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1、Guided Shopping,Confident Purchasing:THE SECRETS TO HOLIDAY SUCCESS IN 20222 Welcome to the 2022 holiday season!Like Santas elves,retailers are hard at work planning,setting goals,and creating innovative and personalized customer experiences for busy holiday shoppers.And while its the most wonderful

2、 time of the year,there are some trends and economic factors that are more naughty and less nice that will impact holiday shopping this year.First,theres the matter of rising inflation and interest rates,which will afgect holiday shoppers budgets and pocketbooks as they plan how to make their dollar

3、s stretch when buying gifts.According to research from Salesforce,due to inflation and rising prices,42%more shoppers worldwide and 37%more US shoppers are planning to begin their holiday shopping earlier to get better deals.Also,COVID-19 and the associated impacts of the pandemic are still very muc

4、h present.This means that retailers will need to continue ofgering engaging online experiences for shoppers who want to continue avoiding brick-and-mortar stores.Order fulfillment options,such as buy online,pick up at curb(BOPAC),can ensure that customers who are not comfortable interacting with sto

5、re associates and shopping inside busy stores can still make their holiday purchases safely.But,perhaps one of the most harrowing trends in 2022 is the continuing supply chain issues.According to a March 2022 survey from McKinsey,74%of retailers ranked increasing fragility in the supply chain(raw ma

6、terials,transportation,warehousing)as the top trend shaping the industry in the next 12-18 months.Therefore,retailers will need to stay on top of their inventory and communicate with customers regarding product availability and estimated shipping times to keep shoppers happy during the hectic holida

7、y season.But not all is lost.Despite these challenges,retailers have the chance to have some fun and bring joy this holiday season by helping customers get what they want through guided shopping and confident purchasing.Well explore how all this works in this holiday guide,in addition to sharing som

8、e of our favorite tips and tricks to delight customers through personalized experiences.WHAT RETAILERS CAN LEARN FROM THE 2021 HOLIDAY SEASON3 4 When planning for the holidays,its always a good exercise to see what we can learn from the year before.The 2021 holiday season can best be described as hi

9、storic,in that it was the culmination of two years of accelerated trends,shifting consumer behaviors,and omnichannel shopping realities brought about by the COVID-19 pandemic.November and December 2021 saw record breaking online sales of over$200 billion,per data from the National Retail Foundation(

10、NRF).Total retail sales increased by 14.1%,the highest jump in decades,partly as a result of customers returning to physical stores to shop.More holiday shoppers embraced shopping via mobile on their smartphones,while many began their holiday shopping earlier than ever.In fact,last-minute retail spe

11、nding for the holidays was curtailed due to these early holiday sales.Some retailers began urging consumers to shop for holiday gifts earlier than usual(in some cases,retailers began announcing holiday shopping events prior to Halloween.)While this did not actually extend the holiday season,shopping

12、 peaked in November,with just under 50%of consumers taking advantage of early holiday shopping sales and promotions before Thanksgiving 2021.So,what can we learn from this data?Retailers should ensure that their online and in-store shopping experiences are comparable.This is achieved online by retai

13、lers ofgering a level of customer care,product detail,information about product availability,and assistance from robust online product finders and recommendation features that mimic the service shoppers would expect from store associates.Ofgering promotions,deals,and other incentives for shoppers to

14、 begin preparing for the holidays early does move the needle,especially due to rising prices and inflation.But it also is important to make sure that shoppers are getting the best customer experience wherever they are shopping.Whether thats through online shopping only,a mix of online and shopping a

15、t physical stores,or through mobile,customers need customized shopping experiences and clear information about product availability and shipping to plan for and complete their holiday purchases.QUICK WINS:PREPARING FOR HOLIDAY SUCCESS IN 20225 6 Now that we have a clear picture of what worked last y

16、ear,there are certain actions that retailers can take that will set them up for holiday success.The relative lull of the summer is the perfect time for retailers to implement new technologies and best practices,with time for testing.Elements like AI-driven personalization,BOPAC(buy online,pick up at

