Customer Experience as the Final Retail Frontier:

Size: px
Start display at page:

Download "Customer Experience as the Final Retail Frontier:"

Transcription

1 Customer Experience as the Final Retail Frontier: Mitigating Price Factors By Delivering What Consumers Really Want in the In-store and Online Experience By: Mark Marone, PhD Developing the 21st century workforce TM

2 Consumer Expectations Across Buying Channels The retail shopping environment today is a multichannel experience. Guided by both rational and emotional needs, consumers set out on their journey searching for information about products, selecting their preferred one, and hoping to purchase it at the best price and in the most convenient and timely manner. The freedom consumers enjoy to move from channel to channel paired with their expectations throughout the buying cycle requires that retailers are prepared to deliver an optimal experience both in stores and online. So how do retailers design and deliver a unique, brand-driven customer experience that will set them apart from the competition and drive long-term loyalty? Developing a strategy that ensures systems, processes, and retail location are aligned to deliver the optimal customer experience in a consistent way across all channels is required. However, a critical piece of a customer experience strategy must be focused on the value-added, personal interaction that delivers not only outstanding and friendly service, but advice and support, ultimately helping shoppers meet their product and emotional needs. Providing a consistent experience online and in stores that drives brand loyalty requires meeting the most important needs and expectations of consumers in both buying platforms. By aligning every channel and activity to deliver a relevant and focused customer experience that meets customer expectations, retailers have a better chance of capturing a higher share of wallet both online and in stores. Survey reveals in-store and online buying behaviors To learn more about the expectations of consumers across buying channels, AchieveGlobal recently completed a survey of nearly 2,500 consumers across the United States. The respondents shared their thoughts on their favorite retailers and described their online and in-store shopping experiences. Additional questions sought to uncover behaviors regarding the practice of showrooming, or shopping for products in brick-and-mortar establishments and then purchasing that product at a lower price online. Listening to how consumers want to buy uncovers real opportunities for turning electronic-savvy price shoppers into loyal customers. 2 Customer Experience as the Final RETAIL Frontier

3 Survey Findings But isn t it only about price, selection, and convenience? In our study, consumers said that price, followed by product and convenience, is most important when shopping for retail items. However, competing on price is rarely a sustainable strategy as most retail establishments are unable to consistently guarantee they can beat the prices of online competitors. So, another strategy is to compete, where possible, by offering the convenience and selection that consumers demand. A strategy focused on price, convenience, and selection alone will not differentiate most retailers as it fails to deliver a unique, branddriven experience and a unique, brand-driven experience is what smart and successful retailers have long known to be the key to customer loyalty. Asking consumers about their experiences with their favorite retail establishments offers some insights into what this experience should look like, how it should be designed, and how it should be delivered. Customer Experience as the Final RETAIL Frontier 3

4 Experiences With a Favorite Retail Store We asked respondents to tell us why they shop at their favorite store, what attributes or characteristics about that store are important to them, and what their favorite store could do to improve their customer experience. Attitudes and opinions about consumers favorite retailers can offer lessons about what drives consumer loyalty and what retailers can do to provide an even better experience. The top five most important characteristics of consumers favorite retail store revolve around price, selection, and service. Figure 1: Top Characteristics of Favorite Retail Store In thinking about your favorite retail store, or the one you shop at most often, how important to you are the following characteristics of your experience? Ver y Important 1. Good value for the money 74.1% 2. Variety and selection 68.9% 3. Easy to do business with (checkout/returns, etc.) 68.8% 4. Always have what I m looking for 64.4% 5. They are consistent 59.9% These top five attributes are necessary but not sufficient factors for creating a competitive customer experience. Retailers must create strategies to consistently design and deliver the other part of the experience equation as well: friendly, helpful associates that make customers feel valued. Meeting Rational and Emotional Needs More than half of all consumers agreed that beyond price, convenience, and selection, the most important characteristics of their favorite retailer involved serviceoriented attributes that meet both rational and emotional needs. These include feeling valued as a customer, friendly staff, and knowledgeable salespeople. Figure 2: Important Service Characteristics at Favorite Retailers 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Important Service Characteristics at Favorite Retailers 30.7% 54.1% They make me feel valued as a customer. Very Important 32.7% 53.4% Everyone is friendly. 32.6% 50.3% Salespeople are very knowledgeable. Somewhat Important Understanding why consumers shop at their favorite store and what they can do to improve identifies key value drivers and strategies for improvement. So, we then asked respondents two open-ended questions: 1) What is the primary reason you shop at your favorite store? and 2) What could they do to improve your shopping experience? Forty-six percent of all responses mentioned price or value as the primary reason for shopping at their favorite store. As the second most-mentioned issue (14 percent), shoppers said they would like the employees at their favorite store to be more friendly and helpful. Designing and delivering the type of friendly and helpful service that supports and is driven by the brand strategy creates a competitive differentiator that retailers will find difficult to attain by competing only on price alone. The customer experience delivered through personal interactions should be designed to meet the rational and emotional needs of customers. 4 Customer Experience as the Final RETAIL Frontier

5 In-Store and Online Buying Opinions and Behaviors We asked consumers a series of questions about whom they buy from online, why they do so, and their experiences with online and in-store shopping from retailers. Overall, consumers still prefer to purchase most products in a store. While 96 percent of consumers said they have purchased something online at one time or another, most (64.6 percent) still prefer shopping in brick-and-mortar stores. Indeed the majority of consumers can be considered moderate online shoppers. Nearly a quarter of respondents (23 percent) are heavy online buyers, purchasing most of the time or always online and only about 15 percent said they buy online rarely or never. Nearly two-thirds either shop online or in a store, but then ultimately purchase the product in a brick-and-mortar retail store. The other third purchase online, with only about one in five (21 percent) shoppers saying they prefer to shop and buy exclusively online (See Figure 3). Figure 3: In Store and Online Buying Opinions and Behaviors Which of the following best describes your online retail shopping behavior? 35.8% 28.8% I usually shop for items online, but then purchase them in a store. I usually shop for items in a store, then buy them online. I prefer to shop for and buy most things only online. 21.3% 14% I prefer to primarily shop for and buy things in stores. For most consumers, their online buying in the next year will stay the same or increase. More than a third of customers expect to increase their online buying, while 61 percent said it will not likely change. Just 5 percent expect to buy less online in the coming year compared with the previous one. The following findings of the survey data highlight not only the trends in cross-channel shopping, but they also point out what customers really want and need beyond price, convenience and selection, and the experiences they expect to have that will ultimately drive long-term loyalty. Customer Experience as the Final RETAIL Frontier 5

