During the 2017 holiday shopping season, retailers saw a 5.5 percent increase in sales from the previous year. Now that the holiday crush has come and gone, most executives are busy celebrating a huge jump over the prior year, and consumers are still dizzy from another whirlwind shopping season with delayed shipments and missing packages.
The battle for the relevance and convenience that keeps customers coming through the physical or proverbial door didn't pause for Christmas dinner. In an even less certain 2018, retailers must reflect and recalibrate quickly to succeed.
The Logistics and Shipping Headache Will Only Get Worse in 2018
This past holiday season, a majority of consumers spent up to 15 hours shopping for gifts. And despite the fact that they’ve spent tons of time with their favorite retailers instead of their favorite family members, there are still major mishaps that retailers have been unable to fix.
While online and mobile shopping boast to be the solution to avoiding overcrowded stores, a third of shoppers still reported paying extra for shipping and ultimately not receiving their gifts on time. This year, many retailers tried to solve this issue by setting shipping deadlines earlier, but with delays from the likes of UPS as early as Black Friday, even bumping up deadlines wasn’t enough to guarantee delivery by the holiday. Thirty-five percent of shoppers reported placing their orders by the deadline, yet they still didn't receive their gift in time, which seems pretty unbelievable when we’ve figured out tech solutions for everything from personal shoppers and chatbots to checkout kiosks.