17、 curb),and A/B testing can be added to retail experiences now with low risk.Heres a few suggestions to set you up for success:Even new online customers respond well to personalized messaging,and personalized eCommerce is not only more efgicient and scalable for your business,but customers will also

18、spend more money.At Kibo,weve seen retailers using Kibo Product Finder experience a 2x increase in conversion for visitors engaging with the online guide based on product recommendations in real-time.Know your business,know your customers Gather insights from your business and customers.Determine yo

19、ur goals and find your weak points.Look at recent customer behavior,not just last Q4.Prep your online store Ecommerce will continue to play a huge role for many retailers.Be ready for loyal and new customers.Prepare your operations to manage major spikes in trafgic.Ensure you have modern eCommerce c

20、apabilities to support your needs.Ofger safe ofgline fulfillment Fulfillment options like BOPAC are going to be a popular option for your customers that want to avoid crowds while holiday shopping.Make sure you have what you need to ofger a seamless experience that is not only convenient,but safe.Cr

21、eate a unified experience Use personalization to create a seamless customer experience online,and guide customers through new fulfillment options like BOPAC with ease.Thanks to the continuing efgects of the COVID-19 pandemic,shoppers will continue to embrace online shopping.There are several ways to

22、 ensure an optimal customer experience for your online shoppers.Here are our favorite top 10 tips for a smooth and speedy holiday season:Optimize Your Landing Page for MobileWith consumers looking for a quick and easy shopping experience,you should limit the size of landing hero images for mobile ex

23、periencesand avoid videos altogether,if possible.High-bandwidth creative content slows down performance and could deter visitors from continuing their journey down the funnel,especially during a higher trafgic season.7 #1TOP 10 TIPS FOR REDUCING SPEED-TO-PURCHASE FOR THE HOLIDAYSSNOW APPARELSNOW BOO

24、TSWE LOVE SNOWSHOP ALLSHOP ALLSNOW BOOTSSNOW APPARELWE LOVE SNOWInclude Personalized MessagingPersonalized messages can help clarify shipping costs and timelines based on the shoppers location and reduce the Cart Abandonment Rate.Shoppers may experience frustration and cut their shopping journey sho

25、rt if they were expecting free shipping or a quick turnaround,and this information was not made clear upfront.#28 #4#3Simplify the Checkout ProcessDont let small distractions stall a purchase once the customer has made it to the checkout page.Remove large or complex creative pieces from the cart and

26、 checkout pages,such as high-resolution photos,GIFs,or videos.This is especially important for mobile users who are looking at a smaller screen than desktop users.Ensuring that the cart and checkout process renders seamlessly can prevent any hang time during payment processing.Promote Fulfillment Op

27、tions EarlyRetailers should promote fulfillment options such as BOPIS(buy online,pick up in store)and BOPAC on product pages.In-store locators can also be promoted when a store is within a specific range of the users location with an available inventory.This way,visitors are more likely to convert d

28、uring their shopping journey online even if delivery times or costs are unfavorable.VIEW LAST ORDERWELCOME BACKComplete your order todayand receive FREE Two-Day Shipping!MRedADD TO CART1Curbside or in-store pickup available.SizeQtyColorCOMPLETE PURCHASEColor:Blush PinkSize:SmallQty:1Color:Shimmer Si

29、lverSize:MediumQty:1$78$54$132TotalSparkle Leggings CheckoutPayment Information JenniferMastercard501 Queens Drive,BrockportXXX-XXXXX-XXXXX567802/25 McKinneyVisaAmerican Express#5Use Social Proof to Influence PurchasesIn the retail world,social proof occurs when shoppers rely on reviews,ratings,and

30、product recommendations from other shoppers to inform their purchasing decisions.For example,ofgering clues to users about your brands most popular items is a form of social proof.Consider adding messages that identify products likely purchased as gifts on product pages to steer shoppers toward addi

