Key Insights
Essential data points from our research
59% of consumers say being able to feel, touch, and try products is a key benefit of shopping in-store
In-store displays such as end-caps result in a 20% increase in sales for products features
64% of shoppers say they make impulse purchases when attending physical stores compared to 47% online
Global e-commerce sales are expected to reach $6.3 trillion by 2024
The average cart abandonment rate across all industries is approximately 70%
49% of consumers use mobile phones to compare pricing while shopping remotely
Companies with omnichannel customer engagement strategies retain on average 89% of their customers
73% of retail consumers use multiple channels during their shopping journey
67% of shoppers check the return policy before buying, highlighting the need for seamless cross-channel returns
80% of consumers are more likely to purchase from a brand that provides personalized experiences
91% of consumers are more likely to shop with brands who recognize, remember, and provide relevant offers
72% of consumers say they only engage with messaging that is customized to their specific interests
54% of social browsers use social media to research products
71% of consumers are more likely to make a purchase based on a social media reference
49% of consumers rely on influencer recommendations on social media to decide what to purchase
E-commerce & Mobile
- 1Global e-commerce sales are expected to reach $6.3 trillion by 2024
- 2The average cart abandonment rate across all industries is approximately 70%
- 349% of consumers use mobile phones to compare pricing while shopping remotely
- 4Mobile commerce sales are projected to account for 44% of retail e-commerce sales in the US by 2025
- 557% of customers will not recommend a business with a poorly designed website on mobile
- 6Free shipping is the most important factor for 62% of online shoppers
- 753% of mobile visits are abandoned if a site takes longer than 3 seconds to load
- 879% of shoppers who are dissatisfied with website performance are less likely to buy from the same site again
- 945% of US e-commerce sales are attributable to Amazon
- 1028% of US shoppers use a mobile phone to buy groceries online
- 11Voice shopping is expected to rise to $40 billion in major economies
- 12Digital wallets like Apple Pay and Google Pay account for 49% of global e-commerce transaction volume
- 1367% of consumers have downloaded a retailer app
- 14AR experiences in e-commerce can increase conversion rates by 94%
- 1573% of consumers say they will switch from a poorly designed mobile site to a mobile site that makes purchasing easier
- 16Subscription e-commerce has grown by more than 100% year-over-year
- 17Chatbots handle 69% of chats from start to finish in the e-commerce sector
- 1838% of online shoppers will leave a website if the layout content is unattractive
- 19Search is the top source of traffic to ecommerce sites at 40%
- 2058% of consumers stop doing business with a company because of poor customer service online
Interpretation
Global e-commerce is barreling toward $6.3 trillion while Amazon grabs roughly 45% of U.S. sales, so retailers who skimp on fast, attractive mobile experiences, free shipping, modern payments, apps, AR, voice, subscriptions and chatbots will be punished—and customers will vote with their thumbs faster than you can say checkout, with about 70% of carts abandoned, 53% of mobile visits lost after three seconds, 62% demanding free shipping, nearly half comparing prices on their phones, and large shares refusing to recommend or return after poor mobile sites or service.
In-Store Experience
- 159% of consumers say being able to feel, touch, and try products is a key benefit of shopping in-store
- 2In-store displays such as end-caps result in a 20% increase in sales for products features
- 364% of shoppers say they make impulse purchases when attending physical stores compared to 47% online
- 472% of consumers say that friendly and knowledgeable staff are crucial for a positive in-store experience
- 580% of shoppers will abandon a physical store if the checkout line is too long
- 630% of grocery shoppers have switched brands because of in-store promotions or coupons
- 770% of purchase decisions are made in-store at the point of shelf
- 8In-store music can increase time spent in a shop by 12%
- 995% of retail sales still happen in physical locations for fast-moving consumer goods (FMCG)
- 1060% of shoppers use their smartphones inside a store to look up product information
- 11Packaging design influences the purchase decision of 72% of American consumers
- 12Digital signage in stores captures 400% more views than static displays
- 1340% of shoppers spend more money than planned when shopping in a brick-and-mortar store
- 14The average time a consumer looks at a package on a shelf is between 3 and 7 seconds
- 1585% of consumers like to shop in stores because they like to take the product home immediately
- 16Consumers are 2.5 times more likely to switch brands when products are out of stock on the shelf
- 1755% of consumers value self-checkout options in physical retail locations
- 18Store layout influences 50% of customer pathing behavior
- 1933% of consumers prefer to visit a store to check physical inventory availability
- 20Interactive kiosks in-store can boost total tickets by 15-30%
Interpretation
In short, brick-and-mortar still rules: 95% of FMCG sales happen in-store because shoppers crave touch-and-take experiences, make 70% of purchase decisions at the shelf in just 3 to 7 seconds and are far more impulsive in-store, so brands that combine standout packaging and end-cap displays that lift sales by 20 percent, digital signage that captures 400 percent more views, friendly staff, music, speedy or self-checkout and mobile-enabled kiosks can turn quick glances into bigger baskets while avoiding the costly fallout of long lines and stock-outs, which make consumers 2.5 times more likely to switch brands.
