What do consumers look for in businesses?

This Christmas, purchases will be omnichannel, that is, the consumer will seek to buy gifts for both in a physical store and online, since economic activity has already been reactivated.

Given this, the consumer has a wish list for the shops, which will allow them to get the best gift, arrive on time and have a good experience.

According to a study by Oracle Retail, 49% of people plan to shop primarily in stores and 24% both in stores and online.

enough stock

Having enough stock, both online and in a physical store, is essential to provide a good shopping experience, as 19% of consumers say that items out of stock would be a bad experience.

As a result, businesses need to provide an infinite aisle experience, which means helping the in-store customer find an item online and having it delivered to their home or providing online shoppers with an accurate view of item availability. product at your nearest physical location.

“If we want to maintain loyalty, all interactions must end with the customer getting the product they want in time for the holidays,” said Pablo Verrastro, director of Retail Application Sales for Oracle Latin America.

Fast and guaranteed deliveries

The delivery promise and its speed become more relevant, because many consumers will buy the gift for a specific date: Christmas, posadas or family reunions and the one that arrives on time is a key element to make the purchase.

The study indicates that for 53% of people the speed of delivery is decisive in opting for one seller or another, in fact 68% would be willing to pay more for an accelerated or guaranteed delivery.

Likewise, deliveries to is the preferred method, as 46% of those surveyed say, only 25% choose to choose the packages at pick-up points and 21% in stores.

Regarding the delivery time, 13% expect it to be the same day they make the purchase, 42% expect it to be between one or two days after the order is placed and 30% expect the delivery to be made within three to five days.

Right price

Shoppers are spending more time searching for the best deal and are considering payment plans to purchase items on their gift lists, because 29% of people are worried about not having the money they’d like to spend on holiday shopping due to rising prices for basic goods and 34% worry that the gifts they want to buy will be more expensive this year.

The study highlights that 69% of consumers affirm that they will look for more offers and discounts, likewise 75% will compare prices more online and in stores and 70% will try to buy more in discount stores.

Facilitate the return process

Making the return process easier is one of the points in which the consumer pays attention, it can even be decisive for making the purchase, because people are buying as a gift and if the product is not adequate, due to measures and sizes, makes devotion or change is essential.

More than half of consumers said they plan to return some gifts this year, and 68% say they would return half of them. To do so, they choose to take their returns to the store.

Regarding the return period, the most frequent is a week, as 44% of Mexican consumers say and 33% say it is a month.