To truly be successful and deliver great customer experiences, retailers have to understand the buying habits of their customers.
The Canadian Consumer Insights 2020 Report, from PwC, shares some great insights into consumer preferences.
Despite the increase in online retail sales, Canadians have yet to fully embrace online grocery services. The report shared that out of the individuals who are currently buying groceries online, just about half of them expect to continue to do so once the restrictions are lifted.
What’s more surprising? 30% of those surveyed shared that they’ll use online grocery services less.
Additionally, those surveyed also said that they had a poor experience with online grocery delivery services during the pandemic. Just 7% of individuals agreed that shopping for groceries online was easier!
Why is this so?
The main reason is that some e-commerce solutions, being deployed in Canada today, still need work. The focus has to be on addressing customer pain points and understanding their expectations.
This is particularly relevant when it comes to younger customers.
Younger customers, for instance, expect the grocery delivery times to be shorter and want the groceries to arrive faster. 68% of Gen Z respondents shared that they would like to receive their purchases within 24 hours of placing the order.
What should you do?
This only heightens the need for grocery retailers to accelerate their response to meet the changing requirements of the customers.
Here are some recommendations:
The way forward
As everything is moving online – your e-commerce solutions need to be easy to navigate and meet the requirements of your customers.
In addition to enhancing your web-based e-commerce platforms, also look at optimizing your mobile applications.
At Storesupport, we can not only help you optimize your e-commerce solutions but also help develop fulfillment options that work for you and your customers.
Additionally, with a field team of more than 500 people across Canada, we can also support in-store. Learn more about our ADAPT-able in-store and online merchandising solutions today. Call 1-877-421-5081 or visit www.storesupport.ca.« Back to Blog