Optimizely

APRIL 5, 2018

Buyers today have simply changed the way they purchase products, with more and more of the B2C market moving online (or to Amazon) each year. Many B2C brands are making the leap and shifting away from retail and toward direct-to-consumer (DTC). But should your GPG brand start selling direct-to-consumer?

B2C 170

B2C Consumer Shipping Costs Supplies 170

Retail TouchPoints

APRIL 17, 2024

Within the world of B2B and B2C commerce, where understanding consumer behavior is key, this change has spurred a quest for innovative solutions. Consider the application in ecommerce where gen AI-powered chatbots redefine customer interactions. Picture this: a traveler seeking a hotel near a lake for a specific activity.

Social Media 273

Social Media B2C B2B Customer Data 273

GetElastic

APRIL 23, 2019

Imagine a customer service experience where the business representative is always available, friendly and equipped to handle any inquiry you send their way. They have quickly taken over customer service functions for a growing number of businesses. The B2C Experience.

Customer Experience 155

Customer Experience Payment Services Customer B2B 155

Forrester eCommerce

NOVEMBER 18, 2020

How should European consumer marketing leaders prepare for the coming year? 2020 has been a year of unprecedented political, social, economic, and healthcare disruption — and 2021 shows no signs of these trends slowing down.

B2C 379

B2C Marketing Consumer Customer Experience 379

Groove

JANUARY 19, 2022

Improving customer experience is a focal point for many online businesses. As the demand for frictionless shopping increases and consumer shopping habits constantly change, merchants must optimize their stores to accommodate shoppers at each stage of the eCommerce customer journey. What Is The eCommerce Customer Journey?

eCommerce 370

eCommerce Merchant Services Customer Payment Services 370

Forrester eCommerce

SEPTEMBER 8, 2023

Inflation is rampant, and beleaguered consumers are reeling from high prices. Has The Economy Got You Down?

Consumer 411

Consumer Customer Experience B2C Customer 411

Optimizely

APRIL 19, 2018

From smart speakers to native integrations with voice assistants, we’re at the beginning stages of a truly transformational experience for consumers — all powered by conversations. This means that your B2C business absolutely must have a strategy around voice — there is no other option. Is it in the physical store?

B2C 207

B2C Channel Payment Services Customer Experience 207

Forrester eCommerce

FEBRUARY 7, 2024

2023 was a confusing year: the consumers blew cold, and the economy blew hot. The recession-to-be did not materialize, and the economic outlook wasn’t half as bad as consumers would have you believe. Yet notes from the post-pandemic blues keep wafting in the air no matter the macroeconomic drumbeat.

Consumer 251

Consumer Customer Loyalty Customer Experience B2C 251

Retail TouchPoints

JUNE 9, 2022

The majority of consumer goods and retail (CGR) companies have accelerated their digital journeys over the last two years to better serve the growing number of online shoppers. Spotlighting the Customer Experience (CX). Connecting Employee and Customer Experiences. And it doesn’t stop there.

Consumer Goods 231

Consumer Goods Consumer Retail B2C 231

ESW

AUGUST 29, 2023

Since 2019, ESW and SalesForce Commerce Cloud (SFCC) have worked together to propel the world’s best-loved brands into new markets with industry-leading solutions that grow business and create exceptional customer experiences. Branded customer portals let shoppers self-serve and track their orders and returns. Or DSquared.

B2C 78

B2C Payment Services Multi-channel Payments 78

Forrester eCommerce

MAY 5, 2020

The COVID-19 crisis means European B2C firms are broadly in one of three response modes right now: Survivors (travel, hospitality, and some nonessential retailers) have been massively disrupted by the current lockdown.

Financial Services 486

Financial Services B2C Consumer Travel 486

Forrester eCommerce

OCTOBER 29, 2020

Customer experience (CX) has become the number one business priority for marketers. The percentage of European B2C marketers considering improving CX as their company’s top business priority has jumped from 26% in 2019 to 46% in 2020. CMOs are fully aware of the importance of customer data to personalise experiences.

B2C 212

B2C Customer Customer Experience Customer Data 212

Forrester eCommerce

SEPTEMBER 23, 2020

If you’ve been following my blog, you’ll know that we’ve been measuring precisely how the emotional toll of the COVID-19 pandemic is influencing consumer appetite for commercial exchange — we do this by applying Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands.