6 Consumers prefer to buy in stores because they want the benefit of looking at the product in person and having it now. More than two-thirds (68 percent) said they prefer to shop brick-and-mortar because they want to touch and feel the product and 44 percent said they do so because they don t want to have to wait to have the product shipped (See Figure 4). As such, retailers should create experiences in stores that enhance the ability to touch and feel the product, having associates ready to help select and show the product, and offering a good value to compete with online benefits. However, this should be a multi-channel strategy, and understanding why customers prefer to purchase in stores and online offers an opportunity to accomplish this in a way that provides value consistently in both buying platforms. For example, having information about a product to make a more confident decision should be something retailers deliver in both channels. While the physical touch is clearly not possible in the virtual world, providing clear and complete product information through text and imagery could be effective in meeting this need. Figure 4: Top Reasons for Shopping In-Store Versus Online Which of the following best describes the reason(s) you would typically purchase from brick-and-mortar retail stores rather than their websites? 70% I prefer touching and feeling products. 60% 50% 40% 30% 20% 10% 0% 67.9% 44.1% 28.4% 17.2% 15.5% 6.7% 1% I don't like waiting to have the product shipped to me. I can find better deals in stores. I find it difficult to find and buy what I'm looking for online. I'm not comfortable giving payment information online. The stores I shop at don't have websites. I don't have a computer. Findings from the survey offer clues about what s important to consumers: They want the best product for their needs, a convenient and easy transaction, and a good value. As our study also shows, the opportunity for providing additional value will ultimately create a differentiated experience for customers that will be difficult to replicate by competitors. 6 Customer Experience as the Final RETAIL Frontier

7 Price, free shipping, and selection are key drivers of online shopping behavior. When asked why consumers prefer to shop online, an overwhelming majority said lower prices (69 percent), followed by free shipping/ returns (66 percent) and product availability/ selection (50 percent). One-third mentioned product reviews as being an important motivator for buying online. Again, price, convenience around delivery and returns, product selection, and product information should be important components of an overall customer experience strategy across both the online and in-store channels. Local retailers have an opportunity to capture in-store and online loyalty. We asked consumers to compare the percentage of their total online purchases from brick-and-mortar establishments located near the consumer with those located elsewhere and with those having no physical presence. Consumers said they spent 43 percent of their total online purchases from stores located near them. More than a third of their online purchases (35 percent) were with retailers having only an online presence, such as Zappos or Amazon (See Figure 5). Figure 5: Online Purchases Based on Physical Store Locations Top Reasons for Shopping Online Versus In-Store 69.2% Price was lower 65.9% Free shipping and returns 50.3% Product availability/selection 33.2% Product reviews 27.3% It's just easier to purchase online 17.9% I could see more detail about the product 3% Only find online/had gift card What percentage of your total online purchases in the last year were with the following types of retailers? 35.2% 14.7% 43% Retailers with brick and mortar stores that are located near me Retailers with brick and mortar stores that are not located near me Online only retailers with no stores such as Amazon and Zappos Local retailers are in a good position to capture cross-channel share of wallet by ensuring an optimal and consistent online experience. Being able to offer the best of both physical and virtual worlds convenience, value, selection, and value-added services such as product advice and recommendations will provide retailers with a powerful competitive advantage. Customer Experience as the Final RETAIL Frontier 7

8 Online retailers have an opportunity to improve the customer experience. While more than 60 percent of consumers said their online experience met their expectations, only about 30 percent said their expectations were exceeded or far exceeded. As more retail dollars are being spent online, retailers will need to deliver a shopping experience that consistently meets and exceeds the needs and expectations of consumers. Figure 6: Evaluating Previous Online Shopping Experiences For the last purchase you made online from a retailer, based on your past experiences with, or what you know about the company, please rate how well the experience met your expectations. 2.6% 6.9% 5.8% When asked to explain why their expectations were not met online, many customers mentioned the disparity between what they ordered, or thought they ordered, and what they actually received. Others complained about damaged products, delayed shipping or the hassle of returning items. Overall, the experiences were difficult for these customers, products didn t meet their needs or expectations, and they were ultimately frustrated. The following customer quotes indicate a sample of these experiences: For my most recent purchase, free shipping was advertised, but then not included for the product I wanted, but free in-store pick up was included but the product wasn t available at any location with 45 minutes of my house. They were out of my size and didn t have good size descriptions for the product I wanted. As such, I bought too large a size, which I wouldn t have purchased if the description had been there. 22.5% 62.2% What I ordered is not what I had expected. I changed colors on the item and for some reason that meant it came with different features that were a downgrade from the more attractive colored item. It was far below my expectations. It fell short of my expectations. It met my expectations. The quality of the product was poorer than I was expecting. I wasn t able to feel the product until after I ordered it. It exceeded my expectations. It far exceeded my expectations. 8 Customer Experience as the Final RETAIL Frontier

9 For retailers to create both loyal in-store and online shoppers, consistency and alignment of the experience between the two channels will be critical. Almost 45 percent of consumers said that either the online or in-store experience was inconsistent, or that they were both bad (See Figure 7). Meeting and exceeding customer expectations for convenience, selection, and overall ease of doing business instore and online is essential to creating satisfied and loyal customers. However, finding ways to offer additional value through both channels including expert advice, personalized service, recommendations, etc. when it is aligned with the brand, will be more effective in capturing a higher share of wallet online and in-store. Figure 7: Comparing Online and In-Store Experiences In thinking about a retailer you have purchased from both in-store and online, which of the following statements best describes those experiences? 2.2% 16.1% Both the in-store and online shopping experiences were equally as good. 26.9% 54.8% The in-store experience was better overall. The online experience was better than the one in the store. Both the in-store and online experience were not good. We then asked respondents to explain their answer regarding their online versus their in-store experience. Across both channels, consumers expressed similar needs, although clearly they are not consistently being met. While they confirmed that convenience and value are very important, being able to find helpful and friendly service when it is needed seemed to be equally if not more important. The need for personal service and advice, help with product selections, and in making the overall shopping experience easier was mentioned in both online and in-store channels. The following quotes provided by respondents for each statement in Figure 7 illustrate this point. Customer Experience as the Final RETAIL Frontier 9

