20211117-科尔尼-Holiday_Shopping_2018_How_retailers_can_capitalize_on_last_year_s_lessons_3页_476kb

报告摘要

2017 holiday shopping experiences led to widespread dissatisfaction among consumers, with common issues including long lines (84% of shoppers), aggressive crowds (67%), out-of-stock items (67%), and poor service (57%).
As a result, over 60% of shoppers reported changing their shopping locations in 2018, primarily due to frustration with last year's problems, making customer retention a key challenge for retailers.

More than half (45%) plan to shop earlier in 2018 to avoid the holiday rush, while 40% intend to purchase from different retailers (both online and in-store).
Twenty-three percent will shift primary shopping to online or mobile platforms due to negative experiences, and only 14% will increase in-store spending.

Labor shortages remain a significant issue, with retailers hiring about 10% more workers than in 2017, but facing difficulties in recruitment due to competitive wages and incentives.
Supply chain inefficiencies contribute to stock issues, and consumers are also reporting problems with online deliveries.
Despite efforts, retailers with poor management may see increased customer attrition, as consumer tolerance for delays and poor experiences has decreased.

Invest in automation and supply chain improvements to handle labor shortages, such as expanding self-checkout options and inventory monitoring systems.
Enhance online and in-store services to meet rising expectations, including faster delivery options and seamless omnichannel experiences.
Proactive hiring and workforce management can mitigate crowd and stock issues, but retailers must address these early to capitalize on the expected increase in holiday spending.

2018 holiday sales are projected to be strong, but retailers risking customer dissatisfaction by not adapting to post-2017 demands could face significant losses, emphasizing the need for efficient operations and superior service.

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