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Thanksgiving Signals That Holiday Is Kicking Off In Earnest — With A 2020 Twist

Fiona Swerdlow 2 days ago
Thanksgiving and Black Friday are upon us, so we asked consumers how they’re thinking about holiday shopping. Among US online consumers we surveyed in early November, we found that: Holiday offers are out there — even if not all consumers are ready. Close to half (45%) of US online adults we surveyed hadn’t started thinking […]
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Blog

Marketing For A Healthy Holiday Season

Shar VanBoskirk 3 days ago
Consumer marketing leaders have a tall order every holiday season: to drive 30% of their firm’s annual sales. This year, their task also includes making up for sales lost due to COVID-19 shutdowns and shut-ins, while limiting in-person crowds. I, along with my colleagues Jay Pattisall, Julie Ask, Jim Nail, Tina Moffett, Sucharita Mulpuru, and […]
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Blog

PlayStation 5 Launch Sends The UK Digital Customer Experience Back In Time

Michelle Beeson November 19, 2020
2020 leaves another sting in its tail for UK retailers today, among them Currys PC World, John Lewis, and Very.com (even Amazon had some trouble). After navigating the unexpected (and unprecedented) peaks and troughs of digital demand during 2020 pandemic lockdowns, it’s the planned launch of the PlayStation 5 that has managed to crash the […]
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Blog

Bots Kept Jeff From Buying A PS5, And Sandy Had To Hear About It

Sandy Carielli November 18, 2020
It’s not that I’m not a gamer. I enjoy board games and card games: Trivial Pursuit, Settlers of Catan, SET, Hive. I’m up to level 3056 in Two Dots. As a kid, I played Super Mario Land on my brother’s Game Boy and Sonic the Hedgehog on the family Sega Genesis. But I’ve never been […]
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Blog

2020 US Online Holiday Sales — Online Holiday Sales Will Reach Historic Levels Despite Uncertainty From COVID-19

Viraj D'Costa November 18, 2020
US online holiday sales in 2020 will total a historic $173 billion as pandemic conditions lead more consumers to shop primarily or exclusively online. Learn more.
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Blog

Empathy Is The Best Gift You Can Give Your Loyal Customers This Holiday Season

Emily Collins November 12, 2020
Loyalty marketers need to communicate with and get to know their new members in quick, digestible, innovative ways this holiday season. Empathy is key.
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Blog

Online Grocery Investments: Going In Fits And Starts

Sucharita Kodali November 10, 2020
There were three interesting grocery developments in the last few days, all pandemic related and all reflective of the fact that digital transformation in grocery is still a work in progress and hardly a home run: Nestlé bought Freshly. This was probably the most predictable in that we’ve seen many big traditional companies buy startups […]
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Blog

Black Friday “All Season Long”? Expect The Bots To Follow Suit

Sandy Carielli November 5, 2020
I was scouring some of the Black Friday ads this week, and the trend seems to be less “Black Friday” than “Black November and probably most of December, too.” Best Buy is touting, “Black Friday all season long.” Target offers weekly “Black Friday Now” deals. Walmart? “Black Friday Deals for Days!” None of this is […]
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Blog

Give Customers The Gift Of Convenience This Holiday Season

Ryan Skinner November 4, 2020
This holiday season, many consumers will be forgoing big family dinners and exotic holiday markets and instead playing host to unwelcome guests like worry (for their health) and anxiety (for their finances). This holiday season, everyone just needs a break. Marketers can help consumers make the best of their holidays by making their lives a […]
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Blog

What To Expect On Singles’ Day 2020

Xiaofeng Wang November 2, 2020
We’re approaching the 11th anniversary of Double 11 (aka Singles’ Day), the largest shopping festival in the world. We expect that: It will be the longest and most complex Double 11 ever. Brands and retailers are eager to recover from the impact of COVID-19 and will double down on their investment in Double 11 to […]
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Blog

What Do Your Customers Want For The Holidays? Confidence

Andrew Hogan October 29, 2020
Now’s the time to make sure your customers understand whether they’ve found the right product on your site or app, know when they’ll receive their item in time, and know how to easily return the item if it isn’t quite right.
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Research Collection

Retailers Must Adjust Their Marketing And CX Spending In The Wake Of COVID-19

Rick Parrish October 28, 2020
Retailers: Make Spending Changes In Five Categories Post-COVID-19 The business effects of the COVID-19 pandemic will be with us for years. However, the consequences of the pandemic are not identical for all companies. Different industries and firms face disparate consumer trends, resource availability, and revenue potential during the pandemic and its aftermath. As a result, […]
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Blog

eTail Nordic Panel: Impact Of The Pandemic On Nordic Retailers

Michelle Beeson October 27, 2020
From store closures forcing consumers online to shifts in consumer spending and purchasing habits, retailers continue to manage the impact of the pandemic. Yet when it comes to strategic objectives, COVID has only accelerated the need to execute what they had planned.
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Blog

This Holiday Season, Delight Customers With What Happens After They Click “Buy”

Emily Pfeiffer October 26, 2020
On Dasher, on Dancer, on Prancer, on Vixen . . . on FedEx, on UPS, on DHL, on USPS? There is no online equivalent to walking out of the store just after the moment of purchase, carrying a loved one’s holiday gift. This year, Deloitte foresees US brick-and-mortar sales increasing year over year between just […]
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Blog

How Luxury Brands Must Close The Digital Gap

Michelle Beeson October 23, 2020
Back in the summer of 2017, we warned that luxury brands were out of time to improve their digital customer experiences. Since then, luxury brands have moved from relative inertia to a range of activities, from technology upgrades to partnerships and acquisitions. But the 2020 pandemic has shaken luxury brands to their core. Nonessential store […]
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Blog

What Were Other Retailers Up To This Prime Day?

Sucharita Kodali October 22, 2020
Since 2015, Amazon has hosted its annual summer sale, Prime Day, an exclusive deal event for its Prime members. In 2019, shoppers purchased more than 175 million items during the event, and its sales surpassed the prior year’s Black Friday and Cyber Monday sales combined. For this year, due to COVID-19, Amazon’s highly anticipated event […]
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Blog

Take A Chance On Your Holiday Podcasts

Collin Colburn October 21, 2020
Marketers are itching to get close to consumers in time for a holiday spending surge. This season, we think marketers should take the opportunity to be bold (at work) with their podcasting efforts. We know lots of retailers and brands — from Sephora to Blue Apron to Shopify — have their own podcasts. And even […]
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Blog

Predictions 2021: Retailers, Brand Manufacturers, And Mall Operators

Sucharita Kodali October 20, 2020
In the wake of the pandemic's deluge of disruption, retailers, brand manufacturers, and ecosystem players such as mall operators are entirely rethinking their businesses, heralding much change ahead. Read what we predict for retail in 2021.
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Blog

Holiday 2020: India’s Festive Season Will Generate $6.5 Billion In Online Sales

Satish Meena October 15, 2020
Online retailers in India are expected to generate about $6.5 billion in sales during this year’s festive month (October 15 to November 15), with around 55–60 million online buyers participating (see Figure 1). About 75% of these sales will occur from October 15 to October 21, the period in which Flipkart will hold its Big Billion […]
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Blog

Holiday 2020 Kicks Off

Fiona Swerdlow October 14, 2020
It’s Amazon Prime Day and Big Billion Days week — a fitting time to kick off Holiday 2020 and Forrester’s annual holiday prep blog series. In the coming weeks, watch for Forrester analyst expert insights about everything from marketing, podcast advertising, and smart post-purchase notifications to US holiday forecast scenarios, “11/11” event analysis, thwarting “grinchy” […]
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