shoppers surveyed in 25 countries, including over 1000 in Canada.
buy products online weekly or monthly.
of Millennials agree that their mobile phone will become their main purchase tool.
of Millennials say that reading reviews, comments and feedback on social media influence their online shopping habits.
New technologies continue to shape customer demands and retailers are hard-pressed to keep up with this evolving culture. Canadian shoppers are already thinking and shopping in omni-channel dimensions, and so retailers are looking to change their model into a personalized approach to better meet ongoing expectations and, ultimately, enhance the customer experience.
We hope the insights highlighted in this year’s report help you to figure out where to start on your Total Retail journey.
Carmen, Millennial shopper
Almost 40% of consumers under the age of 34 say that interactions with their favourite brands through social media have driven them to respect and value those brands more.
Retailers should aim to interact with and influence customers on their terms by using the power of social media and providing an engaging community. Customers want a seamless experience that recognizes them across channels. They’re looking for a platform that builds loyalty, rewards them for being involved with their favourite brands.
of Canadian millennials are likely to buy online from an out-of-country retailer over the next 12 months because they can get better prices.
We may live in the age of value—but price is still king. Ensuring offerings fit within the needs and lifestyles of customers can be critical to developing long-term sustainability. Customers expect individual attention—tailored products and services and personalized messaging, interactions and promotions.
of millennials buy online monthly.
Canadian consumers are far ahead of retailers when it comes to how they approach the shopping experience. Their shopping journeys cross many channels—in-store, online and mobile—on the way to making a purchase. Retailers can no longer think about each channel separately.
of Canadian consumers said that having a paid-return label provided with shipment was the most important return option for them.
To meet customer demands for personalization while remaining efficient, retailers might want to adjust their current organizational structure by building new capabilities, upgrading technologies and creating links between what may have been previously siloed channels.
Find out how to turn these insights into actions