The Customer Is The Channel

Steve Dennis

Despite the accelerating growth of digitally-enabled shopping, the concentration of power in the hands of consumers and the blurring of the lines between retail channels , it’s still common for retailers to report their sales for e-commerce and physical retail as two separate figures.

The Value of Owning Your Channels

Zaius

With consumers spending nearly two and a half hours each day browsing Facebook, Twitter, and Instagram, brands are compelled to have a social media presence and use these channels for generating leads, promoting content, and even delivering customer service. Blog advertising channels

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Custom Channels Open the Door to Endless Integration Opportunities

Zaius

Customer data is at the center of a successful Marketing strategy in the Customer Era. But, of course, the recipe for success is not that simple: The data, across all the platforms Marketers use, needs to exist in one place and be actionable for creating relevance for customers.

Channel-Centric Solutions Are Missing the Mark

Zaius

We recently released a new whitepaper reviewing why channel-centric solutions are missing the mark for marketers wanting an omnichannel marketing strategy. Channel-centric solutions solve for one specific channel, like email, SMS, or web.

How To Avoid And Manage B2B Ecommerce Channel Conflict

BigCommerce

Customers insist on more choices regarding where, when, and how they can purchase goods – including buying directly from brand… Multi-Channel Ecommerce Omnichannel Strategies

Channel Software Tech Stack 2020 – PRM, TCMA, Ecosystem, Incentives, Channel Data, Learning, Readiness, and Pricing

Forrester's Customer Insights

^^ CLICK IMAGE FOR FULL SCREEN ^^ The channel technology stack is a group of technologies that firms leverage to plan with, find, recruit, onboard, develop, enable, incentivize, co-sell with, co-market with, manage, measure, and report on partners.

Channel Software Tech Stack 2021

Forrester's Customer Insights

^CLICK IMAGE FOR FULL SCREEN^ The channel software stack comprises a group of technologies that help companies develop, design, and execute plans to find, recruit, onboard, develop, enable, incent, co-sell with, manage, measure, and report on partners.

People Matter; Marketing Channels Don’t

Zaius

What matters more to your B2C business — a new customer buying your product or the new marketing channel that brought in the new customer? The marketing channel is only important because it brought in that new customer. Your customer always will be your number one concern, and you should focus on his or her needs first and foremost. Instead, you need to shift your focus from “which channel should we optimize next?”

8 Reasons Multi-Channel Sellers Should Use Listing Tools

SellBrite

But launching on multiple sales channels and managing inventory while still maintaining his core business on eBay presented a variety of challenges. In fact, 73% of customers buy the same brands from multiple marketplaces, so providing shoppers with options can pay off.

Marketplaces Make Their Mark In The Channel

Forrester's Customer Insights

B2B marketing channel partners omnichannel customer experience alliances channel channel marketing channel programs channel sales ecommerce ecosystems marketplace Partner PartnershipsOnline marketplaces have been around in one form or another for decades.

Web Push Is A Channel For Improving the Customer Experience

Zaius

Web push is still a relatively new channel, and unfortunately most marketers today are giving it a bad rap. The vast majority of marketers who are using web push are leveraging the channel incorrectly and ineffectively: they’re still sending the same batch-and-blast messages to all shoppers with no personalization, they’re ignoring moments of peak engagement when a web push message would be most effective, and they’re not tailoring their messages based on real-time customer behaviors.

Nordstrom Launches Livestream Shopping Channel

Retail Touch

Nordstrom will debut its own Livestream Shopping channel as part of broader ambitions to dive into ecommerce livestreaming, according to CNBC. Customers can shop for featured products on Nordstrom’s website as well as participate in a live chatroom during the streams.

How 2 Brands Navigate the Chaotic Chat Channels of Modern Ecommerce Customer Service

BigCommerce

A majority of these jobs are allocated to distribution and fulfillment, but a proportional number of these jobs also go into operations, management, and of course, customer service. When it comes to customer service these days, ecommerce businesses are expected to deliver the highest quality experience. Or risk losing customers to competitors forever. Add to that anxiety the massive volume of customer requests ecommerce businesses get in comparison to other industries.

Do Channel Vendors Need Public Relations Anymore?

