The New Normal: Unified Commerce for a seamless shopping experience
Consumers expect emotionality, simplicity and personalization when they shop. But how can retailers meet these expectations in a market that is constantly changing e.g., due to the Corona pandemic? As our guest authors Frank Müller and Milos Kuhn explain, the key lies in the efficient merging of sales channels (unified commerce).
Chatbots: Different application purposes for marketing, sales and service.
To gain real value from chatbots, companies need to consider what website visitors would need/want from a chatbot and how to provide this service.
The subscription business model for B2B and B2C
From Netflix to the business cloud – more and more companies are offering subscriptions. Renting resources and services instead of buying them is becoming increasingly a part of our daily lives.
B2B in transition: new customer needs require change
The numerous changes caused by the pandemic have hit the B2B market just like every other area of business. But what does it mean for companies and their customer relationship management?
Loyalty programs: Reward models for greater customer loyalty
Loyalty programs motivate customers to engage more often with a company. But what can companies offer customers in these programs to build trust and retention?
Customer service: speed trumps personalization
When customers have a question or a problem, they want a personalized approach and relevant help. Above all, they want a quick solution – something customer service doesn’t always offer.
eCommerce: Don’t underestimate the shopping cart
My Amazon shopping cart is my notepad, my wish list and my shopping list all at once – and I’m not alone. But what do studies say about shopping cart usage patterns in eCommerce and what do retailers need to keep in mind to avoid the dreaded shopping cart abandonment?
The digital trends 2021 of our ec4u experts
It is an annual tradition to ask among my colleagues what (digital) trends they see for the coming year. For the trends 2021, I collected a diverse mix from eCommerce optimism to useful office apps.
Voice Assistants and Voice Search: The future of commerce?
When it comes to technologies that can potentially turn customer behavior and marketing upside down, voice search and voice assistants are at the top of the list. But what exactly do we know about user behavior and handling of language assistants?
Benchmarks, trends and customer centricity: Know your customers
Benchmarks are popular tools to adapt and optimize processes, systems and methods. What are other companies doing, what are current trends and what works? But if you lose sight of your own customer base and only concentrate on benchmarks, you might get lost in the hype.