Consumer 461

Consumer Blog Customer Loyalty Customer Experience 461

Forrester eCommerce

DECEMBER 22, 2020

Since the onset of the COVID-19 pandemic in the US in March, we’ve been tracking precisely how the pandemic and related crises have taken an emotional toll on consumers by applying Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands.

Consumer 412

Consumer Customer Experience B2C Customer 412

GetElastic

NOVEMBER 9, 2021

Significant shifts occurred in the presence of digital commerce platforms, but also a turn towards B2B initiatives versus what has been historically B2C led. Let’s take a quick look at some of the survey’s key statistical findings: By 2025, 75% of B2B manufacturers will sell to their customers directly via digital commerce.

B2C 146

B2C B2B Customer Retention Subscription 146

RTP blog

APRIL 9, 2018

By Tom O’Keefe, 4-Tell Nordstrom has long been synonymous with the words ‘Customer Experience.’ Defining what it means to provide the white glove treatment — and proving that it equates to a fiercely loyal customer base — businesses have always looked to them for strategies to enhance the customer experience.

Customer Experience 150

Customer Experience Customer Omnichannel eCommerce 150

Kibo

MARCH 24, 2021

Starting with in-store displays and shopping experiences, and now encompassing home page and app design, merchandising presents products to consumers to help suggest what to buy. This positive experience over time yields more loyal customers and higher lifetime value. Applying Searchandising to Your Shopping Experience.

Customer Experience 118

Customer Experience Customer B2C Recommendation 118

Forrester eCommerce

JANUARY 29, 2019

Customers demand that marketing coordinate with sales, service, and commerce to deliver better experiences. That’s why enterprise marketing technology (martech) is melding with customer experience (CX) to deliver consistency and relevance (see Forrester’s “Predictions 2019: B2C Marketing” report).

B2C 343

B2C Customer Experience Technology Marketing 343

Forrester eCommerce

FEBRUARY 27, 2019

One of our 2019 B2C marketing predictions is that enterprise marketing technology will meld with customer experience (CX) investments to deliver the relevancy and consistency that consumers crave from brands. Forrester defines RTIM as: Enterprise marketing technology that delivers contextually […].

Management 349

Management B2C Customer Experience Technology 349

GetElastic

JANUARY 13, 2019

The success of industry disruptors such as Airbnb, Amazon and Tesla can be attributed to many factors, but these companies all have one thing in common — a focus on creating an exceptional customer experience, rather than just selling a product. As a result, customer expectations as a whole are evolving.

Customer Experience 150

Customer Experience Customer Multichannel Social Media 150

Forrester eCommerce

NOVEMBER 30, 2023

With UN Climate Change Conference COP28 starting today in Dubai, increased media and activist attention on the implications of climate change is shaping consumers’ perceptions of and attitudes toward environmental sustainability.

Consumer 235

Consumer Marketing Customer Experience B2C 235

ChannelAdvisor

APRIL 25, 2022

To provide this more B2C-like experience, B2B organizations must ensure products on their sites are easy to find, the purchasing process is seamless, and delivery is fast, flexible and reliable. . Buyers are purchasing more like consumers, and that discovery process is similar, which means it’s much more diverse.

Multichannel 97

Multichannel B2C B2B eCommerce 97

ChannelAdvisor

APRIL 25, 2022

To provide this more B2C-like experience, B2B organizations must ensure products on their sites are easy to find, the purchasing process is seamless, and delivery is fast, flexible and reliable. . Buyers are purchasing more like consumers, and that discovery process is similar, which means it’s much more diverse.

Multichannel 95

Multichannel B2C B2B eCommerce 95

Retail TouchPoints

AUGUST 9, 2021

These days, the framework for marketing success is still being driven heavily by a company’s media plan rather than in the context of overall customer health. But for consumer brands, the ultimate measure of marketing success is in fostering a better relationship with the customer. Are existing customers sticking around?

Customer 299

Customer Multi-channel B2C Omnichannel 299

365 Retail

JUNE 19, 2023

Akeneo , the Product Experience company, today released its 2023 B2C Survey: Product Experience Satisfaction Around the World , an annual mission to understand how consumers make decisions when buying products, how product experiences impact those decisions and what product information is important to them.

