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Yesterday it was announced that Sainsbury’s is the most socially influential retail brand on Twitter based on its Klout score.
If you’re not aware of what a Klout score is, it’s an online social popularity measurement that leaves the more egotistically fragile of us weeping alone in a stationery cupboard. It also has its detractors.
To contradict Sainsbury’s achievement, over the past six months, supermarket rival Tesco has fought its way to the top of Leaderboarded’s UK Twitter Social Customer Care table, overtaking previous top-spot holders Virgin Media and… yes... Sainsbury’s.
Although this may just seem like a topical festive themed post, the lessons here are applicable all year round.
I just thought why not use 2014’s biggest toys as a control group, then I can do some sneaky Christmas shopping at the same time.
Transparency! It’s what we stand for here at Econsultancy.
Click-and-collect is now a must-have delivery option for online retailers as consumers expect to be able to pick up their purchases at a time that is convenient to them.
In 2013 around 70m deliveries were made through click-and-collect, a figure that’s expected to grow to around 82m by 2018.
In recent weeks UK retailers have been pushing ahead with new initiatives aimed at giving customers even more choice when it comes to collecting their purchases.
Here’s a round up of several businesses that are aiming to increase profits using click-and-collect.
Last week we published a post looking at some of the world’s best ecommerce checkouts to see what we could learn from them.
They came from a range of industries, though they all sell consumer goods such as clothes or electronics.
One of the commenters noted that it would be useful to take a more targeted look at other industries, such as utilities, banking or insurance.
By coincidence, I’m in need of a new contents insurance policy so thought I’d murder two birds with one stone by reviewing the checkouts as I shopped around for quotes.
Picking which online supermarket you prefer to park your trolley in can be based on little more than which supermarket you regularly visit in the real world.
It’s the one you’re used to, the one you’ve got a loyalty card with, it’s also probably the one that’s closest to your home.
We sometimes forget that we needn’t be beholden to such boundaries when we’re shopping online for groceries. We have the whole of the nation’s biggest food retailers to choose from and each has their own particular conveniences.
You’re decision on which ecommerce store to shop with may purely come down to which offers the cheapest products, reasonable delivery charges and the availability of a convenient delivery window.
However if all these things are moot, it may also come down to which offers the best user experience.
This post is not meant to definitively suggest which supermarket out of Tesco, Asda, Sainsbury’s, Waitrose or Morrisons is the best, it’s just meant to highlight various UX features and tools that make for a great customer experience, features that other ecommerce site designers could learn from.
If you were wise enough to setup an online marketplace in the early days of the internet and also had great business chops, you might have been a very rich person by now.
Some of the world’s biggest ecommerce companies are those that don’t actually sell any of their own products, or rely to a large extent on third-party sellers.
Amazon is the most obvious example, while eBay has also taken great pains to rebrand as a marketplace rather than an auction site (try saying that eBay is an auction site in a blog post and see how long it takes for the PRs to knock on your door).
Similarly, in the UK Play.com shifted from being an ecommerce site to an “online trading platform” after being bought out by Rakuten, a Japanese tech company that is best known for its Rakuten Ichiba marketplace.
You’ve probably heard about iBeacons. It's the cool new technology that Apple put in the latest iOS that’s going to kill NFC, QR codes and every other mobile marketing technology.
At least that’s what people generally perceive to be the case due to consumer indifference to the other technologies I mentioned, as well as the fact that history proves that the safe bet is generally with Apple.
Though it's worth noting that the technology is also available in the latest Android handsets.
At the time of writing iBeacons are still in the trial phase, but hopefully one of the global brands currently experimenting with them will prove that they can be used as a successful marketing or commerce tool.
To find out more about how the technology works, read my post investigating what iBeacons are and why marketers should care...
It’s not just about driving footfall to an offline store anymore, when it comes to mobile commerce the big winners are the brands achieving conversions there and then on a mobile device.
Here we’ll be presenting a selection of ecommerce stores excelling at the mobile experience and ensuring a frustration free shopping experience on the small screen.
What will we be looking out for?
As our own Ben Davis discussed in 14 features of great mobile commerce design, here are some of the tools and features that can best aid mobile shoppers:
Sainsbury’s has unveiled a few tweaks to its ecommerce store as part of a site replatforming that is aimed at improving its multichannel shopping experience.
The new site has one or two new features, including improved navigation, favourites and more personalised offers.
However the addition that caught my eye is the new ability to add ingredients directly from the recipe pages.
I’m surprised that this functionality didn’t exist before as it seems like an obvious way of improving the user experience and grabbing some incremental sales.
The huge rush to content marketing also makes these recipe pages important for customer acquisition and engagement, so one would assume that they would have been prioritised before now.
Mobile penetration varies hugely among APAC nations, however in developed countries such as Hong Kong and Singapore more than three-quarters of the population own a smartphone.
In response to this consumer trend APAC marketers have to place greater emphasis on mobile, which has resulted in some extremely creative campaigns.
Having previously investigated stats on m-commerce from the region, here are eight excellent examples of mobile marketing campaigns from APAC.
UK retailers Tesco and Morrisons came first and second respectively in The Search Agency UK's latest mobile experience scorecard.
Last week in the importance of responsive design for B2B companies I looked at the scorecard in relation to the suitability of using the FTSE 100 as a test group for mobile experience, due to its large percentage of B2B companies and major international corporations.
As it turned out, despite the plethora of retail chains in the FTSE 100, only two companies listed used responsive design and they were both B2B. Of the remaining 98 companies, 42 use dedicated mobile sites, while the other 56 do not provide a separate mobile experience from the desktop version of their site.
Each of the FTSE 100 companies were evaluated and ranked according to load speed, site format, download speed, social media presence and app presence.
The top scorers in the test were in fact retailers: Tesco, which came in first with a score of 4.38 out of five and Morrison Supermarkets, which came in second with 4.12 out of five.
The average score for all companies in the study is 1.99 out of five, which is slightly below the US average of 2.29.
In the above mentioned article I go into greater depth in regards to the importance of responsive design versus hosting a mobile dedicated site for both retailers and B2B companies. Here I’ll be taking a look at the top companies Tesco and Morrisons, which both operate a dedicated mobile site rather than a responsive desktop site, to see if I agree with the findings.
Credit card lenders operate in a tightly regulated industry with strict rules governing how they market their products, and rightly so.
Unfortunately the regulations don’t extend to laying down rules for improving the UX of their websites.
Having paid off my Tesco credit card sometime ago I thought it about time that I cancelled it so I’m not tempted to plunge myself back into further debt.
Considering the ease with which I signed up to the credit card in the first place, I naively assumed it would be equally simple to rid myself of the unwanted contract. How wrong I was.