Based on the preliminary consumer shopping data from the Answers Experience Index: 2014 U.S. Retail Report, Amazon is once again leading in online customer satisfaction. But its leadership is eroding. Here’s a look at who’s gaining on Amazon, and other key findings on holiday season behavior.
As retailers prepare for the crucial holiday shopping season, many could be driving customers away by promoting irrelevant products, failing to build customer relationships through intelligent follow-up, and ignoring consumer preferences on end-to-end order tracking. Here’s a look at why 74% on online retailers fail to build customer relationships that drive repeat purchases.
If the Watch does catch on, and creates a monopoly of the market as some have predicted, brands across the globe will need to step up to the challenge of the newest marketing channel – the wrist.
As much as they’d like to believe otherwise, brands don’t interact with their customers in the way likable people interact with people. So how should a brand act more like a likable person?
The growing prevalence of in-store technology is changing the game and revolutionizing customer communication, order fulfillment and beyond. One of the latest technologies to shake things up is beacons.
With consumers dictating how, when and where they engage with retailers, marketers have less control over brand communication than ever before, making personalization key to delivering the most effective customer experiences at every touch point.
Personalization in retail has become so established that many retailers have embraced approaches that are good enough.
Delivering a consistently stellar customer experience continues to fuel changes in how merchants get items from point of sale to the doorstep.
Traditional algorithms like “bought this, bought that” and “viewed this, bought that” are getting old. And, although Amazon has branched out from this strategy a bit with different wording, it’s the same idea.
Last holiday season, online retailers focused on streamlining the shopping experience so consumers could more easily find what they were looking for. So how can retailers build on this momentum? By taking the customer relationship one step further and getting inside the customer’s inner circle of trust as one of their “best friend brands.”