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)

Retailer emails are ignored because of 'inbox overload'

What's the answer? Frequency, relevance and content

For its Surviving the Retail Apocalypse report, Yes Lifecycle Marketing surveyed over 1,000 consumers of all ages and found that in addition to inbox overload, subscribers ignore marketing emails because of irrelevant product recommendations (50%) and content (41%). The findings indicate that many retailers still fail to understand consumers' preferences in terms of mailing frequency, timing and content.

Even though consumers will ignore emails that fall short of their expectations, 42% reported that they don't unsubscribe from these communications; instead, they scan the subject lines to determine whether they'll open.

"Growing competition and shifting consumer expectations prompt marketers to start delivering more relevant content, better personalization and unique experiences in order to move consumers along each stage of the customer journey - from awareness to loyalty," said Jim Sturm, president of Yes Lifecycle Marketing. "Brands must get creative with their programs and use the wealth of customer data at their disposal to identify customers' preferences and interests in order to keep them engaged."

The report also revealed that creating data-driven customer experiences remains a major challenge for many retailers. Thirty percent of consumers said they had received recommendations for products they'd already purchased. In addition, one in five (19%) consumers have received messages targeted to the residents of cities they do not live in, indicating that marketers aren't adequately collecting and using customer data to personalize communications.

Additional findings from the report included:

• Thirty-three percent of subscribers ignore marketing emails if they don't offer a discount or free shipping, and 60% will purchase from emails that offer these incentives.
• Only 37% of consumers say that the communications they receive from retailers are adequately personalised.
• Centennials are more likely than all other generations to say they receive too many emails (68%).

"With the dominance of Amazon and shifting consumer behavior, retailers must evolve to meet shopper expectations," said Michael Iaccarino, CEO and chairman of Infogroup, parent company of Yes Lifecycle Marketing. "Marketers must find the right technology and service partner to help them identify consumer preferences across channels and build data-driven strategies that capitalize on those preferences."

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)