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Omni-Channel Retailing is an evolution of multi-channel retailing which puts emphasis on a seamless approach to the customer experience through all available shopping channels. Multi-channel shoppers spend 15% to 30% more than those who use only one channel, so the benefit of aligning customer service and experience on all channels is obvious.
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Mobile commerce (mcommerce) is expanding very fast as consumers increasingly own more smartphones and feel more comfortable shopping on their smartphones. This translates into 71% increase in mobile commerce revenue which is why retailers cannot ignore the need to provide good mobile shopping experience.
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As the technology advances and the world moves faster, our attention spans as consumers are declining. Businesses must catch our attention quickly and reply to customer interactions immediately so they are not lost. Is Your Customer Service adjusted for today's short user attention span?
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While price is obviously important for making online purchase decisions, shoppers are increasingly looking for more reliable brands and websites that deliver both entertaining and secure shopping experiences. So retailers need to focus on creating a trustworthy environment via their customer service and shopping experience.
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Companies that engage with their customers via different channels have more loyal customers who spend 20%-40% more. Learn how to provide the same high-level customer service on all your online channels such as your website, Facebook page, and mobile website.
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