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Half of all mobile shoppers will abandon the cart if the app gives them trouble

Half of all mobile shoppers will abandon the cart if the app they’re trying to use is too much of a struggle. Not much of a headline is it? Of course people are going to give up when things don’t work. So why are we talking about this? I’ll tell you why – because it’s a great reminder of just how little it takes to lose a customer after you’ve worked so hard to get that customer in the first place.

contact solutions mobile app issues

Online holiday 2014 sales expected to grow 8 to 11 percent

NRF Survival GuideIt’s the most wonderful time of the year – if you’re a retailer or marketer. The National Retail Federation just posted their 2014 Holiday Survival Guide and it’s a very pretty picture.

The experts at the NRF say we’re likely to see a “healthy” 4.1% increase in sales this year bringing the holiday shopping total to $619.9 billion.

This is the first time since 2001 that the increase topped 4%. If that doesn’t sound all that great to you, check out the numbers for 2008.

Six years ago, we had our only negative change and 2009 wasn’t much better. After a small lull in 2012, it looks like we’re on our way to prosperity street once again

NRF Holiday 2014 Sales Predictions

How will the holiday season Treat your business this Tricky time of year?

27 days from now, your neighborhood will be filled with little monsters running through the streets in search of candy. If you run an online-only business, that means there’s precious little time left to snag those Halloween customers.

This infographic from Collective Bias, called “The Rise of the Halloween Shopper” shows that next week is the prime shopping time for all things spooky.

Collective Bias Halloween Dates

Hopefully, you’re already set to sell because Halloween is not a season you want to miss. It’s the second-highest grossing commercial holiday after Christmas. Seriously, just look at these numbers:

Collective Bias Halloween Dollars

$69 billion spent on costumes for people and pets, treats and parties. $2.08 billion on just candy and $360 million on greeting cards.

Paypal and eBay to split! New CEOs will take the reins

paypal ebayAfter years of saying they’re better together, ecommerce giants eBay and Paypal are splitting up. It’s big news – big as any Hollywood couple divorce announcement and us kids are worried. Will we end up in the middle having to choose which parent we favor over the other? I hope not. eBay and Paypal have been a part of my life since both companies launched.

eBay bought Paypal in 2003 and it was a match made in reseller heaven. Once they combined forces, it became extremely easy to process payments for eBay sales, complete transactions and ship. (I buy all my eBay postage through Paypal with just a few clicks.)

Holiday marketers choose social and data over mobile and shipping

1214648_92719053For their 2014 Holiday Retail Audit, eBay virtually sat down with 1,000 online retailers to find out how they’re preparing for the coming holiday season. Rather than keep you in suspense, I’ll tell you how it out turns out – instead of spending money on mobile and shipping, retailers are banking on data and social this holiday season.

Data:

Retailers said they were going to invest in tools to help them capture and analyze data in greater detail in three areas: social media (29 percent), email promotions (22 percent) and search engine optimization (12 percent).

They’re also looking at ways to capture in-store data so they can have a more meaningful conversation with customers. During the holiday season, speed is essential. If a customer abandons a cart, a retailer needs to be able to spot it, respond to it and send out an instant offer to reel that customer back in.

Want to reach consumers on mobile? Do it before they go shopping

NinthDecimal GrowthSurprise stat of the day: smartphones have replaced tablets as the leading mobile device for retail shoppers.

Surprising because the tablet is the laid back king.  It has the bigger screen and the interactive, native ads, but still tablet usage for research dropped from 37% in 2013 to only 16% in 2014.

The one thing smartphones have over tablets is that we always have one in our pocket. So that’s probably the reason the for the increase. More people are relying on their phones to do research in stores. . .

Nope. 69% of product research happens at home, long before the customer heads to the store (virtual or otherwise).

NinthDecimal’s Mobile Audience Insight Report for Q2 2014 is full of interesting surprises. Let’s dig a little deeper.

To gain a customer’s trust; meet them on their preferred digital stomping ground

Trust MeTrust is the number one, most important factor in getting and maintaining a relationship with a customer. People have to believe that they’re going to get their money’s worth, that their personal information will be kept safe and that they’ll receive what they ordered in a timely manner. No problem for Amazon, Target or Disney but what if you’re Susie Woosy’s Sleepytime Toys or Fred’s Fish-o-rama? New businesses (by calendar date or simply new to this customer) have to earn that trust before the average customer hands over the credit card a second time, and a third.

A new survey from SDL says it takes two years before the average customer fully trusts a brand and five years before a customer commits to a “Greater than Average” spend.