A Season Unlike Any Other - Info.loqate
A Season Unlike Any Other2020 Loqate Holiday Shopper Insights Report1
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DEMOGRAPHICSThe 2020 Loqate Holiday Shopper Insights Report explores thebehaviors, trends, and expectations of over 1,200 U.S. consumers.Respondents are broken down as follows:Age18-24Gen Z11%25 to 34Millennial20%35-54Gen X41%55 Boomer28%GenderMale56.02%Female43.67%Not listed0.08%Prefer not to answer0.24%Employment statusEmployed full time (30 hours / week or more)49.32%Employed part time (up to 30 nemployed due to 2%Retired15.54%Unable to work5.58%ABOUT LOQATELoqate is the world’s most trusted locationintelligence service, helping every business inthe world reach every customer in the world,with a single global API for address verification.Over 15,000 businesses rely on Loqate every day,including Nordstrom, IBM, Ralph Lauren, Sephora,and Kohl’s to reach their customers across 245countries and territories.Loqate is a GBG solution. Headquartered in the UK andwith people in 16 countries, GBG is a global identity dataintelligence specialist, with solutions across location,identity and fraud. For more information, visit: www.loqate.com and www.gbgplc.comHousehold incomeLess than 20K17.06% 20K - 49,999K25.2% 50K - 99,999K30.88% 100K - 149,999K14.9% 150K - 299,999K10.88%More than 300K1.08%1
INTRODUCTIONThe 2020 holiday seasonmight be unrecognizableThe most wonderful time of the year is upon us once again. But things might look a bitdifferent from past holidays.Contactless delivery, masked shoppers, and socially distant celebrations are only a few of the things thatwill make this a holiday season like no other. The COVID-19 pandemic has transformed shopper habitsand upended holiday peak season norms, raising questions about what the 2020 holiday shoppingseason will look like for consumers and retailers alike.For our 2020 edition of the Loqate Holiday Shopper Insights Report, we’re examining the habits andexpectations of 1,200 U.S. consumers to help you better understand how they are planning to travel,shop, and ship this holiday season.In this report, we will answer this holiday season’s most pressing questions: How will COVID-19 affect the way consumers celebrate the holidays? How do shoppers plan to alter their holiday travel plans? What are the top concerns plaguing today’s holiday shoppers? How can retailers best engage holiday shoppers and come out strong in 2020?Let’s deep dive into the data of an unprecedented holiday season like no other.2
HOLIDAY TRAVEL & CELEBRATIONNo place like home for the holidaysConsumers are overhauling everything from Thanksgiving dinners toannual visits with grandma as holiday travel & celebration plans arereimagined with safety, convenience, and efficiency in mind.Given the uncertainty and unknowns due to the pandemic, more than half ofconsumers (57%) have canceled their holiday travel plans.Despite COVID-19, Americans still seem willing to travel short distances for the2020 holiday. 17% of shoppers are tempted by the recent price drop in domesticChristmastime flights, but holiday cheer won’t be spreading across borders as only8% of consumers plan to travel internationally this season.19% of consumers will still be rockin’ around the Christmas tree just virtually (overZoom, FaceTime, or other video conferencing tools). 222 720Average price of 2020Domestic flight*Average price of 2020International flight*40% drop from 201922% drop from 201959%planning in-persongatherings with family17%Do you plan to travel thisholiday season?DomesticInternationalIn-StateNo Travel57%8%TIP19%planning virtual-onlyholiday gatheringsTURN YOUR HOME INTO A HOLIDAY GETAWAYPrep your home - little touches can make it feel like a luxuriousvacation spot - think extra pillows, throw blankets, or candles.18%*Source: Holiday Confidence Report: Traveling forthe Holidays During Covid-19, 2020, Hopper3
