If 2017 was the year of the “empowered customer”, as Forbes proclaimed, 2018 will be the year of the “overwhelmed customer”. We’re in an interconnected, digital age in which the scale of information that’s available has created an empowered customer base. People can access everything they need to know about a service, product, or brand […]
2018: The Year of The Overwhelmed Customer Read More »
In the age of the informed customer, you are not only up against your fiercest competitor but more importantly, you’re up against the multiple sources that shoppers consult during their decision-making processes. Google’s Zero Moment of Truth study revealed that the vast majority of customers use an average of 10 sources of information before making
Returns are a huge problem for the retail industry. In fact, retailers in the US and UK alone spend $339 billion per year fulfilling their liberal returns policy. Even more shocking: a study by Invest found that almost a third of all e-commerce purchases are returned – that’s more than three times the amount that
How to Reduce Returns with a Digital Advisor Read More »
As the holidays approach, many consumers begin to search more frantically for the right gifts, delivering new opportunities for retailers and brands to delight consumers. You’re likely to attract new business and get a lot of new visitors during this period, given that 73% of holiday shoppers see themselves trying out many new websites and
Interactive Gift Finders: Make Gift Shopping a Rewarding Experience and Boost Sales Read More »
If you’re a longtime reader of this blog, you may have noticed that we emphasize the importance of a seamless, personalized customer experience across all touch points. Zeroing in on customer experience has a couple of benefits. Research by HBR found that companies who successfully manage and execute customer experience strategies reap enormous rewards: reduced
15 Key Factors That Influence Customer Satisfaction Read More »
Telecom providers are facing stiff competition, price wars and big mergers as they try to grow their customer base in a saturated market. For years, telecom companies have been (and still are) following the same model of vying for customers with lower priced bundles, family plans and introductory discounts, advertising to match competitor’s prices or
In the first part of our series on Personalization, we discussed what personalization is and how it can benefit your business. As you learn more about your visitors and develop your audience segmentation, you’ll be able to deliver increasingly personalized and relevant messages to each visitor. By understanding the different segments of your shoppers and variations
5 Ways to Design Personalized Shopping Experiences in your Store Read More »
If there is one subject marketers must study, other than Marketing, of course, it has to be psychology (or social psychology to be more precise). Marketing is all about understanding consumers’ psychology – how they make their purchase decisions, how you can influence it, and how to get their attention. Psychology can explain why a particular
5 Psychology Lessons to Get more Online Sales Read More »
The reasons behind liking or disliking someone are obviously more emotional than logical. As a study by Frank Bernieri of Oregon State University indicates, we make strong initial judgments of a person from observing just a few seconds, or a “thin slice”, of their behavior. It is absolutely safe to say that the same applies
Emotions in Decision-Making: How to Improve Customers’ Shopping Experience? Read More »
Check out this customer – sales assistant conversation in a shoe store: Sales assistant – “Welcome, can I help you?” Customer – “Just looking for a pair of shoes” The sales assistant wanders off and returns with a stack of shoe boxes Sales assistant – “Have a look at these dress boots, made of quality leather. ” “And here’s
What's Analysis Paralysis and How It Can Affect Your Online Sale Read More »
