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How to Reinvent E-Commerce Personalization in 2020

The other day, my mom shared a list of things she wanted to buy, and said, “Order them online, the sale season is here!” I was amused about how the user base of ecommerce is getting diversified by the day, and how users from different walks of life are shedding their apprehensions about buying things online, and embracing ecommerce with open arms. E-commerce is no more a thing of the young and urban population.

Growing industry implies growing competition and growing challenges for the brands. The cumulative value of e-commerce sales is expected to top $3.4 trillion by the end of 2019. In the extremely competitive scenario, personalization and relevancy has to be the top priority. Leading e-commerce marketers state that businesses cannot find a tactic more capable of winning consumers than personalization.

Though it has always been a focus of e-commerce strategizing, the quality of a personalized online shopping experience is largely generic even now. It is an inquisitive point because according to the statistics there’s a big payoff and demand for customizing the offering to each site visitors.

  • 59% of online shoppers stated that it is easier to find interesting products on a personalized e-commerce website
  • 53% feel that retailers who personalize their shopping experience give a more valuable service that makes them revisit the site
  • 45% highly appreciate e-commerce websites that offer personalized recommendations.

Personalization improves the customer shopping experience and makes them feel special. According to Accenture, the majority of US consumers say they’re more likely to make purchases with e-commerce sites that personalize experiences. That’s a high sales opportunity that business owners cannot afford to miss out on by not offering their customers personalized shopping experience.

E-commerce personalization is nothing but serving customized marketing messages to a targeted set and subset of customers, with the common goal of boosting revenue. It is built on the concept that every customer is different and has a different problem/need that needs to be solved/met. Impactful personalization involves presenting relevant, actionable recommendations to their customers in such a way that it enhances their online shopping journey to be more productive, pleasant, and satisfying.

Implementing effective personalization strategies call for extensive customer-data collection, in-depth analysis of the data, and using the insights to design the marketing campaigns and efforts.

Well, easier said than done.

Related read: The ‘AI plus Personalization’ Boon: Transforming E-Commerce

Why Personalisation?

The clearer the answers to ‘why’, the easier the ‘how’.

‘Personalisation’ is ANA marketing word of the year-2019.

That says a lot already. Personalization is increasingly important to the business owners seeking to, not just engage with their customers, but it impacts every business KPI.

According to a report by “The Clear Path to Personalization,” Forbes Insights conducted a survey based on the 200 retail marketing executives by Arm Treasure Data, and it states that:

  • 37% of respondents said that personalized product or content recommendations and had increased their sales and overall customer lifetime value.
  • 40% of respondents said that adopting personalized marketing tactics and adding personalized elements on the websites has helped increase sales and raise in average order value.
  • 35% of respondents stated that as a result of their personalization strategy, they had observed an increase in their transaction frequency.

Here’s How You Can Reinvent Personalization in 2020

  • Customized and Shoppable Social Media Feed

Today, most internet users access the web via their mobile devices. And the majority of mobile device users spend most of their time on a few selected social media apps – Instagram and Facebook being the most used ones. Though at first, this won’t seem like the fact that would benefit e-commerce businesses, the research shows that research more than three-quarters of people have bought something they’ve liked through their social media feed.

Customized and Shoppable Social Media Feed

This opens a whole new opportunity for e-commerce brands with an effective and unique way to get into the wallets of their potential customers. Shoppable posts, featured images, and videos of products followed by a web page link that visitors can click on to shop are a new personalization technique for e-commerce brands.

  • Personalized Shopping Experience

According to Gartner, it is estimated that by 2020, e-commerce businesses that make use of smart personalization software will see an at least a 15% rise in their profits.

Personalization makes the shopping journey easier and hassle-free for the customers. Happy customers eventually become loyal customers. Businesses with a thoughtful and innovative approach can deliver customer expectations for personalization while winning customer loyalty and increasing engagement. Businesses using advanced personalized marketing automation tools platform can quickly remodel their marketing campaigns into a highly responsive and cutting edge e-commerce campaign. This would require businesses to harness their potential of segmentation and marketing automation to collect, examine, and respond to the data regarding shoppers’ demographics, web behaviors, and other gathered information.

