E-Retail expenditure will surge to £56.7bn by 2019. However, major changes to the online customer decision journey are resulting in divergence in the market. Utilise additional data on social media, PUDO, click & collect, returns and the customer shopping journey to help understand the future of e-retail and where opportunities lie over the next five years.
Gain an understanding of the impact of click & collect, PUDO and returns to effectively target investment
Use the data, forecasts to 2019, and insight on the online sector to help form an effective growth strategy
Use consumer data to understand customer profiles and identify where the underpenetrated sectors are
Identify the threats as well as the opportunities to grow business in this channel by looking at the key issues
Take advantage of new technologies to improve your multichannel offer and enhance the shopper experience
While online growth from 2014e to 2019e is set to be slower than that of the previous five years, expenditure is increasing significantly faster than total retail. This will result in online spend as a proportion of total retail growing from just 7.1% in 2009 to 15.7% in 2019e, and we expect this to continue to grow.
Customers at the 10 most used shopping websites all pointed to the pre-purchase shopping experience being the biggest factor encouraging them to shop with that retailer again. At a total market level, 54.3% of shoppers pointed to the pre-purchase experience being key, compared to just 41.8% citing the post-purchase experience.
The forecast 81.9% growth in the click & collect market means that, in the five years to 2019, it will outperform the total online market by 36.4 percentage points. This growth partly reflects the greater number of retailers that will start offering this service, enabling them to make their offer more convenient for customers.
Reasons To Buy
How is click & collect impacting on the online model and how can I my business take advantage of this?
Which customers present the most opportunities for growth going forward and what sectors will outperform/underperform?
What are the factors that will impede or maximise future growth opportunities online?