Customer loyalty: Why you should focus on the people

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Despite years of marketing research and advanced analytical solutions, the key focus needs to remain on people when examining issues of customer loyalty. Designing customer-loyalty solutions without a strong emphasis on the human aspects of your client relationships is probably misguided.

Why strengthen customer loyalty?

Marketers have a clear understanding of the rationale behind brands seeking to increase their clientele’s loyalty; it results in increased brand equity and allows firms to...

By Warren Smith, 25 November 2014, 0 comments. Categories: Commerce, CRM, Customer Experience, E-Commerce, Personalisation.

Digital commerce has impulse buying on the ropes

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Modern shoppers are making more stops than ever before on their route to making a purchase, with Rakuten Attribution reporting that visits to the same store prior to a conversion have tripled in the last four years.

Rakuten Attribution’s Measuring the Modern Shopper white paper found that consumers make nine and a half visits to a retailer’s site before deciding to buy, rising from three and a half in January 2010.

The study reinforced a survey from professional...

By Simon Holland, 25 November 2014, 0 comments. Categories: Attribution, Commerce, Data & Analytics, E-Commerce, M-Commerce.

Ten last-minute Cyber Monday preparations for your e-commerce site

Cyber Monday 2013 was a landmark day in online retail and with this year’s event only weeks away, there are a number of last minute preparations e-sellers need to be making right now in order to take full advantage of the benefits headed their way. 

The craziness of the holiday season is just around the corner - Black Friday, Cyber Monday, Christmas, and Boxing Day are only weeks away and Cyber Monday in particular is the day that kick's off many online retailers' golden quarter.

According to...

By Jon Woodall, 24 November 2014, 0 comments. Categories: Commerce, E-Commerce, Email, Paid Search, Search.

Lure of incentivised marketing fading for consumers

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Loyalty programmes, once an ever-present part of commerce, could be starting to lose their appeal among consumers, according to new research from customer engagement company Collinson Latitude.

The study, looking specifically at travel consumers, reported that 67% of consumers claim to be unsatisfied with their current incentive programmes. It is a finding that must worry travel operators as 61% do consider the quality of rewards when making purchases.In

Collinson’s report...

By Simon Holland, 21 November 2014, 0 comments. Categories: Commerce, Customer Experience, E-Commerce, Personalisation.

Tech vendors appear on new diagram of digital marketing world

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Marketers’ hunger for chart-based imagery of their industry can be seen through the availability of Lumascape charts and now analyst firm Real Story Group has joined the party with an update to its marketing technology vendor map.

Real Story has designed the infographic to have a similar aesthetic to the New York subway map, with different coloured lines representing specific marketing channels, including web content, digital asset management and automation.

One visually...

By Simon Holland, 14 November 2014, 0 comments. Categories: Attribution, Automation, Commerce, E-Commerce, Strategy.

Sainsbury’s trials m-commerce app that could unify offline and online

Picture credit: Sainsbury's

UK supermarket Sainsbury’s is conducting trials of a new shopping app that will allow consumers to add items to a shopping basket on their smartphone while browsing products in-store.

Consumers are set to benefit by being able to create a virtual basket of their favourite products from any location before they shop. Of course, Sainsbury’s benefit from lengthening the purchasing funnel so that it has a single customer view across online and offline.

Other app features...

By Simon Holland, 10 November 2014, 0 comments. Categories: Attribution, E-Commerce, Mobile.

How consumers still believe retailers are dual pricing

The variation between online and offline pricing has long been a bone of contention between retailer and shopper.

In the early days of e-commerce price differentials between online and store was common practise but in today’s omnichannel world it can be extremely harmful to a brand to be seen charging different prices across different shopping channels and it’s a practise many retailers have abandoned as a result.

A new report from Displaydata suggests that more than three quarters of shoppers...

By Liz Morrell, 07 November 2014, 0 comments. Categories: Advertising, Advertising Technology, Consumer, E-Commerce, Selling.

This Israeli startup is offering e- and m-commerce for Instagram

Meet Inst-ore. The Israel-based startup is offering a service whereby Instagram users can hit a brand’s in-store landing page (hence the name) just by liking a photo on the social network.

There’s no app or login process involved, and the whole thing is relatively simple. User likes a photo, it’s stored on the Instagram API, they go to the bio tab of the brand, and then gets the link to go to the commerce page.

Currently Inst-ore only has two brands signed up – New York fashion brand...

By James Bourne, 22 July 2014, 1 comment. Categories: E-Commerce, Social Media.

Ensuring banks use data to understand customers across all touchpoints

Integrating data insight from all channels to develop a 360-degree perspective of customers' preferences is vital to personalising service. Multichannel marketing knows this well, and as the digital age evolves, consumers expect continual cross-touchpoint recognition from organisations: banking is no exception.

Historically, physical bank branches were the main touchpoints for customer understanding; important flagship hubs for contact, cross-selling, and retention. As a result, until recently, people were...

By Jed Mole, 14 July 2014, 0 comments. Categories: Campaigns, E-Commerce.

Seamless customer experiences: This is retail’s digital future

The digital world has disrupted our marketing worlds and changed the way business communicates with people. Social media has opened the door to two-way conversations with data giving us a better understanding of our market and mobile making our message more accessible to the general consumer.

Over the past few years we have placed much focus on developing digital channels to make the most of social media, mobile and data collection; however I believe that this...

By Mike Saunders, 11 July 2014, 0 comments. Categories: Campaigns, Consumer, E-Commerce.