10 > Both in-store and online are good: Shopping that offers both consistency and convenience across channels. Clean, easy-tonavigate website. Clean store, friendly people in store. ~ Great customer service both in the store and when making an online purchase. ~ As long as I don t need to return the item, online and in-store shopping are usually equally good experiences. ~ Both places had the item I needed, was able to purchase without problems, and item worked perfectly once purchased. ~ I shop at Kohl s both online and at the store, which is only a few miles from home. If I need something urgently, I go to the store. If I can wait a week, I usually order it online. > In-store is better: It s about taking the risk out of buying, having the information and the human touch. ~ Better physicality of products, especially if it involved items likely too costly to return if it didn t fit my needs. ~ Fit and color are never a problem with an in-store purchase. ~ I just prefer interacting with people in person. ~ I like being able to actually examine things before I buy them. Buying online is a risk so usually I ll only get things I know cannot go wrong. ~ I like to physically see a product before I buy it. Also, if I need help there is a person there to do so. Because when you shop in-store you know exactly what you are purchasing compared to online. > Online is better: Online shopping is convenient, and offers better deals and assistance without the bad service Didn t have to deal with ignorant salespeople and rude clerks. ~ In-store experience awful due to bad customer service. ~ Easier to find products, usually always in stock online, the convenience of online shopping is wonderful. ~ Good customer service is so hard to find. Shopping online keeps me distant from the bad/rude in-store behavior. ~ I was able to find what I was looking for and purchase quickly online; and in the store they didn t have as much, and the customer service was terrible. > Both online and in-store are not good: Both shopping channels offer poor and/or inconsistent experiences. ~ Both experiences have pros and cons, and different levels of convenience apply to both. ~ They both were bad but I still prefer the store over the website. I can also ship to store for free which is helpful. They were both the same; I easily couldn t find what I was looking for. 10 Customer Experience as the Final RETAIL Frontier

11 A majority of consumers who use smart phones to purchase retail items engage in showrooming. Of the 23 percent of shoppers who said they have purchased something on their smart phone, 61 percent said they sometimes or always look at a product in a store and then purchase that product online at a lower price. When compared by age, consumers aged are most likely to showroom as more than 20 percent say they most of the time or always shop in stores and then purchase on their smart phone at a lower price (See Figure 8). Figure 8: Frequency of Shopping Online With a Smart Phone While In-Store How often have you found a product in a store and then used your smart phone while still in the store to locate and purchase the product elsewhere online at a lower price? 12.7% 45.1% Never Rarely Sometimes 5% 11.9% 25.3% Most of the Time Always Rather than perceiving this as a threat, retailers should take the opportunity to provide value to customers who are price shopping by offering personalized service, ensuring they find the best product for their needs, and upselling or cross-selling when appropriate. This experience will offer value that consumers are unlikely to encounter when price searching online. For those consumers or product categories that don t require value-add experiences, then retailers should make it as easy as possible for consumers to accomplish their goals by facilitating their mobile purchases. Conclusion: Delivering a Complete, Multi-Channel Customer Experience to Drive Loyalty Price competition from large retailers such as Wal- Mart combined with the number of low-priced online competitors has never been greater. The growing practice of showrooming has made it even easier for customers to combine the best of both worlds touching and feeling a product then locating it online at a lower price. Retailers have an opportunity to drive loyalty and capture a larger share of wallet both in-store and online. This can be accomplished by providing a welldesigned and consistent overall customer experience that includes not only price, convenience, and selection, but value-added services delivered through associates, virtually, or in-person. So, what is the key differentiator for the retailer? Consumers told us there is room for improvement when it comes to friendliness of staff and having enough staff to make the shopping experience faster and easier. For the retailer, this looks like a deliberate, branddriven experience encompassing knowledgeable and friendly staff members who are able to help facilitate an easy and convenient shopping experience, getting customers what they need and offering value-added advice. Retailers that are able to accomplish this consistently across buying channels will be more successful at driving long-term loyalty. Even though online shopping will continue to grow with more than a third of respondents saying they expect to increase online spending, consumers still say they preferred to purchase in-store when it was important for them to touch and feel a product and to have it immediately. So, it s clear that continuing to improve in-store experiences combined with enhancing the online shopping experience is the winning combination for retailers to increase loyalty, share of wallet, and ultimately to remain competitive. Customer Experience as the Final RETAIL Frontier 11

12 About the Author Mark Marone, PhD Research Consultant, AchieveGlobal Mark Marone, PhD, has more than 15 years of academic and private-sector experience in market research and consulting on issues such as business development, corporate strategy, and customer loyalty. Mark has written extensively on topics in sales strategy and sales best practices, as well as trends in customer service and corporate leadership. He has been a featured speaker and presented research findings at numerous international academic and professional conferences. He earned a PhD from Indiana University and held several academic posts, including adjunct professor of business at the University of South Florida. About AchieveGlobal In the 21st century, the level of human skills will determine organization success. AchieveGlobal provides exceptional development in interpersonal business skills, giving companies the workforce they need for business results. Located in over 40 countries, we offer multi-language, learning-based solutions globally, regionally, and locally. We understand the competition you face. Your success depends on people who have the skills to handle the challenges beyond the reach of technology. We re experts in developing these skills, and it s these skills that turn your strategies into business success in the 21st century. These are things technology can t do. Think. Learn. Solve problems. Listen. Motivate. Explain. People with these skills have a bright future in the 21st century. AchieveGlobal prepares you for that world. World Headquarters 8875 Hidden River Parkway, Suite 400 Tampa, Florida USA Toll Free: Developing the 21st century workforce TM AchieveGlobal, Inc. M01423 v. 1 (09/2013)

Customer Centricity in Banking: Driving Revenue and Loyalty. Developing the 21st century workforce TM

Customer Centricity in Banking: Driving Revenue and Loyalty. Developing the 21st century workforce TM Customer Centricity in Banking: Driving Revenue and Loyalty Developing the 21st century workforce TM In today s hypercompetitive banking environment, most financial-services firms are overlooking the one

More information

Reinventing retail: What Businesses Need to. Walker Sands 2014 Future of Retail Study

Reinventing retail: What Businesses Need to. Walker Sands 2014 Future of Retail Study Reinventing retail: What Businesses Need to Know for 2014 Walker Sands 2014 Future of Retail Study Walker Sands 2014 Future of Retail Study examines changing trends and consumer behaviors in retail. Based

More information

HOW THEY ARE SHOPPING NOW

HOW THEY ARE SHOPPING NOW HOW THEY ARE SHOPPING NOW Current trends and challenges in digital retailing An NCR white paper Are you ready for today s retailing? It s not just about what consumers want to buy. It s about how they

More information

The Customer Experience Series

The Customer Experience Series The Customer Experience Series Training Ensuring stellar service takes its rightful place at the forefront of your efforts to achieve business results Today s customers share their rants and raves around

More information

Customer Journey Lessons Learned. Your Guide to Building Lasting Relationships

Customer Journey Lessons Learned. Your Guide to Building Lasting Relationships Customer Journey Lessons Learned Your Guide to Building Lasting Relationships Customer Journey Lessons Learned Companies that excel in delivering journeys tend to win in the market. - HBR, The Truth About

More information

The Retail Customer Experience Which elements of the shopping experience matter most?