SHOPPERS AREN’T WAITING FOR THE HOLIDAYSMaking wish lists beforebreaking wishbonesHistorically, shoppers transform into bargain hunters around the holidays,often braving long Black Friday lines and scouring Cyber Monday sales tofind the right product at the best deal. What about this year?Preparing early will be crucial for retailers this year, considering that 31% ofconsumers have already gotten a head start on their holiday shopping.9%25%Between December ctoberWhat retailers expect*NovemberOn or before December 13thAfter December 21stSource: Ecommerce 2020 Holiday Shipping: A Consumer and Retailer POVWhen will consumers start shopping this year?17%How late should consumers waitto order holiday gifts?Between December 14-17thBecause of COVID-19 closures, expected shipping delays, and potential worriesabout out of stock items, only 2% of last-minute shoppers are willing to wait untilChristmas Eve to purchase gifts.23%14%DecemberWhat consumers expect2%ChristmasEveEARLY-BIRD GETS THE WORM. START YOURHOLIDAY PROMOTIONS TODAY.Retailers anticipating a heavy amount of holiday retail trafficshould prepare to extend their holiday promotions over longerperiods of time.Example: Walmart reinvented Black Friday with “Black FridayDeals for Days.” The first sale starts online Nov. 4 and in storesNov. 7; the second starts online Nov. 11 and in stores Nov. 14; andthe final starts online Nov. 25 and in stores Nov. 27.*Source: NRF Holiday Planning Survey 20204
ONLINE VS IN-STOREThe weather outside is frightful, butonline is so delightfulThis year will see far fewer shoppers dashing through the snow thanever before. Considering the pandemic and the news of a second wave,it’s unsurprising that 55% of shoppers said COVID-19 is their top concernaround holiday shopping.Already preparing to cater to the cautious shoppers risking the in-store experience,81% of retailers cited extra precautions being set up to keep shoppers safe.As a result of the COVID-19 pandemic, digital is taking over this holiday, with 73% ofshoppers planning to shop mostly online.46%45%45%34%offercurbside pickupmake masksmandatoryimplement socialdistancing guidelinesoffer handsanitizerBrick and mortar stores who have explored alternate fulfillment and pickupstrategies in the last six months are in prime shape to engage the 27% of shopperswho still intend to shop in person this season.65%Source: Why Retailers Need to Get Proactive – And Digital –Ahead of the Holidays, 2020, Paypalof consumers say they are most concerned about catching the virus*How are Americans shopping this season?By device:46%MobileTIP45%Desktop9%TabletOPTIMIZE YOUR ONLINE UX FORDELIGHTFUL CXThis holiday, nearly every activity will be happening online.But before retailers can cash out, they must first design anexperience that consumers deem worthy.Optimize your registration and checkout processes. Fromstripping back visible elements and fields to improving yourvalidation, field labels, and field types, these final-steps in thebuying funnel are key to converting customers.*Source: PwC 2020 US Holiday Outlook5
Demographic SnapshotGEN Z VS MILLENNIAL VS GEN X VS BOOMERSHow will generations be celebrating this year?69%55%60%53%In person w/ family1%5%4%6%8%20%18%20%In person w/ friends18%19%19%19%In person w/ coworkersMobile50%60%56%43%33%40%ComputerGen Z71%23%of boomersare retiredof Gen X arefully employedof Gen Zare studentsIntending to buyphysical gifts in-store:Spending over 5k:Spending under 250:0.3%8%2%3%33%27%31%51%Fraud FearsGen X are most concernedabout online shopping fraud:62%Millenials52%What devices are online shoppers using?25%Gen XHow will generations be spending this year?33%23%27%31%VirtuallyBoomersBoomers areleast concerned:45%16%are very concernedare not concerned at allGen Z are the mostconcerned about socialmedia fraudFollowed by Gen Xand millenials17%11%11%6
GENERATION ZOOM IS BECOMING MORE DIGITALLY SAVVYGrandma got ran over by a(digital) reindeerAs the number of businesses transitioning to a digital-first strategyincreases, older generations are logging onto digital platforms like Zoom,mobile shopping apps, and social channels for the first time. Shoppers 55 are adapting, and fast While Gen Z and Gen Y have traditionally driven the growing trend ofonline shopping, social distancing restrictions have meant many oldershoppers have had to start to adapt and start shopping online for thefirst time – leading to a 65% increase in online shopping by the over 50’s”62%57%of boomers will be usingcomputers to complete theirholiday purchases.of boomers plan to spend thesame as last year, but only 10%plan to spend more.Danielle Grant, Senior Marketing Director - Paypal67%of 55 shoppers plan to take advantage of the convenient and risk-free option ofshopping online this holiday season.*Pre-COVID**82%of boomers made less than 50% of purchases online.Post-COVID**47%plan to increase their online shopping.Sources: *PwC 2020 US Holiday OutlookTIPDELIVER A SIMPLE, SEAMLESS ONLINEEXPERIENCE FOR ALL AGESConsumers over the age of 55 are now turning to eCommerce.This holiday season is a welcome opportunity for retailersto keep them online long term. But, some of these digitalnewbies may still require a gentle touch. Generation Zoomwill benefit from a simple online experience. Make it easyfor them with a well-designed UX and an easy to navigatecheckout page; many have higher spending power and moreconsistent, pension-based income.**NRF's Consumer View Spring 20207
