Month: May 2017

From the Internet of Things to voice interface: how ecommerce directors plan to invest

Some 35% of ecommerce, multichannel and digital directors questioned for a study by commerce consultancy Salmon, quoted by Internet Retailing, said enabling the Internet of Things was a priority as they looked to drive sales and improve the customer experience. The research, which also questioned directors at wholesale and manufacturing companies, found that 61% were currently investing in the IoT, 69% in robots and 60% in machine learning.

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Rob Siefker, Director of Customer Loyalty, Zappos: “Obsess over your customer”

Zappos will be represented, for the first time in Romania, at the GPeC SUMMIT 16-17-18 May 2017, by Rob Siefker, the most pertinent person to share Zappos’s secrets about creating memorable experiences for the customers. Rob will speak during a 1-hour keynote on May 16: Creating Customer Experiences and Satisfaction that will ensure Word of Mouth Marketing. We had the chance to talk a little with Rob before his visit in Bucharest. Asked about the first challenges he encountered when he became Director of customer loyalty at Zappos in 2010, Rob said: “It’s honestly hard to remember back that far with all of the challenges we’ve faced. One big challenge was better structuring the team in order to meet our operational goals as well as our goals with the call center employee experience. In some ways, that specific challenge is never ending.” As Zappos is known for its credo “Delivering Happiness”,

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Interview with Michal Jirak & Robert Johnson (Glami.cz): “If you want the users to convert, invest in detailed size description, guarantee fast shipping and allow for easy returns”

In preparation of GPeC SUMMIT 16-17-18 May 2017, we sat with Michal Jirak & Robert Johnson and asked them about the “secrets” behind the online European shopping platform Glami.cz. You will have the chance to meet and hear Robert Johnson (right, in the photo) at the GPeC SUMMIT this month, so hurry up and secure your seat now! Glami.cz is planning to enter the Romanian market soon. For our readers who don’t know about Glami yet, can you explain in a few words what Glami does? Online fashion is highly fragmented with several hundreds of shops on each market. People, however, want to discover and experiment. Glami brings all quality fashion brands and online retailers onto one platform. We help shoppers discover new brands and products and shop for the ones they already love. Our platform is dedicated to matching the right users to the right retailers. Glami serves as an important source

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Weekly News: AI in shopping, online communities, in-home delivery, m-paments

AI and e-commerce: a perfect storm for retail jobs Online retailers like Amazon are “crushing” brick-and-mortar department stores in terms of sales and these online retailers are replacing their retail salespeople with AI, robotics, and machine learning. In a virtual environment or a non-face-to-face context, people could not care less about who or what is on the other end of the line or responding to online queries. Among other advantages over humans in the online retail market, salesmachines can be programmed to use “Segment-of-One Marketing” to track and understand individual customer behavior, according to a research conducted by Dr. Keng Siau, chair and professor of business and information technology.

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Karl Gilis: “Now most people understand that words and emotions play a very important role in e-commerce”

We had the opportunity to interview Karl Gilis, Co-Founder at AGConsult, a Belgian company specialized in usability and conversion optimization. You will meet him and other great speaker at the GPeC Summit 16-17-18 May. Hurry-up and book your Early Bird price seat now!   At last year’s edition of GPeC Summit, you spoke about treating your customer as if you were on a date with him/her. Also, some people say that you should treat your customer like it was your wife/husband or boyfriend/girlfriend, in order to seduce him/her. Do you still believe in this and why? Yes, I still believe in the similarities. My talk wasn’t about a Tinder date, but a date with someone that you wanted to end up into a relationship with. The basic thought behind this comparison is that I really believe that you should try to build  a real relation with your customers. Customer loyalty still is

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