The Retail Customer Experience Which elements of the shopping experience matter most? The Retail Customer Experience Which elements of the shopping experience matter most? September 2015 When it comes to shopping behavior, price is always a key motivator. However, to sustain a customer

More information

Presented In Conjunction With: Feature Sponsor

Presented In Conjunction With: Feature Sponsor Presented In Conjunction With: Feature Sponsor Presented In Conjunction With: The Sale Is The Omni-Channel Retailers have come to realize the channel customers use to make purchases does not matter, because

More information

An RIS News Whitepaper

An RIS News Whitepaper An RIS News Whitepaper The Omnichannel PRODUCED BY There is abundant evidence that the shopper preference for buying online and picking up in a store has become part of mainstream retailing. It is a logical

More information

THE CHANGING RETAIL WORLD The rise and challenges of omnichannel retailing

THE CHANGING RETAIL WORLD The rise and challenges of omnichannel retailing THE CHANGING RETAIL WORLD The rise and challenges of omnichannel retailing WHITEPAPER 2015 CitiXsys. All Rights Reserved. Page: 1 PREFACE The world is constantly evolving and so are the habits of people

More information

Experience Trumps All. Leveraging the Top Trends in Customer Service

Experience Trumps All. Leveraging the Top Trends in Customer Service Experience Trumps All Leveraging the Top Trends in Customer Service Table of Contents 03 The Changing Landscape of Omnichannel Service 05 Trend 1 The Social Media Explosion 07 Trend 2 Device Hopping 09

More information

Online Retail Banking Customer Experience: The Road Ahead

Online Retail Banking Customer Experience: The Road Ahead Universal Banking Solution System Integration Consulting Business Process Outsourcing Customer experience is a key differentiator in banking In recent years, customer experience has caught the imagination

More information

Balancing Multi-Generational Retail Strategies. Millennials, Boomers and the changing retail landscape. August 2015

Balancing Multi-Generational Retail Strategies. Millennials, Boomers and the changing retail landscape. August 2015 Balancing Multi-Generational Retail Strategies Millennials, Boomers and the changing retail landscape August 2015 It is no secret that Baby Boomers are a shopping force and have provided many retailers

More information

Three Ways to Crack the Customer Experience Code

Three Ways to Crack the Customer Experience Code Three Ways to Crack the Customer Experience Code to Drive Higher Retail Sales and Increased Loyalty New Data Highlights the Growing Gap between Shoppers Expectations and Customer Service Experiences The

More information

STUDENT MODULE 8.2 CREDIT CARDS AND ONLINE SHOPPING PAGE 1

STUDENT MODULE 8.2 CREDIT CARDS AND ONLINE SHOPPING PAGE 1 STUDENT MODULE 8.2 CREDIT CARDS AND ONLINE SHOPPING PAGE 1 Standard 8: The student will describe and explain interest, credit cards, and online commerce. Credit Cards: Shopping Online Peter hates to shop,

More information

TABLE OF CONTENTS. 1 Introduction. 2 Top Findings. 3-4 Chapter 1: Who, What, Where & How Much

TABLE OF CONTENTS. 1 Introduction. 2 Top Findings. 3-4 Chapter 1: Who, What, Where & How Much LIGHTSPEED S ANNUAL INDEPENDENT RETAIL TECHNOLOGY ADOPTION REPORT 2016 TABLE OF CONTENTS 1 Introduction 2 Top Findings 3-4 Chapter 1: Who, What, Where & How Much 5 Chapter 2: Shifting Budget Priorities

More information

Why Your Customers Stay or Stray: Insight From Global Customer Experience Research

Why Your Customers Stay or Stray: Insight From Global Customer Experience Research Why Your Customers Stay or Stray: Insight From Global Customer Experience Research W as it really two decades ago that customer experience bubbled up as a business strategy? Then, of course, Apple, Starbucks,

More information

Continuous Customer Dialogues

Continuous Customer Dialogues Continuous Customer Dialogues STRATEGIES FOR GROWTH AND LOYALTY IN MULTI-CHANNEL CUSTOMER-ORIENTED ORGANIZATIONS whitepaper TABLE OF CONTENTS: PAGE Overview...3 The Continuous Customer Dialogue Vision...4

More information

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All

More information

ANALYTICS: SHAPING THE RIGHT CUSTOMER EXPERIENCE

ANALYTICS: SHAPING THE RIGHT CUSTOMER EXPERIENCE EMV Technology: Deploying Soon in the U.S. ANALYTICS: SHAPING THE RIGHT CUSTOMER EXPERIENCE 2010 Mercator Advisory Group, Inc. Clock Tower Place, Suite 420 Maynard, MA 01754 phone: 1(781) 419-1700 e-mail:

More information

3 KEYS TO TRANSFORMING SALES & MARKETING WITH INBOUND MARKETING

3 KEYS TO TRANSFORMING SALES & MARKETING WITH INBOUND MARKETING 3 KEYS TO TRANSFORMING SALES & MARKETING WITH INBOUND MARKETING 2 2011 by Mark Mathson This work is licensed under the Creative Commons Attribution 3.0 United States License. Please feel welcome to share

More information

\ guide. Marketing Software. Buying Signals. Social Search Email Publicity. Visit us at www.vocus.com

\ guide. Marketing Software. Buying Signals. Social Search Email Publicity. Visit us at www.vocus.com \ guide When social media media users users express express a need a need for your for your product product or service, or engaging service, engaging can yield the can biggest yield the marketing biggest

More information

DIGITAL FIRST For Community Financial Institutions

DIGITAL FIRST For Community Financial Institutions DIGITAL FIRST table of contents Chapter 1 Overview: Individual Consumers Chapter 2 Attract: Creating Relationships Chapter 3 Engage: Transactional Touchpoints Chapter 4 Grow: Relevant Offers and Referrals

