Monday, June 01, 2020

Reports outline changes to shopper behaviors in wake of COVID-19

There is no arguing with the fact that things have changed since social distancing and quarantine guidelines went into effect in March of this year. But just how long will these changes last? Or are these changes something that will last? Several new reports shed light on what could happen. >>

Tuesday, May 26, 2020

How adding emotion into AI can produce better CX

More and more consumers are turning to text and social media to solve customer experience and customer service issues. To help solve issues in a timely manner, many businesses have added Artificial Intelligence to route communications and even solve more minor issues. The problem is that AI can leave some feeling more frustrated. That's why, according to one expert, brands need to change AI to AEI - Artificial Emotional Intelligence. Here's how. >>

Tuesday, May 19, 2020

Reports highlight importance of experience

It is no secret that more people are buying more things - from groceries to tennis shoes to gaming equipment - online during the COVID-19 pandemic. But not all merchants, grocers, restauranteurs, or brands are making a great impression - and that may be bad for business post-COVID-19. >>

Monday, May 18, 2020

Will COVID-19 change shopping habits forever?

Over the past two months global retailers have seen a sharp uptick in buying online as people shelter at home and make fewer trips to physical stores. The question many merchants are asking is how long the uptick will last - are consumers at a new normal or, when restrictions are lifted, will shopping return to old patterns. We asked a digital expert their opinion. >>

Friday, May 01, 2020

Study finds gap in need for, readiness of digital experiences

While most execs agree that digital experiences are key for consumer engagement, there is a gap in knowing this and actually implementing good digital experiences. That is a key finding from Progress Software's new report which indicates that while most (53%) of organizations agree that digital experiences are key most (90%) have either cancelled or delayed digital experience projects over the past year. >>

Friday, April 24, 2020

Study: Reviews key to shopper engagement

Product reviews continue to be an important part of the customer journey. That is a key takeaway from new Bazaarvoice data which, among other things, shows that 75% of shoppers 'sometimes or always' trust consumer reviews. >>

Thursday, April 16, 2020

Reports: Online purchasing up, so are bill worries

From clothing and accessories to video games and now even groceries, as Americans are told to stay home they are turning to the web to buy both necessary and discretionary items. But that doesn't necessarily mean that spending is up. >>

Monday, April 06, 2020

Expert: How to outwit scammers feeding on COVID-19 fears

Scammers selling fake products on the Internet, pretending to be authentic designers and brands, has long been a problem. But over the past few weeks, a new crop of these scammers have put their shingles up all over the web, and they're selling products that have gotten more interest since the COVID-19 pandemic hit mainstream news channels. Here's how brands can protect their identities - and their consumers - against these fraudsters. >>

Monday, March 30, 2020

How to create shoppable content

According to experts about one-third of consumers begin their search for products at Amazon and nearly 20% start with a Google search. This makes it imperative for retailers and merchants to create shoppable content that leads shoppers to their store rather than a bigger retailer or even Amazon. Here's how to do it. >>

Friday, March 27, 2020

Study: Execs feel they're 'keeping pace' with ecomm

The majority of executives feel their business is keeping up with their competitors and what consumers want in the ecommerce space. That is a key takeaway from Kantar and Profitero's new report. Their 4th annual ecommerce benchmark report does indicate, however, that fewer than half (40%) of execs feel their leadership has made ecommerce a priority. >>

Monday, March 23, 2020

Poll: SMBs worried about recession

Even before states began shutting down schools and issuing shelter-in-place orders due to the COVID-19 outbreak, small business owners were worried about a recession. Now that many businesses have been shuttered to help stop the spread of the pandemic, SMB owners are even more worried. >>

Monday, March 16, 2020

Amid virus concerns, ecommerce may be strong point for merchants

Digital merchants may weather well the storm brought about by the Coronavirus pandemic. This as polls find many shoppers are avoiding shopping centers and malls around the globe. >>

Wednesday, March 11, 2020

Retail forecast strong but will Coronavirus slow expectations?

The NRF is predicting solid growth for retailers in 2020 but could fears about the Coronavirus slow retail sales? First, the numbers. The NRF in February estimated retail sales would increase about 4% this year to reach at least $3.9 trillion for US merchants. >>

Thursday, March 05, 2020

Study: People want consequences for fake reviews

For many years, reviews have been an important part of the digital buying experience. Shoppers seek out reviews for products as part of their research, and some are now fighting back against the fake reviews that spread across the digital space. In fact, some consumers want merchants and brands to take a tougher stand on fake reviews. >>

Wednesday, March 04, 2020

Expert: Bots should be less human

While artificial intelligence has been shown to be a big help in brands bringing ad campaigns in at scale and with more engagement, one expert believes AI can be a hindrance in at least one area: customer service. That's because AI-powered bots can appear too human, and complicate customer service in ways that are harming brands. >>