5 e-commerce trends expected in 2021

5 e-commerce trends expected in 2021
parcelLab
parcelLab
Sat, 02/06/2021
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Most of us are ready to put the year 2020 behind us. But what should we expect from the future? How do we prepare for it? Check out our predictions for 2021.

In 2020, forecasts have been revised downwards and most companies have had to improvise. But for e-commerce, it hasn't been all bad. When lockdown began, consumers turned to online stores out of necessity and a "New Consumer" was born. The results were phenomenal - e-commerce grew by ten years in just a few months! And if you ask me, I think it's fair to expect this trend to continue into 2021. But what does this really mean for the industry?

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In summary, I predict that brands will focus more on the experience they deliver. Are they creating good relationships with their customers or sending them down a dead end? They will be increasingly eager to keep existing customers and will focus on retention rather than acquisition. So brands will want to create a two-way engagement with their customers, really focusing on the individual. I think we'll also see brands become more responsive to customer demands around the environment and other emerging issues.

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While desktop shopping will resurface, the use of voice assistants will decline:

While Amazon's Alexa and Google Home were designed to make it easy for consumers to shop (e.g., "Alexa, buy me toilet paper"), shoppers are still very visual when it comes to making a purchase. We want to see the product, read reviews, and compare the cost before we add an item to the checkout. So I predict that while customers may experiment with voice assistants, it won't transform e-commerce as we know it. However, as many people expect to continue to telecommute until mid-2021 (at least...), I think there will be an increase in desktop shopping and less on mobile.

E-tailers will experiment with more sustainable delivery options:

Customers are no longer just looking for sustainable products and packaging. Environmental concerns now extend to how the order is delivered. And while some brands are already offsetting the carbon footprint of their deliveries, we expect some e-retailers to go further. In addition, the trend of electric vehicles, or even bicycle delivery, is expected to grow. But will this e-commerce trend last? Only time will tell! But environmental issues can have a significant impact on businesses.

I predict small and powerful gains for SMEs:

While large global brands like Amazon still seem to dominate the e-commerce market, consumers will increasingly choose to shop

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From smaller, independent brands. In order to support local commerce, customers will look for smaller brands that match their values. Smaller merchants who can build meaningful relationships directly with customers through personalization and targeted communication will reap the benefits.

Personalization will be key:

When containment is lifted and shoppers return to Brick&Mortars stores, those online will have to make extra efforts to keep their place in the market. With the market already saturated, brands will need to differentiate themselves. To do so, they will have to offer a seamless and positive digital shopping experience and redesign the customer journey they offer, then add personalized value-added touch points.

Customer loyalty & customer acquisition:

As many Brick&Mortars stores will continue to experience restrictions, in-store sales are likely to remain volatile for some time. It is likely that more brands will prioritize e-commerce and direct-to-consumer models in the future. E-tailers will focus on providing a positive online shopping experience. Consistent communication will help them build customer loyalty. However, out-of-the-box emails will not be enough. Customers will increasingly expect to receive personalized and specific messages for each order.

What are the expected trends in e-commerce?

In summary, I predict that the customer experience will become a battleground between brands. I think personalization, customer loyalty and corporate social responsibility will be the tools many e-tailers use to differentiate themselves from each other in 2021. The good news is that parcelLab can give you a head start in delivering a great customer experience.

If you would like more information on how parcelLab can help your teams, or if you would like to schedule a demo, please contact us!

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parcelLab

parcelLab

Create new reasons for people to love your brand. Build standout post-sales experiences tailored to your customers. Deliver personalized touch points that grab attention and spark loyalty.

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