Constant Contact Infographic: The What, When, and Who of Successful Emails

Posted · Add Comment

Constant Contact recently unveiled factors that make or break  email successful email campaigns. By digging into their database of over 60+ billion emails per year, they found there are three factors that can help or hinder campaign success: email content, best time to send emails, and who within audiences then to be the most engaged. Constant Contact shared these […]

User Experience and the Checkout

Posted · 17 Comments

The old saying goes, “If you give a mouse a cookie, he’ll want a glass of milk.” The same thought process applies to customers when they are finishing an online purchase. Whether they’re buying plane tickets, renting a car, or booking a hotel – there are more than likely other add-ons available to help improve […]

The Future of Customer Experience Management

Posted · Add Comment

A recent report from Econsultancy CEO Ashley Friedlein about trends in Digital Marketing for 2014 begins with the results of a recent survey. Conducted by Econsultancy and Adobe, they asked companies to indicate the single most exciting opportunity for their organization in 2014. The number one answer was Customer Experience.   Friedlein predicts that ‘customer experience management’ (CEM) […]

Healthcare Consumers and The Paradox of Choice

Posted · Add Comment

Barry Schwartz’s Ted Talk on the Paradox of Choice inspires us to consider how too much choice in the post healthcare reform market may unintentionally have adverse affects on consumers.  Case in point: Barry’s citation of a study regarding how consumers respond to choice in selecting retirement funds. The results potentially foreshadow the eventual buying behavior […]

Personalization: Key to Successful E-Commerce in 2014

Posted · Add Comment

Technologies are emerging that make targeting, understanding and engaging with your audience more manageable than ever.  As a result, it has become increasingly important for online retailers to start tailoring their offerings to the individual. Inviting customers to consider conveniently-placed content and products that speak directly to their interests and preferences will enable your business […]

3 in 4 Retailers Believe Mobile Will Soon Influence the Majority of Consumers’ Purchases

Posted · Add Comment

A new study from RSR Research indicates that already, almost half of retailers believe that mobile influences consumers’ purchases more than half of the time. And they’re even more confident of mobile’s influence in the years to come: some 44% believe that mobile will in 3 years influence consumers’ purchases at least three-quarters of the […]

Getting the Right Ratio for Your Marketing Spend

Posted · Add Comment

A report by Econsultancy highlights a significant issue for digital marketers: most companies operate at a 92:1 ratio. In other words, for every $92 businesses spend driving traffic to their websites, they only spend $1 converting it. Through anecdotal evidence from speaking daily with companies around the world about their digital marketing efforts, I can tell you […]

Marketers Deem Conversion Rate Optimization Crucially Important, Report Improvements

Posted · Add Comment

Roughly 6 in 10 company marketers from around the world say that conversion rate optimization is “crucial” to their overall digital marketing strategy according to a new article on marketingcharts.com. Additionally, almost 9 in 10 report that their organization’s focus on conversion rate optimization has increased over the past 5 years. There’s little doubt that […]

Use Data to Add Value, Not Alarm Customers

Posted · Add Comment

There’s a fine line marketers must walk when providing a customized experience for visitors on an ecommerce website. Too much customization and you may annoy visitors (or worse). Too little customization and you’re leaving a lot of potential profit on the table. A few weeks ago, I had the opportunity to travel to Coral Gables, […]

Finding Budget for Improved Mobile Optimization

Posted · Add Comment

Earlier this year Shop.org and Forrester Research produced their annual report of e-commerce benchmarks based on a survey of retailers that sell online. The report noted that 29 percent of retailers believe that mobile traffic and sales negatively impact their overall conversion rates. As visits from smartphones and tablets increase, retailers are looking to improved […]

Core Product Revenue vs. Ancillary Revenue

Posted · Add Comment

We’ve been talking a lot about ancillary revenue in previous posts. What is the difference between ancillary revenue and core product revenue? Here’s a quick overview. Core product margin is the operating profit percentage on the product most associated with the retailer. In the case of an airline, this would be the margin on a plane […]

Regardless of Its Proven Impact, Optimization Is Not Yet Getting The Budgetary Focus It Deserves

Posted · 1 Comment

According to a recent Adobe 2013 Digital Marketing Optimization Survey, results indicate those allocating more of their marketing budgets to optimization tend to have more success with their conversion rates. For example, 21% of respondents spending more than one-quarter of their budgets on optimization are achieving conversion rates of 9% and above, compared to only […]

The Three E’s – Enable, Ensure, Enhance

Posted · Add Comment

In my last post on 8/8/13 I pointed out that Amazon doesn’t optimize for percentage margin. That’s significant because it allows Amazon to lower prices as far as they want. But if we examine the bottom line of digital retailers, they appear to be healthy. How is it possible to remain profitable in a market where […]

If You Can’t Beat Them …

Posted · Add Comment

If your business depends on online sales and marketing, this statement from Amazon’s CEO, Jeff Bezos, given during an interview with the Harvard Business Review, should certainly catch your attention: “Percentage margins are not one of the things we are seeking to optimize.” Are you getting that? The largest online retailer in the world isn’t […]

The Importance of Personalization to Brands

Posted · Add Comment

Interest in online personalization is exploding as brands aim to connect with customers and allow customer experience to drive that relationship.  Ted Moffatt of Stratigent makes some great points in his recent post about the importance of online personalization. Ted covers a lot of ground here and I found myself nodding throughout. Bottom line: online […]

Pricing Pressure, Multi-Screening, and Testing

Posted · Add Comment

Search and social media exert a tremendous downward pressure on primary product pricing, as we’ve discussed previously, by making it much easier for customers to compare pricing across retailers, both online and off. But there’s another aspect of the social age that should be a cause for concern for online retailers: Multi-Screening. According to a […]

The Right Product = Better Customer Experience

Posted · 10 Comments

Creating a better customer experience can seem awfully complicated. And maybe it is. Source: http://en.community.dell.com/ After all, today’s customers interact with brands everywhere from Facebook to print ads to telephone calls.  But getting customers the right product at the right price is still an awfully effective piece of the strategy for keeping customers happy. And in an online environment, […]

 
 
Top PageLines