The US Bureau of Labor Statistics survey estimates that online shopping during COVID-19 accounts for $158 billion in sales that would otherwise have taken place in physical retail stores.
According to Salesforce’s State of the Connected Customer report:
- Customers turn up to 9 channels on average while exploring product options and making purchases
- 76% of customers prefer different channels depending on their requirements
- It is crucial for online retailers to invest in offering an omnichannel experience to their customers.
As e-commerce brands gear up to meet this vastly increased demand in 2021 and beyond, the one competitive edge that needs to sharpen is CX. Here are a few trends that e-commerce leaders need to pay special attention to in the years ahead.
Originally Published Here