Forrester's Customer Insights

MAY 9, 2019

As the world’s largest eCommerce market, China appeals to global B2C and B2B brands alike. But China’s B2B eCommerce market is not as mature as the consumer space, and neither is its B2B payment.

Ecommerce 54

Ecommerce B2B Strategy B2C 54

Forrester's Customer Insights

NOVEMBER 1, 2018

This week India’s key eCommerce firms — Flipkart, Paytm Mall, PhonePe, ShopClues, and Swiggy — posted combined losses of ?6,445 We expect this to worsen in the coming years as companies scale up rapidly to capture market share. Forrester sees the following trends the Indian eCommerce landscape […].

Ecommerce 44

Ecommerce Trends Marketing Company 44

delighted

NOVEMBER 12, 2019

A recent Walker eCommerce study reveals that by 2020, customer experience will emerge as a leading ecommerce brand differentiator. Ecommerce is an essential component of any omnichannel approach and enhances the buying experience with its inherent convenience and ability to quickly adapt to consumer demands.

Ecommerce 40

Ecommerce Retail Omni-Channel Effort Score 40

Lumoa

JUNE 2, 2022

There is no doubt that customer feedback is one of the most valuable resources that companies have available. When used properly, reviews and other types of feedback allow enterprises to develop engaging marketing campaigns , design better products, and make strategic decisions based on what customers expect from their products and services.

Feedback 208

Feedback How To Ecommerce Touchpoint 208

Forrester's Customer Insights

APRIL 30, 2018

I recently spent two weeks in China to attend an event hosted by eCommerce company JD.com for analysts and retail thought leaders. Here are my takeaways on the state of eCommerce in the world’s largest eCommerce market: Customers in China seek novelty and individuality.

Ecommerce 36

Ecommerce Retail Consumers Marketing 36

Forrester's Customer Insights

OCTOBER 17, 2019

Expanding your eCommerce offering to new global markets is daunting. The key to success: creating a strategic plan tailored to your unique business needs in addition to the market conditions. My report, “Create Your Global eCommerce Road Map,” is here to help.

Ecommerce 26

Ecommerce How To Report Marketing 26

Forrester's Customer Insights

NOVEMBER 23, 2021

Vidéo du keynote du One to One de Monaco sur les tendances retail et eCommerce.

Ecommerce 26

Ecommerce Retail B2C Trends 26

LiveChat

AUGUST 15, 2017

Read on to see five compelling cases for bringing chatbots and live chat apps into your ecommerce brand. Offering your ecommerce customers a highly personalized experience of your site with the addition of a live chatbot can help guide consumers down the sales funnel, and ultimately influence their buying decisions.

Ecommerce 28

Ecommerce Chatbots Advertising Fashion 28

Lumoa

APRIL 7, 2022

The NPS system was created by Fred Reichheld and his team at Bain & Company and Satmetrix Systems in 2003 to help companies improve their marketing strategies to better serve customers’ needs with real, verifiable data that they could analyze and act on. Remember, location matters.

NPS 208

NPS Net Promoter Score Industry How To 208

Forrester's Customer Insights

JUNE 12, 2019

In a growing market, this pioneer should have dominated. It has long offered eCommerce and delivery, features that competitive direct-to-consumer (DTC) upstarts now use to […].

Ecommerce 40

Ecommerce Marketing Consumers Brands 40

CSM Magazine

MARCH 18, 2021

The Independent Pharmacy , a CQC regulated online pharmacy and doctor offering advice and access to hundreds of medicines in the UK, has partnered with Mapp and Fresh Relevance for omnichannel personalisation and marketing automation. We are also. ” About The Independent Pharmacy.

Customer Experience 52

Customer Experience Ecommerce Omni-Channel Entertainment 52

CSM Magazine

APRIL 14, 2021

Survey of marketing decision-makers reveals major hurdles in updating CX strategies. Lack of customer insights is the biggest challenge to a successful customer experience strategy for 54% of marketers surveyed. Over half of companies say they are unable to identify customers on their own website.

Company 52

Company Multi-Channel Analytics Study 52

Forrester's Customer Insights

MAY 20, 2019

The eCommerce giant had previously invested in local delivery companies, seeding the creation […]. Lots Of Them Amazon offered $10,000 of startup capital and up to three months of pay to qualifying employees who quit. and go start a local last-mile delivery business.

