A good return policy can be the deciding factor in whether or not a customer makes a purchase. More than just a matter of convenience, businesses that assuredly offer easy returns and exchanges are showing customers that they have a strong confidence in their product. Online shoppers have a surplus of online marketplaces to choose from for any item or service they buy; the type of satisfaction guarantee that a solid return policy offers can be the security blanket needed to take the final plunge on your site over a competitor.
Seb Villien has been Head of Ecommerce for the distinctive fashion retailer Joe Browns for over two and a half years. From a digital point of view, Seb and his team have developed an ecommerce strategy where they’re now building on further growth in the UK market, as well as tackling an international market. The ability to personalize experiences for all customer segments is key to the entire strategy of the business. We caught up with Seb to find out more....
Great personalized product recommendations are the beginning of a great customer experience. More than just potential order increases, relevant product offerings are a way of connecting with your users on a personal level and validating that you understand them as individuals. It’s a stepping stone to more progressive forms of personalization, and an important part of the customer journey that encourages product discovery and engagement. With this more personal and relevant experience, businesses are more likely to get returning customers who are willing and happy to spend more--simply because the brand gets them.
It’s well been established that customers today have extremely high expectations from the businesses that they interact with. With every purchase, whether online or in store, customers want to feel like they are special. People want to walk into their local coffee shop and be greeted by name as they are handed a low-fat, one-pump vanilla latte with extra whip--without ever having to place their order. Customers recognize when they are being treated personally, and so personalization software is a must have for a business in order to stay top of mind to today’s shoppers.
Welcome to the inaugural Qubit CX Olympics, a customer experience competition that will rival the summer games in Rio. We’ve partnered with some of the most trusted voices in customer experience to bring you a friendly face-off between the leading ecommerce brands in five events that make up the fundamental elements of the customer journey: returns, content, recommendations, loyalty and personalization. The tournament will determine who is delivering the ultimate customer experience, how they’re doing it, and how you can do it too—and maybe do it even better.
Last year Amazon picked its own peak. Recognising that retailers enjoy different sales peaks throughout the year, they created their own artificial peak, opening up a fresh day of discounts exclusively to Amazon Prime members. It was an immediate hit. That success was replicated this year. Amazon sold more than $2 billion of merchandise on an otherwise quiet Tuesday in July. Where Amazon goes, retail follows, so we’ve picked out the key takeaways from Prime Day 2016 and have some suggestions for picking your own peak in the future:
Black Friday, and similar shopping peaks, seem to get more intense in the retail industry each year. From sales starting earlier and earlier, to discounts that condition customers to eschew buying full-price, the months leading up to December holidays have become a shopping frenzy. We sat down with Helen Schmid, Head of E-Commerce & Digital Marketing at Journelle, to get her opinion on making one of retails toughest periods successful for her brand.
Black Friday is an oft debated topic in the retail world. On the one hand are the stories that emerge every December about record breaking sales, but on the other are the doubts that seem to be creeping in.
Black Friday has become the highlight of the Christmas season and a microcosm of the wider trends impacting retailers today.