According to a recent survey we fielded, businesses are significantly overestimating the quality of their customer service:89% of businesses give their customer service a grade of A or B, and 84% of businesses believe their industries “usually” or “always” provide excellent customer service.
However, only 52% of consumers agree – and only 9% think that they “always” get...
As an industry, retail is centuries old, but has successfully adapted to changes. These have included product sourcing, served to self-service; high street to out-of-town to destination shopping centres and local brands to global brands. Most of these changes have taken decades, giving company boards and investors plenty of time to plan, adjust and adapt to the emerging reality.Retail was, in...
By coordinating channels, retailers can be present in the appropriate channel at the appropriate time for the customer. This can drive loyalty as convenience and uniformity make it easier for a customer to understand what the retailers offer is. Customer’s discovery processes often start with a ‘blank sheet’. Previously favoured brands would be the first port of call for every purchasing...
Driving your e-commerce
E-Commerce for manufacturers: Expand your brand onlineFor many years, manufacturers were able to rely on their network of brick-and-mortar retailers. The supply chain was clearly defined: the manufacturer produces the merchandise; the retailer distributes it to the consumer. This division has changed with the rise of the Internet and the resulting new sales channel. Many manufacturers now have...
IS OMNI EVERYTHING?
Increasing customer expectations and their demand for a continuous commerce experience challenges retailers globally. Consequently, almost any retailer has come across the theories around OMNICHANNEL RETAILING, which entails the connection of all available sales and distribution channels in order to provide a seamless shopping experience to customers.While OMNICHANNEL is...
Updates from our Fashion, Beauty and FMCG divisionRetailers are busy – from running the day to day operations for their brand to managing their online presence. Put all that together with the ever shifting retail world to keep up with eCommerce trends in an omni-world can leave one juggling a lot more than just their brand. The juggling act can eventually take away from the main focus -...
With innovation continuing to be a focus for retailers, a new Retail Innovation Report identified 5 top priorities that retailers are looking at for the near future.Retail success is now being driven by a set of new measures, according to original research in a new report from Arvato, a global provider for full-service eCommerce and supply chain solutions, and Practicology, a leading...
When it comes to net sales growth strategies, initiatives to drive traffic and optimize conversion rate (CR) are often the center of attention. However, there is a third factor influencing net sales: the net average order value (Net AOV), meaning the average order value after returns. This factor often offers a lot of untapped potential for online shop operators. In order to define...
The eCommerce consulting unit from Arvato SCM solutions has assessed the key drivers of returns over numerous consultation projects within international fashion companies, and as a result has developed appropriate measures for its customers. Below you will find 7 helpful tips on how you can receive fewer returns from your eCommerce shop:.1.UNDERSTANDING RETURNSFirst, you need to...
With more purchase transactions occurring online, eCommerce as a sales channel continues to thrive. The role that mobile commerce has had in influencing shopping behavior has played a crucial part in the growth. Shoppers now have 24/7 accessibility, flexibility to search and shop when it is more comfortable and convenient for them. And with the competition just a click away, retailers have...