Online shoppers today have more choice, more information and crucially, less time. To compete with commercial giants like Amazon, smaller online retailers are finding ways to meet customers wherever and whenever they want to shop – but flexibility is no longer enough. Now, e-tailers need to find innovative new ways to personalise their offerings in real-time so they can build a loyal customer base- and they are going to need to harness customer data to do it. In Q4 of 2018 WBR Insights, Looker Data Sciences Inc., Algolia and dotSource surveyed 100 Directors of E-Commerce from across Germany and Europe to find out more about the challenges they face and the innovative solutions they bring to the table.
Online shoppers are encouraged to remain loyal to a company every day. It is the reason people in the position of Head of E-commerce are using personalised recommendations (60%). They also integrate relatable user-generated content in product pages (54%), save store card details for convenient repeat purchasing (47%) and provide access to upgraded delivery options to loyal customers (47%). While no free returns are always noted as an important part of why consumers might quit placing an order, it is only named by 36% of the respondent as something they do to apply loyal shoppers online.
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