More information

Online Customer Experience

Online Customer Experience Online Customer Experience What is the experience and how is it difference for frequent and infrequent purchasers, age cohorts and gender groups? Prepared by Jillian Martin and Gary Mortimer for Coles

More information

Smarter Service: The Contact Center of the Future

Smarter Service: The Contact Center of the Future Smarter Service: The Contact Center of the Future Contents 2 The Contact Center of the Future 4 Out with the Old 6 In with the New 8 The Lowest TCO with Cloud-Based Contact Center Solutions 10 Oracle RightNow

More information

On Customer Experience

On Customer Experience 2013 On Customer Experience Benefits. Best Practices. Truths. > Global Speaker > Practicing Customer Experience Designer > Consultant On Customer Experience There s certainly nothing new about focusing

More information

Defining Findability. Get found online to master local search

Defining Findability. Get found online to master local search Defining Findability Get found online to master local search Table of Contents Executive Summary... 3 Standing out in the crowd... 5 Being found makes a difference... 6 In-person sales still reign... 6

More information

THE DIGITAL INFLUENCE: HOW ONLINE RESEARCH PUTS AUTO SHOPPERS IN CONTROL

THE DIGITAL INFLUENCE: HOW ONLINE RESEARCH PUTS AUTO SHOPPERS IN CONTROL THE DIGITAL INFLUENCE: HOW ONLINE RESEARCH PUTS AUTO SHOPPERS IN CONTROL INTRODUCTION MANY AUTO MARKETERS WRESTLE WITH THE QUESTION OF WHETHER THEY RE GETTING THE MOST OUT OF THEIR MARKETING BUDGETS. AFTER

More information

Acquiring new customers is 6x- 7x more expensive than retaining existing customers

Acquiring new customers is 6x- 7x more expensive than retaining existing customers Automated Retention Marketing Enter ecommerce s new best friend. Retention Science offers a platform that leverages big data and machine learning algorithms to maximize customer lifetime value. We automatically

More information

It s about Customer Experience not Customer Service. By Phil Gerbyshak

It s about Customer Experience not Customer Service. By Phil Gerbyshak It s about Customer Experience not Customer Service By Phil Gerbyshak As companies have improved processes and gained greater efficiencies, one key area has suffered: customer experience. Customer experience

More information

The Four Keys to Customer Loyalty

The Four Keys to Customer Loyalty The Four Keys to Customer Loyalty Developing the 21st century workforce TM I ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made

More information

Cisco StyleMe Virtual Fashion Mirror

Cisco StyleMe Virtual Fashion Mirror Cisco StyleMe Virtual Fashion Mirror How New Consumer Behaviors Are Enabling Retailers To Revitalize Their Stores by Combining the Virtual and Physical Worlds Written by Lisa Fretwell Solution Developed

More information

July 2013. TD Bank Checking Experience Index 2013

July 2013. TD Bank Checking Experience Index 2013 July 2013 TD Bank Checking Experience Index 2013 Introduction Methodology TD Bank US wishes to better understand consumers checking account experiences, behaviors and attitudes. The total sample size includes

More information

Lisa Byfield-Green Senior Retail Analyst, Online & Digital. 25 November 2015

Lisa Byfield-Green Senior Retail Analyst, Online & Digital. 25 November 2015 Lisa Byfield-Green Senior Retail Analyst, Online & Digital 25 November 2015 Today s presentation UK channel overview Drivers of growth Future trends Winning strategies for retailers / suppliers Source:

More information

SEPTEMBER 2015 RETAIL ADVERTISING REPORT CARD MAKING THE GRADE IN AN OMNICHANNEL WORLD

SEPTEMBER 2015 RETAIL ADVERTISING REPORT CARD MAKING THE GRADE IN AN OMNICHANNEL WORLD SEPTEMBER 2015 RETAIL ADVERTISING REPORT CARD MAKING THE GRADE IN AN OMNICHANNEL WORLD IS YOUR DIGITAL MARKETING MAKING THE GRADE? A 7% These days, everyone is an omnichannel consumer. We shop in stores,

More information

Driving shopper engagement through digital technology

Driving shopper engagement through digital technology Driving shopper engagement through digital technology Third annual study of the impact of digital technology on the retail landscape. June 2015 The habits of many retail shoppers are changing. Some key

More information

Vodafone Red Paper Getting closer to your customers Issues Change Solution

Vodafone Red Paper Getting closer to your customers Issues Change Solution Issues Change Solution How to get closer to your customers Communicating with customers on their terms Every channel available The Internet enables easier comparison of companies, particularly of price,

More information

BRIDGING THE OMNICHANNEL DIVIDE

BRIDGING THE OMNICHANNEL DIVIDE BRIDGING THE OMNICHANNEL DIVIDE BRIDGING THE OMNICHANNEL DIVIDE While ecommerce is recognized as one of the most exciting opportunities in the Consumer Packaged Goods industry, poised to make up 5% of

More information

CommBank Retail Insights. Edition 1

CommBank Retail Insights. Edition 1 CommBank Retail Insights 1 Contents Welcome 3 Key insights 5 State by state view 6 Online 7 Online retail gaining momentum 8 Transaction sizes up 9 Digital natives drive growth for now 10 Brand loyalty

More information

OMNICHANNEL RETAILING: MAKING MORE DOLLARS, AND MORE SENSE. An NCR White Paper

OMNICHANNEL RETAILING: MAKING MORE DOLLARS, AND MORE SENSE. An NCR White Paper OMNICHANNEL RETAILING: MAKING MORE DOLLARS, AND MORE SENSE An NCR White Paper According to one survey, 80 percent of companies believe they deliver a superior customer experience; yet, only eight percent

More information

Wearable Technology Survey

Wearable Technology Survey Wearable Technology Survey Wearable Tech Survey Section 1.0: What impact will wearable technology have on customer engagement? Brands understand the consumer is empowered with the ability to influence

More information

E-book. Driving Customer Engagement And Loyalty With Social Clienteling

E-book. Driving Customer Engagement And Loyalty With Social Clienteling A E-book Driving Customer Engagement And Loyalty With Social Clienteling Retail success in today s business climate demands dynamic, real-time action and reaction. Companies need to move as fast as their

More information

Three Benefits You Gain by Managing the Customer Journey

Three Benefits You Gain by Managing the Customer Journey Three Benefits You Gain by Managing the Customer Journey TABLE OF CONTENTS Three Benefits to Focusing on CX and Customer Journeys...1 Overcoming Roadblocks on The Path to Great Experiences...4 Keys to

More information

February 2014. Taking the total retail customer experience to the next level

February 2014. Taking the total retail customer experience to the next level February 2014 Taking the total retail customer experience to the next level Taking the total retail customer experience to the next level The face of retail is changing. While brick-and-mortar stores once

More information

Acme Consultants Inc.

