5 interesting findings from talking to 1000 consumers about retailers' marketing messages

Posted by Alegría 10 Oct 18

There has been constant talk about ‘rising customer expectations’ and the need for retailers to match Banner and social ads 2018_Organic social-min-1those if they want to be as successful as brands like ASOS and Farfetch. But 'customer expectations' is quite a broad term - what do we actually mean when we talk about it? What are those expectations? Luckily for you, we spoke to 1000 consumers to find out exactly what those expectations are, as well as the things retailers do that frustrate them and make them feel undervalued.

We've deep-dived into our findings and discovered there’s a lot that consumers want and specific ways they’d like to receive them. Below, we’ve picked out five interesting takeaways that may make you reassess your current strategy. But we sure to download the census for more on your customer’s expectations.

 

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Topics: Email marketing tips, Customer experience in ecommerce

The Customer Experience Formula: How Today's Retailers Can Outperform Customer Expectations

Posted by Paul Boudet 21 Mar 18

The customer experience formula.pngTwenty years ago, 'same-day delivery' for an online purchase didn't exist.

We quivered at the idea of using our debit card number on ‘the cloud’.

There was no such thing as Facebook, let alone shoppable Instagram posts.

Fast-forward to 2018 and my grandmother buys on Amazon. Regularly. She also writes product reviews and complains when her (free) delivery is late.

Online retailers should give themselves a pat on the back: they’ve created a two-trillion dollar industry in just 20 years.

And yet, while the addressable market keeps increasing, the barrier to entry keeps decreasing—cue fierce competition.

And, as in any industry, the impact of increased competition always leads to innovation. 


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Topics: Email marketing tips, ecommerce lessons, customer loyalty, ecommerce marketing blog, Customer experience in ecommerce

5 Examples of Fantastic Lifecycle Marketing From Finery

Posted by Abi Davies 16 Aug 17

Finery London lifecycle emails .pngAt just three years old, online womenswear brand Finery is leading the way when it comes to email marketing; often showing old-school, veteran brands how it’s done.

Just like its beautiful clothes, Finery’s emails are modern, stylish, inspiring and well-designed. They’re also highly relevant, thanks to the brand’s investment in different methods of personalisation—including customer lifecycle marketing (CLM).

To recap, CLM is an approach to marketing that takes its cue from where a customer is in their journey with your brand, ensuring the right message is sent to the right person at the right time.

In order to start using CLM, ecommerce marketers need to split their customer base into different lifecycle segments or ‘stages’. The nature of these segments will vary from business to business, but they tend to be split into:

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Topics: Customer lifecycle marketing, Ecommerce customer retention, Ecommerce marketing strategy, Customer experience in ecommerce

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