Ecommerce 43

Ecommerce Marketing Company Social Media 43

ShepHyken

MARCH 29, 2019

The art of crafting an optimal price entails persuading customers that your prices are the best bargain in the market (Amazon is brilliant when it comes to building the right price perception) and considering hundreds of variables (customer behavior, business goals, weather, and market data, to name a few) to base your prices on.

Retail 105

Retail Customer Experience How To Ecommerce 105

Forrester's Customer Insights

MAY 22, 2018

By adding eCommerce capabilities, Adobe is better able to compete with SAP Hybris, Salesforce and Oracle. A number of commerce-centric offerings exist on the market… but none of them are like Magento. Magento has not only shown demonstrable growth, but they also boast a vibrant community of developers and customers and […].

Ecommerce 30

Ecommerce Marketing Customer Relationship Management CRM 30

CSM Magazine

OCTOBER 25, 2023

Building customer trust is essential and a secure shopping experience can go a long way to achieving this. Customer Relationship Management (CRM) and Personalization One area where retail outlets can learn from their eCommerce cousins is in the realm of CRM. We live in an era where data is a valuable asset.

Exceptional Customer Service 52

Exceptional Customer Service Retail Training Customer Service 52

Chattermill

MAY 23, 2018

CX Will Do a Lot More Good Than Marketing. customer experience. Also Marketing will soon report into CX. The increasing buzz around customer experience (CX) is good news for both brands and consumers. Today customers can share reviews so easily (and many do so) that they are actually the ones defining the brand.

Marketing 40

Marketing NPS Effort Score ROI 40

Eptica

NOVEMBER 21, 2018

Date: Wednesday, November 21, 2018 Author: Anne-Claire Bellec - Marketing Director Why listening to your customers is vital to success this Christmas. According to Forrester by 2020 almost half of global retail sales will be via the web – with $2 trillion spent via ecommerce in 2017 alone. Published on: November 21, 2018.

Net Promoter Score 62

Net Promoter Score Retail Ecommerce Social Media 62

Customer Bliss

JANUARY 12, 2018

Christine is an accomplished and highly versatile business leader and Non-Executive Director, with extensive experience in delivering strong financial and people outcomes in the retail, eCommerce, consumer services and logistics sectors. Let me know what was your favorite part of the episode in the comments below.

Chief Customer Officer 165

Chief Customer Officer System Customer Experience Ecommerce 165

BirdEye

MAY 30, 2023

Once you enable your customers to provide their feedback, you’ll be able to identify opportunities to make your business better. Enhanced innovation User feedback can reveal areas where you’re falling behind in your market. Zendesk’s features for gathering and managing customer feedback is applicable across various channels, as well.

Tools 98

Tools Feedback Net Promoter Score Social Media 98

Forrester's Customer Insights

APRIL 23, 2020

On April 22, Facebook invested $5.7 billion for a 9.9% stake in Jio Platforms, owned by Reliance Industries. The deal valued Jio at a pre-money valuation of $65.95 billion, making Facebook the largest minority shareholder in the Indian telecom network. Some of the key takeaways for the deal are as follows: Both firms are working […].

Ecommerce 36

Ecommerce Industry B2C Retail 36

SurveySparrow

JUNE 28, 2023

Furthermore, personalization offers insightful data that can shape strategic decisions, improving product offerings, marketing strategies, and overall business operations. Thus, it fosters customer engagement, driving an uptick in conversion rates. Thereby enhancing customer satisfaction and loyalty.

Industry 52

Industry Tips Customer Experience Healthcare 52

Forrester's Customer Insights

JULY 17, 2018

Looking just at eCommerce, Forrester predicts that US and Western European eCommerce fraud will reach $18.6 Estimates of the cost of fraud vary widely, but almost everyone agrees that the cost is huge and appears to be increasing. billion in 2018.

Ecommerce 26

Ecommerce Management Marketing Report 26

Forrester's Customer Insights

JUNE 7, 2019

In a growing US flower market, this pioneer should have dominated. It’s long offered eCommerce and delivery, features that competitive direct-to-consumer (DTC) upstarts now play to disrupt markets. But […].

