Tag: Ecommerce

CX: The Driving Force Behind B2B Commerce Innovation

B2B companies know the kind of Customer Experience they should be offering. Buying experiences should be seamless and rich, with tailored product information, relevant pricing, and payment options, and the right combination of flexible and adaptable buying and selling touchpoints....

Using Biometrics to Improve User Experience

Data-driven analysis has been the cornerstone of our understanding of digital performance, from campaigns and websites, to all the components that contribute to them. Analysis and the production of objective data to demonstrate performance has been one of digital’s greatest...

Moving From Chat To Guided Digital Commerce

In the not too distant past, a few brave companies adapted their chat products for use within a sales context and produced some startling results against some marquis ecommerce KPIs. The conversion rate of customers who engage in a chat...

‘Alexa, What’s the Future of Ecommerce?’

A growing number of UK customers are choosing to purchase from brands using smart speakers such as Amazon Echo and Google Home, with the devices predicted to drive the next wave of ecommerce. In a study of 2,000 adults carried out...

CX Matters Most in the age of Digital Darwinism

The scalability of online shopping is any retailer’s dream. Any marketer will tell you that a happy and satisfied customer is your best weapon when it comes to success, but the waters are muddy in the online world and the...

Retail Urged to Prepare for Majority Digital Future

Online shopping will account for more than half of all of retail sales within the next decade, a new report predicts. Commissioned by law firm Womble Bond Dickinson (WBD), The Digital Tipping Point claims a growth from the current rate of 19 percent...

Play Your (Gift) Cards Right

Sales from digital gift cards are projected to hit nearly $700bn in global sales by 2024 – if you’re a retailer, it’s an area you simply can’t afford to avoid or get wrong, especially since 72 percent of retailers now...

Convenience and Friction in Customer Experience

There’s a wonderful German word, ‘Ärger’, that comprehensively stands for every kind of trouble and strife you can imagine. Lost keys? Ärger. Missed flight? Ärger. Decades of warfare with the neighbours? Ärger. Say it: “AYR-gurrr”. No English word is quite...

Reconnecting With Customers as Social Media Stagnates

In 2019, we’ve seen a number of brands look to simplify their communication channels in a bid to reconnect with their customers. From Gucci opening six customer contact centres that will provide phone, email and live chat communications, to Lush...

Third of UK Online Shoppers Unhappy With Service, Survey Reveals

A new study shows that Brits are quick to complain online following a bad ecommerce encounter. The survey of 2,000 UK customers by retail operations platform Brightpearl found that almost a third of shoppers have left a negative review online, with nearly...