Kibo - 2018 Consumer Trends Report 2018 Kibo Software, Inc.2 CONTENTS The Tide is Turning3 The Rise of Shopping Experiences4 Researching and Buying 7 Content that Completes the Purchase 9 The Changing Role of Personalization 11 Importance of Inventory Visibility and Fulfillment13 The State of Buy Online Pickup In-Store 14 The New Role of Stores 15 Conclusion 17 Kibo - 2018 Consumer Trends Report 2018 Kibo Software, Inc.3 NEXT UP: THE RISE OF SHOPPING EXPERIENCESTHE TIDE IS TURNING Proliferating touchpoints and the meteoric rise of online-only merchants haveforced the retail industry into a race to the bottom. Competition has been fierceto ofer the lowest prices, the steepest discounts, and the fastest free shipping— often to the detriment of small and mid-sized merchants whose lower ordervolume can’t make up losses in margins. But the Kibo 2018 Consumer Trends Survey suggests that the tide is turning.In a world where sales and discounts are ubiquitous year-round, shoppers areincreasingly looking beyond price to distinguish what sets merchant apart.Among the oferings survey participants identified as crucial to today’s shoppingexperience: Rich online content that incorporates peer reviews and early transparencyinto inventory and fulfillment options Personalized experiences that factor in shoppers’ purchasing historyand other past interactions with the brand Store experiences that deliver optimal experiences for each shoppers’needs, from concierge service to ultra-eficient curbside pickup Kibo - 2018 Consumer Trends Report 2018 Kibo Software, Inc.4 THE RISE OF SHOPPINGEXPERIENCES New survey data gives hope to mid-sized retailers and branded manufacturers asthey compete for shoppers’ attention and loyalty. While price remains a primarypreoccupation, shoppers increasingly acknowledge the importance of stores asresources, and they give top marks to sellers whose online oferings serve as ahub of product and service content. With Amazon and Walmart maintaining a strong presence in the retail world, noone is surprised that consumers are used to discounts and deals, and now expectthem year round, instead of simply on a holiday weekend like Black Friday. Thisstatus quo has gotten some retailers into trouble as they race to the bottom, andother retailers or manufacturers feel they simply can’t compete. But the tide ischanging.The importance of price as a purchasing factor has actually dropped 12.8% yearover year. A trend we have seen in the industry that our research supports, is theshopping experience is gaining importance. The importance of the consumer’sonline shopping experience has actually doubled year over year.This is whereretailers and branded manufacturers can really shine. As they are given theopportunity to show consumers they understand their needs - welcoming thecustomer with personalized and dynamic content on the eCommerce site. 12.8%Pricing6%Speed of Fulfillment 4%Variety of FulfillmentOptions 4%Online ShoppingExperience YEAR-OVER-YEAR CHANGES TO KEY CONSUMER PURCHASING FACTORS 。。。。。。