Consumers share how

brands can win them back

WHY DO SHOPPERS
CHOOSE AMAZON?
In the last decade, more than 50% of the Fortune Amazon the “side-eye” as the company encroaches
500 companies we know have disappeared. Retail not only in retail sales, but also financial services.
bankruptcies are increasing year-over-year by 24%. And more recently, with Amazon’s purchase of
Consumers are moving from primarily shopping at Whole Foods — food delivery.
malls and other brick-and-mortar locations. While
most retail brands have adjusted to this move by Amazon is one of the most discussed companies in
providing an e-commerce site, brands are missing the media and have thousands of articles dissecting
the mark about why consumers prioritize online it’s journey to success with tips for brands to mimic
shopping — for convenience, flexibility, ease and Amazon’s approach. Instead, we decided to take it
the on-demand experience that it provides. to the streets and ask Amazon customers what they
think Amazon is getting right so we could find out
Enter Amazon. Amazon is considered one of the how retail brands can compete with Amazon and it’s
most valuable brands worldwide. With more than shoppers.
310 million active shoppers worldwide and $136
billion in US sales, it’s no wonder brands are giving We compiled survey responses from more than
1,200 people ages 18 to 65+. We asked questions
about shipping preferences, product
recommendations and product types to glean
WHERE DO YOU TYPICALLY SHOP?
insights about shopper behaviors that could help
3% brands compete with the behemoth that is Amazon.
Amazon Retail brands are scratching their heads to
8%
understand why shoppers choose Amazon over a
15% Department Store brand’s specific website or store location. At
45%
SmarterHQ, we’re focused on helping you stop
Online
scratching and start measuring customer decisions
29% Mall with behavioral marketing.

Boutique

In this report, you’ll get a

DO YOU HAVE AMAZON PRIME?
strong hold on actionable
strategies to align with
your customer needs and
Yes wants that will increase
51% 49%
No your revenue and give the
most impactful ROI metrics
that define growth.

© 2017 SmarterHQ, Inc. 1

NO 1
People really use Amazon to shop
for very specific items
AMAZON SHOPPING
BEHAVIORS
Fifty-seven percent of buyers on Amazon are
looking for a specific product, and 63% of all
shoppers already know what they want before they
start shopping. Potential customers aren’t browsing
Amazon, and they are 25% more likely to purchase
branded products from the e-commerce site.

This is good news for brands because consumers

57% 29%
still prefer to browse items from their favorite
brands, but will head to Amazon if they know
exactly what they want. For this reason alone,
behavioral marketing becomes incredibly critical to
brands competing with Amazon, and as a marketer 14%
it’s more essential than ever to know what
customers are looking for before they ever add
anything to their carts. Customers are always
researching before purchase, and brands will hit a
proverbial gold mine against Amazon if they tap
Looking for something specific
into browsing behaviors.

Browsing/Window Shopping

Replenishing Household Items

Quick Facts Amazon Prime members buy from

Amazon 25% more

Females use Amazon to replenish

household items 15% more than Males

As income increases, the amount a

shopper looks for something specific
increases

© 2017 SmarterHQ, Inc. 2

NO 2
Without free two-day shipping,
Amazon Prime members will cancel

Ah, the perils of free shipping. We know you’ve

heard customer demand for this perk before, TOP 5 REASONS TO
especially during the holidays. Eighty-four percent CANCEL AMAZON PRIME
of buyers who had a specific goal in mind also
demanded speedy, free shipping. Our results show
customers are likely purchasing your brand’s
products on Amazon simply because they have
better shipping options. Why? Instant gratification! 82%
No Free Two-Day
Shipping
While we know that brands can’t offer free shipping
to everyone, it is one of the top reasons customers
moved to make a purchase on Amazon versus your
brand. No doubt, you’ve heard that free shipping is 37% No Prime Video
a key customer feature, but few brands use this
benefit for all shoppers because of the high cost.
But, if brands want to compete with the ease and
popularity of Amazon Prime, it will be a perk your
35% No Free Same-Day
brand should have, even if it means only some Shipping
shoppers versus all of them. What if you offered
free shipping to the highest spend customers, or
those who have exceptionally long cart
abandonment times for more than three or four 17% No Free 2-hour
products? Some brands have chosen to include a Delivery
call-to-action when customers check out, “You’re
$12 away from free shipping!”

