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1、2023 e-commerce trends to watchHow the top trends and insights can impact your businessFEDEX E-COMMERCE SPECIALIST INSIGHTBrands that deliver convenient and meaningful experiences can attract more consumer attention,preference,and loyaltythats why were sharing these insights into top e-commerce tren

2、ds.We hope they can help you develop your critical strategies for the year ahead.2Throughout the report,look for the icon,pictured in the purple box below,for insights on online retail from our E-Commerce Specialists.Visit our resources section for more information about how this team of digitally s

3、avvy marketing experts can support your business.FedEx worked with C Space to survey consumers and small and medium-sized businesses regarding online shopping behavior;these results are shared throughout the report.What youll find in this report and the sources that helped get us there3Revised1.“Con

4、nected Retail 2023,”CI&T,October 20222.“Millennials and Gen Z in the US:Nextgen Index,”August 20213.“Consumer Trends 2023,New Consumer,”2023Consumers dealt with rising prices,interest rates,and the possibility of a recession.With a growing number of online marketplaces and the return of in-person re

5、tail,shopping can happen anywhere and at any time.1These two groups account for 32%of the total retail spend in the U.S.2The average American spends 13 hours per day using digital media or technology.3Expedited delivery,curbside pickup,and Buy Online Pick Up in Store werent just stopgaps against COV

6、ID challenges.55%of consumers surveyed indicated they have purchased a sustainable product or service recently.4Consumers want more physical experiences like travel,restaurants,and live events,which are trending toward pre-COVID levels.5Shoppers continue to desire more convenienceA number of critica

7、l factors are impacting how consumers will shop this year,from a growing number of online marketplaces to the return of travel and live events.Economic complexityShop anywherePurchase power shifting to millennials and Gen ZConnected consumersGrowing awareness and preference for sustainabilityReturn

8、of pre-COVID activities4.“Sustainability in retail:Profit,people and the planet,”Deloitte,20225.“Are experiences stealing discretionary dollars away from retail,”Retail Wire,January 4,202341Economic uncertainty turning customers into intentional shoppers2Social commerce is playing a larger role,incl

9、uding as a point of sale3International e-commerce is expected to continue to grow4Consumers want sustainability,and brands are exploring ways to deliver5More consumers and merchants are using convenient digital payments6Automated customer service increasingly offers convenience and speed while maint

10、aining quality7Delivery experience becoming even more important for shopper satisfactionClick on a topic below to jump to that section.Shoppers want easier returns while many retailers implement stricter policies85This year,weve overlaid the top e-commerce trends from 2023 onto a typical customer jo

11、urney so we can visualize the path to purchase and identify opportunities for your businesses growth.A good customer experience can drive satisfaction and influence repeat purchases.6Revised6.Customer retention vs customer acquisition marketing,”Outbound Engine,April 12,2022TAKE ACTIONMap out your c

12、ustomers journey.Use information from sales performance,social interactions,feedback and reviews,surveys,or market reports to identify whats going well and where opportunities exist to improve your customer experience.Return experienceIntentionalshoppingInternational e-commerceSocial commerceAutomat

13、ed customer serviceVisibility(delivery experience)Payment optionsSustainabilityFedEx Proprietary&Confidential 6RevisedThe Consumer Price Index(CPI)was up 6.5%overall for 20229switched to cheaper options for clothes and basic goods10175%changed their shopping habits in 2022,citing inflation as the re

14、ason8postponed major purchases10say theyd rather pay more for something thats better quality than opt for a cheaper alternative(buying the cheaper option backfired on more than 60%of consumers)11say that inflationary concerns are making them less loyal to brands12SURVEY RESULTS7.C Space x FedEx 2023

15、 Ecommerce Trends Surveyof shoppers strongly or somewhat agree that theyve been making fewer fun or impulse purchases.762%8.“The Great Uncertainty:US consumer confidence and behavior during inflationary times,McKinsey,”August 16,20229.“Consumer prices up 9.1 percent over the year ended June 2022,lar

