Customer Journey

Rishi Rawat

Nice animated graphic by McKinsey to describe customer journey: Key takeaway: More than half of customers- 58 percent – change brands from one purchase cycle to the next. This means, as marketers, we have plenty of opportunities to acquire new customers.

Who Exactly is Your Ideal Ecommerce Customer?

Zaius

Is your ideal customer: A. A 20-year-old college student who loves football and wants a custom-printed t-shirt with their team’s fight song? You have to specifically target your ideal customers, and to do that, you must really understand your top buyers.

Customized Product Comparison Table

Rishi Rawat

There is one really important aspect of improved conversions: when you let the user drive their own experience they convert at a higher rate. Drip.com understands this.

Map Your Ecommerce Marketing to the Customer Lifecycle

Zaius

First, an anonymous user browses your site, then makes a purchase, then another, and slowly but surely becomes a loyal customer. This is the customer lifecycle, and understanding the ins and outs of this ever-changing process is the key to effective B2C marketing.

How to Re-Engage Your At-Risk Customers

Zaius

Are your customers at-risk? If a customer ignores all your emails, hasn’t visited your site, and hasn’t made another purchase, it’s clearly time to intervene. But if you’re seeing no engagement at all, those customers are definitely at-risk.

Prevention Is More Than Just Security – Here’s How It Helps Retailers Get And Keep Customers

Retail TouchPoints

What many overlook is that by screening all customer orders — not simply the ones that raise fraud flags — they can not only do a better job of stopping fraud, they can also better serve their best customers. By Rafael Lourenco, ClearSale ?

Customer Service Really Is The Key To Customer Happiness

Retail TouchPoints

So many retailers today feel like it’s hopeless to train and motivate employees to provide excellent customer service. On the level of customer service, I would say that’s a good thing. customer service customer happines Editor's Perspective Debbie Hauss

How FOMO Can Create Customer Loyalty

Zaius

FOMO is an appealing way to push your customers to click “Buy” again and again. Unfortunately, your customers may have realized that same sale offers come up again and again and stopped responding. . With FOMO on your side, you can cultivate truly loyal customers.

Keep Your Eye on the Customer Engagement

Zaius

Are your customers truly engaged, or are they just coasting? Unless you’re keeping a close eye on customer interactions with your B2C brand, it’s impossible to know for sure. As a B2C marketer, it’s your job to keep loyal customers happy and engaged with your brand.

Reviewing Amazon’s customer experience for their Treasure Truck offer of the day.

Bryan Eisenberg

The post Reviewing Amazon’s customer experience for their Treasure Truck offer of the day. Brand Call to Action Conversion Rate Optimization 101 Customer Experience Ecommerce Landing Page Mobile OptimizationA look at the mobile experience, landing page, call to action, etc.

Weird, But True: Your Loyal Customers Have Multiple Identities

Zaius

Six is the magic number when it comes to your loyal ecommerce customers. It may sound strange, but we’ve found that your company’s most loyal customers have an average of 6 completely different identities in your marketing systems. How do ecommerce customers buy today?

Investment in BigCommerce, Our Customers and Our Partners

BigCommerce

The implications for our customers, partners, and industry will be profound, and our entire team is thrilled to partner with Goldman Sachs, a world-class firm and global financial services leader. Our dozens of Fortune 1000 customers use the same technology and platform as our SMBs.

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The Silence Of The Customer Service Representative

Retail TouchPoints

Perhaps it’s too old-fashioned for today’s fast paced world, but it’s a mantra that should be adopted by retail customer service. 27 I sent an email to the customer service department at the vendor. The silence of the customer service representative was deafening.

Budgeting for Word of Mouth through the Customer Experience

Bryan Eisenberg

The post Budgeting for Word of Mouth through the Customer Experience appeared first on Bryan & Jeffrey Eisenberg. Customer Experience Social MediaThis week I take a look at some simple things Magnolia Market in Waco, TX does to purchase Word of Mouth.

The Power of Super Specific Customer Segmentation

Zaius

Today’s customer segmentation isn’t your grandfather’s segmentation. (If If they abandon a cart, you can immediately send them a reminder with a custom offer to convince them to buy. This way, you’re not just hitting customers at the right time, but also in the right place.

5 Steps To Creating A Better In-Store Customer Experience

Retail TouchPoints

By Derek Dykens, Cisco Traditional retailers are feeling immense pressure to improve the in-store customer experience as innovative, digital-first competitors continue to enter the brick-and-mortar space. Derek Dykens Cisco in-store customer experience self-service

Dynamic Customer Segmentation is a Creative Marketer’s Best Friend

Zaius

But segmentation can be much more than just static email lists of your customers. Dynamic customer segmentation can significantly outperform a traditional email segment. By ingesting the right customer data, dynamic segments grow and shrink as your customers move in and out of the segments — automatically triggering the right campaigns at the right time. What is dynamic customer segmentation? Dynamic segmentation is nothing without the right customer data.

Increase Customer Engagement With Mobile Apps

Zaius

Because mobile apps are structured differently than any other channel – even/especially when compared to browsing web via mobile – retailers who have apps can invite customers to interact with products and with branding in ways that can’t be done otherwise.

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4 Post-Holiday Marketing Tactics for Customer Retention

Zaius

When in doubt, start with how you can drive new sales and increase revenue from repeat customers. This post features 4 key post-holiday marketing tactics that will help you increase sales from your current leads and customers!

