2013 will be the biggest online Christmas shopping year in history, many expecting the £10bn mark to be passed.
With the opportunity inherent, companies face challenges, from shipping to staffing.
But during and after the sales are made, customer service becomes one of the main headaches for companies. If an omnichannel strategy is missing, cue disappointed and increasingly vocal customers.
The customer service expectations of consumers in the UK and beyond has been revealed by Zendesk in a study polling 7,000 people in seven countries. The participants were aged 18-64, with 1,000 surveyed in each of the U.K, U.S., Australia, Brazil, France, Germany and Japan.
The data suggest that British customers demand the highest-levels of customer service in Europe. The data also reveal much about preferred communication channels and what good customer service can do for a brand.
Online giving is growing, and year-on-year the role social media plays in fundraising and marketing increases.
Online, particularly social, is already important, with 47% of Americans learning about a particular cause via an online channel.
Trevor Neilson of the Global Philanthropy Group states, “in the next two years, social media will become the primary way that Americans give money to charity.”
So with online proving so important, who is doing what with content online in the charity sector? Here are three organisations with quite different approaches, detailed in Aegis Media and Social Misfits Media’s new guide to social and content for charities.
For some arts organisations, the array of platforms and devices in digital is bewildering.
For small organisations, perhaps a theatre group, how is awareness and ultimately ticket sales to be improved? Beyond this, the prospect of actually engaging and collaborating via digital media can be daunting or perhaps feel like a pipe dream.
And for large arts organisations, how easy is it to compete with big brands, or big online-first non-profits such as the Khan Academy, when it comes to education and engagement online? Is a multi-pronged mobile strategy, featuring a number of apps and a responsive website, the best approach?
Lots of questions! In this post I'm framing a talk I gave for IT4ARTS last week, at the Barbican. I've given some background and fleshed out the challenge for the arts, in digital and on mobile.
I've also reviewed a number of mobile apps, looking in particular at the Tate, and there are also some references and jumping-off points to talks by those working and innovating at museums and galleries.
This week we’ve got some really juicy stats from Tesco, John Lewis’ Bear and Hare, Facebook and other more prosaic but useful numbers on mobile and retail.
Get stuck in and please send through any interesting titbits that may be worthy of inclusion next week.
For more stats, check out Econsultancy's Internet Statistics Compendium.
This week, a few marketing bits and bobs have made it into Econsultancy's anti-format round-up of crazy stuff from the web.
Don't let that deter you good souls from taking a great big draught from our interweb chalice. Drink it down, there's a good boy.
Of course, refer back to our regular blog content and research if you want some serious best practice advice.
I recently wrote a round-up post on the fairly new phenomenon by 'buy to give' ecommerce sites. One of the featured sites was MyGoodness.com.
I've been talking to its founders to find out more about its founding ethos and the future of the platform.
Will buy-to-give become a larger part of charities' efforts and charitable 'donations', as the consumer urge continues unabated?
Content marketing has only a loose definition; some think of it as informational content added to a website to improve search ranking, others see it as a way to drive traffic to a website from social.
Going a little further, many brands select a content niche that often has little direct relation to their products. Creating content like this often isn’t enough; at this stage, content marketing moves into sponsorship, patronage, charity, brand association and media ownership on a scale most brands only dream of.
So who is taking content to the next level, and what scale are we talking about?
Every so often a customer or user encounters a process, or experiences an interaction, that makes them feel all 1990s.
It makes them feel like the whole world has moved on, leaving only them, stuck, trying to find a black biro, or trying to communicate with a customer services department.
On the Econsultancy blog, there's been much talk of digital transformation. One of the most startling changes, cross-sector, is the almost complete agreement that web operations must be completely customer focused, as should the rest of business be.
So when, at Econsultancy, we receive the occasional notice of a disputed payment from a Barclaycard or AmEx customer (as do most online businesses), asking me to fax or post back information, I rant and tramp around the office, shouting 'can't we just ****** email it?!'
Why do we have to do this? Is this an indicator of a false dawn; an indicator of how far we have to go until the customer is the number one priority?
Ok, this is going to be a boring article about faxes, but at the heart of it is the 21st Century assertion that 'you must be where your customers are'.
Ryanair was, and is, famous for many reasons; cheap flights, luggage restrictions, perceived sexism, a crazy boss, a refreshing approach to PR, and the list goes on.
But perhaps Ryanair was most famous as the poster child for the upsell, and the doyen of poor UX.
All this might sound harsh, but it is thankfully all changing. Michael O'Leary has been all over Twitter recently talking about forthcoming improvements, particularly to the web, and luggage restrictions, too.
And today, via its Twitter account, Ryanair announced the first stage of its website rebuild, the homepage, is now live.
This week, Econsultancy's anti-format of useless stuff from the web is as varied as it's ever been.
We travel from the Alsace to Stockton, and meet Nicolas Cage and Larry David, among others.
When you're done here, of course, sip again from the warm broth of our reports and blog.
But for now, stay awhile, for it's so cold outside.