31、tional purchases.Well explore social proof further later in this guide.9 #7#6Use Badging to Identify Holiday ExclusivesIdentifying items as“Holiday Exclusive”or“Limited Time”by using badges can lead to a higher Average Order Value,as shoppers may want to stock up for the year due to scarcity.An exam

32、ple would be the popularity and release of pumpkin spice themed items in the fall.Some shoppers even buy products they wouldnt usually buy because the holiday version is special.Promote Product FinderPromote usage of product finder to help visitors find the perfect gifts for their loved ones.This co

33、uld be included on each Top-Level Category Index page.Well also explore ways to leverage product finder for confident purchasing later in the guide.50 views in the last 24 hours!POPULAR!60 people are looking at this right now!MY TOP SKIN CONCERN IS:AcneSigns of AgingFine Lines&WrinklesRednessMY SKIN

34、 TYPE IS:ComboOilyNormalNot Sure$35.00$48.00$14.00 Discover your new skin care regime.Personalized just for you.ADD TO CARTADD TO CARTADD TO CARTHOTSHOP HOLIDAYHOLIDAY EXCLUSIVE#8Personalize Recommendations Based on DemographicsPersonalized recommendations based on demographic data on product listin

35、g pages can garner great results for those friends and family members that are hard to shop for.For example,a section labeled“For Mom”would focus on personalized recommendations by utilizing gender and age-based data,such as best sellers among females in the 40-59 age group.Likewise,a“For Brother”se

36、ction would focus on personalized recommendations by utilizing gender and age-based data on best sellers among males in the 18-30 age group.These types of recommendations help shoppers who may only be visiting your site to browse.Because they dont yet have an item in mind,personalized recommendation

37、s point them toward an actual purchase.10 #10#9Dont Forget the Stocking StufgersOfgering personalized recommendations based on cost during the checkout process is often efgective during the holiday season.For example,adding a“Stocking Stufger”recommendation slider on the cart/checkout page that retu

38、rns popular lower-priced point items,ensuring relevancy to the items added to the cart,can positively impact Average Order Value and Revenue Per Session.Take Advantage of Holiday BundlesPersonalized recommendations based on items frequently bought together is another excellent method for increasing

39、your Add to Cart Rate.Marketed Holiday Bundles often sell out quickly,while the individual products remain available to purchase independently.As such,a recommendation carousel titled“Found Together in Our Holiday Bundle”or“Create Your Own Gift Bundle”that displays all items included in the Holiday

40、Bundle encourages the addition of multiple items to the cart.WHO ARE YOU SHOPPING FOR TODAY?MomDadGirlfriendDISCOVER$95.00 (-30%)$20.00 (-29%)$51.00 (-50%)$14.00$11.00$9.00Frequently bought togetherTotal:$189.00ADD ITEMS TO BASKET 20-piecesADD TO CARTWooden Train SetADDBlue Express Steam TrainADDWoo

41、den Railway Signs 11 SPOTLIGHT ON BOPAC(BUY ONLINE,PICK UP AT CURB)For retailers,fulfillment options like BOPAC are super important when capturing sales during the heavy Q4 holiday season.Especially with the continuing impact of COVID-19,you want to give your customers the chance to pick up items sa

42、fely and comfortably.Internal Kibo research recently identified the core components of a positive curbside experience,as well as that of a negative one.Use these to guide you when you establish your BOPAC experience this holiday season.Make sure your eCommerce platform has curbside built in at the s

43、tore level so you can customize the process.Use personalized communication with customers and ofger lots of detail,including a map to the store,directions on how pickup will work,and even promotions and upsells that can be fulfilled upon pickup.Prepare for heavy volume by creating specific pickup ti

44、me windows.Consider adding messaging for customers with emails and SMS that allows them to tap a button upon arrival.Good and attentive customer experienceClear communication from the start of the order to completionEmail/SMS channels are preferred;apps,not so muchPrecise timing and locations detail

45、sLong wait timesCommunication breakdowns and lack of clear instructions or expectationsBecause of health concerns,being too close to the associate during pickupTIPS FOR BOPAC SUCCESS:TRAITS OF A POSITIVE BOPAC EXPERIENCE:TRAITS OF A NEGATIVE BOPAC EXPERIENCE:THREE TWEAKS TO PERSONALIZATION FEATURES