Personalized Shopping Experience

Related read: Using Data: Steps to Implement Personalized Marketing Strategy

  • Personalized Survey

Several e-commerce brands are using interactive content, such as quizzes, surveys, and polls, to develop a better understanding of delivering entirely customized products and experiences that would cater to each individual’s needs. This trend has explicitly been prevailing in two areas, and that is in the health and wellness industry and the digital media market. 

For example, Native, a deodorant brand, uses an interactive quiz to deliver a customized scent profile that its customers can buy as a deodorant, perfume, or body wash.

Personalized Survey
  • Personalized Product Recommendations

Personalization of product recommendations can be used to prioritize the content displayed on the website/app for every visitor individually. With a prioritized recommendation system, companies can gain complex insights into their product and customer profiles. Customers’ data is maintained in the recommendation engine based on their past interactions with items. It then enables powerful business reports with user behavior analysis regularly. Business decisions that are influenced by data analytics end up saving companies a lot of money.

Product recommendations increase the conversion rates by an incredible 320% and increase the average number of itemsin the cart by 68.14%. At the same time, personalized recommendations offer a great way to build customer loyalty. 

Example: Adidas changing their recommended products for the same style of shoe, depending on the color chosen.

Personalized Product Recommendations
Personalized Product Recommendations

There’s also a case where instead of standard products, many e-commerce businesses aim to offer customizable and personalized goods. For example, one can have a T-shirt or laptop with a personalized design, color, print, etc. even though such alternatives to standard offers are slightly more expensive, people are ready to pay to own something they can call “theirs”, something unique.

  • Using AI for Personalized Customer Support:

According to Zendesk, customer support is one of the most important factors in developing customer loyalty. It reports that 42% of B2C customers are being influenced to purchase in the future if they follow up on an excellent customer service experience. In 2019, e-commerce has been well using AI bots and tools to enhance user conversion rates. Artificial Intelligence has explicitly paved the way for the upcoming generation of customer service in the e-commerce market. AI technology has given marketers the ability to answer and respond to customers’ questions and queries automatically based on their frequently encountered issues and suggests relevant information based on the analytics data. One of the most key benefits of using AI technology is that it enables businesses to perform faster and offer highly accurate resolutions to customer issues by executing solutions learned from repeated issues that get resolved more frequently and successfully. A report by Gartner predicts that for online businesses, over 85% of the entire customer support communications will be using AI, replacing the customer service representatives.

AI Based Personalized Customer Support

Personalization in 2020

As seen in 2019, personalization has shaped nearly all aspects of the customer’s experience, from a user’s initial browsing to the manufacturing and shipping of products.

Personalization in the future will continue to evolve into ever more customized shopping experiences. When it is implemented correctly, the shopping, buying, and service experience of a modern consumer ecosystem will have a direct impact on commerce, making technology more trusted than before.

As the personalization technology continues to develop, we’ll notice as it evolves from a reactionary role to more of an assistive role, where it will be able to maintain a continuous conversation with the customer so that businesses can adequately recognize their clients’ requirements, resulting in long-term engagement, additional sales, and customer loyalty.

Parting Thoughts

As with any trend-of-the-week, there’s always a lot of information on personalization. It can be overwhelming and harder as it goes on. But e-commerce personalization is exactly what brands need. It cannot be denied that as a result of the growing global e-commerce marketplace, the landscape of e-commerce is evolving quickly and implementing personalization more efficiently. What do you think 2020 will bring to the e-commerce world? Let us know about your gut feelings in the comments below.

Power your Push Notifications with Geotargeting, Geofencing & Geoframing

Essentially, push notifications are one of the most powerful tools that marketers have these days. And nothing can explain this better than the words of Ariel Seidmann, founder of Hivemapper. 

