Get the ECT News Network Weekly Newsletter » View Sample | Subscribe
Welcome Guest | Sign In
ECommerceTimes.com
Shifting Shopping Trends Push Retailers to Rethink Marketing
February 25, 2021
Shopping trends are expanding as the pandemic's effect on e-commerce continues, forcing retailers to adapt their marketing strategies to meet new consumer expectations and demands, according to a new report. Consumer adoption of digital shopping is driving increased use of user-generated content, new private labels, and access to product sampling.
New Customer Experience Needs and Commerce Trends for 2021
February 24, 2021
Commerce analysts do not see consumers shedding their newfound buying options in the wake of a post-pandemic marketplace. Concerns for health safety, social distancing, and remote working will remain priorities for many shoppers. Merchants who demonstrate that they are able to quickly get products to consumers, resolve issues with customer service, and provide fast delivery and returns will be the ones that thrive.
Contactless Goes Far Beyond Payments: It's For Everything
February 23, 2021
Retailers are finding new ways to retool their customer experiences to conform with the new contactless "everything" supply chain; and artificial intelligence and computer vision technologies are lending a notable hand. Out are the bulky metal lockers where customers had to open doors that many other people have come in contact with to retrieve their items staged from online purchases.
Oracle's Reinvention
February 16, 2021
Oracle's continued strides in the tech space say a lot about perseverance and deep pockets. It was a darling of the 20th century tech era, rising from a startup in the database wars and becoming the sole surviving independent database company. But at some point, success leveled out its rise and it became just another big company. Then came the challenge of cloud computing.
E-Tailers Squandering a Fortune in 'NUMO' False Declines
February 9, 2021
Is your list of new business customers falling short due to issues with their rejected credit approvals? New User Missed Opportunity or "NUMO" is a growing problem for e-commerce vendors. It is caused by false payment declines based on a lack of access to current consumer data by the rating agencies. But you can fix this problem.
Is 2021 the Year Cyberattacks Force Privacy Laws to Grow Some Teeth?
February 4, 2021
Cyberattacks are increasing in frequency, ramping up the data privacy threats they pose to government agencies and businesses alike. Governments both domestic and foreign need to step up efforts to pass legislation that bolsters technological defenses this year, warn privacy groups. Stiffer privacy laws are gradually being reviewed and signed into the U.S. market. But that process is mostly taking place at the state level.
How to Deploy an Effective Mobile CX Strategy for E-Commerce
January 28, 2021
As the pandemic continues to keep shoppers out of brick-and-mortar stores, new shopping behaviors continue to include smartphones to nudge products into consumers' digital shopping carts. CRM Buyer discussed with Dennis Reno, SVP and head of customer experience at Cyara, how mobile CX is influencing e-commerce, and how these changes can help to improve the customer's overall experience.
Algolia Acquires MorphL to Advance Marketing Prowess
January 26, 2021
Search-as-a-service company Algolia on Monday announced its acquisition of Google DNI-funded machine learning startup MorphL to fuel Algolia's new artificial intelligence offering. The company hopes the new service will eliminate barriers to AI implementation and help businesses drive website conversion and personalization.
The New Era of Cashless, Invisible Payments
January 21, 2021
While it was already underway prior to the pandemic, the worldwide shift to digital payments has been accelerated by the crisis. This new cashless concept and the related back-end changes by banks to adopt real-time payments are becoming increasingly popular; and have set into motion the potential for a ripple effect throughout the e-commerce ecosystem.
Conversational Platform Trends for 2021
January 19, 2021
Live chat and conversational platform technologies have made significant advancements in recent years. Thanks to AI and machine learning, these implementations have gone beyond just being a customer support tool, to a crucial component of an e-commerce revenue engine. Here's what retailers need to know to get maximum conversions and satisfied customers from live chat tools in 2021 and beyond.
Coffee Sales 2.0
January 18, 2021
Coffee is one of the most widely consumed beverages in the U.S. and worldwide. As the market grows -- and becomes more competitive -- coffee companies are coming up with more creative ways to get their products to online consumers. The E-Commerce Times recently spoke with coffee and e-commerce experts to get their views on what's involved in successful online coffee sales.
Consumers Becoming More Tolerant of Chatbots for Certain Tasks
January 15, 2021
If you want to smooth over irate clients and offer more efficient customer services, consider conversational bots instead of a roomful of human company reps. Researchers see consumers' comfort levels with a variety of chatbot technologies softening towards customer service, scheduling, banking, and therapy.
Young Entrepreneurs Bring High Tech to Quell Surgical Fears
January 14, 2021
The last thing George Kramb expected from years of walking surgeons through actual operations using medical machinery was to step into a role that helped guide patients worldwide through their own medical journeys. Kramb and his partner Patrick Frank are now listed on the "2021 Forbes 30 Under 30" list in recognition of their status as rising stars in the business world.
Acquiring and Retaining Customers in an Era Without Brand Loyalty
January 7, 2021
E-commerce is now at an all-time high, with global sales figures projected to reach $4.1 trillion in 2020, almost doubling since 2015. While the spectrum of global customers has broadened, so has the scope of competition. As the need for customer support grows, there is a golden opportunity for brands to capitalize on the changes fueled by the pandemic and emerge from the crisis with a newfound customer base.
Walmart Tackles Return Issues With New Home Pickup Service
December 22, 2020
Walmart has raised the bar for service by an online retailer with its announcement of free home pickup of customer returns. Called "Carrier Pickup by Fedex," the program allows items bought at Walmart's online store to be returned with a minimum of hassle by scheduling a home pickup from the store and printing a return label for the item.
