Interviews, insight & analysis on Ecommerce

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Customer Experience

How personalisation can spell success for the holiday season and beyond

September 22, 2023

While loyalty programs are well-established in creating consumer engagement and return business, through personalising these programs retailers can ensure that their clientele won’t switch to a rival brand with a better understanding of their needs. In fact, personalisation is increasingly the norm: research shows that 71% of consumers expect companies to deliver personalised interactions, while 76% get frustrated when this doesn’t happen. 

How personalisation can spell success for the holiday season and beyond

September 22, 2023

While loyalty programs are well-established in creating consumer engagement and return business, through personalising these programs retailers can ensure that their clientele won’t switch to a rival brand with a better understanding of their needs. In fact, personalisation is increasingly the norm: research shows that 71% of consumers expect companies to deliver personalised interactions, while 76% get frustrated when this doesn’t happen. 
Customer Experience

How ecommerce will step up a gear in 2022

Lia Cattassini, Strategy Director at Tribal Worldwide, looks at why blended retail will be the key to brands creating the best possible customer experience.

ECA Staff February 17, 2022
Customer Experience

Glynn Davis: Why impulse and discovery need to be part of your ecommerce strategy

Over recent years the major supermarkets have gradually been removing sweets and unhealthy snacks from the area around their checkouts after coming under pressure from the government and other groups accusing them of contributing to the nation’s obesity problem. Enforceable restrictions are also on the way via the HFSS (high fat, salt and sugar) legislation.

Glynn Davis February 16, 2022
Customer Experience

How brands can build customer loyalty in 2022

Despite these challenges, some brands are managing to cut through the noise and achieve success. For instance, in January retailer Hotel Chocolat announced it had grown revenue by 37% thanks to strong brand position and multichannel strategy, while Marks & Spencer reported a record festive shopping period. 

Justin Pearse February 14, 2022
Customer Experience

Using data to save the highstreet

Andre Hordagoda, Co-CEO & Co-founder of Go Instore, looks at how the highstreet can harness data to better serve customers.

Tyrone Stewart February 1, 2022
Customer Experience

Gen Z shoppers embrace Buy Now, Pay Later services

In the past year, 42% of British 16-to-24-year-olds used a Buy Now, Pay Later service to help evenly spread the cost of big-budgeted fashion items and expensive tech purchases…

Michael Feeley January 18, 2022
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