Consumers, wary of shopping in stores due to COVID-19, are desperate for online product recommendations, judging by Lucidworks’ new study, titled “Survey Shows Shoppers Want Connected Experiences to Meet Their Needs at Every Moment.”
Of those polled, 61% subscribe to email and social media content of their favorite brands. And 50% prefer to see relevant items in those channels.
“A connected customer experience means that the email team can personalize recommendations based on the research a shopper did on the website and products they purchased on social media,” the study notes.
Moreover, 71% of shoppers always or often click on a post or ad on social media for relevant recommended products
Overall, 78% of shoppers interact with product suggestions, with 30% saying they always do and almost 50% saying they do so often. Even better, 62% say that they often (or always) buy recommended items they didn’t plan to buy.
That varies with age, with 63% of 18- to-34 year-olds and 67% of 35- to-54 year-olds always doing so.
After the click, here’s where shoppers usually interact with recommended products:
And consumers want these suggestions when shopping online:
The study also shows that 70% of U.S. consumers use chatbots often or at every visit, compared to only 40% in the UK.
These findings are relevant because 59% of consumers are avoiding or reducing in-person shopping during the pandemic.
As restrictions are lifted, shoppers plan to:
Here’s what they would like to see in brick-and-mortar storefronts as restrictions are lifted:
In the end, it comes down to this. Here’s what makes shoppers loyal to a brand:
Lucidworks surveyed 800 consumers in the UK and U.S. who shop online at least once per week.