Marketing Pilgrim's "eCommerce" Channel

Sponsor Marketing Pilgrim's eCommerce Channel today! Get in front of some of the most influential readers in the Internet and social media marketing industry. Contact us today!

Retailers are from Mars, shoppers are from Venus

It’s a retailer’s job (and by extension, a marketer’s job, too) to anticipate the customer’s needs so they can be satisfied because satisfied customers is what we all need to keep the doors open on our businesses.

But a new survey from Accent has me wondering if this relationship isn’t more of a Mars / Venus kind of thing. The report is called ‘Tis The Season For Customer Engagement’ and it’s loaded with inconsistencies between how customers think verses how retailers think. For example:

Accent Holiday Infographic

Only 16% of customers start their holiday gift shopping before Halloween but more than half of all retailers start promoting before the candy hits the bag. I was in a store the week before Halloween and heard a nine-year-old child complain about Christmas displays in the store. How bad is it when a kid says, ‘hey, it’s too early for Christmas’?

Black Friday: Millennials will spend more but 35+ will spend the most

Spend more22 Days Until Black Friday!

Are you ready?

CFI Group and eBay Enterprise just released a new report about this frantic weekend called “Holiday Shopping 2014: Shutting Down the Showroom Effect”.

As an online seller, you’re probably not all that concerned about showrooming but there are a few nuggets in the report for you, too.

First up is the actual Black Friday weekend. 30% of those surveyed said they expect to spend more than 50% of their gift giving budget between November 28 and December 1. This is up 27% over year. That means more retailers will pull in more revenue earlier in the season. On the downside, CFI says consumers will be spending less overall, that’s why they’re counting so heavily on Black Friday deals.

Taxi! Amazon considers a whole new way to deliver

taxi-bubble-sign-1442111-mShipping is one of the biggest issues for online buyers.  They want it fast, but they also want it cheap. Two-days and $10 could be all that’s standing between you and the sale. Now multiply that problem by a million and that’s what Amazon and other big retailers are facing. The closer we get to Christmas, the bigger the problem becomes.

Trouble is, until someone invents a transporter beam, packages have to be physically moved from one location to another and that takes time and time is money.

PayPal lets customers buy now and pay later; with a twist

package deliveryBuy now, pay later is the American way, but PayPal is putting a new spin on this old habit. As of today, PayPal is officially launching “Pay After Delivery“. Not a very clever name but it’s clear enough  – buy something online through PayPal and they won’t take the money until the package arrives (actually, 14 days later).

They’ve been testing this program in the UK and with a few customers here in the US but now they’re opening it up to everyone. . . and just in time for the holidays.

The concept is all about instilling confidence in the buyer. Not sure about your purchase? Worried about buying from a new store? No problem. Complete the transaction and you’ll have plenty of time to put in a claim if the item doesn’t arrive or isn’t what you wanted.

A Day in the Life of the Mobile Millennial Mom

Retro happy momAre we there yet? Almost!

We’re almost to that place where moms don’t even use computers anymore. They do all of their shopping and run the entire household from their smartphones with an assist from a tablet. It’s a magical place where everything gets done faster and easier leaving moms with more time to relax.

Ansible and Millennial Media just released a new report that examines the relationship between Millennial moms and their mobile devices.

As a group, these women spend 76% of their digital time on mobile devices and 50% of their mobile time is spent on shopping related activities. Did I mention that there are “13 million Millennial Mom consumers in the U.S. with a combined purchasing power estimated at $170 billion in annual spending”?

Holiday 2014: Etailers get real about holiday shipping

Coal in the stockingIt happens every year; online retailers make big promises, consumers buy into it and on December 24th the social media channels are overflowing with ho-ho-holiday complaints.

Most retailers mean well but things happen. Things like snowstorms and last minutes rushes, delivery trucks that don’t make it to the warehouse and sick employees that leave you short-handed.

We could say that customers should know better. Everyone should finish their holiday shopping two weeks before the actual day but that’s not how its done. So this year, more etailers are working on a plan to make this holiday merrier.

Shop.org conducted a survey on the subject and found that 8 out of 10 retailers will cut off standard shipping for Christmas delivery a week in advance. This is slightly higher than those who did that in 2013, so that should help decrease customer expectations – a little.

68 percent of consumers say coupons promote loyalty

If you want to keep the same customers coming back over and over again, send them a coupon and then send them another one and another.

In “The State of Digital Coupons: How Digital Coupons Are Adapting to Mobile and Omnichannel by Forrester Consulting on behalf of RetailMeNot, we learn that coupons are still a prime motivator for both online and offline shoppers. 59% of consumers said coupons were most likely to influence their purchasing decisions. Luckily, there’s an upside to selling things for less money – customer loyalty.

Retail Me Not Coupon Loyalty
68% of consumers say coupons build brand awareness and lead to customer loyalty. Look at the chart above. The lighter the blue, the more positive the response. A large number of respondents said they were likely to tell friends about online coupons and promotion codes. 29% felt strongly that coupons led to brand loyalty and another 62% agreed to some extent.