Consumer Expectations Report: Humanizing Digital 2020

To understand consumer views on support, technology, customer experience and decision-making when they shop, SMARTASSISTANT and Researchscape surveyed over 1,000 consumers between the ages of 17 to 69 across the US, UK and Germany.

The study found that:

• More than half (54%) of consumers have stopped purchasing products from a brand or retailer website because choosing the right product was too difficult.
• In fact, 42% admitted to abandoning a planned purchase altogether because there was too much choice.
• To prevent decision paralysis, 68% of shoppers want their favorite brands or retailers to provide them with honest and personal advice, while 44% expect proactive product recommendations and tips when shopping online.

Download the report to learn more about how consumers make decisions and how you can respond by delivering ‘human-centric’ digital experiences to become their favorite purchase destination.

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