Look at this infographic to see what makes online shoppers happy or unhappy with their shopping experiences.
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The Online Shopper’s Road to Happiness — Or Unhappiness
Posted in Online Retailing, Part 1: Overview/Planning, Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 3: Targeting Customers and Gathering Information, Part 7: Communicating with the Customer
Tagged ComScore, customer expectations, customer loyalty, customer service, experiential retailing, infographic, merchandising, mobile shopping, multichannel, online, online shopping, retail analytics, shopping, social media, UPS
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Global Retail: The Future of Digital
The digital era is booming globally for retailers and their customers.
Retail Touchpoints reports that: “As many as 90% of consumers say they trust online recommendations for products; and up to 25% of social media shoppers say they use social channels to finalize purchases. To meet the demand of these digitally connected social and mobile shoppers, retailers must strive to deliver a consistent brand message across all available channels. This infographic, courtesy of ExactTarget, highlights the evolution of the purchase journey, current trends in mobile use among consumers, as well as the growing influence of Big Data.”
Posted in Global Retailing, Part 1: Overview/Planning, Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 3: Targeting Customers and Gathering Information, Part 5: Managing a Retail Business, Part 6: Merchandise Management and Pricing, Part 7: Communicating with the Customer, Part 8: Putting It All Together, Social Media and Retailing, Technology in Retailing
Tagged customer expectations, customer service, ExactTarget, experiential retailing, global, infographic, multichannel, online shopping, opportunity, planning, Retail Touchpoints, social media, technology, trends
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Technology Trends and Retailing
According to a report by consulting firm KPMG:
“Know thy customer. Know thyself. Surely seems simple enough. Yet, as our 2013 Retail Industry Outlook survey confirms, in today’s ever-evolving and dynamically changing retail industry, traditional business models and customer segments can no longer be taken for granted. Technology has blurred the lines and created a retail industry open for business anytime, anywhere, and in any way the customer prefers to shop. The possibilities for effectively engaging consumers are limited only by imagination, and each advance in new technology brings excitement and anticipation of a brighter future for the retail industry.”
“As evidenced by our survey results, most executives realize that technology is paramount to driving growth and enhancing customer engagement. With consumer behavior, spending, and demographic profiles changing so rapidly, it is absolutely critical for companies to adopt an ‘omnichannel’ approach, utilizing all the touch points at their disposal, including brick-and-mortar stores, online, and mobile to engage consumers. Social media and mobile technologies are certainly accelerating the rate of change, and there is a significant increase in their use to explore new ways of doing business and reaching more customers. Smart retailers are wasting little time in seizing strategic opportunities to seamlessly integrate their physical and virtual channels in an effort to personalize customer experiences.”
Posted in Part 3: Targeting Customers and Gathering Information, Part 5: Managing a Retail Business, Part 6: Merchandise Management and Pricing, Part 7: Communicating with the Customer, Technology in Retailing
Tagged customer expectations, information, KPMG, merchandising, multichannel, online shopping, opportunity, planning, research, shopping, technology, trends
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Retailing: From A to Z 