Retail & Ecommerce


According to recent data, a good number of retailers think their digital strategies do at least an adequate job of guiding customers to physical locations. Still, there's room for improvement.

If it seems like Amazon dominates most online retail categories, that’s because it does. But despite the online retailer's push into many private-label categories, it is still viewed as a source of staples rather than style.

Brands like Everlane and Reformation have promised transparency in the supply chain, labor practices, textile sourcing and more. Shoppers seem to be on board, but other factors may have greater importance.

Angela Yang, director of connections at advertising agency T3, explains the impact of the Facebook revelations on marketers' social media budgets.

According to the annual digital trends study by Econsultancy and Adobe, retailers worldwide plan to put a great deal of effort into omnichannel marketing and customer experience this year.

As the GDPR trigger date draws near and the frenzy of preparation comes to an end, we step back to take a longer view. In the latest episode of eMarketer's "Behind the Numbers" podcast, we discuss some of the longer-term implications of the new rules in a conversation with privacy consultant Colin O'Malley.

With the deadline for GDPR fast approaching, we speak with Richard Reeves, managing director of the UK's Association of Online Publishers, about the challenges publishers face in dealing with the new privacy rules. The regulations, he says, may be the most significant change the advertising and media sectors have faced in a generation.

Americans may not be widely familiar with Europe's looming GDPR regulations, but they say they would like regulators to take similar steps in the US.

In the latest episode of eMarketer’s “Behind the Numbers” podcast, eMarketer analysts on both sides of the Atlantic discuss how consumers feel about the looming GDPR rules. Are consumers in Europe even aware of the rules, and do they care?

Apps have been shown to be responsible for more sales than the mobile web—and even desktop, which would imply that buyers via app are valuable. But how many US consumers use them?

Nearly three-fourths of US internet users think contacting customer service is a frustrating experience, according to a recent Helpshift survey. But 62.0% like email and messenger chatbots that collect information and get the right support agent, and 75.9% said chat-based messaging would be a preferred means to contact customer service if they knew they would get an immediate response.

In another sign that consumers haven’t fully come around to buying groceries online, a May 2018 survey by Morning Consult reveals that many still prefer to see and touch the products in person.

In the latest episode of "Behind the Numbers," eMarketer analyst Lauren Fisher talks about what customer engagement is and why it matters.

Consumers have a wide range of customer service channels available to them—they can hop on the phone to help resolve an issue, or take to Facebook to air out any problems. And while this works for some people, others aren't so sure.

Wrapping up our weeklong series of conversations about the impact of GDPR, today we focus on the ad tech sector, which is at the center of the debate of data and its use. eMarketer analyst Lauren Fisher discusses the challenges with Julia Shullman, chief privacy counsel at AppNexus.

Customer engagement is a priority for many, but no single action plan exists for how to measure it. Some marketers simply identify and tally engagements, while others understand the value of each action. eMarketer’s Lauren Fisher spoke with Jennifer Zeszut, chief customer officer of Beckon, about how to build engagement scores and ratios that matter.

Many merchants surveyed by ACI Worldwide and Ovum believe that real-time payments will not only improve their customer service, but also save their organization money.

Starbucks will remain the most popular proximity mobile payment app, staying ahead of Apple Pay and other competitors, according to eMarketer’s latest forecast on US proximity mobile payments.

Some four in 10 US internet users would visit or shop their favorite brand more often if their rewards status were communicated more clearly, according to new findings from 3Cinteractive.

China is one of the most attractive markets for foreign retailers, primarily due to the sheer volume of digital buyers coupled with their desire for overseas goods. Cracking Chinese ecommerce is easier said than done, though.