Acme Consultants Inc. Sales Aptitude report for: Sally Sample Date taken: Thursday, December 20, 2012 11:42 PM For more information or help reading this report call: 555-234-5678 This report is a tool for the interview process

More information

E- COMMERCE TRENDS FOR

E- COMMERCE TRENDS FOR Welcome to E-Commerce universe! introducing E- COMMERCE TRENDS FOR 2014 Table of contents Introduction...3 M-commerce...5 E-payment development...6 Shipping: free, fast, global...7 Pre-order...8 Targeted

More information

Holiday Readiness Guide: Strategies to Prepare Omni-channel tactics to maximize impact and results during HSS 2015

Holiday Readiness Guide: Strategies to Prepare Omni-channel tactics to maximize impact and results during HSS 2015 Market Track Perspective TM Holiday Readiness Guide: Strategies to Prepare Omni-channel tactics to maximize impact and results during HSS 2015 Market Track s Holiday Readiness Guide In this issue of Market

More information

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers A CHASE PAYMENTECH WHITEPAPER Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers Table Of Contents Changing shopping habits... 3 The multi-channel journey...

More information

TOUGH CUSTOMERS What shoppers really want and what they really don t from their in-store experience

TOUGH CUSTOMERS What shoppers really want and what they really don t from their in-store experience TOUGH CUSTOMERS What shoppers really want and what they really don t from their in-store experience OVERVIEW You can t provide the best possible shopping experience and truly live up to the promise of

More information

NAVIGATING NAVIGATIN MOBILE MARKETING A DEALER S GUIDE TO WINNING SMARTPHONE SHOPPERS

NAVIGATING NAVIGATIN MOBILE MARKETING A DEALER S GUIDE TO WINNING SMARTPHONE SHOPPERS NAVIGATIN NAVIGATING MOBILE MARKETING A DEALER S GUIDE TO WINNING SMARTPHONE SHOPPERS SHOPPERS HAVE ENTERED THE MOBILE FAST LANE TABLE OF CONTENTS Smart mobile devices have changed the game by putting

More information

The Basics of Promoting and Marketing Online

The Basics of Promoting and Marketing Online How to Start Growing Your Business Online The Basics of Promoting and Marketing Online Revision v1.0 Website Services and Web Consulting Where do you see your business? We see it in the cloud How to Start

More information

Social Media Monitoring: Missing the Real Issue

Social Media Monitoring: Missing the Real Issue Social Media Monitoring: Missing the Real Issue White Paper January 2015 We see a lot of companies spending a great deal of money to monitor and respond to comments made on social media outlets. Websites

More information

The. biddible. Guide to AdWords at Christmas

The. biddible. Guide to AdWords at Christmas The biddible. Guide to AdWords at Christmas CONTENTS. Page 2 Important Dates Page 3 & 4 Search Campaigns Page 5 Shopping Campaigns Page 6 Display Campaigns Page 7 & 8 Remarketing Campaigns Page 9 About

More information

LIVE CHAT ANALYTICS & ROI Using analytics to measure the ROI of engagement

LIVE CHAT ANALYTICS & ROI Using analytics to measure the ROI of engagement Using analytics to measure the ROI of engagement Website analytics have evolved a lot since the humble Page View. No longer are decisions on new changes based on guesswork and intuition. Instead, you can

More information

The New Path-To- Purchase The Connected Consumer s Cross- Device Journey

The New Path-To- Purchase The Connected Consumer s Cross- Device Journey A Forrester Consulting Thought Leadership Paper Commissioned By Tapad July 2014 The New Path-To- Purchase The Connected Consumer s Cross- Device Journey Table Of Contents Executive Summary... 1 Today s

More information

Reversing OutMigration Michelle Rathman Batschke Impact! Communications

Reversing OutMigration Michelle Rathman Batschke Impact! Communications Energy, Momentum, Motion Changing Community Perception Strategies for Reversing Outmigration Copyright 2012 by, Inc No part of this presentation can be reproduced or distributed without written consent.

More information

Your Customers Are Demanding Omni-Channel Communications. What Are You Doing About It?

Your Customers Are Demanding Omni-Channel Communications. What Are You Doing About It? A Custom Technology Adoption Profile Commissioned By KANA Software Your Customers Are Demanding Omni-Channel Communications. What Are You Doing About It? Executive Summary Consumers are changing how they

More information

Leveraging Multi-Channel Retailing

Leveraging Multi-Channel Retailing Leveraging Multi-Channel Retailing Overview AN MBS WHITE PAPER By Lissa Napolillo President With the advent of additional channels of purchase and communication, the direct marketing world is full of promise

More information

Major Retailer Leapfrogs E-Commerce Competitors Cisco IBSG Benchmarking Drives Customer Experience

Major Retailer Leapfrogs E-Commerce Competitors Cisco IBSG Benchmarking Drives Customer Experience Major Retailer Leapfrogs E-Commerce Competitors Cisco IBSG Benchmarking Drives Customer Experience Executive Summary CUSTOMER Top-20 Global Retailer INDUSTRY Retail CHALLENGES Needed to upgrade e-commerce

More information

Consumer Satisfaction with Aging & Disability Resource Connection of Oregon: Round 4

Consumer Satisfaction with Aging & Disability Resource Connection of Oregon: Round 4 Final Report 2015 Consumer Satisfaction with Aging & Disability Resource Connection of Oregon: Round 4 Part 4. Options Counseling Submitted to Oregon State Unit on Aging, Department of Human Services Diana

More information

strategies to maximize the effectiveness of your online merchandising and promotions plan

strategies to maximize the effectiveness of your online merchandising and promotions plan WHITE PAPER strategies to maximize the effectiveness of your online merchandising and promotions plan Executive summary Now, more than ever, the lines between corporate sites and online stores are blurring

More information

The Shopatron Omni-Channel Playbook

The Shopatron Omni-Channel Playbook The Shopatron Omni-Channel Playbook The Shopatron Omni-Channel Playbook ecommerce, like football, is all about strategy. The plays you choose and your execution decide whether or not you win the game.

