Business
Five9 Consumer Report Reveals Anticipated 2021 Holiday Shopping Trends
Younger generations are more likely to shop in stores and be influenced by Black Friday promotions. Consumers in the UK and Germany are the least likely to
About this update from Five9, Inc.
[{"type":"text","content":"\nYounger generations are more likely to shop in stores and be influenced by Black Friday promotions.\n\nConsumers in the UK and Germany are the least likely to do their holiday shopping in stores, while those in Spain and Italy are most likely to do so.\n\nGive and you shall receive: Online shoppers are more likely to share positive customer experiences on social media than negative ones.\n\n SAN RAMON, Calif.--(BUSINESS WIRE)--\nFive9, Inc. (NASDAQ: FIVN), a leading provider of the intelligent cloud contact center, today announced the release of its 2021 Customer Service Index: Retail and eCommerce Edition, to help businesses anticipate consumer shopping trends ahead of the holiday season. The report reveals insights about pandemic-era eCommerce and end-of-the-year shopping, including how preferences diverge across age groups and geographies.\n\nFor example, the youngest group surveyed (18-29 year olds) is the most likely to shop in stores and wait for holiday sales to buy gifts. One in three 18-29 year olds begin their shopping on Black Friday, while the largest portion of overall survey respondents (31%) purchase gifts throughout the year as they see them on sale. This data suggests that the younger generation can be swayed by last-minute deals.\n\nShopping preferences also vary by region. COVID restrictions have undoubtedly impacted these results, with some countries imposing stronger restrictions than others.\n\nWhile the largest portion of overall consumers will do their holiday shopping both in store and online this year (30%), only 18% of UK respondents and 19% of German respondents plan to go to malls and stores to buy their gifts. On the other hand, 40% of consumers in Spain and 32% of consumers in Italy will buy all their gifts in stores and are more likely to be influenced by retail events and in-store incentives.\n\n“Understanding shopping preferences can help businesses proactively target buyers with specific campaigns around the holidays, particularly for retailers operating in multiple regions and geographies,” said Blair Pleasant, President & Principal Analyst of COMMfusion LLC, who authored the 2021 Customer Service Index: Retail and eCommerce Edition. “The data from this report, when combined with customer journey analytics within contact centers, can also be a powerful tool for driving sales and marketing st...