It's an occupational hazard within the retail sector: Lessons learned in the market are usually learned the hard way. Adding insult to injury, there is a very low margin for error, particularly when changing course in the business does not correlate with shopper demands.
The good news for grocery retailers is that decades of lessons learned via brick-and-mortar initiatives for category management and shopper marketing can be applied to e-commerce with relative ease.
So why isn't this happening at a faster pace? There are two main reasons.
First, CPG brands have been slow to react to e-commerce and have failed to make the necessary investments. Second, in an effort to react quickly to e-commerce competition such as Amazon some retailers are rushing to "band-aid" solutions, rather than building capabilities that enable a customized user experience and the ability to harvest invaluable customer data.
With that in mind, here are three basic lessons from traditional commerce that can fuel e-commerce success.
https://www.retailcustomerexperience.com/blogs/3-brick-and-mortar-lessons-for-e-commerce/
We are proud to announce that one of the largest supermarket chains in the Netherlands, Albert Heijn, now uses Mopinion’s feedback software on their website (AH.nl). Albert Heijn – also referred to as the AH or ‘Appie’, as the Dutch like to call it – jump-started its online feedback programme in June of last year (2017). Since then, they have employed various feedback forms across their website with the aim to extract valuable insights into the online shopper journey.
https://mopinion.com/albert-heijn-caters-to-online-shoppers-with-customer-feedback/
We are delighted to share that the world’s largest sporting goods retailer, Decathlon, is now using Mopinion’s feedback analytics software. Decathlon hit the ground running with their new online feedback programme in the summer of 2017 with feedback forms on their French and Chinese websites. Pleased with the performance and customer insights obtained via Mopinion’s software, Decathlon is now in the process of rolling out Mopinion software on webshops in twenty-one additional countries!
https://mopinion.com/decathlon-rolls-out-mopinion-feedback-software-in-23-countries/
Led by the largest retailers like Amazon, Alibaba and eBay, the worldwide e-commerce market reached $3.5 trillion in sales in 2019. By 2021 this number is expected to grow to $4.9 trillion, with 2.1 billion digital buyers.
The top three countries for retail e-commerce sales in 2018 & 2019, according to Prioriello’s presentation, were China, the United States and United Kingdom. China has increased 27% over the last year, while the US and UK were up 14% and 11%, respectively.
http://packworld.com/issues/e-commerce/article/21105576/digital-print-boosts-user-experience-for-ecommerce-packaging/
E-commerce business models are undergoing a dramatic shift. Initially businesses relied on consumers to do the 'heavy lifting' to discover the product and to make the purchase decision. The vendor's role was to ensure that the product was discoverable and — most importantly — available at the geographic location where the transaction potentially would take place.
But the new e-commerce business model is optimized by driving the consumer to subscribe to 'an experience.' Think of Spotify or Apple Music, for example. The customer purchases access to a seemingly endless supply of music and tools that ensure their experience is maximized. The focus of the experience moves from a 'warehouse experience' to more of a concierge, personalized and curated experience. The consumer has already purchased, and so the emphasis is placed on ensuring that they stay engaged and active. Most importantly, the service makes recommendations and learns what the consumer likes, making the discovery of music a delight. In this model the better the tools engage the customers the better the company will prosper.
https://www.retailcustomerexperience.com/blogs/digital-transformation-driving-the-personalized-retail-customer-experience/
When you compare the user experience of insurance to that of retail, insurance is miles behind. Nick Mercer, UK sales manager at Loqate outlines what the industry needs to do to master the user’s experience
If you are interested in being granted a licence to reproduce our content, please contact Hayley Charlick on +44 (0)20 7618 3498 or at subscriptions@insurancetimes.co.uk.
https://www.insurancetimes.co.uk/corporate-insight/expert-view-insurance-ux-why-insurance-companies-need-to-improve-user-experience-asap/1429827.article/
Serving over six million visitors each week, Dutch retail chain, HEMA is expanding rapidly. HEMA now has stores in nine different countries including the Netherlands, Belgium, Luxembourg, Germany, France, the United Kingdom, Spain, Austria and soon in the United Arab Emirates. This tremendous growth certainly presents its challenges when it comes maintaining a smooth online customer experience – but it also represents an exciting digital undertaking for the Dutch company.
https://mopinion.com/customer-success-story-hema/
The road to mainstream significance has been long and wavering for virtual reality (VR). Introduced to popular culture through classic science-fiction embellishment, it was written off time and time again as a fad and a fraud when real-world technology couldn’t live up to those depictions. But recent years have seen VR headsets (led by the Oculus Rift) achieve meaningful public awareness.
Now that VR is finally on the cusp of general acceptance, a whole world of possibilities has opened up for countless industries—most significantly the gaming world. But what of the ecommerce industry? With user experience (UX) an increasingly-vital factor for setting stores apart, could VR be the next destination for ambitious retailers?
Let’s consider the role that VR is likely to play in the ecommerce world over the course of the next 5 years.
https://techspective.net/2018/07/18/how-vr-will-transform-the-ecommerce-experience-in-the-next-5-years/
Retailers are continually adopting digital signage in great numbers, and are using more advanced tools such as 3D technology to craft more immersive customer experiences.
"3D is already pervasive in retail. Nearly every major retailer is using 3D content in some capacity — and it's growing," Beck Beseker, CEO and co-founder of virtual reality company Marxent, said in an email interview. "Case in point: Nearly every major furniture company has some 3D initiative underway."
http://retailcustomerexperience.com/articles/how-will-3d-digital-signage-impact-retailers-2/
With more than 23,000 employees and 130+ stores across France, Leroy Merlin is the leading DIY retail brand in France – in the market of home improvement and gardening. The brand is not limited to an in-store offer. Leroy Merlin France also has a strong digital ecosystem with a fast growing website.
https://mopinion.com/leroy-merlin-chooses-mopinion-to-shape-online-voc-programme/
