Retail & Ecommerce


Memberships in loyalty programs are expanding rapidly while active participation in programs is falling. The reason is simple: Although the barriers to joining programs are lower than ever, most programs are undifferentiated and rely largely on discounts.

Most internet users in Japan plan to celebrate Valentine’s Day in some way, according to January 2016 research. Whether they spend it with partners, friends or family, internet users in the country tend to see the day as a time for gratitude.

Like adults, children are increasingly connected to the digital world. And while parents are granting them usage of these devices, they also want features on there that they can control.

Many digital buyers are massively tilting towards plastic cards for their preferred payment method. An October 2015 survey found that nearly half favor Visa.

For some consumers, the mobile screen is too small for frequently purchasing. Indeed, many mobile device users worldwide would prefer to use a PC instead.<

Custom-designed packaging can drive repeat purchases, according to January 2016 research. In fact, more than half of US digital buyers believe it makes a product more valuable.

Virtually all internet users in Great Britain are worried about their digital privacy—but most also think they know what to do to protect themselves.

Retailers offer consumers a variety of shipping options to meet their needs. According to September 2015 research, ship to store is the most common worldwide.

Marketers are constantly looking to better understand consumers and ultimately deliver an engaging experience. According to Q4 2015 research, many executives are using revenue metrics to measure the success of customer efforts.

While more than half of US retail decision-makers fully believe retailers provide a consistent customer experience across all channels, just over a quarter of US shoppers feel the same way, according to December 2015 research.

Digital buyers in France are making more digital purchases than ever, with an average of 22.9 each in 2015, compared to 11.4 in 2009. That’s twice the number of purchases made seven years ago, a substantial, if not surprising, figure.

Social commerce is nothing new, and social media sites continue to influence many ecommerce purchases, according to 2015 research. Purchases influenced by LinkedIn had the biggest average order value.

Cross-border ecommerce varies country-by-country. In Europe, digital shoppers in stronger economies tend to shop domestically, while those on the other end of the spectrum look abroad for bargains. And while Canada and the US may be neighbors, they are hardly twins when it comes to digital buying.

Internet users who are increasingly educated about personal information use and security issues are also increasingly wary of companies holding that information. But a January 2016 report reveals some ways companies can earn the trust of UK internet users.

Two in three UK internet users are comfortable with biometric identification when digitally banking, according to a January 2016 report. But for many other purposes, such a protocol may seem too invasive.

Without a great experience, loyalty programs are less valuable to customers and abandoned early on even if they promise discounts. eMarketer spoke with Mark Taylor, senior vice president of digital customer experience at business and technology consulting company Capgemini, about consumers’ frustrations with traditional programs and how marketers can create a compelling loyalty experience.

Understanding consumers and delivering an engaging experience is important to marketers, especially those that want to boost brand perception. According to October 2015 research, improving the customer experience is what primarily keeps CMOs and marketing leaders up at night.

Nearly three-quarters of retailers worldwide said they wanted their apps to offer payment security. Preventing fraud is more important for retailers than seamless ordering capabilities.

Marketers of all stripes know that keeping an existing customer is easier and more lucrative than finding a new one, but fostering loyalty can be tough. Topics in this webinar include: What consumers want from loyalty programs; What marketers can do to increase consumer loyalty; How personalization can contribute to loyalty; How mobile has changed loyalty marketing.

Magnus Jern, president of the Mobile Application Solutions Division at DMI, a creator of mobile apps for global brands, discusses how consumers are using mobile apps to influence purchasing decisions, conducting research and shipping in-store purchases to their doorstep.