16、gest increase in 40 years,Bureau of Labor Statistics,”July 18,202210.“Its the economy stupid:Jobs,inflation and partisan politics,Reuters,”October 17,202211.“More consumers opting for quality over price,new survey finds,Consumer Affairs,”September 28,202212.“Global Consumer Trends:The Economic Cross

17、roads,”Dynata,June 28,2022In 2022,facing rising prices and the threat of recession,consumers tightened their belts and realigned their budgets with their personal values.6.5%37%28%3 in 558%INTENTIONAL SHOPPINGSource:FedEx Post-Peak 2022 Survey“ConsumerSURVEY RESULTS13.C Space x FedEx 2023 Ecommerce

18、Trends Surveyof shoppers say that ratings,reviews,and testimonials are very or somewhat important when deciding what to buy online.1391%Consumers are more focused on family,experiences,and wellness:78%want to have more fun1473%want to spend time with their family1454%have made travel plans or plan t

19、o1457%are spending more on products they can enjoy with friends and family15+27%is how much more consumers expect to spend,on average,for“health and fitness”167INTENTIONAL SHOPPINGMulti-select question,answers dont add up to 100%14.“Consumer Trends Report:Q4 2022,JungleScout,”November 202215.“2022 B

20、orderless Commerce Report,”PayPal,February 202216.“Whats really driving retail purchasing today:Accenture Consumer Pulse Survey 2022,”Accenture,May 2022Look for new opportunities to add value through fulfillment,delivery,and returns steps.Messaging and experiences built around value will make pricin

21、g less of an overall factor and continue to resonate with consumers regardless of market conditions.FEDEX E-COMMERCE SPECIALIST INSIGHTTAKE ACTIONProduct content that showcases the look,feel,and quality of your product can make its value even more tangible.Consider third-party credibility through so

22、cial proof such as ratings,reviews,press coverage,certifications,or awards.8 8INTENTIONAL SHOPPING917.“Whats behind the social commerce surge in 5 charts,Insider Intelligence,”November 30,202218.“12 Important shopping trends for 2023,”Exploding Topics,December 5,202219.“Half of younger consumers buy

23、 products on social media,”Insider Intelligence,October 26,2022TAKE ACTIONExplore tactics such as video,live streaming or stories,user-generated content,and influencers to help engage viewers.Use hashtags or trending music/songs/sounds to capitalize on consumer social search.Utilize shoppable conten

24、t for more seamless conversions.$107Bis the estimated amount of U.S.social commerce sales by 20251740%of Americans ages 1824 use TikTok and Instagram as their search engines of choice2038%of U.S.shoppers make monthly purchases through social media1850%of younger consumers look to social platforms li

25、ke Facebook,Instagram,and TikTok for purchases192SHOP SOCIALSocial media is great for brand storytelling,allowing you to showcase what makes your product or brand unique in an approachableand engaging way.FEDEX E-COMMERCE SPECIALIST INSIGHT20.“Google exec suggests Instagram and TikTok are eating int

26、o Googles core products,Search and Maps,”TechCrunch,July 12,20221021.“2022 Borderless Commerce Report,”PayPal,February 202222.“Cross border e-commerce to account for 38%of all sales by 2023,driven by marketplaces,”Internet Retailing,April 6,202257%of online shoppers currently shop internationally,pr

27、esenting a large opportunity for global retailers21Lower prices(41%)Availability of items notavailable locally(38%)Discovery of new and interesting products(35%)An increasing number of platforms and channels help brands connect with international customersMore than 40%of Americans find international

28、 brands onlinelargely through social media and search engines21Consumers around the world are becoming more interested in shopping outside their country to access a wider variety of goods of potentially better quality or price.3Top 3 reasonsfor shopping overseas21123GO GLOBALCross-border e-commerce

29、is set to exceed$2.1 trillion in 2023,up from$1.9 trillion in 202222Retailers can take a variety of steps to be competitive in the cross-bordere-commerce space,such as providing high-quality customer service and fast delivery times,attractive discounts and promotions,utilizing multi-channel marketin

30、g strategies to reach customers across multiple platforms,and using technology to automate and streamline their processes.FEDEX E-COMMERCE SPECIALIST INSIGHT23.2022 Borderless Commerce Report,”PayPal,February 2022TAKE ACTIONLean into technology for more seamless transactions.46%of global online shop

