With 84% of respondents ranking “consistent customer experience across all channels” first in importance in a company’s multi-channel strategy (Retail Systems Research), it is clear omni-channel shopping experiences are becoming the norm. However, traditionally omni-channel has been focused on elements of the shopping process like using online tools to check the inventory availability in a brick and mortar store. It hasn’t always applied to other aspects of brand engagement, such as refer a friend programs.read more
We recently wrote about which questions and prompts to provide to your customers when they write Ratings and Reviews for your ecommerce site. Once you’ve decided what sort of information they should provide, you’ll need to consider how to display it all.
Because this is one of the social commerce products with the most content to sort out, designing an optimized Ratings & Reviews system can seem a bit overwhelming. Your customers likely have a lot to say about your products, and you must thoughtfully organize all their viewpoints, recommendations, pros and cons, and ratings.read more
If you’re considering implementing a Ratings & Reviews functionality on your ecommerce website, you’ll find that there are many aspects to consider. There are so many different questions you can ask your customers and almost endless parameters to consider. From the look of the review template to the authentication methods for reviewers to promotions and re-marketing, there are important choices to make in every step of the process.read more
70% of marketers are planning to increase their use of visual content on their eCommerce sites this year, and more than 75 million people use photo sharing platforms like Instagram on a daily basis. In the face of data like this, it would be absurd to shy away from using customer photos in your marketing strategies.read more
Too often today the two terms “loyalists” and “advocates” are used interchangeably when referring to valuable customers. In fact they could not be any more different from each other, but there is a spectrum to where customers fall between loyalists and advocates that needs to be understood.
Today, customers have many choices and are distracted by messages, promotions, and opportunities to save and drive greater value from their purchases. A brand like Nike hopes that their customers buy all their tennis shoes from Nike but the reality is that a single customer may have Nike, Adidas, and Puma in their closet.read more
Today’s retailers, eTailers, or eCommerce companies are heavily focused on acquiring new customers. Those who are forward thinking have already shifted some of their attention to Retention (think Loyalty), but there is still not enough attention been paid to use of conversion (think high impulse shopping items around the checkout lanes). Within an organization each person will give you a different definition of what is/are conversions(s) for their business. Instead of trying to converge everyone to agree on one definition, we should recognize its different nuances within the buying process.read more
It’s the most wonderful time of the year. Or, at least, it will be before we know it. While it’s only August, the Holiday 2015 season is fast approaching, and retailers are already planning for it.
Selfridges, a high-end British department store, has already opened their Christmas shop, reports ABC. The retail subsection, which the chain has been planning since the 2014 holidays, opened during the first week of August.read more