Growing Through Fanatical Customer Engagement

eCommerceFuel

He understands that engaging customers about something they’re passionate about is crucial to the success of his business. In researching for this, kind of the theme that came out that we’ll talk about is just the value and the power of exceptional customer engagement.

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. Or risk losing customers to competitors forever. Actively use text for customer service and support.

How to Use Customer Testimonials to Generate 62% More Revenue From Every Customer, Every Visit

BigCommerce

All of those stats are net positive for online businesses in terms of earning a customer’s cash. They can also drive traffic by increasing SEO and up-sell and cross-sell additional products to both existing and potential customer cohorts. Customer Testimonial Videos.

Amidst Customer Experience Obsession, Don’t Overlook Importance Of Analytics

Retail TouchPoints

By Paul Millette, Carousel Industries For arguably anyone in retail, the conversation of “delivering the ultimate customer experience” is as prolific as discussions about inventory management, supply chain operations and P&L statements. 1 driver in bolstering the customer experience.

Why B2C Marketers Need to Own All Customer Data

Zaius

In order to do that, you need access to your customer data. Not quite the customer segment you wanted, but you’re on a deadline, so what can you do? What you can do — and what you need to do — is have access and ownership of all customer data yourself. In today’s B2C market, getting your hands on customer data is not optional, but rather an integral part of B2C marketing today. Better understand the customer journey. Does this sound familiar?

The 8 Tools and Strategies Proven to Acquire New Customers & Increase Customer Engagement

BigCommerce

You can’t – so you better do everything in your power to keep the customers coming. And then, hopefully getting some of those customers to come back again and again. When to ask customers for reviews (and then how to use those!). Customer Acquisition Tactics: The 4-Step Process.

Customer Lifecycle Guide: Develop Perfect Understanding With Your Customers

Ecommerce Platforms

Just like how your business has a life cycle, so do your customers. This phenomenon is often referred to as the customer lifecycle. Well, I'll explain how it really works but before we proceed, you'll need to be able to identify the different phases a customer goes through.

Web Push Is A Channel For Improving the Customer Experience

Zaius

In fact, a decent percentage of marketers will use web push exclusively as a re-engagement tool for at-risk customers – but even that’s only a good strategy if it’s being leveraged alongside more regular use. When customers are looking at specific products but may need more information.

Customer Lifecycle Value: Develop the Perfect Relationship With Your Customers

Ecommerce Platforms

And just like how your business has a life cycle, so do your customers. This phenomenon is often referred to as the customer lifecycle. First, let's take a look at the different phases a customer goes through. The Stages of The Customer Life Cycle.

Price And Value: The Yin And Yang For Customer Conversion

Retail TouchPoints

By Jason Beckerman, Unified For retailers, the secret to acquiring new customers, and maintaining them long-term, will always come down to price and value. With this in mind, it’s critical for retailers to leverage the massive social media ecosystem to usher customers down the purchasing path.

Segmenting Your Shoppers For Higher-Value Customer Acquisition

Zaius

The article discussed how today’s top retailers are able to deliver more personalized messaging and gain an edge over their competitors in terms of how they acquire, communicate with, and retain customers.

How 5 Brands Grew Their Customer Lifetime Value 2X in Less Than 1 Year with Loyalty Programs

BigCommerce

Retaining customers isn’t easy, but it’s important to do for businesses of every size. After all, the sure fire sign of a healthy brand is a growing number of repeat purchases from already existing customers. You can clearly see the number of new vs. returning customers.

Keep Your Eye on the Customer Engagement

Zaius

Are your customers truly engaged, or are they just coasting? Unless you’re keeping a close eye on customer interactions with your B2C brand, it’s impossible to know for sure. If you’re not keeping track of customer engagement, you could completely miss this slow process of pulling away from your brand — wrongly assuming that your customers are just as highly engaged as the day they first bought from your company. Constantly update your customer data.

WEBINAR: Battling Amazon with a Better Customer Experience

Zaius

This is in part because Amazon offers a fantastic and easy buying experience for their customers. Buyers get fast shipping, great customer service, and easy checkout all in one. . Tracey Wallace and I go in-depth, discussing how brands can create a powerful customer experience that will drive long-term loyalty and fight back even against the behemoth that is Amazon. How you can stand out with great customer service. Article personalization amazon customer experience

A Secret Customer Retention Strategy

Demac Media

We talk a lot about omni-channel in this industry and often we focus on the front-end experiences our customers have since these are the most visual and tactile for us. What About Using Shipping For Customer Retention What about the back-end of every order?

Who Exactly is Your Ideal Ecommerce Customer?

Zaius

Is your ideal customer: A. A 20-year-old college student who loves football and wants a custom-printed t-shirt with their team’s fight song? You have to specifically target your ideal customers, and to do that, you must really understand your top buyers. What makes them happy customers? Don’t be afraid to get specific and really dig into your customer profile so you can better target your ideal customers and find who really wants to buy from your brand.

How to Celebrate Your Customer’s Birthday

Zaius

Celebrating a milestone like your customer’s birthday is an easy way to foster a more personal relationship with your customers, building a foundation for loyalty. Birthday and other milestone campaigns can be as simple as sending your customers a special happy birthday message or going further and delivering a special discount or gift. The following best practices will ensure that your customer birthday campaigns are as effective as they can be.

5 Ways To Turn Your Customers Into Advocates

Prisync

Is it possible to turn your everyday customers into advocates? At this point, you may realize that turning customers into advocates help you to create an audience who talks about you. Often times an incentive is involved when their referral becomes a customer.