46、FOR THE HOLIDAYS12 13 Building a unified,personalized experience is important for holiday shoppers.Holiday shopping can be stressful,and customers are in a hurry to scramble and cross ofg the items on their list.Due to stress,its a welcoming gesture for retailers to ofger customers a personal touch

47、that makes them feel seen and understood.If youre leveraging personalization features already,here are a few tweaks you can make for the holidays.DIFFERENTIATE CROSS-SELLS AND UPSELLSRecommendations on product detail pages are one of the longest-standing and most efgective uses of personalization.Cr

48、oss-sells,which display adjacent items,and upsells,which encourage the purchase of higher-priced items in the same category,are efgective.But,for the holidays,retailers need to decide which type of recommendation works best for certain categories or use both to help customers complete looks by purch

49、asing additional items of interest.POLISH UP TRIGGERED EMAILS FOR THE HOLIDAYSTriggered emails deliver ultra-relevant messaging based on specific events.For the holidays,touch up these messages to emphasize holiday-centric features,from eCommerce site gift guides to gift finder apps.You can even fea

50、ture seasonal hashtag campaigns from social media in these messages.TEST RETARGETING ADS TO ENSURE THEYRE RELEVANT,NOT CREEPYDuring the holidays,retargeting ads are crucial in targeting individuals who abandoned an eCommerce site or an online shopping cart.They are efgective in recapturing sales and

51、 reminding shoppers to complete their holiday purchases.But retailers need to make sure their ads are relevant and not creepy or a nuisance to shoppers.Consider capping the frequency and duration of ads and adjust settings for Black Friday and other peak sales days when limited-time pricing may be i

52、n efgect.Ad content should also be customized for the holidays,with links to gift guides,gift card promotions,and other seasonal picks.Help Customers Get What They Want and Find What They Need:GUIDED SHOPPING AND CONFIDENT PURCHASING14 15 As mentioned earlier in this guide,rising inflation will have

53、 a huge impact on holiday budgets and shopping behavior in 2022.But there are other risks and competition in the marketplace.With more retailers popping up,its harder to attract and compete for the attention of shoppers who must decide how best to allocate their holiday shopping and gift purchasing

54、dollars.Retailers are constantly looking for new ways to create difgerentiated digital experiences that better convert each potential customer,increase average order value,and build brand loyalty with satisfied customers.By ofgering personalized product recommendations and engaging,dynamic content w

55、hen shopping online,customers can be guided towards making confident purchases.They will feel more secure and satisfied knowing their money was well spent.But how can retailers create shoppers who are confident in their purchases?This is where two of Kibos merchandising tools can help,at the interse

56、ction of recommending products and creating a sense of urgency for shoppers to make purchases.Kibo Product Finder and Kibo Social Proof enable retailers to guide shoppers through product options online and complete their purchases quickly and efgiciently.If you can reduce the stress of holiday shopp

57、ing for consumers and make the process quick and easy,then youll have happy shoppers who will continue to spend money with you.GUIDED SHOPPING WITH KIBO PRODUCT FINDER Kibo Product Finder is a merchandising tool that is a feature of Kibo Personalization.With Product Finder,marketers and merchandiser

58、s can engage shoppers through guided purchasing journeys while gathering important customer insights to create personalized customer experiences.The average shopper can encounter thousands of various products while shopping online for gifts and other merchandise,resulting in choice overload that can

59、 overwhelm and cause cart abandonment.But with Product Finder,retailers can create highly customizable guides to engage shoppers by helping them navigate across various product categories using branching logic to make a purchase.The beauty of Product Finder is that customer responses are used in rea

60、l-time and in-session to improve the relevancy of product recommendations while the shopper is engaged and more likely to add to cart and purchase.Its also possible to replicate 16 CREATE URGENCY AND INCREASE CONFIDENT SHOPPING WITH SOCIAL PROOF As humans,were all susceptible to wisdom-of-the-crowd

