Retently

FEBRUARY 20, 2023

In a highly competitive environment, assessing the success of a DTC brand just by checking the revenue and customer lifetime value is not enough. Predicting customer behavior and future growth is essential, and multiple methodologies are available to achieve this. RFM and NPS are widely used in ecommerce for these purposes.

Ecommerce 142

Ecommerce NPS Effort Score Analysis 142

Kayako

AUGUST 12, 2022

Today even as people are returning to stores, the share of purchasing due to eCommerce continues to increase steadily. eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

Bold360

NOVEMBER 9, 2016

They are the second greatest gift any ecommerce merchant will receive in the holiday season, after the cold, hard holiday cash that can make or break an ecommerce retailer’s entire year, of course. The question is which ecommerce metrics to track, and how, in order to foster a high rate of customer retention.

Ecommerce 89

Ecommerce Metrics Abandon Rate Self Service 89

Joe Rawlinson

DECEMBER 18, 2018

You need to step out of your ‘comfort zone’ as an ecommerce brand and become a source of valuable and helpful content, not only product catalogs. Top 4 Tips to Boost Your Ecommerce Content Marketing Strategy in 2019. According to HubSpot , 78% of consumers unsubscribe from ecommerce emails because brands send them out too often.

Ecommerce 92

Ecommerce Tips Marketing Omni-Channel 92

Retently

MARCH 17, 2025

Some reports get ignored because they track the wrong things, while others fail to connect the dots between customer issues and business impact. Tracks how customer sentiment, retention, and support efficiency have evolved over time. Key Topic Starters Every ecommerce business sees certain common ticket types.

Report 90

Report How To Effort Score NPS 90

delighted

JUNE 21, 2024

There’s no doubt that ecommerce is a booming industry: with online shopping becoming the default purchasing method for many, businesses are focused on optimizing their online storefronts and ensuring buying experiences are as smooth as possible. What is an ecommerce integration? How do they do this?

Ecommerce 77

Ecommerce CRM Customer Relationship Management Omni-Channel 77

Help Scout

AUGUST 22, 2023

Looking to improve the customer retention rates for your online store? Adopt these seven simple ecommerce retention marketing strategies. Read the full article

Ecommerce 75

Ecommerce Strategy Marketing Customer Retention 75

Retently

AUGUST 12, 2024

If you’re running an ecommerce or retail store, you probably already know how important it is to keep your customers happy. This is a helpful customer satisfaction metric that can tell you exactly how your customers feel about your products and services. But how do you measure that happiness?

Ecommerce 79

Ecommerce NPS Retail Software 79

InMoment XI

MARCH 21, 2025

These insights also highlight usability issues that impact the customer experience and product gaps (based on comparisons with competitors), helping product teams focus on developments that positively impact customer retention and brand positioning.

Ecommerce 195

Ecommerce Trends Effort Score Sales 195

TechSee

OCTOBER 2, 2019

Other industries faced with high churn rates due to poor customer service include retail/ecommerce (12%), healthcare-related products or services (12%), insurance (11%) and banking/financial services (11%). Customer churn is triggered by high effort. Need for improved customer retention strategies.

Survey 164

Survey Customer Service Social Media Telecommunications 164

My Customer

JANUARY 23, 2023

The ecommerce sector is growing. In 2020, 17.8% of global sales were made through online purchases. By 2025, that number is expected to. 23rd Jan 2023 By HazelRaoult

Ecommerce 52

Ecommerce Customer Retention Tips Sales 52

Kayako

SEPTEMBER 28, 2018

Reduce back and forth and customer frustration. Grow sales and customer retention. Ecommerce Website and Point-of-Sale. If you’re selling online, you need a tool that works with your ecommerce website and point-of-sale solutions. Just like your team and company are unique, your needs are, too. Customizability.

Software 169

Software Ecommerce How To Social Media 169

Kayako

SEPTEMBER 14, 2018

Why does live chat reign supreme over every other customer support channel, even while 47% of consumers haven’t had a positive live chat experience in the last month? Let’s talk about the 4 main reasons live chat is so powerful for driving revenue and boosting customer retention —and how your business can capitalize on them.

Loyalty 180

Loyalty Sales Competitive Advantage Ecommerce 180

Fox Metrics

MAY 29, 2020

Being customer-focused allows you to be more pioneering.” These are the words of arguably the biggest eCommerce guru on the planet today, Jeff Bezos. To be customer-focused, data must be your starting point. In fact, the epicenter of eCommerce is all about data. It is the heart and soul of eCommerce.

Ecommerce 59

Ecommerce Metrics Analytics Advertising 59

ProProfs Chat

JUNE 21, 2019

Do you have a customer retention strategy? Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers. Understand Customer Retention.

Customer Retention 63

Customer Retention Strategy How To Case Study 63

Retently

MARCH 14, 2023

Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data. But while customer reviews have become an integral part of the ecommerce landscape and are here to stay, NPS surveys are just making their way in the DTC industry, although extensively adopted by B2Bs.

NPS 135

NPS Comparison Survey Net Promoter Score 135

The DiJulius Group

JULY 9, 2024

Don’t Let Your User Self Service Experience Backfire With the mad shift to pushing customers to self-service channels, many companies are hurting their overall customer satisfaction and reducing customer retention by creating a poor user experience.

Self Service 97

Self Service Ecommerce Customer Retention User Experience 97

ProProfs Chat

MAY 24, 2019

You may have set the foundation of your eCommerce business on a riveting marketing strategy, a robust customer service team, and brand new ideas for products and services. Now you need to focus on delivering a good customer service experience that will prompt your visitors to keep coming back for future purchases.