More information

THE MOBILE SHOPPER IS HERE

THE MOBILE SHOPPER IS HERE THE MOBILE SHOPPER IS HERE 88% of Respondents Use Retail Mobile Apps HOW RETAIL MOBILE APPS HAVE SHAKEN UP THE INDUSTRY The way customers shop, browse, and purchase is evolving. Retail sales have become

More information

Crossing The Generational Divide: Providing Customer Service for Today s Consumers

Crossing The Generational Divide: Providing Customer Service for Today s Consumers Crossing The Generational Divide: Providing Customer Service for Today s Consumers Table of Contents Introduction Executive Summary Easy Does It Dial-up Frustrations Optimal Communications Need for Speed

More information

Retail Industry and Mobile Technology

Retail Industry and Mobile Technology Retail Industry and Mobile Technology Contents Overview... 2 Retail in Omni-Channel World... 2 Technology Bridge... 2 Analytics... 3 Controlling the Shopping Experience... 3 Seamless Experience... 3 PCI

More information

WITH PERSONALIZED EMAIL

WITH PERSONALIZED EMAIL A special survey report from the editors of Internet Retailer PUMP UP THE VOLUME WITH PERSONALIZED EMAIL Personalization is a proven strategy for boosting email click-throughs and conversions. In fact,

More information

2014 State of B2B Procurement Study:

2014 State of B2B Procurement Study: Accenture Interactive Point of View Series 2014 State of B2B Procurement Study: Uncovering the Shifting Landscape in B2B Commerce 2014 State of B2B Procurement Study: Uncovering the Shifting Landscape

More information

Marketing Report 2015

Marketing Report 2015 The State of Marketing Report 2015 TABLE OF CONTENTS EXECUTIVE SUMMARY KEY FINDINGS DETAILED INSIGHTS 2 3 6 Meeting Consumer Needs Consumer Channel Preference Marketers Current Workflow How Marketers Workflow

More information

An insight report by Kantar Worldpanel ComTech THE SMARTPHONE PURCHASE EXPERIENCE

An insight report by Kantar Worldpanel ComTech THE SMARTPHONE PURCHASE EXPERIENCE An insight report by Kantar Worldpanel ComTech THE SMARTPHONE PURCHASE EXPERIENCE THE SMARTPHONE PURCHASE EXPERIENCE Introduction As the smartphone market heads towards maturity across the globe, future

More information

Bridging Branding and Strategic Planning A Practical Toolkit

Bridging Branding and Strategic Planning A Practical Toolkit Bridging Branding and Strategic Planning A Practical Toolkit Patricia McQuillan, Sharon Paskowitz, Samantha Taylor and other members of CMA s Branding and Strategic Planning Council Contents Overview 3

More information

FULFILLING EXPECTATIONS: THE HEART OF OMNICHANNEL RETAILING

FULFILLING EXPECTATIONS: THE HEART OF OMNICHANNEL RETAILING FULFILLING EXPECTATIONS: THE HEART OF OMNICHANNEL RETAILING Creating the supply chain visibility, accuracy, control and flexibility retailers need to meet the demanding fulfillment expectations of the

More information

Measuring the Effectiveness of Your Content Marketing

Measuring the Effectiveness of Your Content Marketing Measuring the Effectiveness of Your Content Marketing 1 Measuring the Effectiveness of Your Content Marketing A 5-Step Process to Prove Value and Grow Your Business Measuring the Effectiveness of Your

More information

What your customers want In a world full of contact channels

What your customers want In a world full of contact channels Maintaining the human touch in customer service What your customers want In a world full of contact channels Research by Echo Managed Services - published December 2015 Customer satisfaction in a multi-channel

More information

TOP RETAILERS EMPLOY CREATIVE STRATEGIES FOR A SEAMLESS CUSTOMER EXPERIENCE

TOP RETAILERS EMPLOY CREATIVE STRATEGIES FOR A SEAMLESS CUSTOMER EXPERIENCE TOP RETAILERS EMPLOY CREATIVE STRATEGIES FOR A SEAMLESS CUSTOMER EXPERIENCE Today s Customers Demand a Unified, Differentiated and Personalized Retail Experience Before making a purchase, customers do

More information

BEST BUY SALES INDUCTION

BEST BUY SALES INDUCTION SELLING SKILLS BEST BUY SALES INDUCTION OBJECTIVES Ensure our employees have the confidence and competence to deliver the customer promise. Teach employees how to sell using Best Buy Selling Skills which

More information

Retail Industry Executive Survey

Retail Industry Executive Survey Retail Industry Executive Survey Executive Summary By working closely with hundreds of our retail customers over the past decade, TimeTrade has witnessed a dramatic transformation of the consumer-seller

More information

IMPROVE CUSTOMER EXPERIENCE AND TRUST.

IMPROVE CUSTOMER EXPERIENCE AND TRUST. The right technologies help IMPROVE CUSTOMER EXPERIENCE AND TRUST. 58% of customers say switching banks or insurers isn t difficult. BASED ON RESEARCH FROM Helping the financial industry SOLVE THE CUSTOMER

More information

Monitoring the Online Marketplace

Monitoring the Online Marketplace Market Track s Actionable Insights Monitoring the Online Marketplace Developing a plan to stay on top of fluctuations in products and pricing online Key Questions Do you know how your products are priced

More information

Accenture Business Intelligence for Fashion and Luxury. Creating a Differentiated Customer Experience for Long-term Brand Loyalty

Accenture Business Intelligence for Fashion and Luxury. Creating a Differentiated Customer Experience for Long-term Brand Loyalty Accenture Business Intelligence for Fashion and Luxury Creating a Differentiated Customer Experience for Long-term Brand Loyalty Fashion is inherently an ever-changing industry. Customer preferences fluctuate

More information

Professional and Organizational Development Tools. from Rensselaer Polytechnic Institute. Division of Human Resources

Professional and Organizational Development Tools. from Rensselaer Polytechnic Institute. Division of Human Resources Professional and Organizational Development Tools from Rensselaer Polytechnic Institute Division of Human Resources Curriculum Areas Click on a curriculum area to view course descriptions. Stellar Sales

More information

FOR INDEPENDENT RETAILERS

FOR INDEPENDENT RETAILERS 4 WAYS TO WIN FOR INDEPENDENT RETAILERS MARCH 2014 The 2014 Independent Retail Report Joint Research from LoyaltyOne and the Retail Council of Canada page 1 Facing down the competition means focusing less

More information

Divergent Brand Building Strategies: How Do They Match Up? By Kirk L. Wakefield, PhD

Divergent Brand Building Strategies: How Do They Match Up? By Kirk L. Wakefield, PhD Divergent Brand Building Strategies: How Do They Match Up? By Kirk L. Wakefield, PhD In competitive selling environments, brand identity is an important differentiator for both the sales professional and

More information

Showrooming: Empowering Consumer Electronics Shoppers

Showrooming: Empowering Consumer Electronics Shoppers Showrooming: Empowering Consumer Electronics Shoppers February 20, 2013 1 Contents Introduction and Topline Summary 3 Research Results 6 Appendix 21 2 Introduction and Topline Summary 3 Introduction This

More information

The Path To Sales Effectiveness

The Path To Sales Effectiveness The Path To Sales Effectiveness By Seleste Lunsford, Executive Consultant Developing the 21st century workforce TM Honed through more than 40 years of research and industry experience, AchieveGlobal s

More information

Leadership, Attitude, Performance...making learning pay!