It’s hard to overhype the power of mobile push notifications. For the first time in human history, you can tap almost two billion people on the shoulder and say “hey! pay attention to this!”

Continue reading “Power your Push Notifications with Geotargeting, Geofencing & Geoframing”

15 Blogs/Podcasts Every Retention Marketer Must Follow

Marketers, over a period of time, have realised that it’s easier to sell to existing customers than to rely on new leads, nurture them, turn them into sales qualifying leads and finally convert them into customers. This calls for a strong customer retention strategy to amplify your business. As retention is gaining momentum, marketers need to understand fundamental touch points of retaining customers for lifetime value.

It is estimated that 80% of future business comes from 20% of existing customers. As customer retention is taking the center stage, more and more brands are focusing on engaging customers, delighting them with great customer experiences, and winning their lifetime loyalty.

Moreover, digital landscape, as we all know, is ever changing; this makes it imperative for marketers to be familiar with these technology changes with an edge over peers to penetrate the competition. While seminars, discussion forums and similar public events are great ways to stay relevant in the market, but these have limitations in terms of frequency of occurrence. The best way to stay informed about your domain expertise is to follow updates from various digital platforms such as podcasts, webinars and blogs. In the last few years, podcasts and blogs have become a very popular resource for learning about the latest digital marketing concepts.  

The best part of any podcast is that you can have on demand content available with you while commuting to work, waiting to meet a client, or getting in a quick workout to ease some of your stress. Irrespective of time and place you can listen to these customer retention podcasts, and gain some valuable insights to implement at your business.

Blogs are another valuable source of information where marketers need to focus upon. This is a great way to stay updated with latest trends in digital marketing. Some of the best blogging platforms such as Neil Patel, Search Engine Journal, Social Media Magazine are offering tips, guides, and trends with lots of graphical insights that are popular among marketers worldwide. Blogs may offer deeper understating with screenshot-based real-time analytics that is rare in Podcasts/webinars. Such insights often help marketers to align their strategy for retaining existing buyers.

With an objective to help retention marketers, we have crafted a meticulous list of 15 Blogs and Podcasts to keep marketers abreast of latest trends in the digital space.

1. The one that tops our list is PNR: This Old Marketing with Joe Pullezi and Robert Rose where the two content marketing giants share their inputs to discuss how through content marketers can attract and retain customers.

2. Customer Loyalty Space occupies the second place in our list which features stalwarts like TechnologyAdvice’s Clark Buckner, BigDoor’s Ashley Tate, and Maritz Motivaiton’s Barry Kirk. Focussing on best practices in customer loyalty and offers maximizing loyalty programs, this podcast adds value to customers via rewards, integrations, and more.

The following three episodes are especially insightful:

  • Social Media, Cult Loyalty, and Social Rewards
  • Future of Loyalty Rewards
  • The “Earn and Burn” of Loyalty Currency

3. The Unofficial Shopify Podcast reveals how to grow your Shopify stores by holding a no holds barred discussion of ecommerce marketing strategy. Senior e-commerce consultant Kurt Elster shares insights and tactical approaches to grow your traffic and improve the bottom line. Three episodes that robbed our heart are:

  • Customer Retention: How to Keep Customers Coming Back
  • Optimizing for Retention & Repeat Purchases with Eric Davis
  • How Beardbrand Built a Better Business by Building Community

4. The Hubcast from Hubspot is a great inbound marketing resource for all types of tips, hacks, and information.

5. Another source of information that takes our attention is from B2B Nation dedicated for B2B sales and marketers. Focusing on customer retention this podcast showcases expert opinion and advice for B2B marketers with their retention strategy.

The key episodes as per our list are:

  • Joseph Jaffe: Why Customer Retention is the New Acquisition
  • CEB: Applying and Developing Consumer Insight
  • Inflictive: Growing Affinity for Your Brand

6. The next one in our list is The Kings of Content Customer Retention Podcast from King Fish Media which is a marketing agency and content marketing leader that helps clients engage customers to grow revenue, and offers customer retention podcast to create customer loyalty and customer relationship.

