Significant disruption across industries, fueled by the rising influence of the empowered consumer, continues to exert pressure on businesses to deliver differentiated and consistent experiences across the entirety of the customer journey. In effect, this is forcing the evolution of the entire technology stack and organizational culture in order to enable real-time, contextually relevant experiences.
https://go.451research.com/download-2020-customer-experience-commerce-preview-report.html?&utm_campaign=2020_preview&utm_source=trending_topics&utm_medium=website&utm_content=marketing_content&utm_term=2020_trends/
In 2020, an optimized digital customer experience can tip the balance toward gaining a purchase instead of losing a customer. Excellent CX has transitioned firmly from something nice to have to a business requirement.
No matter how good a product or service is, the e-commerce Web and mobile design surrounding it will play a key role in maintaining engagement and ensuring consumers complete their shopping journey.
http://crmbuyer.com/story/86449.html/
In B2B e-commerce you must focus on your online tactics and technology, bringing in new customers, and keeping the existing ones happy. You also have to maintain an optimal revenue mix of new and repeat customers, to boost business growth and achieve sales goals. We discuss five B2B e-commerce tips to boost sales and increase repeat customers.
https://www.martechadvisor.com/articles/ecommerce/improve-b2b-e-commerce-sales-and-increase-repeat-customers/
Ninety-one per cent of retailers expect online revenue growth this year, and are focusing on personalisation, mobile and customer experience, according to a new report by SLI Systems.
The 2018 E-commerce Performance Indicators and Confidence (EPIC) report highlights focus areas for the year, areas of investment and analyses how mobile initiatives have been used since the year prior.
https://www.insideretail.com.au/news/most-retailers-expecting-online-revenue-growth-201808/
The life of an e-commerce manager can get a bit hectic with running reports, balancing resources, long hours at the office and marketing campaigns designed to hit the target with the right message.
Between balancing all of these responsibilities, it’s easy to forget about the most important step; the customer’s experience.
https://www.technative.io/customer-experience-optimization-the-online-customer-deserves-the-right-experience/
De Bijenkorf, a renowned retail brand within the Netherlands known for its premium and personal service in stores, has had an offline presence for almost 150 years. It sells products such as clothing, footwear, bedding, furniture, jewelry and much more. The Bijenkorf website is an extension of their offline presence which enables their brand to reach all of Holland and Belgium. De Bijenkorfs online vision is to offer an online shopping experience that matches its premium standard provided to customers in stores.
https://mopinion.com/customer-success-story-de-bijenkorf/
No matter how loyal shoppers may be to certain retailers, online shopping can test even the most dedicated brand ambassadors. Those warm and fuzzy feelings shoppers have for favorite stores or designers often evaporate when the dire need for lowest price, fastest shipping, and special sizes outweigh the emotional bond a shopper may have with a particular company.
Let’s face it: Customer loyalty is always fleeting. And during peak seasons, it can be doubly easy to lose and much harder to gain.
https://www.bizjournals.com/charlotte/news/2018/08/15/can-brand-loyalty-survive-online-shopping.html/
E-commerce business models are undergoing a dramatic shift. Initially businesses relied on consumers to do the 'heavy lifting' to discover the product and to make the purchase decision. The vendor's role was to ensure that the product was discoverable and — most importantly — available at the geographic location where the transaction potentially would take place.
https://www.retailcustomerexperience.com/blogs/digital-transformation-driving-the-personalized-retail-customer-experience/
In recent years, I’ve noticed my online shopping experiences have become more personalized. The data that online retailers have collected on me has been used to sell me the appropriate products at the appropriate time, creating an enhanced shopper journey. However, this trend has only occurred online and not in physical brick-and-mortar stores. So how do offline retailers adapt? During a recent panel discussion at the 2018 GMA Leadership Forum, this topic was discussed in-depth by retail industry thought leaders.
https://www.smartbrief.com/original/2018/08/innovating-customer-experience/
Fifty-five percent of consumers turn to Amazon first when looking for products online. Now that’s a sizeable number of your potential customers. It also means that on-site search influences offline sales as customers search, compare, gather, and evaluate information before making the final purchase. Ergo, it’s important that your brand is discoverable when customers are searching for your brand on-site. These are some of the things that brands should implement to boost sales on-site...
https://yourstory.com/2018/07/boost-on-site-sales-ecommerce-platform/
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