31、pers are more likely to buy from a business that offers innovative virtual or digital experiences.23Explore search tactics(SEO,paid search)to make your products easier to find for online shoppers.Payment software can provide access to a wider range of payment options,allowing sellers to accept payme

32、nts from customers using different currencies.1111GO GLOBAL1224.“Social media trends report for 2023:How to disrupt a disruptive customer,”Talkwaker|Khoros,October 202225.“Sustainability in retail:Profit,people and the planet,”Deloitte,202226.“June 2022 Global Consumer Insights Pulse Survey,”PWC,Jun

33、e 202227.“The state of consumer spending:Gen Z influencing all generations to make sustainability-first purchasing decisions,”First Insight|Wharton School of Business|Baker Retailing Center,November 21,202182%of shoppers want brands to embrace sustainable practices,and Gen Z is leading the charge.24

34、4Repairing and upcycling their possessionsBuying reusable and refillable productsBuying second-hand itemsBuying recycled or refurbished things29%30%38%38%Consumers are also adopting more sustainable practices to help with budgetary pressures:28recently bought a sustainable product or service25say en

35、vironmental factors always or often factor into their decision to buy26say that they paid significantly more for their sustainable purchase or were willing to wait longer to obtain it25SUSTAINABILITYMulti-select question,answers dont add up to 100%of Gen Z shoppers say sustainability is more importa

36、nt than brand names2728.“Whats really driving retail purchasing today:Accenture Consumer Pulse Survey 2022,”Accenture,May 20221329.“Commerce trends for 2022,GWI,”December 21,2021From recycled cardboard to reusable mailers,reducing the amount of shipping products is a great first step toward being mo

37、re sustainable.Many companies are also now exploring buyback and resale programs for their used products,which help cut down on items going into a landfill and offer consumers a price break.FEDEX E-COMMERCE SPECIALIST INSIGHTTAKE ACTIONSmall steps are big steps.Grow your sustainable practices over t

38、ime.Implement a program of recyclable or reusable packaging,use the smallest boxes possible to ship items,and consider offering additional sustainable options for a fee.Reduce overall returns through enhanced product content and customer support and by helping customers understand the impact of retu

39、rns on the environment(emissions,waste).SUSTAINABILITYEnvironmental factors that are important to shoppers:29Multi-select question,answers dont add up to 100%Eco-friendly shipping optionsProduct durability and sustainable packaging57%54%63%Use of recycled materials1430.“Buy Now,Pay Later Statistics

40、and User Habit,”C+R Research,May 13,202131.“Study:Buy Now,Pay Later Services Grow in Popularity,”Motley Fool,July 18,202232.“Online shopping trends to watch in 2023,”Forbes,November 16,2022PAYMENT OPTIONSDigital wallets were the most preferred payment options for Gen Z and millennials.33Digital wall

41、ets like PayPal,Apple Pay,and Google Pay help provide customers with a moreseamless checkout experience as the user can complete payment in fewer clicks.Digital wallets made up 49%of e-commerce transaction value globally in 2021 and are projected to rise to 52.5%of transaction value in 2025.345Consu

42、mers continue to demand a greater variety of convenient,flexible payment methods.The right payment options can provide an easier checkout experience,thereby driving more sales.$576Bis the projected value of the BNPL market in 2026,4x its value in 2021323 in 5shoppers have used a BNPL service303x Con

43、sumers ages 1834 are three times more likely to use BNPL regularly than consumers 55+31+50%of U.S.BNPL users are Gen Z30“Buy Now,Pay Later”(BNPL)options are expected to keep gaining popularity in 2023 as it helps consumers maximize their buying power.33.“New payment options:Why consumers are trying

44、digital wallets,”Pymnts,November 202234.“The Global Payments Report,”FIS,March 2022Having multiple payment options can increase conversions by making it easier for customers to complete their purchase.FEDEX E-COMMERCE SPECIALIST INSIGHTTAKE ACTIONConsider digital wallets to remove checkout barriers

45、and BNPL options to provide the flexibility budget-conscious consumers need.Check with your e-commerce platform to find out whats possible within your platform and makes sense for your business.Take it a step further:Promote these payment methods in your messaging to attract new customers and addres