Forrester's Customer Insights

At Forrester, we research around 10,000 global technology vendors that utilize indirect sales and often get asked about the value of PR in the channel. A trend that is affecting many channel leaders […].

Introducing the Customer Lifecycle Benchmark

Zaius

Customer-Obsessed. Customer Experience. Customer-centric. We all talk about putting our customer first. But, when it comes to measuring performance, we act more like customer-later. Well, it is time to let the customer value secret out. Know Your Customer.

The 5 Step Approach to Cross-Channel Customer Engagement

Kissmetrics

Your customers are everywhere. That’s why it’s important to map out how your business engages with customers across several channels. Cross-channel engagement involves integrating multiple marketing channels to seamlessly interact with your target audience. You want every interaction to embody brand consistency and offer customer satisfaction. With the right strategy, your team can drive product sales and achieve more customer retention.

How Digital Experience Platforms (DXP) Help Brands Create Memorable Experiences (Through Multiple Customer Channels)

BigCommerce

You’re watching a basketball game on your favorite sports app. Your favorite player hits a game winner. You celebrate on… Ecommerce Technology

Purchase Attribution: Taking Marketing Attribution Beyond Channels

Zaius

When marketers think about attribution, they most often do so in terms of channel performance – how the channel is performing relative to itself, and how much revenue it generates. Measuring the effectiveness of each channel relative to itself means you’re limited to channel-specific metrics like open rates, click-through rates, conversion rates, etc. What product, when bought as a first purchase, is most likely to lead to customer loyalty down the line?

Navigating Retailing Channels: A Complete Guide to Multi-Channel Selling

Korona

Digital channels and the ability to keep in constant and instant communication with shoppers have made this easier than ever. There are different retailing channels for any type of business. Why Are Multiple Retailing Channels So Important? Using unproductive channels.

What I See Coming For The Channel: 2021

Forrester's Customer Insights

Last year ended up being a tale of two cities for the channel. On one hand, customers and governments recognized partners as an essential service and central to their ability to rapidly respond to a worsening pandemic early in the year.

Don’t Exhaust Your Email List! Find New Channels Instead

Zaius

That’s exactly why you need to stop relying on email alone and branch out into new channels instead. Email is just one of many ways to engage buyers, and you have to spread out your communications to your audience across multiple channels and platforms. We’re not saying you should stop sending your customers marketing emails entirely — merely that you shouldn’t rely on email as your only channel of communication. How do I find the right channels to engage?

Channel Data Is A Competitive Differentiator

Forrester's Customer Insights

Leverage Channel Data To Give Partners A Better Experience: Winning In The Channel Requires Data-Driven Program Innovation Brands that provide an enhanced partner experience grow faster than their peers, are more profitable, and drive higher customer satisfaction and retention downstream. Smart channel professionals are looking at data across the partner journey as a […].

Distribution Channels: What They Are, Types, & Examples

Neil Patel

Have you defined the distribution channels that will be used by your company? In short, distribution channels determine the path goods will take from the manufacturer to the final consumer. There are many types, formats, and levels of distribution channels. Direct Channels.

Multi-Channel Retailing and the Buyer’s Journey: Opportunities and Challenges

BigCommerce

Most online sellers begin their journey from one sales channel, setting up shop through a website or marketplace. Multi-channel retailing is the practice of selling merchandise on more than one sales channel. It’s all about moving beyond your website and exploring channels such as marketplaces, social media, and comparison shopping engines. A report by BigCommerce confirms that buyers across several age groups are shopping from multiple sales channels.

Why You Should Audit Your YouTube Channel

Neil Patel

How do you ensure your YouTube channel is reaching the right audience and helping you achieve your marketing objectives? But, if you want to make the most of this channel, you need to ensure your content is high-quality, targeted, and optimized. Why Your YouTube Channel Needs an Audit.

Banks: Your Customers’ Cross-Channel Experiences Are Shoddy (Or Worse)

Forrester Omnichannel

I had just encountered one of the broken or inadequate cross-channel experiences that millions of customers face every year. This is a lose-lose situation: In this case, the bank knew -- or should have known -- a heck of a lot about me as a customer, yet it failed to use context* to design a better experience and guide me seamlessly across touchpoints. Digital executives at banks are left with a tangle of customer journeys across various touchpoints (see image below).