SHOPPERS WILL BE SPENDING JUST AS MUCH AS LAST YEARSanta baby, I want a yacht andreally that’s not a lotIn 2019, the average consumer who bought Christmas gifts spentEconomic uncertainty and record unemployment levels have left holidayshoppers more budget-conscious than ever. Yet, despite concerns offinancial instability, consumer spending for the 2020 holiday seasonappears strong. 928.76Analysts are projecting sales of about 1.15 billionbetween November 2020 and January 2021.Canceled vacations and scaled-down celebrations could mean more money for giftsthis year. 42% of consumers surveyed anticipate spending the same amount onholiday gifts as last year, and 19% expect to spend more than last year! 1.15 BILLIONNovemberWhat factors most impact consumer’sholiday purchase decisions?Holiday gift budgetsLess than 504.99%Free shipping18.55% 51 - 1008.65%Sales & promotions16.61% 101 - 25017.8%Digital wish lists10.41% 251 - 50024.46%Product reviews10.18% 501 - 75013.48%Recommendations from family / friends9.38% 751 - 1,00015.64%Buy online, pick up in store9.18% 1,001 - 5,00010.9%Contactless delivery options6.17% 5,001 - 10,0002.16%Expedited shipping6.03%More than 10,0001.91%Gift wrapping5.35%DecemberJanuarySource: Why Retailers Need to Get Proactive – And Digital –Ahead of the Holidays, 2020, PaypalTIPENGAGE BUDGET-CONSCIOUS SHOPPERSWITH DIRECT MAILIncrease brand awareness and drive holiday sales by adding directmail to your holiday marketing strategy.Engage budget-conscious shoppers with promotions, coupons,and special savings.84% of consumers purchased an item after seeing it in a catalog.Even more, over half of the people who received direct mail frome-retailers (51%) visited the retailer’s website as a result.8
GIFT GIVING AND EXCHANGING, SHIPPING DIRECTOMFR OMMThe not so secret SantaIf only 18% of people will be venturing away from home, it’s safe tosay that this season’s shoppers will likely be opening more cardboardpackages than hand-wrapped gifts. But shipping can be a complexpractice, and sending gifts to family in the U.S. is not as easy as sendingto friends and family overseas. With 43% of people already planningto ship internationally this year, both retailers and consumers mustconsider the nuances that come with cross-border delivery.How will gifts be given this season?26%DID YOU KNOW?In Puerto Rico, an estimated30% of dwellings have noformal address whatsoever.In Japan, people start theiraddress by entering theirpostal code.of consumers plan to ship gifts directly to recipients rather than deliveringthem in-person.Retailers should be prepared to support an increased number of international giftdeliveries, considering that 8% of U.S. consumers aren’t booking any international travelthis holiday season.TIPHOW IMPORTANT IT IS TO GET THOSEINTERNATIONAL ORDERS RIGHT!When shipping cross-border, customers are enteringinternational addresses with unfamiliar formatting (andmaybe even in other languages) - make it easy for them tosearch and find the right location with autocomplete.Things to consider when shipping internationally:40% of consumers trust retailers with autocomplete in thecheckout process moreInternational address formatsShipping timeframesCarrier surchargesCustom regulationsHow is that “trust” shown? 23% would make additionalpurchases from this retailer in the future and 11% wouldchoose this retailer over one that does not offer autocompleteFees9
