Rewarding loyalty is a must for online retailers and brands

Last year’s Black Friday data shows quite clearly just how important eCommerce has become to consumers.  While high street footfall dropped, online purchasing soared, but retailers and brands cannot afford to rest on their laurels.

Recent research that MetaPack carried out amongst over 3500 consumers in the UK, US and Europe illustrates sharply that shopper power determines the strategic decision-making for eCommerce retailers and nowhere more so than in...

By Bruce Fair, 31 January 2018, 0 comments. Categories: E-Commerce.

“Ghosting” customers after sale costs retailers

The practice of “ghosting” consumers, or breaking all contact following a purchase, is one of the main reasons consumers switch to other retailers.

Narvar and YouGov surveyed around 3,000 UK consumers and found that retailers are losing out on repeat customers by focusing all of their efforts on getting people to buy from them. By failing to communicate with customers once the purchase is complete, retailers are often blowing the chance of creating a loyal customer.

Among the respondents, the...

By Colm Hebblethwaite, 24 January 2018, 0 comments. Categories: E-Commerce.

UK retail took a big hit in December 2017

UK retail sales fell by 1.5% in December 2017, marking an awful end to what turned out to be the weakest year for retail since 2013.

The figures, from the Office for National Statistics (ONS), that even though Q4 saw a slight rise of 0.4%, the December slump meant that the quarter showed the weakest quarterly growth since the 1.2% fall in Q1 2017.

This brings the total growth for the year to 1.9%. 2017 had been marked by higher inflation hitting the spending power of consumers.

“With retailers such as...

By Colm Hebblethwaite, 19 January 2018, 0 comments. Categories: Commerce, E-Commerce.

The future of e-commerce basket abandonment

It’s a topic that still occasionally rears its head but, in truth basket abandonment has been the bane of many marketers’ lives, for a number of years.

There was once a time when the provision of discounts was considered the solution to entice lost customers back to a site. But when money-saving expert Martin Lewis began encouraging people to purposefully pause their purchase so that they would receive that must-have incentive, the strategy soon fell flat.

This is one reason why some marketers...

By Lee Boothroyd, 19 January 2018, 0 comments. Categories: E-Commerce.

Ecommerce teams need to stop wasting time and start leveraging AI

Was 2017 the year Artificial Intelligence (AI) came of age – or simply reached its hype peak?

While the future looks exciting, is AI really making a difference to the retail experience, for customers or eCommerce teams? Most UX teams remain massively frustrated. Yes, eCommerce generates loads of data – but still very little useful insight. What is the priority? Where is the actionable insight that can be used to inform the PPC strategy or maximise the experience of mobile customers?

Before...

By Duncan Keene, 10 January 2018, 0 comments. Categories: E-Commerce.

Consumers less likely to complete purchases on mobile

New research shows that shoppers are less likely to go through with an online purchase if they are using a phone or tablet.

The findings come from a study conducted by the University of East Angelia and published in the Journal of Business Research which looked at why cart abandonment is much higher on mobile apps then desktop-based online shopping.

According to data from research Criteo, 46% of global ecommerce traffic come from mobile devices...

By Colm Hebblethwaite, 05 January 2018, 0 comments. Categories: E-Commerce, M-Commerce.

Despite Black Friday, retail growth for November remains below average

UK retail sales continued the lower rate of growth seen throughout 2017 in November, despite a pronounced Black Friday related boost.

UK online retail sales were up 11.5% year-on-year (YoY), with Black Friday registering a slightly higher YoY growth of 11.7%. These figures were well below the average growth for the last four years of 18.3%.

Interestingly, November’s 11% growth is also below the average 12.7% recorded over the previous three months.

The data comes from the IMRG Capgemini e-Retail Sales...

By Colm Hebblethwaite, 21 December 2017, 1 comment. Categories: E-Commerce.

What does 2018 have in store for marketers: Industry predictions

As 2017 comes to an end, it is time for those involved in the marketing industry to look forward to what the next 12 months could hold.

From the growing ubiquity of AI and machine learning to the game-changing GDPR, 2018 promises to be just as eventful as its predecessor.

We asked a range of industry professionals to gaze into their crystal balls and give us their predictions for what the new year has in store for marketers and brands.

AI and machine learning

Oliver Bronner, Founder of Berlin-based brand consultancy,

Evolving to the new age of customer experience

The evolving demands of modern-day customers have made it increasingly challenging for brands to engage with audiences. The digital age demands that brands quickly get to grips with digital platforms, which by their very nature encourage lower tolerance to poor customer service. The digital age is also unforgiving.

Our research with the CMO Council found nearly half of North American and European consumers will abandon a brand and take their money...

By Marcus Ruebsam, 06 December 2017, 0 comments. Categories: Customer Experience, E-Commerce.

Is it the end of the road for big data in e-commerce?

The big data revolution has been the backbone of e-commerce. The term has been in the marketing lexicon for decades. Its use has grown exponentially and has led to significant developments in data segmentation, trigger emails and website personalisation, all of which have led consumers to marvel at the impact that big data has had on e-commerce.

However, though big data can provide a solid, scientific foundation on which to build a marketing strategy for online businesses, it is not as nuanced as marketers...

By Andrew Watts, 27 November 2017, 0 comments. Categories: Big Data, E-Commerce.