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According to the findings of a study in 2012 by global interactive marketing provider ExactTarget, two thirds of online Americans have made a purchase as a result of email.

This nearly twice the percentage of those who have purchased after receiving marketing messages delivered via both Facebook and text messaging combined.

Based on a survey of 1,481 online consumers in the US, who were asked how Americans communicate online with brands and with friends. 77% preferred to receive marketing messages via email.

45% prefer email for personal communications.

Five percent said they prefer to receive marketing messages via social media (Facebook, Twitter, LinkedIn).

13%  preferred social media for personal communications. Key findings of the research include: Read more

eCommerce cart store business logo brand

Mobile devices (mainly tablets) will rule the e-commerce realm, starting now and in near future. According to a mobile shopping survey sponsored by AisleBuyer in 2012. 22% of US shoppers have been to a store where salesmen use mobile devices instead of cash registers. 57% of those shoppers think retailers who use tablets and other mobile devices in place of cash registers are more innovative than those who still use traditional cash registers.

Other key findings from the survey include:

  • 64% of shoppers feel store associates are most helpful when they are on the store floor where consumers are shopping, rather than behind a cash register
  • 41% said they would rather see retailers replace traditional cash registers with tablets to make room for additional merchandise
  • 43% are familiar with the term mobile wallet. Conversely, only 12% know what NFC (Near Field Communications) means

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eCommerce cart store business logo brand

According to the 2011 Social e-Commerce Study, a joint research project by Shop.org, comScore and Social Shopping Labs. 42% of online consumers have “followed” a retailer proactively through Facebook, Twitter or a retailer’s blog. The study also found that the average person follows about six retailers.

Majority of respondents (58%) said they follow companies to find deals. Nearly half (49%) say they want to keep up to date on products. More than one-third also follow retailers for information on contests and events (39%).

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Exceptional customer service experience creates loyal customers.

Customer service has the power to impact a company’s top and bottom lines, as studies show.

According to the Customer Experience Report, a Harris Interactive study sponsored by RightNow Technologies, customer experience is playing a significant role in determining where consumers choose to shop and how much they are willing to spend.

85% of participating consumers said they would be willing to pay more over the standard price of a good or service to ensure a superior customer experience.

Of those consumers that said they would pay more for an excellent customer experience:

  • 55% would pay 10% or more
  • 27% would pay 15% or more
  • 10% would pay 25% or more

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