Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Don't abandon the cart abandoners

The 'Q1 2014 Email Benchmark Report' found that personalised abandoned cart emails that show the actual customer cart had 25% higher transaction rates than abandoned cart emails that just linked back to the brand's Website. Furthermore, personalised subject lines had 12% higher unique open rates than mailings without personalisation.

"Email remarketing through a series of personalised content can have a real and direct impact on a brand's bottom line," explained Peter DeNunzio, general manager of cross-channel marketing for Experian Marketing Services. "Brands that are able to 'test and learn' their way to personalisation are particularly successful as they embrace cross-channel programmes."

Among other significant findings from the study:

• Abandoned cart emails should be delivered in a three-part series. Brands that send second abandoned cart reminders had a 50% increase in abandoned cart revenue compared to just their first abandoned cart mailing. Those sending three mailings saw a 56% increase in revenue compared to just sending the initial abandoned cart email.
• Test including an offer. Including an offer in the first abandoned cart mailing boosted transaction rates by 54%. The highest transaction rates for offers were for dollar-off offers (2.05%), followed by free shipping (1.87%) and percent off (1.15%) offers.
• Half of all email opens are now occurring on mobile devices, on average, although this does vary by vertical market. While 63% of emails from multichannel retailers are opened on a mobile device, mobile opens account for only 22% of email opens for business products and services.
• Total email volume increased by 15.6% in Q1 2014 compared to Q1 2013 but that volume had declined in Q1 compared to Q4 2013 (attributable to increased activity during the holiday period).

According to another recent Experian Data Quality study, 66% of companies had experienced email deliverability issues in the previous 12 months, while the Q1 2014 Email Benchmark Report highlighted a 14.3% year-over-year increase in email bounce rates, with even larger percentage increases been reported in several of the industries studies.

This dramatic increase in email bounce rates may be largely due to the increasing practice of Internet Service Providers (ISPs) of shutting down inactive accounts more frequently and aggressively to aid their systems' performance.

"It is vital that companies adopt more effective targeting, list cleaning and data quality practices to improve the deliverability of their emails and the health of their cross-channel marketing programmes," concluded DeNunzio.

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)