Experience shopping and sustainability likely to dominate 2022 CXs

New Ideas in MarketingEssential news for marketers, summarised by YouGov
December 09, 2021, 2:32 PM UTC

Offer instant gratification moments like 15-minute delivery to enhance consumer experiences (CXs).

Booted by customer interest in digital channels like WhatsApp and Pinterest, eCommerce is expected to account for 23.6% of all retail sales by 2025. Customers today prefer speed and convenience, as companies that provide immediate gratification have a significant competitive edge.

91% of consumers expect brands to be socially and environmentally responsible. Hence, going beyond claims and being transparent about sustainability efforts is recommended. For example, consumers can sort products based on climate-friendly pledges on platforms like Amazon and Sephora.

With retail brands like Home Depot and Nike are offering experiences like cooking classes and concept stores, experience-based services are projected to grow in 2022. Also, brands are employing bots to alleviate staffing shortages and supply chains issues. 29,000 robots were deployed in 2021 to perform front-line tasks in North America.

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