We endorse the following episodes too follow:

  • How to Talk to Your Customers
  • How to Reactivate a Lapsed Customer
  • The Right Content for the Right Platform

7. The one that we included in our list of podcast is Entrepreneur Podcast Network – Customer Retention that offers podcast programming aimed to help entrepreneurs and small businesses succeed via informative, inspirational, and insightful shows and episodes. The podcast focusses on customer loyalty, customer service, customer experience to name a few.

We emphasis on three key episodes from Entrepreneur Podcast Network – Customer Retention:

  • Three Tips to Enhance Your Customer’s Experience
  • Customer Loyalty Redefined
  • The Strategic Importance of Leveraging Your Customer Service Group to Really Understanding Your Customer.

8. The Chief Customer Officer Human Duct Tape Show with Jeanne Bliss is included in our list is because of Jeanne Bliss has pioneered the Chief Customer Officer role. The podcast is designed to grow companies by focusing on customer experience. Jeanne shares all of her expertise in The Chief Customer Officer Human Duct Tape Show for customer retention.

We mention these three episodes that focusses on:

  • Lessons from a Three Time Chief Customer Officer, with Darryl Speech – CB018
  • First 90 Days of a Chief Customer Success Officer, with Duygu Cibik – CB22
  • The Value of Building Bridges for Customer Experience, with Curtis Kopf (CB7)

9. CX Network Podcast which aims for a global community for customer experience, service, insight, digital, and marketing leaders is included in our next list. The best part of the podcast is its customer retention podcasts that features interviews with customer experience leaders and cover customer service, customer experience strategy, building customers’ trust, personalization, and much more.

Three key episodes we like from CX Network Podcasts:

  • The Importance of Going Back to Basics to Build a Successful Customer Experience Strategy
  • Ulster Bank’s Ambition? Becoming the Number One Bank for Customer Service Trust and Advocacy by 2020
  • Personalised and Data-Driven Experiences are the Future of Customer Experience

10. Transforming the Customer Experience with Kristina Evey is another milestone in our list that is aimed to increase sales and revenue by delivering amazing customer experiences that build customer loyalty. Being a customer service expert Kristina helps customers with her podcasts through Transforming the Customer Experience with Kristina Evey available on both iTunes and Stitcher.

Three worth mentioning episodes we like to list down are:

  • Managing Customer Expectations to Ensure Customer Loyalty
  • Using Empathy to Build HUMAN Business Relationships
  • Five Steps to Building a Better Customer Experience through Better Service

Apart from these listed podcasts, at Netcore, we also recommend some of the blogs marketers need to follow for better customer retention and improve bottom line. These blogs are listed depending on factors such as education, tips, tricks, and more.

11. The most reverent name in blogs category indubitably is HubSpot —the pioneer in the world of inbound marketing. With quite an exhaustive list they cover a wide range of topics which offer many different perspectives and expertise. They set the standard for inbound marketing and surely their blogs are nothing less than a lead generating machine.

12. The next that finds a place in our list is QuickSprout by Neil Patel—a place to find best of the solutions for digital marketing traffic generation and monetising the same. Our favourite pick from here is The Beginners Guides to Online Marketing. In case you want to expand the circumference of your digital knowledge make sure you don’t miss it.

13. The next name to follow our blog list is Mention—a platform which follows a how-to style, making it an easy learning experience. The best part of their blogs is a wrap-up section that helps you understand how to implement what you read. On top of it, Mention hosts regular webinars that tie-in with their blogs.

14. Disrupting Advertising —a paid search and conversion rate optimization agency has analyzed over $800 million worth of ad spend in their lifetime. Disruptive Advertising interestingly audited more than 2,000 Google Ads accounts in recent times and learnt that only 12% of keywords produce revenue. With that kind of analysis, you can trust they do best what they do.

