Holiday shopping: Consumer savvy and retailer responses
Dec 14, 2023
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McKinsey partners, Colleen Baum and Tamara Charm, discuss US consumers' holiday shopping behaviors and expectations. They emphasize the importance of personalized promotions, same-day delivery, and 'buy now, pay later' plans for capturing cautious consumers' spending. The podcast explores extended holiday seasons, trading down behaviors, the role of technology in personalization, delivery dynamics, and creating fun shopping experiences.
Retailers that offer personalized promotions, same-day delivery, and “buy now, pay later” plans are more likely to capture cautious consumers’ holiday spending.
Retailers are investing in data analytics and AI to drive personalization across the shopping journey and improve fulfillment efficiency.
Deep dives
Shift in Consumer Behavior and Shopping Habits
Consumers are trading down even more this holiday season, despite being in decent financial shape. The average consumer is seeking deals and holding out for better prices. Some consumers are shopping earlier, while others are waiting for better deals later in the season. There has been a shift towards experiences and self-care in consumer spending, especially before the holidays. Younger consumers are leading in new shopping behaviors, such as same-day delivery and buy now, pay later options.
Extended Holiday Season and Personalized Promotions
The holiday season has started earlier and is expected to last longer. Retailers are providing personalized promotions based on individual consumer preferences to create urgency and encourage purchases. Retailers with customer data through loyalty and membership programs can tailor the shopping experience. Inspiration plays a crucial role in attracting consumers, with retailers offering innovative ideas and content through social media platforms. Tempting consumers with targeted promotions and pairing them with personalized recommendations can maximize sales.
The Importance of Personalization, Technology, and Fulfillment
Personalization is crucial for retailers to cater to specific consumer preferences and retain customers. Retailers are investing in data analytics and AI to drive personalization across the shopping journey, using technologies like chatbots and AI to enhance guided shopping experiences. Inventory management is a challenge, and retailers need to find the right balance to avoid stockouts and offer transparency to consumers regarding product availability and delivery timelines. Technologies like AI and robotics are helping retailers improve fulfillment efficiency and offer expedited delivery options.
Across the United States, consumers are continuing to spend, but they’re not opening their wallets too wide. Joining us are McKinsey partners Colleen Baum and Tamara Charm who say retailers that offer personalized promotions, same-day delivery, and “buy now, pay later” plans are more likely to capture cautious consumers’ holiday spending. Learn more about US consumers’ holiday shopping behaviors and expectations on this guest episode of the McKinsey on Consumer and Retail podcast, hosted by Monica Toriello.