64% of e-commerce marketers fail to measure customer engagement

Three measuring tapes.

64% of e-commerce marketers have not measured their customer engagement processes in the past month, and nearly one fifth (17%) have never measured them at all.  

That's according to new data from Customer Engagement Platform SALESmanago, which surveyed 250 e-commerce marketers across Europe to determine whether the measurement of customer engagement elements is being neglected. Worryingly, almost half (48%) don’t think customer engagement metrics are...

14 February 2023 | Customer Experience

A quarter of companies believe their web platforms stifle sales

A quarter of respondents believe their company websites are costing them business.

This is according to a cross-sector survey conducted by Danebury Research and sponsored by Umbraco.

More than half of the survey participants said they need to extend website functionality by connecting to new technologies that enable analytics, personalisation and transactions. Almost a third (30%) report that their companies are paying for CMS features that will never be...

23 January 2023 | E-Commerce

Less than half of retailers believe they can effectively manage their digital operations

A woman making a payment in a cafe.

Retailers expect major increases in operational requirements around fulfilment and digital-related functions in 2023.

This is according to a survey from Incisiv, a next-generation industry insights firm that helps retailers and brands navigate digital disruption, titled Digital Complexity: Thriving in Unpredictable Times.

With the pace and complexity of operations in digital retail rising rapidly, most brands feel inadequately prepared to deal with these new challenges....

12 October 2022 | E-Commerce

Vast majority of consumers rely on video when shopping online

Two women looking at a laptop screen.

85% of consumers worldwide rely heavily on video when they purchase goods and services online, according to a study by Brightcove.

As part of a global investigation led by the online video platofrm provider, shoppers around-the-world have shared their perspectives on just how important video is as part of the purchase journey.

Some of the study's key findings include:

· Almost half of consumers worldwide (48%) say that video increases their confidence to shop...

28 June 2022 | E-Commerce

Ted Baker taps BigCommerce’s platform to launch online store

A Ted Maker model carrying a plant.

BigCommerce, an Open SaaS eCommerce platform for fast-growing and established brands, has launched a composable, modern eCommerce experience for Ted Baker, the UK-based global lifestyle brand. 

Built on BigCommerce’s transformational multi-storefront (MSF) headless solution, Ted Baker uses a single BigCommerce store to operate multiple unique storefronts and leverage the platform’s ever-evolving partner network to strengthen its posture as a digital-first...

15 March 2022 | E-Commerce

43% of Brits ditch online checkouts at the last minute in favour of Amazon

A supermarket checkout.

14% of consumers browse online stores every day without any intention to buy anything at all, according to a study by Ve Global.

In addition, the tech ecommerce specialist's report, in which 2,000 British consumers were questioned, reveal that while in the early stages of the research process, 37% of consumers are adding items to their basket to save them for later, not necessarily to purchase.

The report shows that the missed sales opportunity for retailers lies in the...

4 March 2022 | Commerce

How M&S increased engagement and achieved listings consistency with 1,063 stores

Marks & Spencer's St Helens store.

Marks & Spencer (M&S) is a leading British retailer bringing quality, great value food, clothing and homeware to millions of customers across the UK and around the world, from everyday style on M&S.com, to the very best prawn sandwiches at convenience M&S Simply Food locations.

The problem:

M&S continued to serve its customers throughout lockdown and strived to find new ways to help them shop with confidence and find the information they need online...

18 November 2021 | Automation

Christmas shopping season set to follow trends laid by the pandemic

Christmas Presents

The boom e-commerce has seen during the pandemic is showing little sign of slowing down as the Christmas season approaches.

Cross-channel marketing platform Iterable spoke to 1,000 UK consumers to learn more about their upcoming shopping plans, finding that only 14% planned to complete all or most of their Christmas shopping in-store.

In comparison, the fact that 86% of respondents plan to complete at least half of their gift buying online this year highlights the...

27 October 2021 | E-Commerce

Domino’s selects Emplifi to deliver real-time social media engagement

A slices pizza.

Pizza restaurant chain Domino’s has implemented Emplifi CX platform to better engage with customers on social media and increase call centre efficiency. 

Carley Dunlap, team leader – social media and Q&A customer support at Domino’s, said: “To achieve the personal connections and interactions with our audience, we needed a top social media management and CX tool from a brand that understood our commitment to our customers. We partnered with Emplifi to achieve...

8 October 2021 | Customer Experience

How RIU Hotels & Resorts made booking easier for customers

RIU Palace Madeira

RIU Hotels & Resorts is a Spanish hotel chain founded by the Riu family as a small holiday firm in 1953. It was founded in Mallorca, Spain, and is currently 49% owned by TUI and run by the third generation of the family.

Problem:

On some hospitality websites, finding exactly where you want to stay and making a reservation can be frustrating. Eduard Bonet, VP, digital business, RIU Hotels & Resorts, is working to ensure a superior experience on his company’s...

5 October 2021 | Customer Experience