Profound changes to the retail and eCommerce industries are redefining consumers’ attitudes and expectations with respect to brands. As our 2015 and 2016 eCommerce Packaging studies indicated, understanding what consumers want out of the fulfillment experience can inform customer retention strategies.
The results of our 2017 eCommerce Study, The Evolution of Commerce: Omnichannel and The New Retail Customer, highlights other important, evolving consumer expectations. Today’s consumers want better, faster services that prioritize speed, quality, affordability and future purchase incentives. These consumers are also looking for an experience that facilitates simplicity and convenience throughout the purchasing process.One thing is for certain: The demand for an omnichannel experience is here to stay. But, what does this mean for brands looking to connect and forge lasting relationships with their customers?