Archive for the ‘Research Library’ Category

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Are You Mobile-Minded Enough To Keep Your Customers Happy?

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A guide to mobile-engagement benchmarks and best practices for motivated retailers

Description

Our joint goal was to move beyond survey results to provide real insights into mobile engagement and to assess how “mobile-minded” today’s retailers really are across all available touch-points. Through our mystery-shopping framework, the e-tailing group explored mobile engagement while effectively evaluating retailers and keeping the consumer perspective top- of-mind. With the concept of mobile-mindedness as our focus, we built a calculator serving as a benchmark allowing for a single unit of measurement across each channel.

This whitepaper will begin by sharing the methodology, mobile-minded calculators and the merchants that were part of our research along with the topline findings. From there, we will delve into the details looking at each touch-point or channel from a more tactical point-of-view. Included in this section will be what makes for a mobile-minded experience, along with the supporting stat packs and requirements for effective or exemplary engagement. Lastly, we will explore the deal breakers that may cause your customers to conduct business with your competitors

What’s Included

I. Are you mobile-minded enough to win with customers?
II: Where retailers stand today when it comes to mobile engagement: Touch-Point Tactical Analysis

  • Email
  • Call Center
  • Twitter
  • Live Chat

III. Calculating Your Own Mobile-Minded Readiness
IV. Improving Your Score

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25 Hints For Turning Your Holiday Season Into An Omni-Channel Success Story

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Description

The e-tailing group once again partnered with MarketLive to find the consumer voice regarding their proposed omni-channel and cross-device research and buying behavior relative to gifting and 4Q14 holiday shopping.

2014 will prove to be a transformational year as omni-channel takes on more meaning than ever before. The customer once again is ahead of the retailer where omni-channel is fueled by growing mobile usage connecting the channels in unprecedented ways. Price and promotion will prove to be the true disrupters changing both channel and device behavior so creativity in selling will be essential to secure sales and maintain margin. Information and inventory transparency allows shoppers to learn more about products but also to select the channels from which they wish to purchase. Merchandising must be elevated to inspire and problem solve while customer service continues to weigh heavily in merchant selection as well.

Research Methodology and Process

1,000 consumers completed an online questionnaire in September 2014. The sample was 50% female/50% male, who had shopped online four or more times in the past year, typically spending $250 or more online annually.

Highlights

Survey findings and best-in-class examples are integrated into the 25 hints from 5 core elements:

  • Omni-channel Matters
  • Savvy Gifting Tactics
  • Power Up Promotions
  • Living by the Calendar
  • Take Care For Your Customers To Foster Loyalty

Report

Retailers Propel Ahead Making Progress in Mobile Customer Experiences

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Press Release

A Task-Oriented Review of the Mobile Experience

DOES YOUR MOBILE CUSTOMER EXPERIENCE KEEP PACE?

The e-tailing group has once again brought their mystery shopping prowess to bear on a 62-page-no holds barred encompassing look at mobile from the shopper point-of-view. Leverage these in-depth findings to set a savvy course for 2015 to secure your share of mobile shopping.

READ THE RESULTS

In 2Q14 we benchmarked the on-the-go consumer experience from information gathering through purchasing and customer support. Find out the results of real shopping experiences as we evaluated the onsite user experience on 174 metrics, looking at 6 top tasks consumers are likely to perform along with the overall usability of their experience, including year-over-year results.

Connect To A Store Search For A Product Buy A Product
Visit Retailer’s Mobile Site (Key Page Analysis) Research A Product Seek Customer Service

REVIEW BEST PRACTICES AND ROADMAP 2015 MOBILE INITIATIVES

  • 48 best practices are shared to understand how the best retailers merge navigational sophistication with merchandising inspiration
  • 25 statistical charts and graphs focused on usability, browse and buy experiences, cross-channel execution and customer engagement

For a list of retailers reviewed or more information on the methodology, please email LF@e-tailing.com

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Onsite Search: My Way or the Highway

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Description:

Explore consumer perspectives on shopping for information-intensive products across devices and channels. Existing search functionality will be reviewed along with respective satisfaction levels. Lastly, consumer decision-making patterns will be assessed to understand preferences in onsite search behavior.

What’s Included:

  • The Undecided Shopper
  • The Current State of Onsite Search
  • Three Emerging Onsite Search Themes
    1. Shopping based on my needs and preferences is better than searching by product specs
    2. Product specs are about the product, not about my needs and preferences
    3. Existing search tools aren’t as intuitive as I might like and often don’t produce the right results
  • The dSide Factor: Exceeding Consumer Search Expectations

Report

Back to School Shopper Behavior Survey

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Press Release
Infographic

Description

Results from the Baynote/e-tailing group Back to School Shopping Survey of 1000 parents of school age children. Our goal was to measure back to school shopping behavior in order to help retailers deliver better merchandising techniques and shopping tools and to better understand the back to school shopper expectations and preferences.

What’s Included

  • Back to School research details
    • How we shop: key influencers
    • Where we shop: channels
    • How we use promotions
    • The impact of social and mobile
  • Top takeaways for the Back to School retailer

Whitepaper

UPS Pulse of the Online Shopper™

This year’s study goes beyond other retail industry studies to give a 360o perspective into consumer shopping.

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Personalization Finally Comes Of Age; Consumers Force The Agenda

In this e-book, MyBuys and the e-tailing group partnered to explore personalization from both the retail lens and the consumer perspective. We hoped to trend personalization and marketing techniques that impact shopper attitudes and buying behavior across channels and devices.

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Podcast

13th Annual Merchant Survey: Investing for Impact in an Omni-Channel Climate

Report Report $595
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e-tail / Detail e-tail detail 04.30.14
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Press Release 04.30.2014
Infographic

Description

This report is a comprehensive reference source for investing, merchandising, mobile, personalization, omni-channel thinking and benchmarking KPIs. A compilation of responses and commentary from 108 senior executives with responsibility for ecommerce, provides a unique seller’s perspective overview with observations and guidelines interjected from the e-tailing group, inc. based on 20 years of ecommerce and over 50+ years of retail experience.

What’s Included

  • Input from ecommerce executives representing major product categories being sold online
  • Aggregated responses to a 47-question survey completed 1Q 2014
  • 51 charts and tables for benchmarking strategic, merchandising and omni-channel initiatives as well as website performance

Table of Contents

  1. Reflections on the State of the Industry
  2. Methodology and Topline Findings
  3. Investment Strategies
  4. Merchandising and Tactics
  5. KPIs
  6. Personalization
  7. Mobile and Social Media
  8. 2014 Top Issues and Checklist for Impact Investing

C5M_Baynote_WorldCupofEcommerce_CS6_V5_wgrass_small

Whitepaper

BoldChat for Mobile

This report, based on the survey results with nearly six thousand respondents across ten countries, sheds light on mobile engagement, including its current state, channels in use, which industries consumers are engaging with, and how well they are doing.

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Your Site Experience is Old School: How to Meet the Modern Shoppers’ Demands

Shoppers are bored and often uninspired where a need for new technology to aid shoppers in product discover and navigation is long overdue.

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