61、or FOMO(Fear of Missing Out),and the concept of social proof makes it easy to use these powerful psychological phenomena to help audiences make confident purchases.the experience of visiting a brick-and-mortar store online and being consulted towards making an educated purchase by a helpful,engaging

62、 store associate.The difgerence here is that retailers can supply this level of concierge service at scale online by providing a consultative sale to every visitor.At Kibo,weve seen retailers using Kibo Product Finder experience a 2x increase in conversion for visitors engaging with the online guide

63、 based on product recommendations in real-time.Kibo Social Proof enables retailers to display scarcity or popularity-based messages across key areas of a digital channel,such as an eCommerce website.Overall,were seeing adopters of Kibo Social Proof see significant uplifts in key metrics like convers

64、ion.Kibo customer Toolstation saw 30 x ROI just from implementing Kibo Social Proof with popularity messaging.Adding Social Proof to their eCommerce site took only a few minutes of work,and resulted in a 2.2%increase in conversions,a 2%uplift in RPS(revenue per session),and even a 5%uplift in email-

65、driven sales.If you want to take a deeper dive into Kibo Social Proof and learn more about Toolstations success,then we encourage you to check out this blog post.GOING FAST!HOT!26 people have this in their cartPREPARE FOR OUT-OF-STOCK SCENARIOS17 18 DELIGHT SHOPPERS THIS HOLIDAY SEASON By ofgering a

66、 personalized,engaging online product guide while shopping,customers can find the perfect gifts this holiday season for everyone on their list.While weeding through a dense product catalog can be cumbersome,making the shopping experience streamlined and customized provides a smoother shopping journe

67、y for new and returning customers.Leveraging other merchandising tools like social proof not only guarantees success for retailers by harnessing the power of personalization and customer insights,but also adds the extra touch of popularity messaging and product scarcity.These tools drive increased c

68、onversions and bottom-line revenue and can also highlight your innovation to your peers by ofgering a guided and engaging shopping experience that results in confident purchases and satisfied customers.Other personalized touches,from targeted emails,special promotions,deals,and discounts,will also h

69、elp holiday shoppers plan and make educated purchases that help them stick to their budget but still manage to bring joy this holiday season.With retailers feeling the continuing impacts of supply chain issues,its safe to predict that certain products will sell out or be unavailable at times during

70、the holiday season.From the must-have toy of the season to items in short supply,brands will have to contend with stock-outs,delayed delivery times,and marked customer disappointment.But planning for difgerent scenarios now will help your team be prepared during the holidays,to address these challen

71、ges.Here are a few important points to keep in mind:UP YOUR AGILITY Stock-outs can happen in a second.Dont let a manual or code-heavy process gum up your ability to deliver a good customer experience.Update your system to ensure you have flexible order management capabilities across touchpoints and

72、real-time insights that are easy to act on.This ensures that youll be able to pivot quickly without relying on the development team in the middle of the holidays.UNIFY YOUR VIEW With the right order management setup,you get a unified view of your inventory and your customers.You can ensure that accu

73、rate inventory is easily viewable and accessible to your team and to people on your eCommerce site.This visibility can help you maximize sales,find items across distribution centers and warehouses,and gain more flexibility to ship from stores at a moments notice.CREATE RULES USING PERSONALIZATION Us

74、e this time to determine your approach to appeasing demanding customers in the event of a stock-out or a long shipping delay.Perhaps your business will do best by ofgering a discount on delayed items or ofgering an alternative product thats also popular.Personalization can help ensure that ofgers ar

75、e best suited to each customer.POWERFUL PERSONALIZATIONKibo Personalization,the leading and most experienced personalization solution on the market,empowers marketers to delight customers by enabling everything from quick one-ofg content changes to complex personalization across the entire customer journey.Kibo Personalization is the No.1 personalization vendor to the IR1000 for 13 years in a row and is the winner of three TrustRadius Top Rated awards for A/B Testing,Real-time Interaction,and eCommerce Personalization.Contact https:/