To survive post-COVID, marketers must ensure their online customer experience is up to scratch

A drawing depicting online customer experience.

Over the past 18 months, the move to online retail has gathered remarkable pace. Our data from clients across the beauty, fashion, home & garden, and food & drink sectors shows that Q2 online retail sales were up a staggering 64% compared to the same time period in 2019. While easing lockdown restrictions may have buoyed in-store retail for the moment, these sectors are tracking just 2% down from where we’d typically expect them to be at this time of year.

But the story...

Half of UK consumers plan to do Christmas shopping exclusively online

A dog wearing an elf hat.

48% of consumers in the UK plan to shop exclusively online ub the run up to Christmas 2021. 

A survey of more than 1,000 consumers by recommendation platform Outbrain revealed that only 6% of consumers plan to shop exclusively in-store. 

The news comes as the UK high street attempts to recover from the COVID-19 pandemic by encouraging consumers to return to bricks and mortar shops. 

Brand values will also play a role informing the brand that...

94% of online brands have lost EU customers since December 2020

An EU flag with a star missing.

Disruption caused by Brexit has had a drastic impact on Britain’s e-commerce economy, with 94% of online UK brands stating they have lost EU customers since the end of the transition period on 31 December 2020. 

E-commerce platform ChannelAdvisor and research firm CensusWide surveyed 304 CMOs working at UK brands that sell items online. ChannelAdvisor asked if these brands had lost business due to Brexit disruption, such as added complications around border delays and...