When asked what they saw as the number one opportunity in ecommerce marketing today, 30% of brands said ‘More accurate consumer targeting across retailers.’
Brands also cited three other key opportunities: ‘Improved user experience’ (22%), ‘Voice search advertising’ (14%), and the closer alignment of digital marketing with merchandising teams (8%).
In our recent Era of Ecommerce research report with Catalyst and Search Engine Watch, we found a number of interesting insights on the ecommerce landscape today, what opportunities and challenges exist, and how marketers are — or are not — rising to meet them.
https://www.clickz.com/how-to-improve-ecommerce-performance/220283/
Have you ever purchased something, somewhere? If so, then surely you’ve felt this particular pain: Along with your bag of goods comes all kinds of marginally necessary offers and calls to action. And, if you take “almost no time at all” to complete the retailer’s robust questionnaire, you — yes you! — might be the proud recipient of some type of prize.
A study by Interaction Metrics discovered that, despite good intentions of improving customer happiness and overall experience, retailers are largely wasting customers’ time — and their own — by conducting flawed satisfaction surveys.
https://www.retaildive.com/news/whats-wrong-with-retailers-customer-surveys/525124/
When retail brands started measuring CX through emails or SMS, they thought they would be rewarded with several benefits. For one, they would constantly monitor the pulse of their CX and react quickly to solve customer problems. Besides, CX conversations would start to happen across the organization and brands would have access to a benchmark. Customers would also be rewarded as they would be offered a new way to highlight issues or pass compliments. And, to a certain extent, some of those benefits did materialize.
It was the time when some software vendors were claiming CX would improve if companies simply launched a CX measurement program (be it NPS or something else, as long as it used their software) that encompasses those metrics across the organization.
http://customerthink.com/why-customer-experience-measurement-is-biased-and-how-to-fix-it/
The ecommerce industry has experienced a tremendous amount of growth in the past decade. Having jumped from 3.5% of all retail sales in 2008 to nearly 11.9% in 2018, this growth – in combination with a (still) relatively low market share – represents a huge opportunity for more innovative ecommerce companies looking to overtake their traditional counterparts.
However, in order to latch on to the ‘growth train’, these same ecommerce companies (and therefore, ecommerce managers) are going to have to put their best foot forward. In other words, they’ll need to be sure that they are providing a first-rate online customer experience. And the best way to do this is to start listening to the voice of the customer. After all, your customers can be your best resource in terms of understanding what you’re doing wrong (or right!) on your website or mobile app. So allow me to introduce you to online feedback…
https://mopinion.com/online-feedback-ecommerce-managers/
There's a great deal of talk about what retail consumers want and expect and how those expectations are growing every day. Research from Elastic Path reveals that meeting those demands, and delivering a rewarding customer experience, requires flexible e-commerce.
It's a critical strategy, according to the research, for all brands that want to meet ballooning consumer demands during the holiday season and other busy sales seasons such as back-to-school.
http://retailcustomerexperience.com/articles/why-retailers-need-to-adopt-a-flexible-e-commerce-strategy/
Over the last few years the financial services sector has made significant improvements in the decisions it makes that affect customers. The major fines that resulted in big newspaper headlines a decade ago have dwindled, but at the same time customers still lack trust. A YouGov poll last year found that more than half of British consumers (55%) don’t think banks are working in their customers’ best interests. Given that it has never been so easy to switch a bank account or change insurance companies this has long-term negative consequences for financial institutions.
http://www.bobsguide.com/guide/news/2018/Mar/16/why-understanding-the-voice-of-the-customer-reaps-long-term-dividends/