Ecommerce 100

Ecommerce Social Media e-support Customer Retention 100

Feedbackly

MAY 7, 2018

The eCommerce Customer Journey encompasses all of the different touchpoints where a customer interacts with a company, product or branding online. Where once we were limited to the products and services of local businesses in our community, we are now free to choose from any number of eCommerce sites globally.

Ecommerce 49

Ecommerce Customer Journeys Net Promoter Score Social Media 49

Inbenta

MARCH 11, 2021

When customers visit an eCommerce website, they want to find things easily and they want your replies to be fast – and unfailingly efficient. What customers want is human empathy matched by machine efficiency, the sort of service that makes successful and enduring business-customer relationships happen.

Ecommerce 52

Ecommerce Chatbots Study User Experience 52

Win the Customer

JANUARY 19, 2016

Gartner research shows that by 2018, 70 percent of business-to-business ecommerce sites will offer customers personalized features, and sites effectively using personalization will outsell competitors by 30 percent. Eighty percent of your future profits will come from 20 percent of your customers, Gartner says.

Customer Retention 52

Customer Retention Ecommerce Return on Investment Guidelines 52

SurveySparrow

MARCH 29, 2023

In today’s age, eCommerce has become a pivotal part of our lives. With the increasing number of eCommerce stores, business owners should find ways to streamline the experience of their customers. This is where mapping the ecommerce customer journey becomes important. Why is the ecommerce customer journey important?

Customer Journeys 52

Customer Journeys Ecommerce Touchpoint Social Media 52

Kayako

JANUARY 3, 2019

This is why it’s so important to have a strong customer experience strategy. If, for some reason, CX hasn’t been on your radar until now, you should consider implementing it as part of your bigger customer retention strategy. Luckily for you, it’s not too late to start.

Trends 156

Trends Customer Experience Ecommerce Analytics 156

Think Customers

OCTOBER 20, 2021

Success in the industry, be it ecommerce or brick-and-mortar, relies understanding customers’ core values and connecting with the right technology. Explore how physical and digital spaces can unlock amazing customer experiences (CX) in 2022. Customers feel the product and build relationships with the brand.

Ecommerce 52

Ecommerce Retail Self Service Omni-Channel 52

Feedbackly

MAY 16, 2024

“We needed a service that could help us understand our customer experience better,” stated Joonas Kekäle, CEO of Kekäle. As a solution, Kekäle now uses Feedbackly software to measure eCommerce and brick-and-mortar experiences to improve conversion, basket size, and customer retention.

Case Study 105

Case Study Effort Score Ecommerce Touchpoint 105

Win the Customer

SEPTEMBER 21, 2020

The right marketing strategies involving both on and off your e-commerce store can help you build brand awareness, drive customer loyalty, and ultimately increase online sales. A simple answer is by focusing your efforts on customer retention. What is Customer Retention? Start a Customer Loyalty Program.

Sales 111

Sales Customer Engagement e-support Engagement 111

Velaro

AUGUST 20, 2015

Moreover, customer service is key to retention, and retention is key to profitability. 81% of customers will repeat business after a good service experience; this increases to over 90% if the experience could be described as “effortless.” 78% of customers have abandoned a transaction because of poor service.

Training 100

Training Customer Experience Ecommerce Guidelines 100

Kayako

MARCH 21, 2017

In the age of disloyalty , it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you make a customer feel respected and gain their trust? Customer trust is a reciprocal behavior to what they receive. They care about users and their experience with support service.

Interaction 211

Interaction How To Self Service Customers 211

Thematic

MARCH 30, 2025

For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs. Show how customer insights research can improve customer retention, reduce churn, and optimize marketing spend.

Customer Insights 62

Customer Insights Data Analytics How To 62

Joe Rawlinson

JULY 26, 2017

Paying attention to your customers’ buying habits can pay off. Using customer analytics to track buyer behavior can boost your sales, customer satisfaction and customer retention by as much as 25 percent, Quantzig data shows. Ecommerce tracking comes in two varieties: standard and enhanced.

Ecommerce 84

Ecommerce Social Media Analytics Retail 84

Thematic

APRIL 3, 2024

The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. You’re not face-to-face with these customers, so you need a way to understand what’s happening. What’s happening?

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Oracle

FEBRUARY 13, 2019

From the continued growth of ecommerce to the rise of experiential retail , 2018 saw a number of changes within the retail industry. And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. Even when creating customer acquisition strategies, the end goal is customer retention.

Trends 95

Trends Loyalty Loyalty Programs Retail 95

Qualtrics

NOVEMBER 30, 2020

Like any other commerce, ecommerce needs outstanding customer experience to stay competitive and profitable. What is ecommerce CX and how can you achieve it? ecommerce shopping has changed the retail landscape as more and more consumers are looking for convenience, variety, and competitive pricing. customer loyalty.

Ecommerce 42

Ecommerce Customer Experience Net Promoter Score e-support 42

ShepHyken

APRIL 5, 2019

These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment. When used correctly, chatbots have the power to enhance marketing, sales, customer retention and more. Support like that pays off in the long-term.

Chatbots 119

Chatbots Customer Experience Contact Center Ecommerce 119

Lumoa

FEBRUARY 2, 2023

It is the sum of all customer interactions with a company or brand, from their first contact to post-purchase follow-up. While customer experience is still important, the way someone interacts with you is not like it was a decade ago. Technology, mainly eCommerce , has changed the way people shop. It’s for good reason.

Retail 221

Retail Net Promoter Score Strategy Customer Experience 221

Joe Rawlinson

JULY 5, 2020

Constant turnover can make it difficult to build that rapport that is so important in customer retention. Boosting employee retention can require quite a few changes to company policies and hiring processes. Taking a proactive approach to improving employee retention will impact customer retention directly.

Tips 107

Tips Entertainment Strategy Policies 107