Hold On!

Hold Up

Please select a minimum of three sectors in the menu above.

Got It
SHOPPING 2020

Customer Control

/ People will expect brands to adapt experiences to them

Featured Expert
Nicole Leinbach Reyhle

Nicole Leinbach Reyhle is the founder of Retail Minded and the co-founder of the Independent Retailer Conference.

Customers are defining retail more than they ever have before. In 2020, we’ll see the rise of consumerled commerce, wherein people are going to direct what shopping looks like based on their existing habits. Shoppers want brands to reduce the friction of getting from point A to point B. It means that technology is leading to a complete shake-up of buying habits.

For example, as people get more comfortable using voice assistants, they’ll not only buy using their voice but also research and browse. After noticing that people add items to their cart one by one over a few days when using voice, Walmart released an app for Google Home that’s designed to make it easy for people to add items to their basket as they run out. Social commerce through platforms such as Instagram will be even more important, with shoppers spending more money on these channels because that’s where they spend their spare time.

EXPLORE EXPERT OUTLOOK 2020

RELATED

  • Article image 2020 Expert Outlook on Shopping

    Why is the human touch still needed in stores? How are brick-and-mortar outlets championing sustainability? And what role will voice tech play in browsing and buying? In this part of the 2020 Expert Outlook, we speak to three experts about the factors affecting how we shop online and IRL.

  • Article image What makes online shoppers become ‘serial returners’?

    While most people consider the ability to return any purchase a consumer right, the rise of ‘serial returning’ is becoming a problem for many retailers. Canvas8 spoke to Dr. Jason Sit, a marketing lecturer at the University of Portsmouth, to understand the drivers behind this phenomenon.

  • Article image Treat yourself! The science of retail therapy

    Money can’t buy you happiness, but splashing out on a treat can sometimes be a perfect emotional pick-me-up. Canvas8 spoke to Dr. Satoko Suzuki, an associate professor at Hitotsubashi University, to discover how indulgent consumption can bring people joy and impact their overall wellbeing.

  • Article image How are young luxury shoppers buying online?

    Accustomed to rapid service and easily accessible products, Gen Yers and Zers are causing the luxury industry to bend to their e-commerce expectations. What do they want out of a high-end shopping experience? And how are haute couture brands grabbing the attention of these digital natives?