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Are You Giving Online Shoppers the Customer Service Essentials They Expect?
Customer Service, eCommerce, Getting Advanced
Are You Giving Online Shoppers the Customer Service Essentials They Expect?
24 June 2013

What are customers’ expectations for customer service when shopping online? ComScore’s new report, UPS Pulse of the Online Shopper™: A Customer Experience Study, looked at consumers’ demands for multi-channel retailing and ecommerce to determine what they want from your business. Customers want to shop how, when and where they want, which means your online and offline experience must be seamless. When it comes to ecommerce, they want more choices—for example, 44 percent say they are more likely to shop with a retailer if they can buy online, then pick the item up in-store. Read more…

Who’s Using Smartphones and What Does It Mean to Your Business?
eCommerce, Getting Advanced, Home Page Blog
Who’s Using Smartphones and What Does It Mean to Your Business?
18 June 2013

Smartphone adoption has finally reached critical mass: More than half of American adults now own smartphones, a Pew Internet & American Life study reports. Specifically, 61 percent of cell phone owners own a smartphone. Since 91 percent of the adult population has a cell phone, that means 56 percent of all American adults have smartphones. Read more…

Good News for Retailers: Millennials Love to Shop
Customer Service, eCommerce, Home Page Blog
Good News for Retailers: Millennials Love to Shop
5 June 2013

Millennials may be tech-savvy, but a new study by the Urban Land Institute reported in MediaPost reveals that they also love shopping in brick-and-mortar stores. In fact, whether your retail business sells online, offline or both, the good news for retailers is that Millennials enjoy shopping in all its permutations. The poll of about 1,200 people aged 18 to 35 found that more than one-third (37 percent) “love” shopping while nearly half (48 percent) “enjoy” it. Read more…

What’s Holding M-Commerce Back?
eCommerce, Home Page Blog, Mobile/Applications
What's Holding M-Commerce Back?
27 May 2013

While more than two-thirds (68 percent) of smartphone and tablet owners having tried to make purchases using their devices, 66 percent of those have abandoned transactions because of problems during checkout, a study from Jumio reports. The “2013 Mobile Commerce Insights” study also found that 47 percent of shoppers had failed to complete a mobile purchase because the checkout process took too long, 41 percent gave up because it was too hard to enter credit card data, and 23 percent said the pur­chase would not go through. Another key issue for mobile shoppers was security. Read more…

Is Your Business Driving Customers Crazy?
Customer Service, eCommerce, Getting Advanced
Is Your Business Driving Customers Crazy?
23 May 2013

Does your business have both an online and offline presence? If your website (particularly your ecommerce) and your real-world customer experience don’t align, you could be driving customers away, reports a new survey commissioned by Redwood Software. What bugs customers the most? Redwood found that in many cases, it wasn’t one incident that made customers give up on a company, but rather, a series of inconveniences or errors that built up until the final straw “breaks the camel’s back. More than three-fourths (76 percent) of shoppers have left physical stores, and 65 percent have left ecommerce sites, because they couldn’t quickly find what they were looking for. Read more…

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