How many times have you been into a physical retail store wanting to purchase a product, but needed a question answered first?
As soon as you begin looking for help, you find an employee who provides a response giving you the confidence to purchase. This is usually a great experience.
But, what about the same scenario, only this time there are no employees around to help?
Almost half (49%) of UK consumers think personalisation is important, however there are conflicting views as to what actually constitutes a personalised service.
The Oracle report, which surveyed 538 UK adults, asked respondents what they define as good and bad service, with reference to both online and offline retail.
It also asked how respondents define personalisation, with 40% saying it meant receiving offers/discounts to their smartphone based on their preferences while not in-store, while just over a third (36%) said it meant receiving the same type of offers while in-store.
A further 29% said they thought it meant being able to access a single shopping basket across channels.
I have previously investigated which of the top UK retailers offer a single shopping basket across different channels and found that only Amazon, M&S and Tesco currently join up their mobile apps and desktop sites in this way.
A quick look at revenue growth over three years shows that companies loved by their clients grew more than twice as fast as Super Bowl advertisers.
The NFL has built one of the smartest businesses in broadcasting. In an otherwise fractured media landscape, its weekly games routinely top viewership ratings. CBS, NBC and Fox all carry its games – showing meaningful brands are more influential than the undifferentiated reach of networks.
But it’s the Super Bowl that is the NFL’s finale. In 1967, a thirty second ad in Super Bowl I sold for $40,000; today that same spot costs $3.7 million.
Forbes points out that this growth record beats the S&P 500 (10.3% to 6.3%), and that it has been more consistent than the rise of stock prices over the same period.
Online shoppers expect to receive assistance within five minutes, otherwise will either head elsewhere or abandon a purchase altogether.
This stat comes from LivePerson's Connecting with Consumers report, which is based on a survey of more than 5,700 online consumers from the UK, USA, Australia, France, Germany and Italy.
The report contains some interesting stats. Here are a few highlights...
For many years since its release, the Android OS has been behaving like a teenager in the grip of raging hormones. Growth has been nothing short of explosive and the changes have been sweeping and profound.
With the release of Ice-Cream Sandwich OS, the UI standards and design elements have changed dramatically and the platform has really matured and even stabilized somewhat.
Nevertheless, the OS has retained it’s rebellious hacker DNA with unique features that are authentically Android.
Words are the most important tool marketers and ad men have. To prove it, I’ll show you a picture.
The chart beneath the Bee Gees shows that 60% of people prefer a ‘print experience’ to something ‘whizzy’, on a tablet app.
Obviously, 'print-like' doesn't just mean words, it also refers to typography and, to some extent, pictures. However, in this post I'll be focusing on copywriting, on an achingly small scale.
I'll be highlighting titbits of copy that are done well, in keeping with a company's brand, and make a web experience enjoyable, as well as some that aren't so good.
In the spirit of new media, I’m calling this ‘micro-copy’. And, to the dismay of the A/B testers, I’ll posit that some of my examples are qualitatively ‘better’ than others.
Mobile commerce has grown like no other form of retailing, and some retailers are even going that one step further to make buying via a smartphone or mobile a completely different experience.
In this post, I'll explore the ways in which m-commerce is making waves, and what 2013 holds in store.
Here are some of the most interesting digital marketing stats we've seen this week.
Stats include content marketing, mobile payments, US online holiday spending, Google search trends and more.
For more digital marketing stats, check out our Internet Statistics Compendium.
As e-commerce becomes an increasingly overcrowded marketplace dominated by a handful of major brands, businesses are having to think of new ways to stand out from the crowd and attract new customers.
Previously it was commonly assumed that price was the best way to beat the competition, but that just results in a self-defeating race to the bottom.
Instead, businesses are now focusing on the customer experience as a way of differentiating themselves. It's a subject our CEO Ashely Friedlein recently debated in a post looking at whether CMOs should actually be aspiring to become chief experience officers.
And a new survey from Oracle adds weight to the argument that the customer experience is of paramount importance online.
It’s a common sight to see Amazon perched at the top of consumer satisfaction surveys thanks largely to its speedy delivery and massive product range.
But a new survey suggests that it’s not just Amazon that’s delivering an excellent online shopping experience.
In fact, the Nunwood report shows that supermarket customers gave the online experience scores which were higher by an average of 3.9%.
Across the wider non-food retail sector, customers that had interacted with a brand purely online gave the experience on average a 5% higher score than those who had experienced the same brand purely in-store.