A Delta in consumer behavior
The new surge in COVID-19 cases is altering consumer behaviors—again—ahead of peak season
SubSummit Special Edition: The loneliest AI
Chatbots hold great promise for retailers—but what do consumers think?
SubSummit Special Edition: Trials and Tribulations
Free trials have low adoption among subscription retailers—but 1 in 3 consumers will bite
Returning to pandemic pastimes
Hobbies picked up during the pandemic come with higher expectations—especially around returns
A kinder, gentler shopper?
Consumers expect to have issues shopping this holiday. Here’s how they’re adapting.
There’s no second place in a popularity contest
US brands regain standing among cross-border consumers
Brexit’s effect on US brands
Half a year after Brexit, UK & EU consumers are adapting with new habits
Stretch pants are the new…pants
The (ahem) expansive popularity of athleisure drives lower return rates
Commutes and curation
You’ll be surprised how reopening offices is impacting the subscription industry.
Return of the Zoomies
In-school learning is set to return in full force. What does this mean for back-to-school sales?
Peak purchasing preview
We asked consumers when and how much they expect to spend this holiday. The answers weren’t what we were expecting.
Have normal, will travel
Nearly half of consumers are taking more than one trip this summer, driving spending habits in new directions.
Logistics needs people. So where are the people?
We explore why there’s a logistics labor shortage in the midst of massive unemployment.
What’s the value of a guarantee?
Guaranteeing delivery builds confidence, conversions and (gasp) beats fast shipping with most consumers.
Mid-term report cards
Halfway to peak 2021 and amid pandemic recovery, we asked consumers to grade their online order experiences by retail category.
Spandex killed the bracketing star
The unexpected (and profit-driving) side effect of elastic waistbands on return rates
Song of the Summer: Stimmy & Jab?
How much of an impact will the vaccine have on summer spending? The answers surprised us.
Slow your roll
Fast delivery isn’t as fast as you might think — and might not be worth as much as it recently was.
Packaging in the age of YouTube
We return to one of our most popular topics—what consumers believe packaging is worth. Gen Zers (among others!) continue to surprise us.
Like having a limb ripped off
We asked consumers how they felt about various returns initiation processes. The responses were mostly metaphorical
Checking the green box
Brands are weighing the business value of sustainable products and packaging. Here’s what consumers think.
Green acres is the place to be
The physical dispersion of consumers will change everything…and also ecommerce logistics.
Vürtdaførk: IKEA, digital brands and the fate of the print catalog
Just as the furniture retailer goes all-in on digital, digital brands rediscover the catalog.
How do you say…’never mind’?
We asked cross-border shoppers about their pain thresholds—with returns
Disapproving neighbors…are still neighbors
We built a Cross-border Market Value Model to stack rank opportunities for US brands among skeptical international consumers.
The junk in your customers’ trunk is costing you
The pandemic is affecting the time it takes to recover online returns while impacting customer service calls.
More than Netflix & Stitch Fix
Subscription services—both digital and physical—have seen significant growth in the pandemic. But does the adoption have staying power?
Southern exposure: Canadian attitudes towards US brands
Canadian consumers report spending 41% of their total online purchases with US-based retailers.
Here come the returns
This peak, home pickup is the #1 returns option for COVID-weary consumers, yet half don’t know which carriers offer it for free.
Long distance relationships are hard
Brexit agreement redraws lines among cross-border consumer behaviors.
The vaccine cometh: what’s on consumers’ minds?
42% of consumers plan to shop even more online after the pandemic ends.
Report card time: how did consumers grade peak season?
Consistently more than half of consumers shopped online each week through peak. While 1 in 4 experienced delivery delays, most seem to have graded retailers on a curve.
How many deliveries are too many?
More than half of consumers have become more aware of the growing mountain of boxes at their doors since the start of the pandemic. Few feel inclined to change it.
Porch piracy is a problem. Or so I’ve heard.
7 in 10 say that it’s a problem that needs to be solved ASAP. 1 in 5 have actually experienced it.
"Sometimes the only thing I have to look forward to."
Amid the monotony of pandemic life, consumers find value in receiving and unboxing online deliveries.
Putting on or taking off the COVID-19?
The majority of consumers have seen their weight change during the pandemic, driving new purchases across product categories
Reconsidering the need for speed
In anticipation of ecommerce’s largest peak ever—we asked consumers, what does “fast” shipping mean anymore?
‘Flattening the curve’ of peak shipping volumes
In a year when uncertainty abounds, there’s plenty to share this holiday season.
IDK, maybe being undecided is a choice
They may be unsure who to vote for or how they feel about the pandemic, but undecided voters are certain about these two things.
Guess who’s coming to deliver
Recognition and uncertainty reshape consumers’ relationships with delivery drivers.
It’s always been a hassle, but now…
Consumers, delivery tracking…and anger management.
Curbside pickup is having a moment
So why do 1 in 4 consumers feel like they're being put to work?
Sad returns: the challenge with in-person drop-off
Among pandemic-weary consumers, nearly half find the process annoying.
All at once: when consumers, culture & COVID collide
What we’ve discovered—and still have to learn—about the new age of ecommerce order experiences.
Value wins over values
US consumers prefer ecommerce brands who offer easy order experiences over those who focus on values & beliefs (if given the choice).
Consumers may be six feet apart, but 1 in 3 appear to be hovering over the ‘buy’ button.
Ho, ho, hold on—where’s my package?
Consumers trust small & local businesses least to deliver on time this holiday season.
Online shoppers are protecting themselves from germy packages.