Omnichannel & Phygital
- 1Companies with omnichannel customer engagement strategies retain on average 89% of their customers
- 273% of retail consumers use multiple channels during their shopping journey
- 367% of shoppers check the return policy before buying, highlighting the need for seamless cross-channel returns
- 4Buy Online, Pick Up In-Store (BOPIS) sales grew 259% year-over-year during the pandemic
- 550% of shoppers say they use BOPIS to avoid shipping fees
- 6Omnichannel shoppers have a 30% higher lifetime value than those who shop using only one channel
- 760% of consumers expect a consistent experience when interacting with brands across any channel
- 856% of shoppers have used their mobile device to research a product while in a physical store (ROPO - Research Online, Purchase Offline)
- 987% of retailers agree that an omnichannel strategy is critical to their business success
- 1040% of consumers say disjointed experiences across channels will stop them from buying
- 11Shoppers who buy online and pick up in store buy additional items 45% of the time
- 1290% of customers expect consistent interactions across channels
- 1354% of consumers are likely to look at a product online and buy in-store
- 14Brands that improve their omnichannel experience see a 10% year-on-year growth
- 1547% of shoppers say that the option to return in-store an item bought online is important to them
- 16Customers who engage with brands on 4+ channels spend 9% more in store
- 17Google Maps searches for "shopping near me" have grown over 100% globally year over year
- 1837% of customers expect to be able to contact the same customer service representative regardless of which channel they use
- 19Retailers offering extensive omnichannel options generate 15-30% more revenue
- 2075% of consumers are more likely to buy from a retailer that recognizes them across all channels
Interpretation
With BOPIS surging 259% and omnichannel shoppers delivering 30% higher lifetime value, the message is bluntly clear: stitch online, mobile and in‑store into one seamless, recognizable journey with easy cross‑channel returns and pickup options, because customers who feel known and experience consistency spend more and stay loyal while fragmented experiences will cost you sales.
Personalization & Loyalty
- 180% of consumers are more likely to purchase from a brand that provides personalized experiences
- 291% of consumers are more likely to shop with brands who recognize, remember, and provide relevant offers
- 372% of consumers say they only engage with messaging that is customized to their specific interests
- 4Companies that excel at personalization generate 40% more revenue from those activities than average players
- 563% of consumers will stop buying from brands that use poor personalization tactics
- 670% of consumers say a company’s understanding of their personal needs influences their loyalty
- 7Loyal customers spend 67% more than new ones
- 875% of consumers say they favor companies that offer rewards programs
- 9Personalized emails deliver 6x higher transaction rates
- 1052% of consumers would share personal data in exchange for product recommendations
- 11Increasing customer retention rates by 5% increases profits by 25% to 95%
- 1287% of shoppers want a loyalty experience that is more than just collecting points
- 1336% of consumers express an interest in purchasing personalized products or services
- 1479% of consumers say loyalty programs make them more likely to continue doing business with brands
- 15Segmented and personalized campaigns can drive a 760% increase in email revenue
- 1648% of consumers have left a website without purchasing because they felt it was poorly curated for them
- 17Top-performing loyalty programs can boost revenue from customers who redeem points by 15-25%
- 1883% of consumers are willing to share their data to enable a personalized experience
- 1993% of companies see an uplift in conversion rates from personalization
- 20Repeat customers have a 60-70% chance of converting, compared to 5-20% for new leads
Interpretation
Taken together, these stats say it plainly: personalization is the new table stakes; get to know customers like a favorite barista and they'll spend and return more, but ignore that fact and poorly personalized experiences will send them straight out the door.
Social & Influencer
- 154% of social browsers use social media to research products
- 271% of consumers are more likely to make a purchase based on a social media reference
- 349% of consumers rely on influencer recommendations on social media to decide what to purchase
- 4User-generated content (UGC) results in 29% higher web conversions than campaigns without it
- 593% of consumers say online reviews impact their purchasing decisions
- 6Social commerce sales in the US are estimated to reach $79.6 billion by 2025
- 761% of consumers trust influencer recommendations more than branded content
- 887% of e-commerce shoppers believe social media helps them make a shopping decision
- 980% of Gen Z consumers have purchased a product they saw on social media
- 10Video content on social media generates 1200% more shares than text and image combined
- 1160% of people say they discover new products on Instagram
- 12Brands that use user-generated content on their websites see a 20% increase in return visitors
- 1344% of people use Instagram to shop weekly
- 14Threads and posts with photos get 53% more likes and 104% more comments, driving engagement for brands
- 1584% of people say that they’ve been convinced to buy a product or service by watching a brand’s video
- 16Pinterest shoppers have 85% larger basket sizes than shoppers on other platforms
- 17The average engagement rate for micro-influencers is 3.86%, compared to 1.21% for mega-influencers
- 1830% of online shoppers say they would be likely to buy from a social media network like Facebook or Instagram
- 19Products with at least five reviews are 270% more likely to be purchased than those with no reviews
- 2028% of consumers engage with a brand on social media because they want to receive a discount or coupon
Interpretation
Social media is now the discovery aisle, product lab and checkout desk all in one: 54% of browsers use it to research products, 71% are more likely to buy after a social reference, 49% rely on influencers, user-generated content lifts conversions 29%, products with at least five reviews are 270% more likely to sell, video massively amplifies sharing and persuasion, and with social commerce headed toward $79.6 billion by 2025 brands that ignore reviews, UGC, influencers and video are literally leaving customers and revenue on the table.
