Trust between consumers and suppliers is often a bigger issue online than it is offline. Online, there is a limit to both physical interaction and the opportunity to test the professionalism of a retailer or suppliers. According to one survey of 24,000 internet users in 24 countries, 22% said they never shop online – and of those, 49% gave lack of…
Industry Insights Blog
The European elections take place between 23 to 26 May, in a time where Brexit and the growth of euroscepticism are hot topics. Pan-European ecommerce association Ecommerce Europe wants a level-playing field for the Digital Single Market and gives 10 recommendations for a better ecommerce industry in Europe. Ecommerce Europe has given its recommendations [pdf] in view of the European…
Retailers need to consider working with technology partners to make their websites faster and use the latest data analysis tools to drive up sales, Google’s UK Director of Retail and Technology told the World Retail Congress on Thursday.
Some retailers’ websites take about 20 seconds to load – the online equivalent of a long queue at a till in a physical…
E-commerce has revolutionized the way the world does business. It has created greater convenience for consumers, enabling them to purchase what they want, whenever and wherever they want. It has also generated vast new opportunities for retailers as well as new challenges, particularly in the area of sustainability. Packaging waste and emissions have gained greater attention in recent years. Twenty-five…
Recently, people have been learning in painful detail what digital platforms, application developers, analytics firms and others have been doing with their personal information — often without their knowledge or consent. The revelations are sparking an outcry, and the constant drumbeat of news stories about data leaks, along with the implementation of the General Data Protection Regulation in the European…
Think your company is customer-centric? Here’s why you’re probably wrong. Most brands think they’re customer-centric, but there’s a good chance they’re wrong. Wharton’s Peter Fader and Sarah E. Toms share four common mistakes that prevent companies from acquiring and retaining the highest value customers — and four simple fixes. If we were to ask you whether your company is customer-centric, you’d…
The impact of GDPR could help LinkedIn to become the top outbound channel for sales development in B2B businesses.
This is according to a new report from analysis company TOPO, which found that 42 per cent of the 180 members of high-growth sales development organisations it surveyed now include between two and five LinkedIn touches in their multi-touch approaches.
TOPO says use…
On 14 September 2019, the Strong Customer Authentication (SCA) portion of the Revised Payment Services Directive (PSD2) goes into effect. Simply put, PSD2 allows bank customers to give third-party providers access to retrieve their account data from their banks and use it to initiate payments directly from their bank accounts. Created as a way to unify payment systems within the…
Delivering on its Digital Single Market and Single Market strategies, the European Commission has presented a three-pronged plan to boost e-commerce by tackling geoblocking, making cross-border parcel delivery more affordable and efficient and promoting customer trust through better protection and enforcement. Andrus Ansip, Vice-President for the Digital Single Market, said: “All too often people are blocked from accessing the best offers…
Want to improve your customer experience and engage Gen Z and Millennials? Interactive content is key. Interactive content is incredibly powerful. It can help us solve problems, make complex calculations, and learn more about ourselves. And because interactive content personalizes the customer’s interaction with your brand, it’s also uniquely positioned to boost engagement. Marketers already know just how effective this type of…
The EU Council has adopted the Cross Border Payments Regulation (CBPR), which comes into force on 15 December 2019, with certain provisions taking effect 12 and 24 months after this date This has implications for firms carrying out cross border payments and could mean you need to review the charges on your cross border transactions
The Regulation aims to address the…
Retailers and tech companies formed a group to create a common set of standards for 3D imagery used for augmented reality and virtual reality (AR/VR) shopping, per an announcement shared with Mobile Marketer. Retailers including Target, Ikea, Lowe’s, Houzz, Wayfair and Williams-Sonoma set aside their rivalries to work together on improving AR/VR experiences for customers. “We believe 3D will be…
Package rerouting fraud is when a fraudster uses a stolen credit card to make a physical goods purchased. The fraudster will use the legitimate cardholder’s address to make sure the purchase gets past the front end fraud filters, but when the package is shipped they change the address. This means that the fraudster now has the goods and the merchant…
The future of ecommerce is cross-border. As retailers and markets mature, the opportunity for domestic growth is becoming limited. On the one hand, successful retailers are reaching market saturation at home. On the other hand, consumers are becoming more comfortable buying from retailers based in foreign countries. The combination makes looking to other lands for new customers good business. …
Millennials and Generation Z are ushering in the rise of a new data-driven experience economy, and to the luxury sector that traditionally prides itself on offering top-notch goods and services, they must realize that today’s younger customers are looking beyond that. They want to be engaged on an emotional, sensorial, or even intellectual level. In short, they want an unforgettable…
More than ever, businesses must be willing to adapt to be successful in today’s constantly changing retail environment. Digital channels are growing in number and complexity, and, at the same time, consumer expectations are increasing. The days of mass messaging to all audiences are gone. Users are engaging across multiple platforms and devices, all the while expecting personalized brand experiences. …
Augmented Reality and Virtual Reality will rely on 5G to change the customer experience inside and outside retail stores. Augmented reality (AR) and virtual reality (VR) have the potential to shake up the customer experience by individualizing retailers’ offers and enabling customers to visualize products in different settings. By 2020, 100 million consumers will shop in AR online and in-store,…
Classic demographics like age and gender – despite being tried and tested for years – appear to be losing their popularity among marketers as the most common forms of segmentation. The wealth of customer data now available means brands are increasingly evolving their approach to reflect their consumers’ behaviour, attitudes and life stage.
Procter & Gamble (P&G), for example, has shifted…
As the evolution of retail and the way consumers purchase goods continues to change, meeting the challenge to effectively serve both consumers and retailers is a strategic challenge for both shippers and carriers. Understanding the ever-changing ecommerce landscape that includes new shopping preferences, fast delivery options, and fluctuating fulfillment infrastructure is critical. Crafting an integrated supply chain strategy that helps…
As an increasingly omnichannel industry, retail has undergone a significant shift to connect the digital and physical worlds seamlessly. The efficiency and immediacy of online shopping has cultivated a desire among consumers for the same experience in-store, with the added value of human interaction. This combination of digitisation and growing customer expectation has reshaped the shopping experience, and transformed the role…