According to the latest data from Shopify, over a third of Australian consumers agreed that customer experience is essential to retaining loyalty during the cost of living crisis. To this, 83 percent of businesses have said they are willing to be open-minded about ways to connect and deliver value to consumers.
“With countless sales channels from social to bricks and mortar and online, retailers need to take a varied approach if they want to connect to their consumers. One thing is clear – shoppers and brands alike still need to make important, meaningful connections over the holiday spending spree and beyond. For retailers to thrive, building trust and encouraging creativity are the keys to unlock consumers everywhere they shop,” said Shaun Broughton, Managing Director, APAC and Japan, Shopify.
Consumers are changing the way they shop across all surfaces, with online stores and social media purchases becoming increasingly popular. Around two-fifths of businesses in Australia and New Zealand reported reaching consumers organically via word of mouth or social media was important to drive sales.
Merchants agreed that having direct relationships with customers is important (92 percent), and knowing that 64 percent of consumers consider brand communication an important factor in buying decisions.