E-Commerce Working Beautifully for the Cosmetics Industry
December 17, 2020
Cosmetics companies traditionally have relied on in-person retail sales to attract new customers and maintain existing clientele. The pandemic, however, has upended the cosmetics industry, bringing new challenges as well as a host of opportunities for companies that are agile and creative enough to take advantage. The E-Commerce Times spoke with experts in cosmetic sales about trends in this dynamic and evolving industry.
Clickwrap Technology Brings Speed, Efficiency to Digital Transactions
December 11, 2020
Clickwrap transaction platforms, which serve to replace electronic signatures, are emerging as a valuable tool to help businesses navigate the increased volume of online transactions. Instead of signing, users click to check a box, or click on a button with a label such as 'I Agree' or 'Accept'. That action authorizes the included consent language.
'Scalper' Bots Hoarding Hottest Products from Consumers
December 9, 2020
During any holiday season, consumers have a tough time wrestling with each other for best-selling products, but now times have become even tougher, thanks to the proliferation of online "scalper" bots. These robot shoppers, unleashed by cybercriminals, emulate the activity of ticket scalpers in the real world.
The Rise of Mobile Shopping Apps
December 5, 2020
Mobile shopping apps have in the midst of the pandemic become central to online retail operations, and they're clearly here to stay. The E-Commerce Times spoke with m-commerce specialists to find out what's behind the rapid growth of consumers shopping on mobile devices, what mobile shoppers require from shopping apps, and how retailers can provide a better experience for their customers who shop on mobile devices.
Online Grocers Must Modernize Digital Platforms to Thrive
November 16, 2020
With restaurants and bars closed or at limited capacity, consumers are spending more on groceries than ever before. Online food and beverage sales are forecast to grow by 60 percent in 2020. However, much of how the grocery industry still operates is locked in the norms of the 2000 to 2020 era, with dull, out-of-date and clunky online shopping experiences.
Consumers of All Ages Still Struggle on E-Commerce Sites
November 12, 2020
Online shoppers face myriad basic obstacles, including not being able to complete a purchase transaction. Research by customer engagement firm goMoxie shows that consumers across all ages, genders, and regions in the U.S. struggle to complete basic tasks on retail websites. Most are more likely to abandon the experience or switch to a competitor rather than seek assistance.
Why Digital Transformation Is Essential to Improve Business Outcomes
November 11, 2020
High-performing businesses reach peak commercial performance by reducing friction in customer interactions in the face of a market with increasing complexity. If you look at who's winning, it's the companies that not only embraced digital transformation early, but also made it a core building block of their foundation moving forward. So, what does it take to win today?
Many Shoppers Now Want Zero In-Store Human Interaction
November 10, 2020
The rise in consumer adoption of e-commerce in the wake of the pandemic is pushing the rebirth of brick-and-mortar stores as potential bastions of interactionless shopping that resembles an e-commerce experience. Amenities for redesigned in-store floor space include no-contact kiosks that offer circulars and coupons. Robot greeters and sales assistants to help maintain social distancing are also in some plans.
How to Continue Winning Business During a Pandemic
November 9, 2020
Today, change feels more common than stability. On top of all the uncertainty, sales professionals face increased demands while rebuilding the pipeline. Yet it's clear that there is still business to be won. But first we must assess the new realities this pandemic has brought on. Here are five ways the sales world has changed and what teams can do to adapt and prosper.
Chat Commerce Driving Higher Revenue, Better CX
November 6, 2020
More consumers are shopping via phones and other mobile devices, and companies that use chat with commerce are reaping rewards while improving the customer experience. New commerce research reveals that at least two-thirds of firms using chat apps such as WhatsApp and WeChat see greater commerce gains than competitors that do not.
AvidXchange SVP Heather Caudill on the Quest to Ensure Customer Loyalty
October 26, 2020
To survive in this new business reality, it is imperative that remote employees have the skills to succeed while away from their physical offices. How to do that effectively is a multifaceted process. CRM Buyer discussed that journey with Heather Caudill, senior vice president of relationship management at AvidXchange.
The Pandemic's Effect on Gift Giving: Is Your E-Commerce Business Ready?
October 23, 2020
For all the ways the COVID-19 pandemic has affected our online shopping behavior in 2020, add to the list: holiday gift giving. As e-commerce retailers, we should prepare for a surge in online gift purchases and also an increase in gifts delivered directly to the recipient. Here are ten ideas that e-tailers can use to rethink the gift-giving experience this holiday season.
The Strive to Survive a COVID-19 Holiday Shopping Season
October 19, 2020
The upcoming holiday season is looking much different than anyone would have suspected this time last year. Forget about the customary long lines to buy gifts for loved ones and friends this year -- if you can even find a store that is open. All of these changes make it critical for marketers to adapt in an effort to recover lost sales and attract new customers.
I Might Differ
October 15, 2020
Last week my good friends Brent Leary and Paul Greenberg opened up their online show, CRM Playaz, to an executive roundtable discussion with some of the movers and shakers in our CRM world. Unfailingly, each speaker espoused the centrality of the customer and visibility through 360 degrees of customer interaction. It's hard to disagree with that -- though I will.
The 2020 Holiday Shopping Season Will Set Long-Term Precedents
October 6, 2020
The restrictions forcing people to work and shop from the confines of their homes accelerated an already advancing e-commerce market that was years in development. As a result, the pandemic has created a case study for e-commerce and retail of the 21st century. Moving forward, this holiday shopping season will likely witness one of the next major shifts toward a different future in retail.
See More Articles in Customers Section >>
Get your contact center ready step-by-step guide
Which type of digital advertising is most likely to attract your favorable attention?
Ads based on my interests
Ads designed to grab my attention, e.g. pop-ups, autoplay
Audio ads
Email ads from sources I've authorized to contact me
Informational articles on products/services
Social media ads
Straightforward banner ads
Video ads
Get your contact center ready step-by-step guide