14% No Prime Music

As the amount of online shopping

increased preference for speed in
delivery strongly increased

© 2017 SmarterHQ, Inc. 3

NO 3
Customers will shop with you more
often if you provide relevant messages
based on aggregated shopper data

In your marketing messages, are you including Remember, personalization is still most important,
products your customers have engaged with and and it’s not going away. Delivering catered
suggesting new ones based on your customers messaging and suggestions online is quickly
behaviors? If not, 47% of your shoppers are moving becoming the new normal for retail shopping.
from your brand’s website and straight into the Brands have to adopt behavioral marketing if they
welcoming arms of Amazon’s notable, personalized want to compete in the future of this industry.
product reminders and suggestions.

McKinsey & Company found that 35% of consumers’

purchases on Amazon come directly from the
e-commerce platform’s unique ability to provide
similar product views, powered by algorithms and
predictive modeling. We know that sounds daunting,
but you should also know our survey found strong 44% of customers buy
correlations between customers who see unique
product suggestions and recommendations who not
from Amazon’s product
only stayed on brand's websites longer, but they recommendations
also compared prices on Amazon less, if at all. That's
great news for brands!

Quick Facts Females engaged and bought from product

recommendations 8% more often

Customers most often engaged and

purchased from recommendation if items
were under $100

Product Recommendations engagement

doubled if Wish Lists were provided

© 2017 SmarterHQ, Inc. 4

NO 4
Customers may seem like die hard
Amazon fans, but it’s really only a few
things that tickle their fancy

Between 37% to 57% of shoppers on Amazon

60% PRODUCTS PRIMARILY
are purchasing electronics, books, movies
PURCHASED ON
and leisure products like toys and hobby
AMAZON
items. Luxury brands should find this 50%
especially comforting; people chose not to
purchase products above $200 on Amazon.
40%

We now know that customers who see

products tailored to them will not only stay 30%
on your website, but they also won’t feel like
they need to price compare on Amazon. If
20%
you’re a brand with price points below $200
— particularly if your niche is books, movies
or toys — product suggestions and reviews 10%
are the number one way to beat the
competition and ensure customers steer
0
clear of Amazon.
s

re

ty

ry

s
ie

ie

or

rie
ok
ic

iv
ar
au
itu

le
on

or
b

ot
do

dw
Bo

ce
w
ob

Be
rn
s

om
tr

Je
ut
es

ro
ar
Fu
,&

H
ec

O
cc

G
H

ut
&
eo
El

&

&
A

A
ys

es
id

ts
&
To
,V

or
ar
ng

Sp
io

hi

se
ud

ot

ou
A

Cl

BASED ON PRICE, WHERE

DO CONSUMERS WITH A
PREFERENCE SHOP?
PREFER AMAZON PREFER RETAILER

76% $1-10 24%

86% $11-25 14%

82% $26-100 18%

65% $101-200 35%

37% $201-500 63%

34% $500+ 66%

© 2017 SmarterHQ, Inc. 5

FINAL THOUGHTS
Amazon is booming because the company customer interactions to make the consumer
recognized early on that consumers are distracted, experience easier and more convenient. Behavioral
on-the-go and have higher expectations than ever. marketing platforms make it possible for companies
To satisfy those demands, successful brands like to access real-time and historical behaviors of
Amazon are learning to analyze and respond to customers to identify key trends and to
individual interactions with behavioral marketing. individualize customer interactions through
Digital technology has empowered customers to responsive digital marketing.
demand individualized interactions because of the
sheer size of information they can access. Behavioral marketing is becoming the cost of doing
business when it comes to competing with Amazon,
Time and time again, brands are told to personalize and it doesn’t have to cost an arm, a leg, or any of
and use customer data to make decisions, and yet your staff. At SmarterHQ, we make it easy for
brands still struggle to do so. The challenge these brands to automate personalized email and website
brands face is nearly always having access to experiences in real-time.
real-time data that delivers responsive, personalized

ABOUT SMARTERHQ

The SmarterHQ behavioral marketing platform helps

retailers deliver truly tailored email and website experiences
that are so relevant, so personalized they create valuable,
lifelong customers that drive increased revenue. We’ve been recognized by
Forbes as technology to
push B2C companies into a
With our behavioral marketing new era of personalization
platform, you can... and Forrester’s Total
Harness all of your online and Economic Impact study to
offline customer data deliver 667% in ROI.
Create segments in seconds
based on any interaction a
customer has with your brand
Want to begin personalizing each and
Convert customers faster & keep every interaction in real-time? Let us show
them coming back with real- you how! Request a demo today, or visit
time, personalized messaging SmarterHQ.com for more information.

© 2017 SmarterHQ, Inc. 6