Retail Trends

Top retail stats for September

Sep 15, 2021

We’re back with more of the most remarkable retail stats we’ve noticed this month. And this time, we are focusing on the theme of customer retention and loyalty.

60% of clothing customers shopping with more retailers than they did 5 years ago

Loyalty is getting harder – and here’s the proof. A Webloyalty survey has revealed that more than 60% of customers in clothing and footwear are shopping with more retailers than they did five years ago.

The figure is high for other categories too – including 56.7% for homewares, 55.3% for food and grocery, and 51.3% for health and beauty.

stats-sept-chart275% of customers tried new brands during the pandemic

A far-reaching McKinsey study has concluded that around 75% of customers across various retail sectors have tried new brands during the pandemic.

The reason cited for this increased promiscuity was product availability. Furthermore, most retail experts expect this pattern of constantly seeking out new brands to continue.

Customers spending more time browsing shops online

The battle for customer retention and loyalty has undoubtedly been complicated by the huge rise not just in online buying, but simply spending time online.

Another McKinsey survey during the heart of the pandemic in 2020 found that 37% of people were working less and spending more time online. Furthermore, 35% were browsing online shops for inspiration at least once a week.

And it seems that more online browsing resulting in less brand loyalty.

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37% of people were working less and spending more time online.

49% of US consumers have made purchases specifically to support local businesses

Interestingly, while loyalty to specific brands might be on the decline to some extent, loyalty to local businesses is rising sharply.

In the US, 49% of customers have bought items purely to support local businesses – a stat that echoes the localism trend that has risen during the pandemic worldwide.

For retailers battling the challenges of customer retention and loyalty, the opportunity here is to establish how you can leverage this growing demand for local shopping.

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