How to participate in the ‘experience economy’ in 2020 Elisabeth Zornes, chief customer officer at Zendesk, explains why competing on price alone will not work anymore for the retailer. You’ve got to design the conditions for brand loyalty and companies are rising to the top by differentiating with customer experience. www.retailcustomerexperience.com
How would your CFO measure customer engagement and experience? Jean Belanger, co-founder and CEO of Cerebri AI, zeroes in on how artificial intelligence and a data-driven approach can help brands understand customer engagement and, at the same time, optimize financial success. www.retailcustomerexperience.com
15 Online Review Stats Every Marketer Should Know Online reviews are an unavoidable part of doing business online. Here are 15 stats that prove the importance of online reviews today. www.searchenginejournal.com
How to create a customer experience strategy: A tactical guide 81% of companies expect to focus more on CX, but half say they aren’t sure where to start. Learn how to create a customer experience strategy in three phases. www.the-future-of-commerce.com
Greater Acceptance of Contactless Cards Has Led to Mobile Payment Growth in the US The US has been relatively late in introducing contactless cards, which are credit or debit cards that include a near field communication (NFC) chip that can complete a transaction simply by tapping on a reader. But those cards are starting to
How Are Consumers Spending Some of Their Time? Reading Reviews. Lots of Reviews. Reviews play a central role in the path to purchase, and many consumers don?t just skim them before purchasing?or passing on?a product. Some will spend anywhere from a few minutes to more than an hour to make sure they?re making the right
Amazon Continues to Entice Consumers with Free Shipping, Even for Simple Toiletries Most consumers want a product delivered the second they order it, and Amazon is betting on that behavior to drive more sales by offering free one-day shipping on Prime-eligible products. An October 2019 CivicScience survey found that a plurality of US internet users
“Retailers protect consumers’ purchasing power” (Christian Verschueren, EuroCommerce) What will 2020 bring for the retail sector? Growing tensions between retailers and their suppliers, fears EuroCommerce director-general Christian Verschueren. He hopes that the new European Commission will put a strong stop to increasing protectionism. www.retaildetail.eu
Ikea takes stake in start-up to optimise returns Ikea has taken a minority stake in Optoro, an American start-up that develops software aimed at making returns more efficient. The investment fits in with the objective of the Swedish retailer to be a circular company by 2030. www.retaildetail.eu
