tag:econsultancy.com,2008:/topics/ecommerce Latest Ecommerce content from Econsultancy 2017-01-20T17:00:00+00:00 tag:econsultancy.com,2008:Report/3008 2017-01-20T17:00:00+00:00 2017-01-20T17:00:00+00:00 Internet Statistics Compendium Econsultancy <p>Econsultancy’s <strong>Internet Statistics Compendium</strong> is a collection of the most recent statistics and market data publicly available on online marketing, ecommerce, the internet and related digital media. </p> <p><strong>The compendium is available as 11 main reports (in addition to a B2B report) across the following topics:</strong></p> <ul> <li><strong><a href="http://econsultancy.com/reports/advertising-media-statistics">Advertising</a></strong></li> <li><strong><a href="http://econsultancy.com/reports/content-statistics">Content</a></strong></li> <li><strong><a href="http://econsultancy.com/reports/customer-experience-statistics">Customer Experience</a></strong></li> <li><strong><a href="http://econsultancy.com/reports/web-analytics-statistics">Data and Analytics</a></strong></li> <li><strong><a href="http://econsultancy.com/reports/demographics-technology-adoption">Demographics and Technology Adoption</a></strong></li> <li><strong><a href="http://econsultancy.com/uk/reports/ecommerce-statistics">Ecommerce</a></strong></li> <li><strong><a href="http://econsultancy.com/reports/email-ecrm-statistics">Email and eCRM</a></strong></li> <li><strong><a href="http://econsultancy.com/reports/mobile-statistics">Mobile</a></strong></li> <li><strong><a href="http://econsultancy.com/reports/search-marketing-statistics">Search</a></strong></li> <li><strong><a href="http://econsultancy.com/reports/social-media-statistics">Social</a></strong></li> <li><strong><a href="http://econsultancy.com/reports/strategy-and-operations-statistics">Strategy and Operations</a></strong></li> <li><strong><a title="B2B Internet Statistics Compendium" href="http://econsultancy.com/reports/b2b-internet-statistics-compendium">B2B</a></strong></li> </ul> <p>Updated monthly, each document is a comprehensive compilation of internet, statistics and online market research with data, facts, charts and figures.The reports have been collated from information available to the public, which we have aggregated together in one place to help you quickly find the internet statistics you need, to help make your pitch or internal report up to date.</p> <p>There are all sorts of internet statistics which you can slot into your next presentation, report or client pitch.</p> <p><strong>Those looking for B2B-specific data should consult our <a title="B2B Internet Statistics Compendium" href="http://econsultancy.com/reports/b2b-internet-statistics-compendium">B2B Internet Statistics Compendium</a>.</strong></p> <p> <strong>Regions covered in each document (where available) are:</strong></p> <ul> <li><strong>Global</strong></li> <li><strong>UK</strong></li> <li><strong>North America</strong></li> <li><strong>Asia</strong></li> <li><strong>Australia and New Zealand</strong></li> <li><strong>Europe</strong></li> <li><strong>Latin America</strong></li> <li><strong>MENA</strong></li> </ul> <p>A sample of the Internet Statistics Compendium is available for free, with various statistics included and a full table of contents, to show you what you're missing.</p> tag:econsultancy.com,2008:BlogPost/68726 2017-01-20T14:12:40+00:00 2017-01-20T14:12:40+00:00 All the digital news stories you missed this week Ben Davis <h3>Twitter Buy button finally dead</h3> <p><a href="https://techcrunch.com/2017/01/17/bye-buy-on-twitter/">According to Techcrunch</a>, the Twitter Buy button (available to partners with ecommerce platforms such as Shopify) is being withdrawn as the social network moves away from ecommerce.</p> <p>The 'Donate' functionality will remain. We discussed the reasons behind the failing Buy button <a href="https://econsultancy.com/blog/67887-twitter-ditches-its-buy-button-puts-focus-on-retargeting/">back in March 2016,</a> but it seems time is finally up for the underperforming call to action.