Leadership, Attitude, Performance...making learning pay! AP Leadership, Attitude, Performance...making learning pay! Customer Relations LAP 2 Performance Indicator: CR:016 Know When to Hold Em Nature of Customer Relationship Management Built to last Keep em

More information

6 Steps to creating a Cross Channel Communications Roadmap

6 Steps to creating a Cross Channel Communications Roadmap 6 Steps to creating a Cross Channel Communications Roadmap Identifying the Road Ahead to Cross Channel Marketing Success Darcy Bevelacqua Darcy@Succcess-works.com 917 520-061 6 Steps to Creating a Successful

More information

2013 choicestream survey: CONSUMER OPINIONS on ONLINE ADVERTISING & AUDIENCE TARGETING results & findings

2013 choicestream survey: CONSUMER OPINIONS on ONLINE ADVERTISING & AUDIENCE TARGETING results & findings 2013 choicestream survey: CONSUMER OPINIONS on ONLINE ADVERTISING & AUDIENCE TARGETING results & findings introduction ChoiceStream- the next generation poll driven programmatic media optimization solution

More information

ECOMMERCE FOR BRANDS FOUR WAYS FOR BRANDS TO SELL MORE WITH THEIR WEBSITE

ECOMMERCE FOR BRANDS FOUR WAYS FOR BRANDS TO SELL MORE WITH THEIR WEBSITE ECOMMERCE FOR BRANDS FOUR WAYS FOR BRANDS TO SELL MORE WITH THEIR WEBSITE INTRODUCTION ecommerce is expected to become a $188 billion dollar industry in 2011. While setting up and managing an ecommerce

More information

When did you first build your current ecommerce platform? Or when did you last upgrade or replatform?

When did you first build your current ecommerce platform? Or when did you last upgrade or replatform? Technological advances and social networking continue to transform the online shopping experience. Meanwhile shoppers expectations are set by the best-of-breed ecommerce sites they frequently visit. That

More information

Meeting the Omni-Channel Challenge with In-Store Fulfillment for Retailers

Meeting the Omni-Channel Challenge with In-Store Fulfillment for Retailers Meeting the Omni-Channel Challenge with In-Store Fulfillment for Retailers ABOUT THE AUTHOR CHUCK FUERST DIRECTOR OF PRODUCT STRATEGY Chuck Fuerst is the director of product strategy at HighJump. He has

More information

Leveraging Existing Business Data to Build Effective and Lucrative Omnichannel Retail Experiences

Leveraging Existing Business Data to Build Effective and Lucrative Omnichannel Retail Experiences Most retailers have seen the need to create omnichannel customer experiences. Leveraging Existing Business Data to Build Effective and Lucrative Omnichannel Retail Experiences TECHBLOCKS WHITEPAPER Leveraging

More information

not another omnichannel customer experience whitepaper data convergence paves the way A RETAIL PRO WHITEPAPER www.retailpro.com

not another omnichannel customer experience whitepaper data convergence paves the way A RETAIL PRO WHITEPAPER www.retailpro.com not another omnichannel customer experience whitepaper data convergence paves the way A RETAIL PRO WHITEPAPER contents 03 not another customer experience whitepaper 04 omnichannel =? 05 omnichannel = customer

More information

Resetting digital strategy in Australia: Delivering what customers really want

Resetting digital strategy in Australia: Delivering what customers really want Resetting digital strategy in Australia: Delivering what customers really want Digital strategies in Australian financial services By Peter Stumbles and Gary Turner Peter Stumbles is a Sydney-based partner

More information

The New Era of Customer Loyalty Management

The New Era of Customer Loyalty Management Marketing Practice The New Era of Customer Loyalty Management Opportunities to Create Profitable Growth Overview We are now poised to enter a new era of loyalty management in which winning companies will

More information

Are you ready to improve patient satisfaction and increase revenue?

Are you ready to improve patient satisfaction and increase revenue? Are you ready to improve patient satisfaction and increase revenue? NCR U.S. Consumer Research reveals that patients want self-service to manage healthcare interactions. An NCR White Paper 2009 Experience

More information

Turbocharge Your Email Marketing Through Better Transactional Messages

Turbocharge Your Email Marketing Through Better Transactional Messages Turbocharge Your Email Marketing Through Better Turbocharge Your Email Marketing Through Better How to Use Everyday Transactional Emails for Greater Customer Experiences and More Revenue $ option #3 option

More information

SOLVING OUT-OF-STOCKS FOR GOOD

SOLVING OUT-OF-STOCKS FOR GOOD SOLVING OUT-OF-STOCKS FOR GOOD 40 HOW A FEW THOUSAND DOLLARS OF TECHNOLOGY CAN BOOST REVENUE UP TO 10% Kurt Salmon consumer research shows that 50% to 60% of out-of-stocks result in lost sales consumers

More information

Spa Success Tips to Enhance Every Aspect of Your Customer Experience

Spa Success Tips to Enhance Every Aspect of Your Customer Experience 50 Spa Success Tips to Enhance Every Aspect of Your Customer Experience Reward your customers with loyalty points based on actions like purchases of products or services. Track customers activities and

More information

What s ahead for online grocery?

What s ahead for online grocery? What s ahead for online grocery? Growth forecast and implications October 2014 By Steve Bishop Co- founder and Managing Director, Brick Meets Click Brick Meets Click helps organizations understand, plan

More information

Be Direct: Why A Direct-To- Consumer Online Channel Is Right For Your Business

Be Direct: Why A Direct-To- Consumer Online Channel Is Right For Your Business A Forrester Consulting Thought Leadership Paper Commissioned By Digital River May 2014 Be Direct: Why A Direct-To- Consumer Online Channel Is Right For Your Business 1 Table Of Contents Executive Summary...2

More information