Month: August 2017

5 steps to creating a smooth customer journey

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Friction, your old school physics textbook will tell you, is the force created between two surfaces that slows a moving object down. According to Internet Retailing, in a retail sense, that moving object is the consumer, and the friction that slows them down (and sometimes stops them altogether) is the unwelcome combination of processes and technology that gets in the way of the simple, seamless shopping experience. 1. Map the journey Mapping your customer journeys helps you look at the experiences you offer from the customer perspective. Where are the friction points – the points that stall or derail the buying process? From being unable to try on a garment browsed online to complicated check-out processes, only when you understand where the pain points are can you begin to address them.

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Weekly news: Asos launches photo search, more and more online payments, Switzerland is 2nd in Europe

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Asos adds search-by-photo to its fashion ecommerce app The company says 80 per cent of UK traffic for ASOS comes from a mobile device, as do almost 70 per cent of UK orders — with consumers spending 80 minutes per month on average in the app. It’s not necessarily going to find a perfect match — not least because there are only 85,000 searchable products in Asos’ index — but when not matching quite right for form, it was at least pulling in similar sorts of patterns. So you end up with the same sort of fashion feel at least. Pinterest has launched a camera-based search feature that turns a real-world object (e.g. an avocado) into a series of Pinterest results (e.g. recipes for avocado). eBay also has its own ecommerce-focused image search in the works, due for launch this fall.

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REPORT ‘Digitally-obsessed’ consumers want VR, innovation and care

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One in five (23%) consumers is digitally obsessed, making almost all their purchases online, and inclined to shop with digitally advanced retailers, a new study suggests. This group, suggests the “Buying tomorrow report” (PDF file) from e-commerce consultancy Salmon, puts convenience and innovation ahead of the brand names, with almost nine in ten (88%) consumers saying that speed of delivery is more important to them than the brand being ordered (78%).

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REPORT Convenience, security, speed: the top 3 criteria for choosing a payment method

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According to a new report from Germany-based secondary market research firm yStats.com, “Europe Online Payment Methods: First Half 2017” (PDF file), the payment preferences of online shoppers in Europe differ by country. In several Eastern European nations, including Romania and Hungary, cash on delivery is still the top choice, although online card payments are on the rise. On average across the region, convenience, security and speed are the top 3 criteria for choosing a payment method.

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Weekly News: US and Russian markets, Affiliate Ranking by 2Performant, Selgros Travel platform

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US consumers want more features from e-commerce apps Consumers increasingly want and expect high-tech, personalized experiences on e-commerce apps, with at least 80% of the 505 consumers wanting app features that allow them to purchase directly through the app, sync loyalty rewards and receive discounts. According to a new survey from Clutch, a leading B2B ratings and reviews firm, many would also opt-in for product recommendations, personalized experiences, augmented reality features, and social media integration.

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