November 15, 2017 | The XM Blog

3 emerging holiday shopper trends retailers should know


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Holiday Shopper Trends

Think you know holiday shoppers? Well you might be surprised at what’s changing among shopping behaviors this year, according to insights gathered from data in our latest Holiday Benchmark Study.

See our infographic, Unboxing the Holiday Shopper, below for interesting details, such as:

Beyond Black Friday — Be prepared for spikes, but plan for an October-to-January holiday calendar. Retailer’s used to live or die by Black Friday and Cyber Monday numbers. While spending still spikes on those days, shoppers are increasingly taking a slow and steady pace. And don’t assume the spending calendar ends on December 24 either.

More hybrid channel usage — Expect customers to use all your channels — sometimes two at once. In-store/digital distinctions are dissolving: Many shoppers view your mobile app, desktop site, and store as interchangeable tools. Those omnichannel experiences help buyers research, purchase, ship, and pick up products, where and when it’s best for them.

Rethink generational assumptions — Don’t be fooled by stereotypes about who’s shopping where: Demographic and generational norms are not the whole story, as younger and older shoppers are often defying expectations.

Attending the NRF Big Show January 14-16 in New York City? Schedule a meeting with ForeSee for a personalized CX strategy planning briefing beyond the holidays. Our data can show you how a CX solution improves customer satisfaction and business agility, and can unlock new revenue streams.

Holiday Shopping Trends

About the Author

As a pioneer in customer experience analytics, Verint delivers superior technology and proven methodology to connect the customer experience to the bottom line. The result is better business for companies and a better experience for consumers.

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