy

Understanding what customers want and meeting those expectations is crucial during the holiday season. A recent survey of consumers found that what they crave most during holiday shopping are seamless experiences, privacy and trust. Nearly 80% of respondents are concerned about their online privacy and find it creepy when brands know personal information they haven’t shared. The Digital Satisfaction Index survey also found that 63% of U.S. shoppers do all of their holiday shopping online. However, 40% of shoppers age 35 and above prefer to shop both in store and online. That number drops to 25% for consumers age 18-34.

Online shopping is huge during the holidays, and companies that can capitalize with a seamless web experience can find great success. This survey shows that customers appreciate the convenience of shopping online, but they don’t want to put their personal information at risk. Showing trust throughout the entire online shopping process can help brands connect with customers and deliver a secure experience.

Amazon Tests Cheap Warehouses For Holiday Delivery

Amazon has invested billions of dollars in its order fulfillment and delivery processes to get items to customers quickly and accurately. This year, the e-commerce giant is also testing cheaper warehouses closer to its fulfillment centers. Amazon Storage and Replenishment allows marketplace merchants to hold their inventory in cheap warehouses so that items can easily be replenished without taking away precious real estate in the actual fulfillment centers. During the rest of year, Amazon shares its warehouse space with marketplace vendors that sell on the site, but it can lead to crowding that slows order fulfillment. Amazon is testing the cheaper satellite storage facilities near its fulfillment center in California and could expand them if the test is successful.

Customers want their online orders quickly and have come to expect their items to be on their doorsteps within just a few days. Companies need to innovate and invest to ensure orders are fulfilled and delivered quickly. The interesting thing about Amazon’s example is that for the huge amount of money Amazon has spent on creating smart warehouses, its best breakthrough could be as simple as expanding to bigger, less expensive warehouses.

Blockbuster Video Pop-Up Shop Opens In New York

Nostalgia for the 90s may have just hit a new high. A pop-up shop celebrating Blockbuster Video is open for the holiday season in New York City. In partnership with clothing company Dumbgood, the store sells Blockbuster-inspired clothing and accessories and allows customers to take a step back in time. The store doesn’t actually allow customers to rent videos. Instead, its goal is to sell fun products that help customers remember a different decade and show their originality.

A number of online stores are moving into brick-and-mortar with pop-up shops this season. This limited-run stores allow customers to see items in person and get them instantly without having to wait for shipping. The Blockbuster store also taps into the 90s nostalgia trend, which is huge with modern customers. This example shows that understanding what customers want and providing it in a unique way is a great chance for companies to connect with customers and offer a unique experience.

Customers want privacy and convenience, but they also want a shareable, unique experience. Understanding what customers want and staying ahead of new offerings and trends can help companies succeed in the holidays and beyond.

Share this post