</p> <p><em>An example of the Twitter buy button</em></p> <p><img src="https://assets.econsultancy.com/images/0006/7555/The_Martian_card_and_page.png" alt="twitter buy" width="600"></p> <h3>Netflix double Q4 estimate for new subscribers</h3> <p>Netflix added 7m subscribers in Q4, well above the 3.8m projected. 5m of these new subscribers were outside of the US, where half of its subscriber base resides.</p> <p>The streaming company is on target for 100m subscribers this year (currently 93.8m), with strong growth on the back of 1,000 hours of original content in 2017.</p> <p><a href="https://www.ft.com/content/8859f16e-ddcf-11e6-9d7c-be108f1c1dce">More from the FT</a>.</p> <p><img src="https://assets.econsultancy.com/images/0008/3225/rick_and_morty.jpg" alt="rick and morty" width="615" height="264"></p> <h3>Vine has not withered</h3> <p>The Vine app has become Vine camera. The app is a stripped down version of its former self (no Soundboard, Snap-To-Beat or Featured Track audio functions) that simply posts resulting video directly to a Twitter account.</p> <p>Any videos under 6.5 seconds will automatically loop, just like the Vine videos of old ("gerrout me car!!").</p> <p><img src="https://assets.econsultancy.com/images/0008/3226/Screen_Shot_2017-01-20_at_10.47.25.png" alt="vine camera" width="600" height="304"></p> <h3>Live partners expect the Facebook money to dry up</h3> <p><a href="http://www.recode.net/2017/1/17/14269406/facebook-live-video-deals-paid">Recode reports</a> that publishers currently being paid by Facebook to produce live video fear the partnerships (which include a reported $3m to BuzzFeed) will not be renewed.</p> <p>Facebook spent $50m in 2016 on the initiative but <a href="https://econsultancy.com/blog/67808-10-pioneering-examples-of-brands-using-facebook-live/">Facebook Live</a> is less of a priority in 2017. It is expected that longer, premium video content will be incentivised. </p> <h3>Deliveroo invests in London global HQ</h3> <p>Deliveroo is adding 300 new hires to its existing 125 staff in London, which will become its global headquarters.</p> <p><a href="https://econsultancy.com/blog/68508-the-four-goals-underpinning-deliveroo-s-growth-strategy/">Orders grew 650% in 2016</a>, when riders became a common sight on many city's roads. The company employs approximately 1,000 people worldwide.</p> <p><img src="https://assets.econsultancy.com/images/0008/1348/deliveroo.jpg" alt="deliveroo" width="470" height="280"></p> <h3>The Airbus flying car</h3> <p>Airbus Group will test a self-piloted flying car prototype by the end of 2017.</p> <p>The company's Urban Air Mobility division is exploring multiple concepts, with the 'flying car' earmarked as an app-led solution, where travellers can book a journey via their phones.</p> <p>"We are in an experimentation phase, we take this development very seriously," CEO Tom Enders <a href="http://www.reuters.com/article/us-airbus-group-tech-idUSKBN1501DM">told Reuters</a>, also stating that the technology should be designed to be clean and not further pollute cities.</p> <h3>AI improves AI</h3> <p>The Google Brain AI research group has designed software that itself designed a machine learning system to benchmark yet another form of software for processing language.</p> <p>The results surpassed those from software designed by humans. This is a growing area of research, with OpenAI, MIT, DeepMind and others also designing similar systems.</p> <p><a href="https://www.technologyreview.com/s/603381/ai-software-learns-to-make-ai-software/">More from MIT Tech review.</a></p> <h3>Alibaba sponsors the Olympic Games</h3> <p>Alibaba has paid a reported $800m to sponsor the Olympic Games until 2028. <a href="https://www.bloomberg.com/news/articles/2017-01-19/alibaba-will-put-its-technology-to-the-test-on-an-olympian-stage">More from Bloomberg</a>.</p> <p><img src="https://assets.econsultancy.com/images/resized/0008/3251/ali-blog-flyer.png" alt="alibaba" width="470" height="198"></p> <h3>Facebook partners with Station F, the world's biggest startup hub</h3> <p>Facebook is partnering with Station F, a startup generator in Paris which has 3,000 desks.