Senior retail executives demonstrate a potentially damaging misunderstanding of what is driving consumers' online and in-store shopping preferences this holiday season, along with the categories they plan to to buy.
Fifty-nine percent of consumers plan to shop online during the 2020 holiday season, but only 35% of senior retail executives believed consumers prefer to shop this way, according to a survey of consumers and senior retail executives from customer experience platform First Insight Inc.
Additionally, only four in 10 (41%) consumers plan to shop in a physical store, compared to six in 10 (59%) retail executives who anticipate consumers will do so during this holiday season.
at Chain Store Age
