No doubt the pandemic altered consumer purchase behaviors and expectations leading retailers to find new and better ways to engage online. On top of increased online spend in 2020 — up 44% from 2019 to more than $861 billion in the US — there has been a big increase in online fulfillment options, with 80% of shoppers expecting to increase their usage of Buy-Online-Pickup-In-Store (BOPIS) and curbside pickup and 90% now preferring home delivery over a store visit.
Size does matter whether we’d like to admit it or not. While I’m not the greatest fan of many of these networks, as I view my interactions – the largest platforms are where I spend my most time. Popularity drives participation, and when I want to reach my existing social network it’s the popular platforms where I can reach them. Notice that I said existing. I would never advise a client or person to ignore the
If you’re an enterprise company where you have distributed data in multiple systems, a Customer Data Platform (CDP) is almost a necessity. Systems are often designed towards an internal corporate process or automation… not the ability to view activity or data across the customer journey. Before Customer Data Platforms hit the market, the resources necessary to integrate other platforms inhibited a single record of truth where anyone in the organization can see the activity around
Chatbots continue to get more and more sophisticated and provide a much more seamless experience for site visitors than they did even a year ago. Conversational design is at the heart of every successful chatbot deployment… and every failure. Chatbots are being deployed for automating lead capture and qualification, customer support and frequently asked questions (FAQs), onboarding automation, product recommendations, human resource management and recruiting, surveys and quizzes, booking, and reservations. Expectations of site visitors
Whether you’re driving leads to your site, engaging shoppers, or providing customer support… theirs an expectation nowadays that every website have an integrated chat capability. While that sounds simple, there’s a lot of complexity with chat… from manning the chat, putting up with spam, auto-responding, routing… it can be quite a headache. Most chat platforms are quite simple… just a relay between your support team and the visitor to your site. That leaves a huge