</p> <p>Facebook will take 60 desks, hold weekly workshops, and work with 10 to 15 startups every year.</p> <p><a href="https://techcrunch.com/2017/01/17/facebook-to-open-startup-garage-at-station-f-in-paris/">More from Techcrunch.</a></p> <p><img src="https://assets.econsultancy.com/images/0008/3252/Screen_Shot_2017-01-20_at_13.24.26.png" alt="station f" width="615" height="310"></p> <h3>Zuckerberg in court for Oculus case</h3> <p>There's a suit going on with an Oculus Rift employee accused of stealing technology from a former employer.</p> <p>Mark Zuckerberg took to the stand earlier this week, with <a href="http://gizmodo.com/mark-zuckerberg-gets-testy-in-oculus-lawsuit-grilling-1791286111">Gizmodo reporting some of his 'sick burns'</a> (be prepared to be underwhelmed).</p> tag:econsultancy.com,2008:BlogPost/68711 2017-01-19T13:01:00+00:00 2017-01-19T13:01:00+00:00 Storytelling might boost your product page conversion rates: stats Patricio Robles <p>Origin's study presented 3,000 consumers in the US with two variations of product pages – one with a "standard" description and another with a description containing some sort of story.</p> <p>For instance, one product page for a bottle of wine contained a standard description of the wine with tasting notes, while the variation contained the winemaker's story instead of the tasting notes.</p> <p>Which page performed better? Consumers were 5% more likely to purchase from the product page with the winemaker's story, and they were willing to pay 6% more for the same bottle of wine.</p> <p>Origin saw a similar trend for other kinds of products. Consumers were willing to pay 11% more for a painting, for example, when the artist's story was included on the product page, and 5% more for a hotel room that was promoted with a real guest's story instead of the standard hotel-supplied description.</p> <p>On eBay, the impact of a story was even more pronounced, as Origin was able to lure 64% higher bids for a set of fish-shaped spoons when the listing was accompanied by a short fiction story.</p> <h3>Why simple stories work</h3> <p>Origin's study suggests that companies don't necessarily need to develop strategic, brand-level initiatives to benefit from the power of storytelling. Instead, the mere inclusion of stories into product pages can pay dividends.</p> <p>That the use of simple stories at a product-level can be an effective way to drive more sales and increase perceived value, in turn boosting what consumers are willing to pay for a product, shouldn't come as a surprise. </p> <p>A 2014 Nielsen study <a href="http://www.nielsen.com/us/en/press-room/2014/global-consumers-are-willing-to-put-their-money-where-their-heart-is.html">found that</a> globally, over half of online consumers are willing to pay more for products and services offered by companies that they believe are committed to social responsibility.</p> <p>While not every story speaks directly to social responsibility, many stories, such as those that provide information about the person who created a product, piggyback on the related trend of consumers wanting to know where their products come from, particularly on a personal level.</p> <p>Stories can also be used to capitalize on the trend of consumers, particularly young consumers, <a href="http://www.cnbc.com/2016/05/05/millennials-are-prioritizing-experiences-over-stuff.html">preferring experiences over products</a>. Origin's hotel room product page with a photo and story from a real guest sells the possibility of a real experience, not just a hotel room, and a product page for a wine bottle that contains the winemaker's story sells the creator's vision and journey, not just a bottle of wine.</p> <h3>A worthwhile priority for 2017?