I’m qualified to statisfy you

I think that’s what Barry White sang. I have been known to mishear lyrics. Perhaps the Walrus of Love studied for a degree in Analytics and Data Science before devoting his career full-time to wooing ladies with his sonorous baritone.

It’s entirely likely. He loved a good round-up of the most interesting online marketing stats as much as the next person, and hopefully that next person is you.

UK retailers failing at email customer service, but improving on Twitter

UK retailers are failing consumers when it comes to customer service, with email performance worsening since 2014. The average time to answer an email has risen to 43 hours 52 minutes, up eight hours on 2014. 

Overall just over half (55%) of routine questions asked via the email, Twitter and web channels were answered by the retailers surveyed. 

The 2015 Eptica Retail Multichannel Customer Experience Study, also found that:

  • Twitter performance has improved, with 43% of tweeted questions answered successfully, in an average of four hours and five minutes
  • The web is the best channel to get answers, with 65% of questions answered online (up 5% since 2014)
  • Retailers could answer 58% of questions asked via email, down from 63% in 2014. This was despite 98% providing email contact details to consumers.
  • There is a developing gulf between best and worst. 20% of retailers answered nine or 10 questions on the web, while 33% scored 5 or fewer
  • Retailers are failing to consistently offer web chat – while 25% claimed to offer it, just 5% of companies had it working when tested
  • Entertainment retailers were the worst sector for responses, answering just 33% of questions asked via email, the web and Twitter. In contrast consumer electronics retailers answered 67% of questions across these channels

Volume of data can be too much for some organisations

As featured in our Ensighten-sponsored Customer Experience Optimization report, the inability to manage or maximize their data is proving to be a barrier for many organisations, and there is a clear gap in resources that must be addressed. 

Q: What is preventing you / your clients from optimising customer experiences as effectively as you / they would like to?

51% of companies cite insufficient resources (including budget and staff) as a significant barrier to optimising customer experiences.

The second most common obstacle to customer experience optimization was data quality, with 44% of companies raising this as an issue.

WeChat Vs WhatsApp

In December 2013, KRDS designed a ranking of the world’s top 10 instant messaging apps. WeChat was then the world’s leading instant messaging app in the world, followed closely by WhatsApp.

In almost a year and a half, the trend has reversed and WhatsApp has overpassed the Chinese app. KRDS has created the following infographic in order to show its findings.

Click below for a larger version.

Why Facebook's peer to peer payments could accelerate mobile payments

According the Walker Sands 2015 Future of Retail Study, Facebook has the opportunity to change consumer concerns over mobile payments.

  • Cash use continues to be on the decline – only 11% of consumers have paid for something in cash in the past day and 59% of consumers carry less than $20 in their pocket. 
  • Consumers are waiting for a trusted source – while only 4% have used Apply Pay, 18% say its introduction makes them more likely to make a purchase with their smartphone in the next year. The number rises to 36% when asking Apple users. 
  • Younger consumers are looking for the convenience of peer-to-peer payments. Half of consumers ages 18-25 say they are likely to exchange money with a friend or colleague via a mobile application such as Venmo, QuickPay, etc. in at least one payment scenario, compared to only 19% of those ages 46-60.
  • However, there’s no major loyalty yet to mobile payments: 2% have used Venmo and 16% have used banking applications, such as QuickPay, to transfer funds. 
  • Consumers are most likely to use mobile payment applications for social events (and Facebook is a social tool): Restaurants (24%) and bars (17%) were the most popular reasons consumers cited for using peer-to-peer applications. 

Spend on Facebook mobile app ads jumps 235% while CTR falls as competition increases

Global advertisers who use Facebook mobile app adverts to promote and drive downloads of mobile apps from Google Play and the Apple app stores increased their spend on this ad unit over 2014, with monthly spend rising 235% in December compared with January, according to Kenshoo’s App Marketing Summit.  

Impressions for these ads went up by 65% during the year while installs of mobile apps from the ads increased by 182%.

At the same time click-through rate (CTR) on Facebook mobile app ads fell by 27% over the year, indicating the greater competition for clicks in this sector as more companies advertise their ecommerce (including retail), gaming and consumer apps.

