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Posted on28 March 2016 5:58 PM GMT

5 Ecommerce Post-purchase Irritants

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5 Ecommerce Post-purchase Irritants

You would have though that when you finally hit the ’Place Order’ button, most of your troubles would be over. Yet Ecommerce has a number of intangibles which can seriously impact on customer satisfaction if not handled properly. Most of these issues involve being one removed from the source of the service - such that you can’t always just pop into your nearest branch to solve the problem.

 

I order regularly from all the big players, including of course Amazon, Ebay

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Posted on27 November 2015 2:39 PM GMT

Black Friday is a great opportunity for retailers to shift old stock at appealing prices

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Black Friday is a great opportunity for retailers to shift old stock at appealing prices

After Americans have gorged themselves on Turkey, many of them feel the need to gorge themselves on ’bargains’ which go on sale the day after Thanksgiving. The UK has always had the Boxing Day sales, but somehow we have become entangled in Black Friday now too . Many retailers, and particularly Amazon have made a significant feature of this for several years now - even offering daily bargains in the week leading up to the big day itself.

 

For Retail / Consumer Psychologists

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Posted on04 November 2015 5:19 PM GMT

The UK's 10 Best Online Shops according to Which?

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The UK's 10 Best Online Shops according to Which?

In its latest magazine, Which? rates the UK’s online shops on 5 key criteria to ascertain which provide the best experience. It does not fully explain the mechanics of its weighting and what emphasis is placed on its own experts’ scores versus those returned in the customer survey. It also excludes the big grocery retailers from this survey for some reason.

 

My 3 preferred online go-to vendors have been Amazon, Ebay and Ocado for some time now - in that order of frequency. I

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Posted on27 October 2015 8:21 AM GMT

The 10 Key Criteria for Best-in-Class Ecommerce

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The 10 Key Criteria for Best-in-Class Ecommerce

I will start with a confession - I am not quite the uber shopper I used to be. Sure I still buy various items from around the world and do enjoy the occasional foray onto the High Street, it does not yield quite the same degree of satisfaction that it used to. I often do desk-research before I venture into town, only to find the stock in the High Street store quite different to what is on the website, and not available in my particular desired size / colour combination - often just not

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Posted on02 July 2015 11:38 AM GMT

The Mobile Imperative

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The Mobile Imperative

It really does not matter what type of business you have, these days the most likely contact you will have with your customers is via their smartphones. People already order more pizza through their phone; movie, theatre and concert tickets; read news feeds, digests and updates; order a taxi, post a picture, rent a room, save their place in a queue, pre-order their sandwich, and conduct a hundred different services and purchases generally within a typical day.

 

Here are the key headline

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Posted on09 June 2015 1:30 PM GMT

Retailers are still failing to provide a Seamless Shopping Experience

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Retailers are still failing to provide a Seamless Shopping Experience

I have been writing for several years now about the need for retailers to fully integrate their online / digital and in-store services - i.e. evolve a properly joined-up service solution. Most high street retailers still maintain several different disparate inventories - physical stores, online and outlet for instance. This usually means that there is typically no correlation between what you search for on your desktop or mobile and what is available in-store. It usually means that you receive

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Posted on18 December 2014 11:07 AM GMT

Christmas Shopping 2014 - Online and In-store

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Christmas Shopping 2014 - Online and In-store

Online Christmas Shopping for 2014 has been marred by a series of failures in delivery, which has given an unexpected boon to the high street. Date-wise - it is at that time of year for me, when I no longer risk shopping online - even as an Amazon Prime Member. I’ve noted this year with Amazon Prime, that with the inclusive delivery service I am getting diminishing returns. Used to be when Prime first started, I pretty much received everything the day after I ordered, now it’s often

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Posted on04 December 2014 9:01 AM GMT

Affino 7.5 Mindmap

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Affino 7.5 Mindmap

The Affino 7.5 release is an instance where the whole is much greater than the sum of it’s parts. Each new feature rolled out in this release is complimentary to the overall goal of creating the most effective Social CRM on the market today. What makes the release so exciting is that Affino now rewards every effort of the Sales / Marketing and Community teams by giving back much more in terms of insight through the connections between the CRM, messaging campaigns, live sites, ecommerce,

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Posted on11 November 2014 11:13 AM GMT

Why Click-and-Collect is essential for High Street Stores

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Why Click-and-Collect is essential for High Street Stores

Throughout this year I’ve been talking about the key challenges High Street Retailers face with trying to consolidate their online / offline inventories - so that shoppers can be sure of the likelihood of their obtaining what they seek when they venture into town. In numerous posts over the years I have highlighted my disappointment about making the usual weekend pilgrimage into town - only to find that most of what I was after is either not stocked by the particular branch I happen to

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Posted on04 November 2014 5:02 PM GMT

Graeme Howe of IMRG discusses the state of e-Retailing and recent launch of automated e-Retail Benchmarking System

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Circa 10 minute video interview of Graeme Howe, Joint Managing Director of IMRG by Phil Clark, Director of Fillip Media.

 

Phil Clark questions Graeme on IMRG’s Member Services, the state of the e-Retailing Industry, and the background to the e-Retail Benchmarking System, its benefits to retailers, and the 9 month collaboration with Affino to develop this new service.

 

 

Highlights include:

 

"Since 2009 e-retailing has achieved double digit growth every year,

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