文档介绍：2018 CONSUMER TRENDS REPORT
Engaging the Informed Consumer
CONTENTS
The Tide is Turning 3
The Rise of Shopping Experiences 4
Researching and Buying 7
Content pletes the Purchase 9
The Changing Role of Personalization 11
Importance of Inventory Visibility and Fulfillment 13
The State of Buy Online Pickup In-Store 14
The New Role of Stores 15
Conclusion 17
Kibo - 2018 Consumer Trends Report © 2018 Kibo Software, Inc. 2
THE TIDE IS TURNING
Proliferating touchpoints and the meteoric rise of online-only merchants have forced the retail industry into a race to the bottom. Competition has been fierce to offer the lowest prices, the steepest discounts, and the fastest free shipping
often to the detriment of small and mid-sized merchants whose lower order volume can’t make up losses in margins.
But the Kibo 2018 Consumer Trends Survey suggests that the tide is turning. In a world where sales and discounts are ubiquitous year-round, shoppers are increasingly looking beyond price to distinguish what sets merchant apart. Among the offerings survey participants identified as crucial to today’s shopping experience:
Rich online content that incorporates peer reviews and early transparency into inventory and fulfillment options
Personalized experiences that factor in shoppers’ purchasing history and other past interactions with the brand
Store experiences that deliver optimal experiences for each shoppers’ needs, from concierge service to ultra-efficient curbside pickup
NEXT UP: THE RISE OF SHOPPING EXPERIENCES
© 2018 Kibo Software, Inc. 3
Kibo - 2018 Consumer Trends Report
THE RISE OF SHOPPING EXPERIENCES
New survey data gives hope to mid-sized retailers and branded manufacturers as pete for shoppers’ attention and loyalty. While price remains a primary upation, shoppers increasingly acknowledge the importance of stores as resources, and they give top marks to sellers whose online offerings serve as a hub of product and service content.
With Amazon and Wal