It's becoming harder and harder to persuade customers to give us their personal data. Are they more worried about privacy and security post-Snowden?
Are they wary that we marketers will relentlessly spam them once we have their details? Do they find it too difficult to do the data entry on the mobile devices they are increasingly using?
According to recent TRUSTe research 60% of people say they are more concerned about security now than they were a year ago.
It turns out that businesses sharing personal information with other companies (60%) and tracking online behaviour to show targeted ads and content (54%) were the two largest causes of increased online privacy concerns.
And yet there is also plenty of research to show that consumers appreciate personalisation and customisation. According to Adobe’s 'State of Online Advertising' last year, 88% of those surveyed in the EU were neutral or positive about customisation; this figure rose to 94% for the US.
So we face a tough challenge as marketers, as customers seemingly want the benefits of customisation but without giving up any personal data...
In order to thrive in the modern age of multichannel retailing brands have to be aware of the relationship between their offline and online sales channels.
Smart retailers such as John Lewis, B&Q and Marks & Spencer already partly attribute online sales to their brick-and-mortar stores as it’s naive to think that people buying through ecommerce haven’t been in-store for product research at some point.
A survey published by eBay gives a new insight into the relationship between offline and online retail by asking respondents about the channels they used to research a specific purchase.
In both the UK and Germany around a third of consumers used multiple channels during their purchase journey, including 31% of consumers who visited a store before buying online and 34% of consumers who did online research before a recent in-store purchase.
Online holiday bookings at a record high. According to the latest ITB World Travel Trends Report, 65% of all holidays are now booked online, compared to just 24% that are booked via travel agencies.
Mobile travel bookings are also on the rise, with one in five UK holiday-makers now booking holidays using a mobile device, according to a recent survey by Tradedoubler Insight Unit.
As competition moves from the high street to digital channels, it’s now more important than ever for online travel operators to ensure customers have the best possible experience across all channels.
Broken links, payment problems, poor navigation and a lack of information can force customers to competitors’ sites, ultimately losing business. To avoid this, online travel operators need to take action fast.
Various cart abandonment surveys conclude that around 25% of online customers abandon their cart due to out-of-stock issues.
But the frequency of the stockout events is much higher than 25% as many customers encounter an out-of-stock page even before they’ve added one item to their cart, causing them to abandon the site altogether.
Furthermore, the impact of out-of-stock (OOS) extends well beyond the lost sales of the item alone. OOS have been shown to reduce the satisfaction a consumer has with a given purchase decision, leading to subsequent behaviors such as store- or brand-switching, complaints, and negative word-of-mouth.
So how can we tackle the out of stock problem online retailers are encountering today?
Customer experience management is fast becoming the core pillar of effective digital marketing and data has a critical role to play.
However, it seems that many marketers do not have access to the data they need to improve customer experience. In our recent research, only 29% of marketers told us that they have access to any kind of data in real-time, which is essential for effective customer experience management.
This move to data-focused strategies is changing the relationship that marketing professionals have with IT and, with IT professionals traditionally the owners of data, a much closer relationship betweenthe two looks to be essential.
It’s February and already, according to a number of statistical sources, around a quarter of us have failed to uphold our New Year’s resolutions.
Interestingly, 39% of people in their twenties achieve their resolution each year compared to only 14% of people over 50. That’s interesting given the prevailing attitudes towards younger generations.
In the same vein, marketers are mapping out the conversations they want to have this year to stay ahead of the curve. Given the influx of ‘2014 Trends’ in January, I thought it would be a useful point to review the best and highlight a few that might follow New Year’s resolutions.
Here are some of the best stats that we've seen this week.
This week it includes Facebook's latest billion dollar purchase, ecommerce integration, Android's dominance of the smartphone market and online marketing spend in China.
And for more digital marketing stats, check out our Internet Statistics Compendium.
The importance of a strong online presence exponentially increases as time goes on. Companies need to follow their audience into the digital space and provide them with the optimal experience online.
However, just creating a website isn’t enough; there needs to be careful consideration into your target audience, their optimal experience and how you can affect it.
Using the 11 attributes of usability, one can determine how to present digital content that will best satisfy users.
The 11 attributes are as follows:
Some of the best web and mobile app designs have a very limited colour range. Two or three colours can be more than enough, and I find that a restrained approach to colour works especially well on de-cluttered interfaces.
The use of colour in design is a bit like great music, where balance, contrast, restraint and dissonance all come into play. I picked out monochrome and hypercolour as two of my 18 web design trends for 2014, but perhaps trichromatic design is where it's really at?
For trichromatic design it is often the case that there is a 'main' colour, an 'active' colour, and a 'highlight' colour. A limited palette goes further when you reverse out the colours in certain areas (menus, or buttons, for example).
I wanted to highlight some examples of mobile interfaces that primarily focus on two or three colours, along with plenty of white (or otherwise neutral) space, and a lack of unnecessary clutter. In other words: minimal design. Less is more.
So let's take a look at a few examples. I don't claim to have used all of these apps and sites, and one or two are concepts, so the focus here is on the look and feel, rather than the user experience. Click on the images to see more in-depth or full size screenshots.
I love Spotify, I’ll just make that clear from the start. Spotify has completely changed the way I listen to music.
In fact, while I briefly linger in this positive mood, here are some more reasons why I love Spotify:
As a part-time music journalist, I couldn’t function properly without its unlimited access to 20m songs. Also, new album releases for any given Monday seem to appear not long after midnight on the Sunday before. This is terrific for my Monday morning commute.
I can also use Spotify on as many devices as I like (desktop, laptop, phone, work computer) with up to 3,333 songs able to be synced for offline listening on up to three devices at a time.
Just in case Thom Yorke is reading, I will also add that far as I’m concerned, using Spotify has led to me spending more money on music through other channels (mainly independent record stores), purely because of the access I now have to music that I wouldn’t normally listen to
As a final bonus, in the free version of Spotify, it has jettisoned the limits to how many times you can listen to a song and how many hours a month you can use it. I would however suggest that £10 a month is a small price to pay not to have to put up with some of the most irritating adverts ever hosted on a platform.
And this is where we arrive at the major thrust of this article.