retention

15 fascinating insights from Econsultancy’s 2014 reports

We’re not just a pretty face.

As a regular visitor to the blog, you’ll no doubt be aware of the magnificent free content on offer to you from our small band of marketing and digital experts here on the blog.

This is just scratching the surface of what Econsultancy has to offer though…

15 tips for improving ecommerce returns policies

After the blowout of Black Friday and Cyber Monday, returns are expected to peak today, as customers change their minds about the presents they have already bought. 

So, with returns volumes potentially rising this Christmas, how should retailers handle returns? 

Marketers more focused on acquisition than retention

This is despite the fact that 82% of companies agree that retention is in fact cheaper than acquisition. A figure up from 70% last year, and certainly bolsters the notion that on-going profit from a customer lifetime is higher than any one single transaction. 

Is your company more focused on acquisition or retention marketing?

This is one of the questions asked by our new report, the third annual Cross-Channel Marketing Report, carried out in association with Oracle Marketing Cloud, which explores how companies are orchestrating their marketing activities across a range of channels. 

The research is based on a survey of nearly 1,000 digital marketers and ecommerce professionals, carried out in April and May 2014.

The report provides insight into the extent to which organisations are delivering orchestrated cross-channel marketing campaigns, what mobile solutions they deploy and their most important priorities over the next year.

Here we’ll be taking a look at the continued emphasis on acquisition over retention and which channels or disciplines are more retention/acquisition focused.

Ten lessons Zappos can teach us about staff and customer retention

Founded in 1999 and acquired by Amazon in 2009, Zappos has long been admired for its attitude to staff and customers. 

This focus is all about retention of customers and staff. And it saves the company a fortune on marketing and recruitment. 

Indeed, Zappos can boast customer retention rates of 75%, while staff rates are 85%, figures not many other firms can match. 

Companies are often more focused on acquisition than retention, but Zappos has turned this on its head, looking to market itself through quality of service.

It’s worked too, with Zappos reaching $1bn in annual sales before the Amazon acquisition. 

Here are just a few lessons that can be applied to other businesses…

How can publishers promote subscriber loyalty?

Running a profitable publishing business online is no easy task, and success has a lot to do with retaining subscribers. 

One way of achieving this is through loyalty programmes, which provide extra value for subscribers, and can even make them valuable advocates for the brand. 

I’ve been asking Nina Gilbert, Account Director at Clock, about the strategies publishers can use to keep customers loyal and reduce subscriber churn…