Last week saw the unveiling of the now traditional John Lewis Christmas ad, which this year comes with an added helping of cheese and schmaltz.
Despite the fact it stars a cartoon bear and a hare, it would appear the ad is set to break previous John Lewis ad records, at least in social media terms.
In the 24 hours after it was launched the ad was mentioned in 49,152 tweets, of which only 16% were negative. This is more than double the 21,027 mentions that last year’s ad picked up in the same time frame.
Amazon has topped yet another usability survey after delivering a consistently excellent customer experience across its desktop and mobile platforms.
House of Fraser came a close second followed by Marks & Spencer, Debenhams and Interflora.
The report from eDigitalResearch consists of user surveys that analysed the customer experience provided by 19 retail brands across three digital channels – desktop, mobile web and apps.
It covered six different sections of each site, including the homepage, search, navigation, product pages, shopping basket and checkout.
Registration and accounts on ecommerce sites have plenty of pros and cons. On the one hand, they can be handy for retention and easy repeat purchases, but they can be a barrier.
They can present a particular problem on mobile especially if shoppers have forgotten login details from previous purchases.
To illustrate this point, here's an example from the M&S mobile site, one which must be causing a number of abandoned purchases.
Around this time last year I wrote a post looking at which of the top 10 UK retailers use Pinterest.
Back then Pinterest was the new kid on the block with bags of potential for building brand identity and driving sales.
To find out whether those brands have persisted with Pinterest or decided the grass is greener over on Google+, I’ve revisited the same retailers to see whether they still use the network and how their strategies have altered.
The findings are below, but for more information on this topic check out our Pinterest for Business Report or our blog post on how the top 10 US retailers use Pinterest...
In digital marketing terms QR codes seem to have been around for ages, yet it’s still much easier to find examples of brands using the technology badly than it is to highlight instances that deliver a decent user experience.
A few months ago I flagged up a Toyota print ad as a good example of how to use QR codes to deliver a fun and engaging mobile experience and I’ve since been on the look out for similar campaigns.
As with all new technologies it is quite easy to dismiss QR codes as a passing fad, particularly as user uptake has been quite slow.
However a survey published today by Nielsen shows that 18% of UK consumers regularly use a QR or barcode scanner, so there may be life in the old dog yet.
Marks & Spencer certainly seems to think so, as it has placed a large QR code in the centre of its Mother’s Day window display in Brixton (you can scan the same code above), and potentially in its other stores around the country.
Marks & Spencer offers the best multichannel customer experience across three digital channels, according to a report published by eDigitalResearch.
The eChannel Benchmark evaluated 14 retail brands that have mobile optimised sites and apps as well as a desktop site to find out which offered the most consistent customer experience.
M&S came top with an average score of 86% across the three channels, followed by Amazon (85%), Topshop (84%) and House of Fraser (84%).
The report analyses several different criteria, including the homepage, on-site search, navigation, product pages, shopping basket and checkout.
Here we look in more detail at the search, product page and checkout sections...
M&S is testing an array of digital goodies in its new Cheshire Oaks store in a move which demonstrates the range of tactics multichannel retailers can use to enhance the shopping experience.
The new store will use high definition TV screens to showcase products, staff equipped with iPads, virtual counters, lots of QR codes and free wi-fi.
It's a smart move from M&S, and indicates that the retailer is well aware of the need for the high street to adapt to the challenges posed by the web.
M&S has become the first UK retailer to launch an app for Samsung’s connected TV range.
The app will showcase products ranges but has no transactional capability, though a spokesman for Samsung said that an e-commerce function may be added in future.
On the way into the office today I noticed a bunch of tweets along the lines of 'Interflora wins EU PPC case vs M&S'.
I have just read the ruling in full, and I don’t interpret it as a win at all, but there are some key takeaways that you need to be aware of if your brand is involved in bidding on competitor trademarks.
Marks & Spencer has just made its first move into mobile commerce, and unlike some other UK retailers, it has opted for a mobile website rather than an app.
M&S says this is a 'major step forward in mobile retailing', a move which will change the mobile retail landscape.
I've been trying the new site out (on an iPhone), and though it's generally impressive, M&S may want to make a few changes to make the checkout smoother...