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Customer feedback: How online retailers can optimally use it

Online shoppers let online retailers know in numerous ways how satisfied or dissatisfied they have been with a purchase. Yet how can online retailers keep an eye on all these different channels and thus ensure a lasting retailer-customer relationship?

The definition of customer feedback

The term customer feedback is a collective term describing the experience users have had with a company, in our case an online shop. Shop and product reviews are generally the most well-known ways for an online buyer to share their experience with the internet community. Forum entries and blogs are just as much a part of this as social media shares and likes.

Understand today the new shopping habits of tomorrow: The Social-Shopper

Among the five profiles of today’s shoppers identified by the EQUIPMAG/Soon Soon Soon study, today we will focus on the Social-Shopper. What is his lifestyle? What is his shopping behavior? What kind of marketing innovations have an impact on his consumption?

Focus on the buying habits of Germans and good reflexes to adopt!

E-commerce One to One and Content Square revealed early in this year the different surfing habits of Internet users worldwide through an international study.

Quality and price of the product, design, customer service, terms and conditions: These ecommerce features have more or less significant impacts on a country’s purchasing act to another. Understanding the user experience has become a factor of competitiveness for online retailers: translate its website is no longer enough!

“What are you expecting from an innovation in the Retail industry?”, Luc Dol, Enseigne & Innovation

Luc Dol, President, Enseigne & innovation Club

 

“If innovation is the implementation of innovative ideas, specific researches to be consistent with an increasingly polymorphous and unloyal Customer’s expectations; Innovation therefore requires novelty compared to what is already offered and not an adaptation of the existing offer, even if….

Understand today the new shopping habits of tomorrow: The Slow-Shopper

Among the five shopper profiles identified by the Soon Soon Soon report in our last blog post, today we’ll focus on profile #2, the Slow Shopper. What is his lifestyle? What are his purchasing behaviors? What kind of marketing innovations have an impact on his consumption?

“What are you expecting from an innovation in the Retail industry ?”

Today’s innovation is based more and more on the creation of new business models with the example of diverse companies as Nespresso, Amazon or Netflix. The emergence of a behavior called ‘collective’, in opposition to an ideal ‘individualistic’ that had for a long time been dominant, is now completely reorganizing the relationship between individuals and the economy (crowdfunding, collaborative consumption, marketplace, .. ).

The future of traditional commerce is already here.

Immersion into the new tech buying process in the connected shopper’s shoes! The future of traditional commerce is already here.

Watching TV in your living room will soon be a totally new experience. The connected consumer constantly switches from one device to another, going from their smartphone to tablet, to desktop, to laptop, to television, and back to their smartphone.

“Second screening”—the use of a phone or a tablet while watching TV—is now an integral part of the connected consumer’s behavior. According to a survey from Ericsson Lab, 60% of the time TV viewers are watching a show in the evening, they’re also using their smartphones, tablets or other devices. That means it is now necessary for brands to fully integrate this second screen into their business strategy. The multi-channel customer process starts with the consumer.

Understand today, the new shopping habits of tomorrow : The Vigi-shopper

In a survey sent to 900 respondents across 15 countries, EQUIPMAG’s Soon Soon Soon report was built up to understand the shopping habits of tomorrow, in order to help retailers for a better service for their customers and to answer their needs.

The report identifies five distinct shopper profiles, categorized by emerging behaviors and lifestyles, and then distinguished through a series of concrete marketing innovations.

The Retail (r)Evolution

Whether you are shopping, having a candlelit dinner, waiting for a bus or to see a doctor in an urgent care clinic, our brains are busy at work processing the environment around us and forming emotional responses to all that stimulates our five senses. Neural structures that have developed for decoding sensory information, exhibiting empathy, perceiving patterns, and seeing in pictures have a direct influence on the design of all of these places.

There is no doubt that digital media is an exciting new tool in the experience designer’s toolbox. The pervasiveness of digital media and its integration to our lives is having an effect on the structure of our brains as well as our physical environments. Digital place-based media, handheld devices and emerging technologies are changing the way retailers, restaurateurs, hoteliers and myriad other businesses, need to communicate with their customers.

4 questions to Sophie Lubet

Director of the Retail Department at Comexposium Group
– What are the current and future issues and evolutions for tomorrow’s retail industry? 

We are actually living the creation of a real multi-channel retail, even if the subject has been discussed for the past 3 years.

Multi-channel retail, pretty much like E-commerce, truly involves an entire business activity being renovated under the impact of the ATAWAD (Any Time, Any Where, Any Device) revolution. Traditional channels are being questioned. Consumers are reinventing retail through its usages, with the help of technology innovation and social media.