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Have you seen The Marketing Operations Playbook?

Learn the insider's tricks and techniques to super-charge your company's marketing operations, build up your market share, make more sales through repeat business and customer loyalty, and prove your marketing's true worth through analysis and reporting.

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Shopping behaviour forecast 'lower than 2008'

Customer satisfaction with retail websites for the week following the Thanksgiving weekend was on par with satisfaction on Cyber Monday, according to a recently published holiday benchmark study by ForeSee Results.

Satisfaction, at 73.1 on a 100-point scale for that week, was only slightly lower than the week before Thanksgiving (73.5).

Though little had changed week-on-week, the satisfaction score was 3% lower than the same time in 2008, and did not bode well for a retail industry hoping to regain its footing during the holiday shopping season.

According to Larry Freed, president and CEO for ForeSee Results, "ComScore released numbers citing a 4% increase in spending over 2008. For an industry accustomed to double digit increases in revenue year over year, this is disappointing. With satisfaction lower than it was in 2008, online retail will be challenged to get spending to exceed the 4% growth predicted by ComScore."

Satisfaction may have been lower because customer expectations are continuing to rise, and larger retailers are setting the pace. According to ComScore, larger retailers are increasing market share and account for 64% of all online spending.

"Standing still is not a winning strategy for e-commerce, and rising customer expectations put a lot of pressure on retailers that have chosen not to continually invest in improvements to their online customer experience," concluded Kevin Ertell, ForeSee Results vice president of retail strategy.

Sources: ForeSee Results / The Marketing Factbook.
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Categorised as:

Customer Experience
Knowing The Customer
Marketing Know-How

Have you seen The Marketing Operations Playbook?

The Marketing Operations Playbook walks you step-by-step through the techniques, metrics, reporting, analysis, marketing models, technologies, tools and innovations for successful marketing strategies - both traditional and emerging - with expert guidance from thought leaders in every major market.

Find out the best ways to gather, analyse, and act on customer data to increase profitability, build your brand, empower your customers, beat the competition, reduce churn, and increase customer profitability. This is the marketing book you can't afford to be without.

Find out what works - and what doesn't - and who's succeeded, and how they did it. See how the world's top brands keep their competitive edge against all odds.

This comprehensive and practical guide to the latest ideas in marketing operations hands you over 200 packed pages of strategy, best practices, do's and don'ts, practical know-how, facts and figures, and ideas to optimise your marketing strategy, boost sales, market share, increase ROI and profit.

This book aims to hand you all the facts, figures and research data you need for the best decisions for a more profitable, more engaging marketing strategy. It also highlights all the facts, forecasts and trends identified by our experts from the global Marketing Factbook's vast database of market data, news, studies, research and articles, and presents you with an invaluable library of ideas and practical support you can call upon at will.

With The Marketing Operations Playbook at your side, you'll gain to a true goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, research and market data, plus all the supporting arguments you need to build a solid, profitable marketing strategy: All the know-how, strategies and ideas you need to get your own Marketing Playbook right, first time.

Get it on Amazon (Kindle/Print)