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Verticals > Retail & E-Commerce

How Do Consumers Say They’d Respond to Positive Customer Experiences?

October 13, 2015

Verint-Consumer-Response-Positive-Customer-Experience-Oct2015Some 82% of consumers have had a positive experience with a company recently, finds Verint [download page] in a survey of 18,038 respondents across 9 countries. Consumers were most likely to attribute a positive experience to the company dealing with their request quickly, while a sizable proportion also said that the company understood their issue and history. Read more »

Task and Frequency Factor into Smartphone Owners’ Browser vs. App Decisions

October 8, 2015

MBD-Consumer-Use-Mobile-Browser-or-App-by-Industry-Oct2015Consumers' decision to use mobile applications or browsers may boil down in large part to the task at hand, with browsers preferred for research-intensive tasks and apps more commonly used in industries where regular engagement occurs. That's according to findings from a new Millward Brown Digital study [download page] that looks into the rationale behind app and browser preferences. Read more »

When Do Consumers Want to Hear From Retailers?

October 6, 2015

Emarsys-When-Consumers-Want-to-Hear-From-Retailers-Oct2015A majority (57%) of US adults would want to hear from a retailer via email or advertising when it is offering a sale or promotion, and almost half would want to hear from one when an item they've been looking at becomes cheaper, according to survey results from Emarsys. In each case, women are significantly more likely than men to want to hear from a retailer or e-commerce company, per the results. Read more »

Retailer Email Acquisition: Modal Lightbox Benchmarks

October 5, 2015

Listrak-Retailers-Modal-Submission-Benchmarks-Oct2015Source: Listrak [download page]

    Notes: The average submission rate for modal lightboxes on retail websites is 2.77%, meaning that 2.77% of visitors complete the call-to-action when the modal appears to them rather than canceling out, says Listrak in an analysis of more than 400 of its retail clients in April. The report notes that the submission rate is highest at 11AM and noon ET (3.04% each), and lowest at 6AM (1.71%). Read more »

    Consumers: Reviews Important in Determining E-Commerce Site Legimitacy

    October 2, 2015

    BrandShop-E-Commerce-Site-Legitimacy-Criteria-Oct2015Source: BrandShop [download page]

      Notes: More than three-quarters of US consumers use customer reviews to determine the legitimacy of a site that sells brand name products, finds BrandShop in a recent survey of 1,055 US adults aged 18-65. The amount and quality of information is also used by a majority (59.5%) of respondents, though fewer determine legitimacy based on the quality of the site design and experience. Read more »

      North American Phone Traffic: Search Tops for Referrals; Email for Conversions

      September 29, 2015

      Adobe-NA-Last-Touch-Channel-Share-Phone-Visits-2013-2015-Sept2015Over the past couple of years, search has overtaken direct as the leading referrer of mobile phone traffic in North America, according to a recent report from Adobe Digital Index (ADI). The same pattern has manifested in Europe, according to ADI's analysis of more than 1.3 trillion visits to more than 10,000 websites in North America and Europe since 2013. Read more »

      Friday Research Wrap, 9/25/2015

      September 25, 2015

      GfK-Consumer-Attitudes-to-TV-Ads-Sept2015Planned viewing of TV programs during primetime has reached a new high, while program switching is at a new low, reports GfK in a recent study. While watching a program on a TV network remains the most common use of a TV set during primetime, more viewers are watching recorded programs and streaming video. So what about engagement across those viewing methods? Read more »

      Gen X Now Reportedly The Largest Generation of Affluents

      September 22, 2015

      Ipsos-American-Affluents-by-Generation-Sept2015Among affluents, Gen Xers (34-50) now outnumber Baby Boomers (51-69) for the first time, with the former accounting for 37% of all affluents and the latter 32%, according to Ipsos' latest annual survey of affluents in the US. The results are essentially switched from last year, leading Ipsos to declare this "a changing of the generational guard." Even so, Boomers continue to lead on one important front. Read more »

      US E-Commerce Metrics, by Device, in Q2 2015

      September 16, 2015

      Monetate-US-E-Commerce-Metrics-by-Device-in-Q2-Sept2015Source: Monetate [download page]

        Notes: Q2 2015 was "pretty good," declares Monetate, noting overall increases in conversion rates, average order values and revenue per session on a global basis, though bounce rates also increased. Also of interest, average order value for visitors referred by social networks grew each quarter during the previous year, but still lagged direct, email and search. Within the US, smartphones' share of e-commerce visits increased again; however, these devices continue to trail tablets and desktops in conversion and add-to-cart rates. Read more »

        Retail Marketers Identify Their Top Business Challenges

        September 16, 2015

        YesLifecycleRetailTouchPoints-Retail-Marketing-Top-Challenges-Sept2015Source: Yes Lifecycle Marketing / Retail TouchPoints [download page]

          Notes: Retailers are having trouble identifying and engaging their most valuable customers, as a leading 52% of respondents surveyed identify this as one of their top 3 business challenges (of 5 listed). In fact, more than 4 in 10 retailers surveyed said that their store associates know very little - if anything - about in-store associates. Part of the problem likely relates to a lack of access to customer data: just 27% of retailers said that store managers have access to customer data, and only 13% said store associates and stylists have access. Read more »