Consumer 72

Consumer B2C Merchant Services Omnichannel 72

Retail TouchPoints

DECEMBER 7, 2021

Both individual consumers and business buyers have become sophisticated about their online shopping expectations, and a good customer experience (CX) strategy is now table stakes in B2C and B2B ecommerce. Product eXperience (PX) is perhaps the most important part of the customer experience journey.

Arts 245

Arts Customer Shipping Costs Customer Experience 245

Forrester eCommerce

APRIL 5, 2022

As the age of misinformation and slew of dubious corporate claims threaten consumers’ trust in brands, consumers are desperate for authenticity. In our new report, The Algorithm Of Authenticity, we synthesize consumer data, industry case […].

Consumer 369

Consumer Customer Experience B2C Customer 369

Forrester eCommerce

MARCH 9, 2022

Empowered customers are greener customers, and they demand sustainable brands. Unsurprisingly, European consumers lead on green adoption, while Australian and US consumers are the least green. A couple of counterintuitive facts from […].

Consumer 195

Consumer Customer Customer Experience B2C 195

GetElastic

FEBRUARY 7, 2023

By 2027, 20% of customers who ordered from enterprise marketplaces in 2022 will retreat from them due to ethical concerns and lack of trust.” By 2027, 20% of customers who ordered from enterprise marketplaces in 2022 will retreat from them due to ethical concerns and lack of trust.” when they lose customers due to poor experiences.

Consumer 148

Consumer Demo Improvements B2C 148

Retail TouchPoints

JUNE 7, 2023

Sensory design is now recognized as a powerful sales tool — the senses play a critical role in human perceptions and can create positive experiences that delight and engage customers. Today, it is possible to stimulate all consumer senses online. augmented reality) to fully virtual (e.g. virtual reality). virtual reality).

Technology 273

Technology Retail Customer Experience Presentation 273

Retail TouchPoints

AUGUST 7, 2023

Digital marketplaces help you provide the personalization customers have come to expect, and in today’s crowded ecommerce space, the customer experience has never been more important. With a B2B or B2C marketplace, you benefit from an ecosystem of buyers and sellers.

Subscription 233

Subscription B2B Mobile Customer Experience 233

Forrester eCommerce

JANUARY 19, 2021

For over a decade, Forrester has been measuring the drivers and implications of increasingly empowered consumers — those shoppers who eagerly experiment with new brands and products, use sophisticated personal technology, expect digital seamlessness, shrewdly navigate online information, and are motivated by high levels of self-efficacy.

Consumer 323

Consumer Technology Information Customer Experience 323

RTP blog

APRIL 26, 2018

focuses on how retailers can bolster their customers’ experience, I noticed a number of sessions and in-person meetings at the two conferences that actually touched on the world of a somewhat different audience: B2B buyers. Although RTP.

B2B 150

B2B B2C Magento eCommerce 150

Forrester eCommerce

NOVEMBER 18, 2021

The value of a brand’s direct-to-consumer (D2C) digital presence goes beyond direct sales. Brands that still rely heavily on retail partners for digital sales, can still drive value from direct customer engagement. However, the benefits […].

Consumer 195

Consumer Customer Retail Channel 195

Retail TouchPoints

SEPTEMBER 26, 2023

The agency has had its eye on Amazon for several years, most recently filing suit in June 2023 over Amazon membership practices that made it difficult for consumers to cancel Prime memberships. Amazon can only afford to do this by charging ever more fees to third-party sellers and customers of AWS.

Small Business Retail 251

Small Business Retail B2C Electronics Fulfillment 251

Forrester eCommerce

DECEMBER 16, 2021

With: Melissa Chaudet As consumers, we don’t always act according to our values. Organizations should not try to make us feel guilty for that: on the contrary, they should help us overcome our contradictions and empower us to consume more responsibly. This is especially true when it comes to protecting the planet.

Consumer 195

Consumer Customer Experience B2C Customer 195

Forrester eCommerce

APRIL 9, 2024

Daniel Kahneman was an unlikely economist. He was trained as a psychologist and spent much of his career at Princeton as a psychology and public affairs professor. Yet, his contribution to modern economics, for which he received the Nobel Prize in 2002, remains unparalleled.

Consumer 217

Consumer Customer Experience B2C Customer 217