Why the in-store customer experience is key for marketing wearable tech

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Almost half of Britons surveyed by experiential agency Fizz Experience are willing to spend £111 ($164) on a piece of wearable technology, with a majority saying the in-store experience is key to their making a purchase.

Even though online research was the most common method of looking up new products, according to 41% of respondents, 84% will ultimately purchase in-store,

By James Bourne, 13 March 2015, 0 comments. Categories: Commerce, Customer Experience, E-Commerce, Wearables.

Record investment in digital marketing technology forecast for this year

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Companies are planning record investment in digital marketing technology this year, according to a new report from Econsultancy, in partnership with Oracle Marketing Cloud.

The research, part of an annual Marketing Budgets Report, found that 79% of companies are planning to increase their spending specifically on digital marketing technology – the biggest investment since the research was launched in 2010 and an increase of 13% on last year.

The number of companies planning the...

Why personalising the customer experience is key to winning the retail battle

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According to Gartner, 89% of marketing leaders expect customer experience will be the primary basis for competitive differentiation by 2017. Customer experience is fast becoming the key battleground where retailers vie for our attention and wallets.

With instant access to pricing and product information, shoppers can switch between retailers in a heartbeat. Today’s consumer is more discerning than ever before, with higher expectations than ever before. As a result, retailers...

By Graeme Collins, 27 February 2015, 1 comment. Categories: Commerce, CRM, Customer Experience, E-Commerce, M-Commerce, Personalised Marketing.

Why customer profiles are the key to personalisation

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Personalisation has been around for a number of years now. Brands tend to focus on a single channel (often email or web) and concentrate on adjusting the content for a superficial personalisation experience.

Meanwhile the challenges brands face around the disparate state of their customer data are not addressed, resulting in a preference for broadcast marketing. Creating actionable customer profiles allows brands to break down their data silos, focus on the evolving data streams and...

Retailers must address website performance now

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Retailers can lose their customers in less than three seconds, according to new research from internet performance experts Dyn.

In a survey of more than 1,400 consumers across 11 countries the tolerance – or not – of customers was revealed, showing that more than two thirds of customers felt they were being let down by their experiences when shopping online.

The study showed that only 37% of those surveyed felt that they got the best service and overall experience...

By Liz Morrell, 16 February 2015, 0 comments. Categories: Commerce, E-Commerce, M-Commerce.

Retailers struggling to come to terms with unified commerce

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Retailers have long struggled with disparate, legacy systems that have hampered their ability to integrate true omni-channel strategies.

Yet despite the recognition that a unified commerce platform can pay dividends, little more than half of retailers (53%) expect to implement a unified commerce platform in the next few years. However over the next ten years 86% of retailers plan to implement a unified commerce platform.

The conclusions have been drawn from a survey of nearly...

By Liz Morrell, 02 February 2015, 0 comments. Categories: Commerce, CRM, Customer Experience, E-Commerce, M-Commerce, S-Commerce.

Omni-channel retailers are losing out to pureplays

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Retailers are failing to deliver on their omni-channel promise and are losing out instead to internet pureplays according to new research from Wipro Digital.

Wipro surveyed 2,023 respondents between January 5 and 8 – split half and half between the UK and the US. The research showed that 71% of customers in the UK said that they did more than half of their 2014 Christmas holiday season shopping online – compared to 45% the year before.

Come the Christmas trading...

By Liz Morrell, 22 January 2015, 0 comments. Categories: Commerce, E-Commerce, M-Commerce, Mobile Marketing.

Mobile in omni-channel marketing: A purpose-driven design paradigm

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Janet, a working mother who is elbow deep in household chores, suddenly remembers that her kitchen has run out of cereal. She quickly grabs the tablet lying nearby, and adds cereal on her tablet app, knowing it will sync with the mile-long shopping list she was already building on her smartphone. She loves how she can pick up the experience exactly where she left off, regardless of the place or time. Almost like a conversation with an old friend.

Now, there is a marketer who is...

The path to purchase: Tracking the consumer journey

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The relationship between shoppers, brands and consumers has changed. The internet, combined with the growth in the number of channels, devices and means by which the average consumer shops and considers purchases, has made the path to purchase a very different process.

Although the five steps, awareness, consideration, interaction, purchase and advocacy are unchanged, the means by which consumers engage with them is very different.

Google have referred to the process as the path...

China’s digital media companies reeling in their US rivals

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US-based digital media companies are being caught by their Asian counterparts as more evidence of China’s high growth emerges in the latest Digital Media Index from research firm Strategy Analytics.

While there is unlikely to be a seismic shift in online media spend from west to east anytime soon, there is a feeling of inevitability about China’s emergence as an digital media superpower.

With Baidu and Tencent, Strategy Analytics reports that China boasts two of the six...

By Simon Holland, 09 December 2014, 0 comments. Categories: Advertising, Advertising Technology, Commerce, E-Commerce, M-Commerce.