46、s pain points.15PAYMENT OPTIONS15New payment methods are used more by Gen Z(79%)and millennials(70%)than any other age group.36of customers say theyve abandoned a purchase because their preferred payment method wasnt available.3525%35.“The State of Shipping Report,2022:Why faster shipping matters,”X

47、-Delivery|Retail Management Institute of Santa Clara University,July 25,202236.“New payment options:Why consumers are trying digital wallets,”Pymnts,November 20221637.“How To Design A Post-Purchase Experience That Creates Raving Fans,”The Good,May 1,202238.“15 Customer Self-Service and Experience St

48、ats To Know,”Vanilla,September 1,202039.“Chatbot market in 2022:Stats,trends,and companies in the growing AI chatbot industry,”Insider Intelligence,April 15,2022AUTOMATED SERVICEof shoppers expect businesses to provide support tools to help them find answers without having to contact support38of int

49、ernet users worldwide prefer interacting with chatbots versus customer service agents391616Good customer support influences purchasing decisions,boosts overall satisfaction,and preventsreturns.It also keeps shoppers coming backrepeat purchasers can account for more than 50%of overall revenue and nea

50、rly half of all transactions.3779%40%617AUTOMATED SERVICETAKE ACTIONExplore additional channels such as email,push/SMS,chatbot,or smart search to integrate into your customer service suite.Consider post-purchase email opportunities such as thank-yous,reviews,surveys,product-related information,or pr

51、oduct recommendations.Utilize data from these interactions to identify additional opportunities to enhance your customer experience.1717A chatbot or virtual agent on a website can provide 24/7 support for customers,such as tracking packages or answering product questions.As a supplier,its important

52、to be communicative and flexible and to use automated post-purchase emails to keep shoppers informed about their orders.FEDEX E-COMMERCE SPECIALIST INSIGHT1840.“12 Important shopping trends for 2023,”Exploding Topics,December 5,202241.“The State of Shipping Report,2022:Why faster shipping matters,”X

53、-Delivery|Retail Management Institute of Santa Clara University,July 25,202242.“Visibility and control are consumers priorities for last-mile delivery,with 96%indicating a desire for GPS delivery tracking,”Yahoo,March 16,2022DELIVER VISIBILITYFor the best possible experience,retailers should provide

54、 increased visibility into package movement and transparently communicate expectations and processing time.Its also beneficial for retailers to have multiple communication channels such as SMS,email,and in-app if possible.FEDEX E-COMMERCE SPECIALIST INSIGHT7Global shoppers rank fast and reliable del

55、ivery as the#1 factor when shopping online;more transparent delivery provides reassurance to the retailer and the consumer.40of abandoned carts are blamed on concerns relating to delivery4156%say that a poor delivery experience would affect their decision to order from that company again4276%have pa

56、id for faster shipping(including 90%of high earners)4175%say they would find GPS tracking useful when awaiting deliveries4296%TAKE ACTIONUse clear and consistent delivery messaging throughout the online experience.Check with your provider for ways to further enhance the delivery experience through v

57、isibility options.Consider post-purchase communications to keep the customer informed every step of the way and follow up post-delivery for feedback.say they make a point of checking a retailers return policy before making a purchase43returned more of their online purchases as a result of inflation

58、and other economic pressures4543.“Returns Happen 2022,”Happy Returns,October 27,202244.“Consumer Survey:Returns in retail in 2021,”Power Reviews,June 202145.“Returns Happen 2022,”Happy Returns,October 27,2022RETURNSare less likely to return a product if theyre able to view user-submitted reviews,Q&A

59、,or image and video prior to purchasing4419say that free returns is an important consideration when shopping online448Shoppers want easier returns while many retailers implement stricter policiesof retailers are changing their return policies to help combat rising costs and volumes.4660%Reducing ret

60、urn rates is a top priority for 83%of retailers,but a majority(69%)dont have a good understanding of the root causes of their returns.4746.“Dont bank on free returns:60%of retailers roll out stricter policies,”CNBC,November 25,202247.“State of the Industry:Returns as an engagement strategy,”Appriss

