There’s still value in going to the store. That’s one of the major conclusions contained in 14th edition of the EY Future Consumer Index (FCI), a global study surveying 23,000 consumers across 30 countries, including 1500 in the U.S.
“Contrary to pandemic behavior, where the shift to online was immediate and widespread, today we’re seeing a notable pivot away from online-first shopping behavior,” the report states.
More specifically, when asked about the main drivers to in-store shopping, 59% of consumers said they make the trip in-store for the purpose of seeing, touching and trying items before making a purchase, while 57% noted a desire to skip shipping.
“What’s more, consumers have begun to increasingly value human interaction during their post-purchase journey,” the study notes. “More than half (56%) of US consumers noted interacting with humans to be extremely important during product returns and refunds, and an additional 55% found it extremely important when looking to discuss questions or concerns about a product they already bought.”
Other notable findings from the survey include:
- 77% of U.S. consumers think their lives are the same or better now than 3-4 months ago.
- 49% of American consumers will download a brand’s app to receive loyalty promotions or exclusive deals.
- 56% of US consumers found it extremely important to interact with humans during product returns and refunds.
Click here for more from the EY study.
Advertisement
Four Decades of Excellence: How Wilkerson Transformed a Jeweler's Retirement into Celebration
After 45 years serving the Milwaukee community, Treiber & Straub Jewelers owner Michael Straub faced a significant life transition. At 75, the veteran jeweler made a personal decision many business owners understand: "I think it's time. I want to enjoy my wife with my grandchildren for the next 10, 15 years."
Wilkerson's expertise transformed this major business transition into an extraordinary success. Their comprehensive approach to managing the going-out-of-business sale created unprecedented customer response—with lines forming outside the store and limits on how many shoppers could enter at once due to fire safety regulations.
The results exceeded all expectations. "Wilkerson did a phenomenal job," Straub enthuses. "They were there for you through the whole thing, helped you with promoting it, helping you on day-to-day business. I can't speak enough for how well they did." The partnership didn't just facilitate a business closing; it created a celebratory finale to decades of service while allowing Straub to confidently step into his well-earned retirement.