With an aim to educate marketers/readers on best practices of paid search, display advertising, LinkedIn ads, retargeting, and Facebook advertising they have created a niche. Their blog titles begin with a number so you know exactly what you can expect even before you start reading the article.

15. We love to include SEMrush for the types of blogs they post on their platform which is of the nature “How-to” and “What-is” for marketers to gain valuable insights for competitive advantage.

With this list we, at Netcore, attempt to empower modern marketers to map their customers journey and offer them a delightful experience for better retention and more repeat business for revenue generation at enterprise level including mid-size companies. We understand the importance of harnessing technology for customer lifetime value through knowledge dissemination.

The ‘AI plus Personalization’ Boon: Transforming E-Commerce

Yes, we already are in the Smart Machines era.

Today, a machine asks a human certain questions and verifies whether he/she is really a human. There are machines everywhere and with everyone. And this already huge count is only going to increase further. For every need/want of yours, you will find a machine that is currently sufficing it or one which is in the development phase. Advancement is giving us new, progressively innovative technologies and thus enabling us to match the pace of the ever-changing world around us.

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Understanding Customer Data Platforms

“Customer is indeed the king, but running a kingdom is no child’s play.
Knight, minister, jester, advisor, are you there for your king in every way?”

A marketer’s job isn’t easy. With each passing day, your customers’ expectations are rising, the amount of customer data available to you is increasing, and the challenge to acquire, engage, and retain customers is becoming more and more difficult.

Well, just like every challenge comes with a solution, so does this one. And the core solution lies in knowing your customers well. The more you understand them, the better positioned you are to win their trust and loyalty.

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The Ultimate Guide to using WhatsApp Business

Hey there, what’s up? 

So, you are interested in knowing how to use WhatsApp for Business. Well, why wouldn’t you? 

There are as many as 1.6 billion people around the world using it as of 2019. If not all, most of your customers could be using WhatsApp. It is certainly a smart move to connect with the customer using WhatsApp – the platform they’re familiar with. 

Besides, with the launch of WhatsApp Business, it has become easier to connect with the customer in a 1:1 professional setup. Using WhatsApp for Business you can automate your responses, have chatbots address customer issues, and provide personalized experiences to your customers and do much more. 

Continue reading “The Ultimate Guide to using WhatsApp Business”

Reducing Ecommerce Bounce Rates using Data Personalization Techniques

The e-commerce market is an extremely competitive industry; hence, businesses always aim to follow creative ways to increase their sales and the number of satisfied customers. Online customers not only expect personalization on e-commerce websites but are also willing to share their experience and personal data for a personalized and enhanced shopping experience. 

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No More Big Data. Smart Data is here with Augmented Analytics

It was in 2005 that Roger Mougalas coined the term Big Data. Ever since, it has captured the imagination of industries across the spectrum, across the globe. After more than decade, the world is now staring at the next frontier in data – Augmented Analytics.

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The Smartech Web Message Module: Now Craft Campaigns Based on Customer Segments and Activities

Effective marketing automation is dependent on the degree of intelligence you – as a brand – are able to embed while orchestrating the delivery of the right message to the right customer through the right channel, at the right time.

Don’t restrict yourself to simple multi-channel customer journeys. You need to expand that paradigm and craft campaigns that take into account both historical and real-time behaviour of your website customers and mobile app users.

And, that’s exactly what Smartech allows you to do!

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8 Strategies to help you Rethink Customer Retention Marketing

Too many expectations, they say, bring resentment. 

I’ll start off this post by saying that expecting your customers to be loyal to you forever is a wrong notion. And using tricks and tactics to retain customers is going to be fruitful only to a certain extent. Many marketers might find it hard to adjust to this thought.

But the basis of these opinions is – the needs of your customers change, their preferences change, and these days they have more options than ever. You’ll find many of your customers leaving you and there’s nothing you can do to retain them once they have decided to move on. 

