E-Commerce Newsletter January 2017

Four areas covered this month:

  1. Recent Trends
  2. Customer Experience
  3. Online and Offline
  4. Customer Loyalty

Recent Trends

Five Retail Tech Trends that Emerged at the 'Big Show'

  1. Machine learning and artificial intelligence.
  2. Robots are coming and expect them to be both in front of the store and back in the warehouse.
  3. Radio Frequency Identification.
  4. Chatbots
  5. Customization and personalization

Google testing new look for local inventory ads in place of local pack

Google appears to be running a limited test for local inventory ads (LIA) on mobile that looks like a shopping "ad-ification" of the Local Pack

UK Mobile Payments: After a Slow Start in a Competitive Space, Some Signs of Progress

  • Contactless cards are already well established in the UK. Their usage is accounting for greater proportions of in-store payments and, as such, mobile contactless payments are struggling to gain any kind of significant foothold in the market.
  • UK millennials are far more likely to use mobile payment solutions, but even among this demographic, adoption isn’t as high when compared with most other digital behaviors.
  • Trust and security issues remain the biggest obstacles for mobile payments.

Customer Experience

How Retailers Use Personalization—If They Do at All

More than a third of respondents don't use personalization technology at all.

If Optimizing Customer Experience Isn’t the Goal of Your Digital Foundation, You’re Doing It Wrong

6 Tips for putting your company on the road to success.

  1. Learn About the Customer Journey From Your Marketing Department
  2. Break Down Organizational Silos and Map Out Customer Journeys
  3. Avoid Dependence Upon IT Resources and Expertise
  4. Use Data to Understand Your Customers
  5. Stop Telling Your Customers What to Do — Ask Instead
  6. Create Solid Foundations for Delivering CX

Online and Offline

Retailers haven’t perfected buy online, pick up in store yet

57.5% of all shoppers use the omnichannel service, but only 31.6% describe it as being a smooth process.

Among those that use the service, the top motivating factors are convenience (29.2%) and being able to return the product instantly if it doesn’t meet their expectations (23.5%).

Online shopping changes consumers’ in-store expectations

Shoppers aren’t happy with the in-store shopping experience, and retailers are struggling to adapt, a Capgemini report finds.

54% of the retail executives surveyed say they don’t feel as though their stores are doing enough adapt to the digital age.

Adobe Marketing Cloud adds features & partnerships to bring brick-and-mortar deeper into digital

Adobe announces several new initiatives to improve the digitization of brick-and-mortar retailing.

  1. Automated product recommendations
  2. New partnerships with Commerce Tools providing a transactional service to the Adobe platform
  3. Partnership with Valtech to launch a new smart grocery store prototype

Customer Loyalty

Content Marketing May Boost Customer Lifetime Value

How can you use content in your ecommerce business to encourage shopper loyalty?

  1. Be useful or entertaining
  2. Be consistent
  3. Be interactive
  4. Be committed

What Will The Future Of Loyalty Look Like?

Discover what loyalty experts are saying about the changing landscape of customer loyalty in the digital world.

Riccardo Composto - Customer Success Manager @ Adobe

Credits:

Created with images by RitaE - "tree blossom bloom" • nobihaya - "MOPS Future Shopping experiment" • SNARF 1962 - "COMPOSITION INTO THE FUTURE.." • fsHH - "animal dog labrador"

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