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BizReport : Ecommerce archives : November 20, 2014

Studies: Shoppers want connection

Moxie Software has released a new study which indicates retailers may be missing out on online sales because they lack the personal touch. According to researchers nearly three-quarters (72%) of shoppers are looking to brands to give them product information and other content, and they want that content to be based on shoppers' on-site habits.

by Kristina Knight

According to Moxie's survey results shoppers want brands to 'proactively engage' with relevant content based on which website pages they've visited; video and live chat sessions are also increasingly important to this core base of shoppers. Other interesting findings include:

• 75% say they'll spend at least $200 online this year, 25% say they'll spend $500 or more online
• 20% say they'll shop more on mobile devices
• 33% of mobile shoppers say they'll spend $500 or more

"Brands can deliver consistent, digital customer engagement channels across devices to better support consumers on their online journey," said Rebecca Ward, Moxie president and CEO. "To increase conversion, companies can anticipate customers' needs and provide them the right engagement at the right time to help consumers accomplish what they are trying to do."

Meanwhile, retailers should know that a majority of Americans believe opening their physical stores on Thanksgiving Day is a no-no. That according to a Lab 42 poll which found 70% of shoppers believe retailers should close their stores on Thanksgiving; about half (53%) said opening on Thanksgiving made them leery that they would actually get good deals on Black Friday. Lab42's survey also indicated:

• 26% say they'll begin shopping between midnight and 3am Black Friday
• 23% said they'll shop on Thanksgiving Day
• 74% say they things they buy on Black Friday they wouldn't normally buy
• 38% say store openings on Black Friday should be after 6am
• 72% say they'll shop Cyber Monday

Image via Shutterstock

Tags: 2014 holiday shopping, ecommerce, Lab42, mcommerce, mobile marketing, Moxie, online shopping trends

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