Continue reading “8 Strategies to help you Rethink Customer Retention Marketing”

Smartech Bolsters its AI-Powered Personalisation Solution to Help Digital Brands Boost Conversions by Upto 13%

The concept of personalisation in marketing has undergone a paradigm shift in recent years. From merely addressing customers by their names and wishing them on their birthdays to powering ML/AI-driven conversations and recommendations today – personalisation is every brand’s ground reality, need of the hour, and fundamental challenge.

Continue reading “Smartech Bolsters its AI-Powered Personalisation Solution to Help Digital Brands Boost Conversions by Upto 13%”

Is Your Personalization Experience Intelligent or Dumb?

In today’s digital world, the role of marketers has evolved way beyond from just sending promotional campaigns. You as modern marketers play a key part in enhancing customer lifetime value and retention. In fact, it is in this area that marketing holds the greatest potential to deliver value by impacting the bottom line.

For doing so, personalization has emerged as one of the most critical investment areas to boost response, conversion, and retention. In a climate where brands are not just selling products but are also competing for the customer’s attention across channels, creating lasting relationships is a challenge. It requires consistently meaningful conversations based on an acute understanding of their customer behaviors.

Quite simply, this means that effective marketing is no longer about pushing products but about being in sync with a customers’ problem and offering a solution right when they need it.

Continue reading “Is Your Personalization Experience Intelligent or Dumb?”

The Smartech Plugin for Magento: Take Website Conversions to the Next Level!

As a digital marketer, it is critical to engage with your website visitors and customers in the most personalised, contextual, and timely manner possible. This becomes even more significant for e-commerce businesses that need to maximise the traffic arriving on their websites to drive higher conversions.

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[Ecommerce] A Marketer’s Guide to Convert One-time Shoppers into Loyal Customers

This Diwali, I wanted to gift a new smartphone to my dad. I opened my favorite shopping app and began searching for the best phone within my budget.

That’s when I realized that I have become a brand loyalist. Instead of searching for products in Google, I look them up directly in the brand’s web/app search bar.

What does it take for a customer to stick with a brand?

Continue reading “[Ecommerce] A Marketer’s Guide to Convert One-time Shoppers into Loyal Customers”

Using Data: Steps to Implement Personalized Marketing Strategy

Let’s start this one with talking about first dates. 

It’s fairly common in this swipe-ridden world to find yourself lending an ear to a friend or colleague, talking about how their first date with someone went. The emotions are spread across a wide spectrum with “Jeez, an empty chair would have been a better company” on one end to “So yeah, we’re seeing each other again this weekend.”  on the other. The common thread across all these tales is – conversation. A date is likely to move in the general ‘good’ direction if there’s a lot of common interests to talk about – cinema, vacation place, shared love/hatred for an Instagram influencer, etc. 

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Customer Data Platforms vs. Data Management Platforms: A Definitive Guide

Modern brands share a relationship with their customers vastly different from the ones that traditional organizations did. If one were to outline each interaction (both physical and digital) between a brand and its customers, we’d find an extensive map with multiple touch points. With these numerous contact points comes the dilemma of delivering a seamless transition between different channels and a consistent, unified messaging throughout. Though brands have been relying on Data Management Platforms (DMPs) for achieving this goal, the emergence of Customer Data Platforms (CDPs) has presented a compelling alternative to marketers. By the looks of it, the two may seem similar but they hold major differences. However, one cannot necessarily replace the other.

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How Netcore’s WhatsApp Chatbot Helped Flipkart Deliver Customer Delight at Scale

“Exceptional customer experiences are the only sustainable platform for competitive differentiation.”
– Kerry Bodine

This timeless reality grows in significance in today’s hyper-competitive, mobile-first market where customer retention has emerged as a north star metric. The e-commerce industry is no exception to this cardinal pre-requisite for success. In fact, customer experience leaders outperform other players by almost 26%, in terms of revenue growth.

Continue reading “How Netcore’s WhatsApp Chatbot Helped Flipkart Deliver Customer Delight at Scale”