With most holiday shopping taking place online, consumer expectations and demand for seamless, easy shopping experiences and on-time deliveries are high.
NEW YORK – November 12, 2020 – Loqate, a GBG solution, today announced the results of a study revealing shifts in consumer behavior, increased concerns and the elevated role of on-time delivery this holiday season. It’s no secret that the pandemic has led to a shift from in-person to online commerce. Seventy-three percent of American consumers, many of whom are digital newcomers, plan to do their holiday shopping online, and 26 percent plan to ship gifts directly from retailers to friends and family. Combined with 88 percent of consumers expressing concern over packages arriving late, these shifts put retailers under mounting pressure to make this holiday season a success.
Among the many impacts COVID-19 is having on this holiday season, Loqate’s 2020 holiday survey of 1,200 American consumers revealed:
“With high consumer expectations, a surge in online shopping and more shoppers planning to ship gifts directly to recipients, retailers that minimize checkout friction and deliver a seamless experience from cart to delivery have an opportunity to increase revenue and build customer loyalty,” said Matthew Furneaux, director of Location Intelligence at Loqate. “Address verification plays a critical role in the digital shopping experience. The right solution can decrease shopper input by as much as 78 percent, ensuring accurate customer data, increasing online conversion rates, reducing failed deliveries and improving the customer experience. It’s a win-win.”
For most consumers, filling out shipping and billing address fields, particularly on mobile devices, is the most cumbersome part of digital shopping. With address verification technology, retailers can perfect their online checkouts, minimizing friction by reducing form fields, creating a positive customer experience and improving delivery success rates this holiday season. With consumers sending more gifts direct to their recipients, having the right technology in place will help retailers build trust and ensure accurate, on-time deliveries to customers and their loved ones worldwide.
Loqate is the world’s most trusted location intelligence service, helping every business in the world reach every customer in the world, with a single global API for address verification. Over 15,000 businesses rely on Loqate every day, including Nordstrom, IBM, Ralph Lauren, Sephora, and Kohl’s to reach their customers across 245 countries and territories. Loqate is a GBG solution. Headquartered in the UK and with people in 16 countries, GBG is a global identity data intelligence specialist, with solutions across location, identity and fraud. For more information, visit: www.loqate.com and www.gbgplc.com
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