40 eCommerce Statistics That Will Shape Your Strategy Published January 1, 2019 eCommerce is playing a key role in catering for customers’ developing and demanding buying habits. As the industry grows and diversifies, marketers need to be aware of how they can take advantage of these opportunities to increase conversion rates and encourage customer loyalty. To help you out, we’ve put together 40 eCommerce statistics that can be used to shape your eCommerce marketing strategy. Buying Behaviour Statistics 1. It is expected that 18% of all UK retail purchases will occur online this year (Nasdaq) 2. By 2040, it is thought 95% of purchases will be facilitated by eCommerce (Nasdaq) 3. The total average eCommerce spend per customer, over the course of the year is estimated to be £1,600 in the UK (Smart Insights) 4. 67% of shoppers check the returns page before making a purchase (invespcro) 5. 38% of people will leave a website if the layout or design is unattractive (Adobe) 6. Two-thirds of consumers expect a same day response to queries about a product of service (A Marketer’s Paradox of Strategy VS Practice) 7. 77% of UK adults have bought goods or services online 8. Millennials now make 54% of their purchases online (UPS) 9. Four in ten purchases are made using only an online channel for searching and buying (UPS) Platform Performance Statistics 10. In 2017 almost 59% of ecommerce sales occurred via mobile (eMarketer) 11. 71% of mobile purchases are influenced by emails from the retailer (Adobe) 12. 85% of customers start a purchase on one device and finish it on another (Google) 13. 57% of mobile customers will abandon your site if they have to wait 3 seconds for a page to load (Google) 14. 52% of people say they’re less likely to re-engage with a brand following a bad mobile experience (Google) 15. Multi channel shoppers spend three times more than single-channel shoppers Abandoned Basket Statistics 16. Almost 70% of online baskets are abandoned but there are ways to encourage customers to complete their purchase – read our top 10 tips here 17. 56% of online shoppers abandon their online basket because they were presented with unexpected costs at the checkout (Shopify) 18. The average order value (AOV) of purchases from basket abandonment emails is 14.2% higher than typical purchases (Econsultancy) 19. 54% of shoppers will purchase products left in their basket, if those products are offered at a lower price (nchannel) 20. 23% of shoppers will abandon their shopping basket if they are forced to register an account (nchannel) Recovery emails play a key role in combating the abandoned basket issue that many eCommerce companies face. Take a look at the brands that are getting it right and how they are successfully boosting revenue. Email Marketing Statistics 21. Email accounts as the biggest source of traffic to eCommerce sites after organic (SocialMediaToday) 22. Users who read one welcome email will go on to open at least 40% of emails from the same brand in the following 180 days (Econsultancy) 23. Despite the above fact, only 51% of the UK’s top eCommerce brands are sending dedicated emails! 24. 80% of consumers like it when they receive retail emails that recommend products to them based on previous purchases Read our series guide for inspiring examples on how you can improve your eCommerce email marketing. eCommerce Personalisation Statistics 25. Only 20% of marketers use behavioural targeting… 26. …which means 80% of marketers are treating customers exactly the same, serving up the same offers, campaigns and shopping experience to everyone! 27. By 2020, customer experience will overtake price and product as the key brand differentiator (The Guardian) 28. 93% of companies see an uplift in conversion rates from personalisation 29. Having a personalised homepage can increase sales by 7% 30. A staggering 35% of Amazon’s revenue is generated by its recommendation engine 31. 74% of customers feel frustrated when website content is not personalised 32. 59% of consumers who experienced personalisation say that it significantly influenced what they purchased 33. 50% of consumers would be more likely to use retailers again if they were presented with personalised offers and information 34. By 2020, personalisation technology that recognises customer intent will enable digital businesses to increase profits by up to 15% (Gartner) 35. Pure360 customers average 22% more online revenue using cross-channel personalisation If you want to learn more about personalisation, download our guide here. It’s full of tips on how to offer prospects and customers a better experience by personalising your digital touchpoints. Customer Lifetime Value Statistics 36. It’s seven times more expensive to get a new customer than retain an existing one 37. 76% of companies consider a customer’s lifetime value to be an important measure of success (invespcro) 38. Despite the above, only 18% of companies focus their resource on customer retention. A post-conversion email is a good way to start shifting the focus if you are one of these. 39. Companies that have a strategy for customer-journey management increase their return on marketing investment by 53% 40. And their upsell and cross-sell revenue by 56% Further reading: 30 Email Marketing Statistics to Shape Your Strategy Takeaway The above eCommerce statistics tell us that customer experience remains a top priority for the industry. And why wouldn’t it be? Great customer experience drives new purchases and retains customers, encouraging them to purchase again and again. Understanding what a great customer experience really is will define and differentiate your brand from your competitors’ – be it the speed of a website or the level of personalisation you deliver. Customer experience should form a fundamental part of your eCommerce strategy. At the core of customer experience is email. It continues to deliver success for eCommerce companies, coming in as the second highest source of site traffic. It remains a key marketing channel for 2019 and with a bit of knowledge and the right technology, you can deliver successful campaigns that are both personalised and fit for multi-channel experiences.