Brands 45

Brands Ecommerce Consumers Marketing 45

Oracle

APRIL 8, 2021

Episode 9 explored the role of loyalty marketing programs with my special guest, Clay Walton-House, Managing Director, Integrated Loyalty Solutions at PK. The Markie Awards program recognizes excellence in marketing, sales, service, and commerce. ” – Jessica Kaufman, senior product marketing manager, Oracle.

Loyalty Programs 52

Loyalty Programs Loyalty Customer relationships Customer Experience 52

Forrester's Customer Insights

MAY 14, 2020

As part of our ongoing coverage of global eCommerce trends, we’ll be spotlighting different industries where marketplaces are starting up, getting […]. Even while mega players like Alibaba and Amazon are getting the headlines, dozens of specialized vertical marketplaces are emerging in their shadows.

Industry 39

Industry Ecommerce B2B Trends 39

Fox Metrics

AUGUST 14, 2020

times more likely to retain their customers, and 19 times more likely to achieve above-average profitability. However, maximizing your investment in analytics requires being up to date with industry trends and acquiring new tools to grow your market share. Google Marketing Platform (previously Google Analytics Solutions) 4.

Analytics 93

Analytics Data Social Media Analysis 93

Forrester's Customer Insights

MARCH 26, 2019

With online sales representing over 20% of sales in most physical good categories and the ability to buy unauthorized goods from anywhere in the world, the gray market is more present than ever.

Brands 45

Brands Marketing Sales Ecommerce 45

Forrester's Customer Insights

MARCH 29, 2019

We’ve just published this year’s edition of “The State Of Retailing Online 2019: Omnichannel, Marketing, and Personalization,” a report we conduct annually with the National Retail Federation (NRF).

Omni-Channel 48

Omni-Channel Retail Marketing Study 48

Optimove

MAY 27, 2020

What is eCommerce Marketing? eCommerce marketing includes the marketing activities done before, during and after a customer’s visit to an online store. Before customers visit online stores, eCommerce marketing focuses on driving traffic to the eCommerce store or site.

Ecommerce 40

Ecommerce Marketing Multi-Channel Advertising 40

Retently

APRIL 18, 2024

Enhanced Decision-Making: Yields data-driven insights to guide development priorities and marketing strategies. It’s a cost-effective way for companies looking to harness customer insights. Comparing In-App NPS Surveys to Other Channels In-app NPS surveys are a great survey channel for capturing customer feedback.

NPS 78

NPS Survey Net Promoter Score Effort Score 78

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Engagement Strategy Customer Experience 78

CSM Magazine

FEBRUARY 6, 2019

Call tracking makes it possible to monitor exactly which online marketing channels are driving phone calls and customers to your business. Here are four reasons why larger businesses need call tracking to meet customer service targets: 1. See the Customer Lifetime Value. So omnichannel tracking is necessary.

Customer Service 51

Customer Service Omni-Channel eBook Social Media 51

Forrester's Customer Insights

OCTOBER 10, 2018

In the latest example of the convergence and consolidation in the digital experience market, Sitecore bought DAM vendor Stylelabs.

Ecommerce 34

Ecommerce Omni-Channel Examples Management 34

SurveySparrow

JULY 26, 2020

A subscription management software helps businesses to power up the sales and billing of services and products on a recurring basis, thereby helping the organizations to manage revenue and provide better services to customers. The market offers numerous tools. 10 Best Subscription Management Software for 2020.

Software 52

Software Self Service Management B2B 52

Forrester's Customer Insights

FEBRUARY 11, 2015

Yesterday SAP formally launched its hybris Marketing Solution , hailing it as "the industry''s first contextual marketing platform." Customers will welcome the new functionality, which SAP has highlighted in roadmap presentations during the past year. Claims of being first-to-market, however, fall short.

B2C 20

B2C Ecommerce Roadmap B2B 20

Forrester's Customer Insights

MARCH 28, 2019

More than 400 digitally-native, direct-to-consumer (DTC) disruptor brands have burst on the scene, brands going beyond the online ordering offered by traditional catalog or eCommerce retailer models.

Trends 38

Trends Ecommerce Retail Consumers 38