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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)
 

Most retailers still don't live up to shoppers' expectations

So how are they responding to ramped-up e-commerce?

According to the latest insights from ecommerce technology company Bold Commerce, 58% of leading retailers admit that they're not living up to consumers' expectations when it comes to bringing together digital and physical experiences.

The company's report, Retail eCommerce In Context: The Next Iteration, aims to provide insights into how enterprise brands are responding to the unforeseen growth of e-commerce. The report was conducted in partnership with technology consultancy RSR Research and based on survey responses from 105 large retailers across verticals, including 75% of those with revenues of over Can$1 billion.

The report revealed, among other things, the key challenges and opportunities retailers face as they bring together the online and offline channels to improve shopper experiences and drive revenue growth. It also highlighted the technology investments retailers are making to accelerate their digital commerce capabilities.

Key findings from the report included:

"Consumers are embracing shopping experiences that take place online across digital channels and in store, and they expect these worlds to connect seamlessly to one another," said Deanna Traa, Chief Marketing Officer at Bold Commerce. "Retailers are looking for agile and flexible technology to help them in establishing complete omnichannel experiences that reduce shopper friction, deepen customer loyalty, and set them up for innovation and revenue growth from emerging digital commerce channels.


Sources: Bold Commerce /
The Marketing Factbook.
Copyright © 2021 - 2025 The Marketing Factbook.

    Categorised as:

  • Customer Experience
  • Customer Loyalty
  • Knowing The Customer
  • Marketing Know-How
  • Marketing Technology

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)
 
Copyright © 2001-2025 Peter J. Clark