27% of web traffic is malicious and non-human

Recent data published by Statista, as featured in our latest version of the Internet Statistics Compendium, analysed 1.5bn visits across 20,000 global sites to see how much web traffic was human and what proportion was computer generated.

It might be surprising to some that most of the web traffic they analysed was in fact not generated by real users. 44% came from human site visitors, while the remaining 56% was considered non-human.

Of course, not all non-human traffic is untrustworthy or insecure. According to Statista’s data, however, half of non-human traffic is potentially malicious with a majority of that likely to be impersonators – bots faking sentience and striving to get users to click dodgy links.

Non-marketing stat of the week

55% of British workers say they never take a lunch break. Come on 45% this isn’t the 80s anymore. Lunch is awesome! Go and eat a nice Ploughman’s with some chunky white bread. You deserve it.

SXSW attracted 635,000 social mentions

We Are Social uncovered the following data around SXSW’s social discussion.

Conversation volumes:

  • Since the event started on 13/3/2015 there have been 635k online mentions of SXSW
  • 98% of mentions have occurred on Twitter
  • Daily mentions of SXSW have averaged 203k
  • 74% of conversations originating from US-based Twitter accounts, followed by 5% from UK-based accounts and 4% from Canadian-based accounts

Notable hashtags being used during the event:

  • #sxsw - 388k, 62%
  • #sxsw2015 - 23k, 4%
  • #meerkat - 8k, 1%
  • #sxswi - 7k, 1%
  • #startup - 6k, 1%
  • #sxswinteractive - 6k, 1%
  • #socialmedia - 5k, 1%
  • #entrepreneur - 5k, 1%
  • #marketing - 5k, 1%
  • #3d - 4k, 1%
  • #twitch - 4k, 1%
  • #videogames - 4k, 1%
  • #3dprinter - 4k, 1%

The Big Data bang

Here is Sociomantic Labs infographic tracing the journey towards programmatic marketing.

Click on the image below to see the full-length version.

Reputable brand names voted top influence in British consumers’ store preferences

TrustedLoyaltyPartners.co.uk polled 1,642 British consumers on their shopping habits, asking ‘what are the biggest influences behind your store preferences i.e. where you most prefer to shop?’ to which the majority of respondents (34%) indicated that it was because of the store’s ‘reputable brand name’. 

A further 26% indicated that a store’s ‘loyalty schemes’ draw them into stores, whilst 17% of those polled prefer stores due to their ‘discounts available’. 

Although 14% of respondents revealed that they visited stores due to ‘recent advertising’, only 9% of respondents stated that they were influenced by ‘social media campaigns’.

The majority of UK shoppers feel they ‘can trust big brands’ (81%). 73% of respondents who selected ‘loyalty schemes’ revealed they did so because they ‘got additional benefits compared to shopping in rival stores’.

They were also asked ‘When shopping online, what drives you to visit particular retailers’ websites?’ The answers are as follows:

  • Social Media Interaction – 38%
  • Online Advertising – 23%
  • Discounts – 15%
  • Loyalty Schemes – 12%
  • Broadcast Advertising – 7%

Non-marketing infographic of the week

Welcome to the Ultimate Infographic Guide to Spices courtesy of Cooksmarts. Don’t know what the heck to do with that three-year old jar of za’tar at the back of your cupboard? Well you should probably throw it out, but then buy a new jar and rub it on some lamb.

Click below for the expanded infographic and further versions based on various blends and cuisines.

For loads more up-to-date statistics…

Download Econsultancy’s Internet Statistics Compendium, a collection of the most recent statistics and market data publicly available on online marketing, ecommerce, the internet and related digital media.

It’s updated monthly and covers 11 different topics from advertising, content, customer experience, mobile, ecommerce and social. 

Christopher Ratcliff

Published 20 March, 2015 by Christopher Ratcliff

Christopher Ratcliff is the editor of Methods Unsound. He was the Deputy Editor of Econsultancy. You can follow him on Twitter or connect via Google+ and LinkedIn

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