If you don’t already provide social customer service, it may be time to reconsider. According to this statistic, 47% of all social media users have engaged a brand via social media with a question or complaint and 90% are more likely to purchase from a brand after seeing the brand respond well to customer feedback. Customers are looking for a quick response, so tune in and listen up! (Business2Community)
Try-before-you-buy is a new type of fulfilment option that certain online retailers are trying, which allows customers to test out products for free at home before deciding whether they want to pay for them. Although it would appear to be an ill-judged idea for ecommerce retailers as they have to assume all the costs and risk, there are a number of benefits, including attracting new customers, and giving an impression of better customer service. (Econsultancy)
According to Statista, over 65% of shoppers spend 16 minutes or more surfing different sites before making a purchase. Although effectively converting savvy online shoppers can be a difficult task, there are ways for retailers to stand out. One of the easiest way to provide an online shopper with a fantastic experience is to make it personal. Personalization across product, pricing and email marketing are three key areas that retailers can focus on. (Retail Insider)
Collecting big data may be daunting, but the benefits make it worth it. It gives brands the ability to rapidly convert data-based insights into key business improvements. Big data can improve your brand’s customer experience across multiple stages of the customer journey whether its by greeting a customer by name when they enter the store, or knowing previous issues the customer has had to contact the company about. Customer experience is key and it’s rapidly becoming a critical driver of revenue and market share. (Marketing Profs)
Ralph Lauren and Harrods are working together towards enhancing the luxury shopping experience. By combining proximity commerce technologies and QR codes, each window at Harrods will display large stickers for consumers to tap or scan and initiate a landing page on their smartphones. In doing so, customers are being offered an interactive map guiding them to where the collection is located within Harrods. Not only are the retailers reaching out to passers-by and exciting them into the store, shoppers can also retrieve information about the collection while the store is closed.