Between 2019 and 2021, the market share of three special digital marketing channels increased significantly.

According to a new Salesforce Connected Shoppers report, between 2019 and 2021, three types of digital channels have increased their market share by about 40%. New channels, such as messaging apps, social media, and messaging platforms, have increased their market share by more than 20 percent.

Consumer Connected Report for the Fourth Edition, Salesforce surveyed 1,600 global consumers and more than 1,000 retail executives. In addition to growing market share, the study examined the overall popularity of different digital channels for different marketing activities.

When it comes time to shop, mobile wallets, email and social media are the main digital destinations. Social media, influencers and messaging apps are the most popular methods for digital product discovery. 28% of consumers surveyed use chatbots and 23% use social media for digital customer support.

Refers to sales force information Announced trading through brick-and-mortar storesBetween 2019 and 2021, it is down 27%. However, 82% A total of $ 23 trillion Sales price That is to say. Occurred in. 2020 held In physical places. The main reasons RespondentVisit a physical store to touch and feel the goods, they have Access to the Immediate purchases, and avoid shipping charges.

However, one in three respondents searched a product online using a mobile device in the store, and one of the four scanned a QR code to learn more about a product.

Recently released 2021 Salesforce Holiday Insights He predicted a 7% year-over-year growth in global digital commerce in November and December, down 50%. Growth over a year Growth in 2020 and US 10% (decreasing by 43% year-on-year growth by 2020).

Consumer perceptions about loyalty programs are also improving. Although the study found that point-based programs are currently the most popular type of loyalty program, data shows that millennials and General Z responders have more than twice as much access to specific products and experiences as the silent generation.

Respondents are more interested in rewards than transactions. Many are willing to take further action, such as downloading an app (57%) or writing an online review (47%) and certain personal information – such as their birthday (67%) or phone number for text messaging (51%). Personalized experiences and benefits.

Although 66% of consumer respondents expect companies to understand their unique needs and expectations, 32% of the requested retail executives say they have the ability to instantly convert information into personal prices, offers and products through channels and touch points.

One of the main reasons for this disconnection is that the average retail company uses approximately 44 different systems to engage customers in access points. However, Fifty-five percent of retail executives respond that their organization is in the process of developing a platform for corporate users to access and process customer information through marketing, business and services.

Other interesting discoveries include:

  • More than half (54%) of the retail executives surveyed were surveyed. A.D. Plan to replace their old system with a cloud solution by 2024.
  • Eight out of 10 consumers surveyed will leave a retailer after three bad experiences.