Drive your business forward in 2021
New year, new online shopping behaviour. Our latest research explores what’s changed. Use it to set your business up for success in 2021.
Learn how e-commerce is accelerating
E-commerce is on track to grow in 2021. Now is the time to rethink your retail strategy. If you’re newer to e-commerce, there’s never been a better time to elevate your online presence, make your business stand out, and set yourself up for success. Shopper behaviour has changed a lot this year. Here are some key stats that illustrate a major shift from retail to e-commerce:
Since the start of the pandemic, nearly 50% of Canadian customers report buying more online.
The average Canadian has increased their online purchasing by 19% since 2019.
93% of shoppers plan to maintain or increase their online shopping in the next 6-8 months.
Nearly 1 in 3 Canadians are actively avoiding in-store shopping.
E-commerce is growing exponentially – but don’t give up on your in-store channel. Instead, rethink it. Use it as a fulfillment point or create an in-store experience to inspire customers to shop with you.
Offer free shipping
84% will shop more often with a retailer that provides free shipping.
Offer a choice of shipping speeds
69% will shop more often with a retailer that provides fast shipping, however, this is 9% less than last year.
Keep customers informed
78% choose retailers that manage their expectations throughout the experience.
Fulfill orders fast
60% say processing and shipping orders quickly is a reason to shop with their favourite retailer.
Stock quality merchandise
40% say it's a reason to shop with their favourite retailer.
Offer free returns
76% will shop more often with retailers that provide free returns.
How does your business measure up? Evaluate your mastery of these e-commerce basics to identify any gaps. Free shipping and returns are becoming a bigger priority as Canadians do more of their shopping online. Offering these perks puts customers at ease and encourages them to try new retailers and products.
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Offer unique or prized products
42% say offering hard-to-find items will help keep them coming back.
Let customers weigh in
32% are loyal to a retailer that offers reviews and user-generated content.
19% show their loyalty to retailers who showcase their values, community involvement and/or dedication to the environment.
73% will shop more often with retailers that ensure their packages are secure – even when they’re not home to receive them.
Offer flexible returns
33% will return to a retailer that has a flexible return policy.
17% will keep returning to retailers that offer a great loyalty program.
It’s critical to differentiate your e-commerce business and stand out from the crowd. Once you’ve mastered the basics, shift your focus to how you can add value for the customer. It’s your opportunity to let them know how much they matter to your business and motivate loyalty. Keeping a customer always costs less than finding a new one.
Explore helpful resources
Put our e-commerce insights to work for your business. Talk to a Canada Post representative today to leverage our e-commerce expertise.Contact an expert