Channel And Ecosystem Leaders Are Demanding More From Partner Relationship Management (PRM) Solutions

Forrester's Customer Insights

As brands increasingly use different types of partners to reach, influence, transact, and retain customers, partner relationship management (PRM) solutions are being asked to serve both traditional and nontraditional channels at a new level of scale and personalization.

Omni-channel is dead. Long live omni-channel ?

Steve Dennis

“Omni-channel” has been one of retail’s favorite buzzwords for years now. At last week’s excellent ShopTalk conference, several speakers challenged the relevance of omni-channel. The shift from a “multichannel” strategy–being active in multiple channels such as physical stores, catalogs and e-commerce–to omni-channel, suggested some form of profound change. The future of omni-channel will not be evenly distributed.

What I See Coming For The Channel In 2020

Forrester's Customer Insights

Preparing for this years list of future channel trends has been an immersive experience to say the least. In 2019, I was able to talk to 497 companies one-on-one about their channel strategy and programs, including 130 of those face-to-face.

Measuring Marketing Spend In 2018: Why Cross-Channel Attribution Matters Most

Retail TouchPoints

The RetailMeNot survey indicates that the top three ways brands measure the success of offers and promotions include: · Increasing sales revenue ( 56% ); · Driving new customer growth ( 55% ); and · Increasing brand awareness and brand perceptions ( 50% ). What do our customers do? Certainly there are quantitative elements there, and also some qualitative insight, into how customers are feeling as they engage with us across channels” Wasserman said. “We’re

How to Use Voice as a B2C Acquisition Channel

Zaius

As a B2C marketer, you’re likely wondering how your business can take advantage of voice commerce and create a fantastic experience for your customers. Listen to where your customers are. When investing in voice as an acquisition channel, it’s important to understand the context in which your customers experience your brand. Is it customer service or support? The post How to Use Voice as a B2C Acquisition Channel appeared first on Zaius.

B2C 188

6 Awesome Omni Channel Strategies That You Can Use For Your Store

Ecommerce Platforms

When you own an online or retail store, the question isn't if you're going to implement omni channel strategies. The good news is that although omnichannel marketing may seem frightening for a smaller business, the dividends pay off once you get the ball rolling- with businesses that adopt omnichannel strategies seeing 91% higher customer retention rates. Let's face it: Customers are finicky with the way they want to buy products. What's your Next Omni Channel Strategy?

Don’t Be Afraid of Multi-Channel Marketing Attribution

Zaius

How do you measure multiple channels? If you’re feeling stressed by the complexity of multi-channel marketing attribution, you’re not alone. According to eMarketer , marketers will spend nearly 58% of their time trying to understand cross-channel measurement and attribution this year, and more than 80% of senior-level marketing professionals are interested in learning more about multi-channel attribution. You have to measure multiple channels.

A True 1:1 Channel: Introducing Service-Led Retail

Zaius

But meanwhile, the true 1:1 channel has been too often overlooked: service. But today, customer service can be so much more than just putting out fires. Centering customer service. In fact, 57% of shoppers cited customer service as the primary reason for choosing a retailer over Amazon or those Insta-hit DNVBs. There is clearly a new retail imperative to lead with service and immerse relevance throughout the customer service engagement.

Ecommerce Marketing 101: Personas, Traffic Drivers, Advertising Channels & More

BigCommerce

Ecommerce marketing is the practice of driving top-of-funnel traffic to convert into sales and customers. And there are hundreds of… Analysis + Analytics Ecommerce Marketing

Channel Automation Becomes Table Stakes For Partnership Success

Forrester's Customer Insights

Channel professionals want to talk about expanding their partner programs and building broad ecosystems, but the truth is that many of their basic program and channel management processes are still painfully manual and error-prone. Before accelerating their channel program, they need to apply basic automation technologies to get their front- and back-end systems to a […].

How to Decide Which Online Sales Channel to Sell Your Products On

SellBrite

Whether you want to sell handcrafted soaps or the latest tech gadgets online, there’s no shortage of sales channels to choose from. There’s only one problem: Some online sales channels offer design templates and fulfillment outsourcing while others offer product auctions and multiple pricing options. To help you get started, let’s look at how to figure out what you need from an online sales channel and then at how to choose a platform based on these needs.