61、Retail/Incisiv,September 2022TAKE ACTIONGet creative with your returns strategy.Dont be afraid to introduce a fee in exchange for a more convenient or sustainable experience.Reduce returns through more robust product content and customer service tools and follow up on returns to uncover opportunitie

62、s for improvement.2020Recent research shows that convenient returns outweigh the need for free returns.agree that a fast,convenient,and hassle-free returns experience makes them more likely to shop with them in the future4898%are willing to pay afee for hassle-freereturns options4856%would pay betwe

63、en$1 and$5 to return their item more easily4851%Retailers can use their return policy as a value proposition for customers as shoppers are looking for a transparent,easy-to-use,and convenient returns process.Provide clear and easily accessible information for your returns process throughout your sho

64、pping experience.FEDEX E-COMMERCE SPECIALIST INSIGHTRETURNS48.“New Report Reveals Consumers Embracing Return Fees In Exchange For Convenient,Premium Offerings,”Yahoo,January 10,2023ACTION STEPSCreate content that brings your product to life and reinforces the value.Intentional shoppingSocial commerc

65、eSustainabilityAutomated customer serviceReturnsInternational e-commerceLean into technology to enhance the international experience,including new channels or payment software.Payment optionsExplore digital wallet and BNPL options available through your e-commerce platform.DeliveriesUse clear and co

66、nsistent communications and explore enhanced delivery options through your shipping provider.Use shoppable features and support social search with hashtags or trending music/songs/sounds.Small steps are big steps.Discuss sustainable options with your shipping partner.Consider automated self-service

67、tools and post-purchase emails to support your customer experience.Get creative with your return strategy and follow up on returns to uncover opportunities that enhance customer experience.Use your customer journey to guide you in determining which of these trends impact your business and where/how

68、to apply them.21REQUEST A CONSULTATIONREQUEST A CONSULTATIONREQUEST A CONSULTATIONFor FedEx customers like you,we offer consulting at no cost on subjects like digital industry trends,website enhancement,optimization strategies,and online best practices to help drive traffic and increase sales conver

69、sions.22Request a complimentary consultation from one of our e-commerce specialists to help grow your business.TERMS:This session is for informational purposes only.FedEx will provide information from a variety of publicly available sources.While FedEx may discuss potential strategies and third-part

70、y offerings,all business decisions are solely yours.Your results may vary,and FedEx makes no representations or warranties concerning this complimentary consultation.REQUEST A CONSULTATIONACTION STEPS2349.“Lululemon launches a trade-in and resell program as shoppers grapple with inflation,”CNBC,Apri

71、l 12,2022A strategy aimed at creating a consistent and smooth shopping experience across all communication and shopping channels.This is important because customers expect a consistent experience no matter where they shop,including physical stores,mobile devices,and the internet.Interactive tool(usu

72、ally in the form of a“how can I help you?”pop-up)that supports customer self-service.These can be helpful for solving smaller issues immediately and queue up larger issues for customer service representatives.When a picture is taken and shared with the customer and merchant to confirm delivery.This

73、is commonly used for food and grocery delivery platforms,like DoorDash.Strategies focused on building long-term customer relationships,or loyalty,are considered CRM.Some common examples you may have experienced yourself are surveys,special rewards/promos,product recommendations,or refill reminders.O

74、mnichannelChatbotPicture Proof of Delivery(PPOD)Customer Relationship Management(CRM)Weve identified some key buzzwords and phrases to help you better understand the emerging trends shared in this report.Selling previously owned items.Another word for resale.Stores like Lululemon are introducing thi

75、s concept to support sustainability initiatives.49Re-commerceShopping experiences that take place entirely on social media platforms.An example would be buying directly from a TikTok or Instagram merchant account.The benefit is being able to complete a purchase without ever leaving the app.Social co

76、mmerceACTION STEPSACTION STEPS24Visit our Small Business Center for helpful tips,articles,and inspiration.Find e-commerce resources and FedEx services that can support your online business.Learn about our sustainability initiative Priority Earth and the solutions that can help your business become more sustainable.Download The E-Commerce Playbook to learn more ways to stand out in the marketplace.