The Future Shopper report 2020 brochure-3

Our new report seeks to identify trends in consumers' digital buying behaviours with the aim of helping to influence organisations' strategies to ensure they're ready for the consumer and the channels of the future.

Download the report now and find out:

  • How are consumers being conditioned?
  • How is COVID-19 influencing this?
  • What do consumers expect?
  • Which platforms do they use?
  • What drives their decision making?
  • What role do brands play?
  • What about marketplaces?
  • What about Amazon?

Inspiring the online journey

Amazon, search engines, and retail sites are high up the list when it comes to inspiration. Consumers' desire for ease and convenience means they want a fast sales process online. They are getting this by going straight to the likes of Amazon for inspiration.

Could COVID-19 contribute to Amazon becoming even more influential over inspiration as it continues to operate almost unchanged through the outbreak? 

We asked Where do you look for inspiration to buy products?

52%

Amazon

51%

Search engines

20%

Retailer sites

19%

Other Marketplaces

Owning the first digital mile

Amazon and the search engines have this initial stage of the online customer journey sewn up.

Retailers and brands must work harder to influence the purchase process and develop direct relationships with customers online.

We asked When buying online where do you start searching for your products?

63%

Amazon

48%

Search engines

33%

Retailer sites

25%

Other marketplaces

ARE ECO-CONSCIOUS COMPANIES SET TO CLEAN UP?

Sustainability and the environment are playing a bigger role in influencing consumer choices as younger, more socially conscious shoppers enter the market.

We asked Do consumers consider sustainability when they shop online?

71%

would like retailers and brands to offer better environmental practices

55%

considered a company’s ethics and morals when making purchasing decisions

46%

actively choosing companies that are more environmentally responsible

The all important purchase decision

Price is certainly important, but is it the "be all and end all"?

In this COVID-19 affected world will we see other factors increase in importance?

We asked What drives customers to transact online?

98%

Price

94%

Item in-stock

94%

Product description

93%

Product imagery

Direct-to-Consumer brands face challenges

Brands must offer better products and experience than their marketplace or retailer competition,  to encourage consumers to come direct. 

It also backs up the theory that brands must effectively operate across all channels via a balanced commerce strategy 

We asked What would encourage consumers to buy directly from brands' sites?

77%

Better prices

54%

Free delivery

32%

Fast/easy delivery

28%

Full product range

WACD - What Amazon Can't do

Amazon's rising dominance is a challenge. In these testing times brands and retailers should target Amazon's shortcomings.

Failure to act quickly could mean a simple customer acquisition exercise for Amazon. We are already seeing this in these COVID-19 impacted times.

We asked Why might a consumer choose another retailer over Amazon?

68%

Price

27%

Convenient delivery

23%

Better loyalty scheme

22%

Product range

Our Services

WUNDERMAN THOMPSON COMMERCE is a global eCommerce consultancy that offers strategic clarity, tech know-how and creative inspiration to help organizations deliver winning commerce capabilities across digital channels: marketplaces (including Amazon), online retail, D2C and social commerce.

SPEAK TO ONE OF OUR EXPERTS to find out more information about how we help our clients, and how we can help you win online.

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