ONLINE DELIVERY, BOPIS, FULFILLMENT STRATEGIESSanta won’t be hurrying down thechimney tonightSANTA 1The surge in online shoppers leaves no doubt that the 2020 holiday seasonwill set records for eCommerce sales. But, consumers are expectingquicker and cheaper delivery now more than ever.As the shift to digital kicks into high gear, we’re seeing carriers fight back againstthe nearly unmanageable increase in package volume with new holiday surcharges.In response, retailers have begun re-evaluating their holiday strategies in hopes ofreaping all the benefits of the online rush while minimizing costly consequences.Despite the reliability and convenience of online shopping with optionslike BOPISfewer consumers prefer it46%New holiday surcharges are influencing behaviors for retailers and consumers alike,causing a new host of worries and unrealistic expectations when it comes to delivery.TIPTop Retailer Concern:63%of retailers are worried that consumers will demand fast, free shipping at thesame time that third-party shippers plan to charge peak-season surcharges.New carrier surcharges:USPS ( 0.24 - 1.50)UPS ( 1 - 3)FEDEX ( 1 - 5)To offset delivery concerns, shoppers will be exploring alternate pickup options:Contactless deliveryBOPISCurbside pickup(9%)when compared with free shipping(19%)of retailers report they will be offering curbside pickup this year.*EXPAND DELIVERY AND FULFILLMENTOPTIONSThe COVID-19 pandemic isn’t only changing consumers’spending habits. It has also put pressure on retailersattempting to keep pace with growing eCommerce demands.Fewer consumers are planning on shopping the way they didlast year, which means retailers need to think differently.What fulfillment/delivery strategies should companiesprepare for the holidays?Alternative pickup optionsIn-store fulfillmentIndependent carrier servicesLockers*Source: Why Retailers Need to Get Proactive – And Digital – Ahead of the Holidays,2020, Paypal10
FRAUD CONCERNS AND EXPECTATIONSYou’re a mean one, Mr. Grinch!Coronavirus isn’t the only concern for holiday shoppers. With the influxof packages being delivered this year, 50% of shoppers anticipate thatthe number of fraud attempts will increase. Concerns are not unfounded,as history shows an increase in missing and stolen packages reportedaround this time of year.Top services consumers are most concerned will be compromised this season:Financial services (bank account, credit card account, lending)13.94%Social media account(s)11.21%Mobile phone or service10.23%30% of Americans are very concerned that this increase in eCommerce will drawthe attention of holiday fraudsters.Email Address(es)10.14%Voting8.09%Social media account fraud was the second most concerning type of fraud expectedthis year, unsurprising considering that eCommerce web visits stemming fromsocial media has more than tripled in the past three years.Peer-to-peer payments (e.g. Venmo, Paypal, Zelle)7.99%eCommerce (online retail) accounts7.5%Online grocery or restaurant deliveries6.29%Health records and information5.99%Taxes or federal disbursements (e.g. CARES Act Stimulus payments)5.75%Pre-paid cards5.46%Insurance4.24Gambling or fantasy sports league account(s)2.68Other0.49%Shoppers Beware! Jack Frost may be nipping more than noses this season, andlocation plays a big part - 46% of urban shoppers are very concerned about stolenpackages. A stark contrast to the 19% of rural shoppers who are not concernedat all.How concerned are Americans about packages being stolen?Very concernedUTILIZE ACCURATE DELIVERY DATAModerately concernedTIPA little concernedCapturing accurate customer contact data ensures shipments aresent to a genuine location.View the case study to see how Marc Fisher reduces addresserrors by 70% with Loqate’s address verification.Not at all concerned05010015020025030011
Community SnapshotRURAL VS SUBURBAN VS URBANRuralWho’s most comfortablewith in-store shopping?Percentage of shoppers thatconsider BOPIS when makingshopping decisions7%28%42%38%8%Very concerned22%25%11%17%23%Top 3 U.S. cities wherethe highest percentageof suspected fraudulente-commerce transactionsoriginated from in the 2019holiday shopping seasonUrbanPackage theft concerns46%A little concerned39%Suburban32%31%Moderately concerned28%32%27%Not concerned at all19%13%10%How concerned are Americans that packages will not arrive on time?RuralSuburbanUrban70%Boardman, OregonPineville, LouisianaAlexandria, LouisianaSource: TransUnion’s 2019 Holiday RetailFraud SurveyVery concernedVery concernedVery concernedModerately concernedModerately concernedModerately concernedA little concernedA little concernedA little concernedNot at all concernedNot at all concernedNot at all concerned12
