it’s never too early to start thinking about Christmas shopping, is it? Especially if you’re a retailer.
At least that’s what the research team at Voxware was thinking as they asked consumers about their online shopping plans for the holidays in the midst of our current pandemic.
If there’s anything we’ve learned in the past few months, it’s that the customer purchase journey has shifted dramatically, and retailers and online sellers had best be ready to respond or lose sales.
That means inventory and logistics plans need to be locked in place now despite the current coronavirus crisis and whatever else may be on the horizon.
Consumer online shopping expectations high
The survey of US shoppers found them ready to shop early and spend more online:
- 51% of respondents expect to start holiday shopping earlier than normal this year
- 57% plan to have more gifts shipped directly to recipients than last year
- 76% intend to purchase more than half of their gifts online
- 62% plan to purchase more stocking stuffers and last-minute gifts online.
If you have the potential for a second wave of coronavirus cases with another possible stampede to buy essential products online, there is a perfect inventory and shipping storm brewing for online sellers.
“Those who oversee distribution operations are going to have to think differently this year to meet consumer expectations,” said Keith Phillips, President and CEO of Voxware. “Automation will be critical and companies that have not taken the initiative to optimize their distribution centers will struggle to deliver a flawless customer experience.”
Pick, pack & pivot will be key
Phillips said retailers will be challenged to ship multiple items within single orders to multiple addresses, picking and packing during the busiest time of year. COVID-driven behaviors need rethinking on how to optimize item selection, order sorting, label printing, packing order confirmation forms, and boxing – not to mention how to handle a potential jump in gift wrapping services.
“While the holiday season is always an important time of year for every retailer, this year the magnitude is more critical than ever. For many retailers, survival will rely on a successful 2020 holiday season due to the tremendous slowdown retailers faced during the pandemic,” he said. “In Voxware’s previous holiday survey, 31% of respondents said they would avoid shopping with a retailer ever again if any aspect of their holiday order was botched. No retailer can afford that type of mistake this year.”
Voxware will be helping retail logistics and distribution teams with cloud-based solutions to meet the expected surge and manage costs during the online holiday shopping season.
The remaining question is whether retailers and other online resellers will be able to cope with the volume and changing delivery demands whether there is a pandemic still going on or not.
You can read more of the Voxware holiday online shopping plans survey results here.
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