DELIVERY BEST PRACTICESAll I want for Christmas ison-time deliveryDelivery delay percentage across states in the U.S.: UPS & FedExT’was the night before Christmas and your packages weren’t there. Asyou may have already guessed, timely deliveries will play an importantrole this season. A happy holiday is one in which gifts and well wishes getto the right person at the right time. But as we’ve seen above, there is a listof obstacles making it harder to reach that goal this year.38%of shoppers are very concerned that packages will not arrive on time.NYILCOCAOHPAonline orders never reach their destination— If businesses fail to captureaccurate address data in the checkout, the chance of an item reaching the correctrecipient is greatly reduced.*TX40% of shoppers trustretailers with autocompletemore than those without.As a result, 22% ofshoppers would makeadditional purchases in thefuture from that retailer.and 20% would registerfor an account.Illinois 10.19% 3.34%Florida 8.9%4.61%New York 4.19% 2.36%New Jersey 4.17% 2.48%Use Address Verification and autocomplete to capture and maintain accuratecustomer data & improve these operational inefficiencies for good.20%NJPennsylvania 3.24% 3.32%FLFedEx22%Texas 8.19% 4.14%MAOhioGAof consumers say they would avoid using a retailer again if they had a negativedelivery experience.*40%Colorado 3.46%Georgia 2.86%1 IN 2057%California 4.99% 10.12%MEUPSMassachusetts3.19%Maine2.72%BothSource: FedEx & UPS BFCM 2019 Delivery HighlightsTIPMAKE A LIST AND CHECK IT TWICE WITHADDRESS VERIFICATIONWithout Rudolph, retailers will need another way to ensurepackages are delivered on-time. How Loqate can help: Address Verification Reduce Form Fields Simplify Checkout*Source: Loqate, Fixing Failed Delivery Data13
CONCLUSIONHow do we still make this agreat holiday season?This year’s holidays will likely be rocked by the Covid-19 pandemic, and many expect thatthese effects may be felt for years to come. But retailers are staying focused on recovery,even as the future of retail leaves many uncharted paths to cross. Over the last severalmonths, retailers have proven their ability to rapidly adapt to the unexpected while alsokeeping consumers’ safety at the forefront.With many strategies and tactics created to cater to both the customer experience (CX) and the bottomline, the path forward is optimistic for a healthy holiday season. Those who make data-driven decisionsand can quickly respond to evolving consumer trends have the best chance of success in the monthsto follow.Knowing this holiday season will be anything but typical, we’re committed to bringing forwardtechnologies that retailers need to deliver exceptional experiences to every customer, wherever theyare located. This is why companies like Nordstrom, Ralph Lauren, and Kohl’s trust Loqate to supportthem during the peak shopping season.Our team is here with the solutions, data, and knowledge necessary to help you succeed through thisholiday season and beyond. For more tips on how our Address Verification solutions can help improveyour customer experience and bottom line, download our Retail Use Case Guide today.14
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Example: Walmart reinvented Black Friday with “Black Friday Deals for Days.” The first sale starts online Nov. 4 and in stores Nov. 7; the second starts online Nov. 11 and in stores Nov. 14; and the final starts online Nov. 25 and in stores Nov. 27. Historically, sho
season grass plantings, please be aware that excep-tions can almost always be found when comparing one planting to another. Warm-season grasses are plants that grow mostly from June through early September. They are well adapted to hot, dry weather, and will stay green in July and August, unlike the cool-season grasses that
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The table below shows estimates of seasonal flu vaccine effectiveness from past seasons. 2015-16 Season 2016-17 Season 2017-18 Season 2018-19 Season 2019-20 Season Overall vaccine effectiveness 48% 40% 38% 29% 45%. Source: CDC -Past seasons
ARCADIA MOBILE MARKET 8 t CHAPTER 2 t SECOND SEASON ANALYSIS The Market completed its .rst full season in 2012. A detailed analysis of that season can be found in Arcadia's pilot season report. Highlights from that season include the following: 90 market days (445 market hours), with an average of two stops per day (Monday through