</h3> <p>Given the ease with which simple stories can be incorporated at an individual product level, companies should consider using the new year to explore the opportunities they have to engage in practical storytelling, even if they're not convinced or ready to apply storytelling at a more strategic, brand level. </p> <p><em>For more on this topic, check out these resources:</em></p> <ul> <li><a href="https://econsultancy.com/training/courses/topics/copywriting"><em>Online Copywriting training courses</em></a></li> <li><a href="https://econsultancy.com/blog/67941-10-nudge-tastic-examples-of-persuasive-copywriting-from-charities/"><em>10 nudge-tastic examples of persuasive copywriting from charities</em></a></li> <li><a href="https://econsultancy.com/blog/64969-five-evocative-examples-of-ecommerce-copywriting/"><em>Five evocative examples of ecommerce copywriting</em></a></li> </ul> tag:econsultancy.com,2008:BlogPost/68709 2017-01-17T11:54:00+00:00 2017-01-17T11:54:00+00:00 UK online retail sales hit £133bn in 2016, up 16% year-on-year: stats David Moth <p>In total £25bn was spent online in the run up to Christmas between November 13 and Christmas Eve.</p> <p>The data, published today in the IMRG Capgemini eRetail Sales Index, shows that the rate of growth in 2016 surpassed that of the previous two years.</p> <p><em>Index growth rates</em></p> <p><img src="https://assets.econsultancy.com/images/0008/3113/ecommerce_sales_growth_ratea.png" alt="" width="602" height="323"></p> <p>Looking at the split across sectors, accessories and lingerie saw the biggest increases in online sales, up 38% and 33% respectively.</p> <p>Gifts (+26%) and footwear (+21%) also exceeded the index’s annual growth rate, while the health and beauty sector saw a drop of 3% YoY.</p> <h4>Tablets no longer in favour</h4> <p>Though sales made on smartphones showed strong growth, shoppers seem to be losing interest in their iPads, with sales made on tablets down by 3% YoY.</p> <p>Furthermore, smartphones accounted for 54% of sales made on mobile devices (if you consider tablets a mobile device) in December, up from 39% in December 2015.</p> <p>This won’t come as a surprise to most ecommerce professionals. For example, Stuart McMillan, deputy head of ecommerce at Schuh, tweeted several useful stats about the decline of tablet traffic last year.</p> <blockquote class="twitter-tweet"> <p lang="en" dir="ltr"><a href="https://twitter.com/tameverts">@tameverts</a> our smartphone sales (transactions and revenue) already exceed desktop. Tablet traffic has reduced by about 5% in a year.</p> — stuart mcmillan (@mcmillanstu) <a href="https://twitter.com/mcmillanstu/status/718541457989234688">April 8, 2016</a> </blockquote> <blockquote class="twitter-tweet"> <p lang="en" dir="ltr">ASOS traffic split over time. They've also seen tablet decline in the mix <a href="https://twitter.com/hashtag/etail?src=hash">#etail</a> <a href="https://t.co/oW8vQAJjOc">pic.twitter.com/oW8vQAJjOc</a></p> — stuart mcmillan (@mcmillanstu) <a href="https://twitter.com/mcmillanstu/status/745169341482573825">June 21, 2016</a> </blockquote> <p>Global shipments of tablet devices were <a href="http://www.computerworld.com/article/3079053/tablets/decline-in-slate-tablets-bigger-than-expected-idc-says.html">predicted to decline by 9.6% in 2016</a> compared to 2015, so the trend towards smartphone shopping looks likely to continue apace.</p> <h4>More stats</h4> <p>For ever more ecommerce and digital marketing stats, download the Econsultancy <a href="https://econsultancy.com/reports/internet-statistics-compendium/">Internet Statistics Compendium</a>.</p> <p>And to brush up on your ecommerce skills, check out our <a href="https://econsultancy.com/training/courses/topics/ecommerce/">range of training courses</a>, which includes <a href="https://econsultancy.com/training/courses/online-merchandising-selling-in-the-digital-age/">online merchandising</a>, <a href="https://econsultancy.com/training/courses/conversion-optimisation/">conversion rate optimisation</a> and <a href="https://econsultancy.com/training/courses/persuasive-design/">persuasive design</a>.</p> tag:econsultancy.com,2008:BlogPost/68701 2017-01-16T11:47:44+00:00 2017-01-16T11:47:44+00:00 The impact of the sharing economy on retail Nikki Gilliland <p>One industry that has yet to see much disruption from this area is retail. By 2025, however, it is predicted that the sharing economy will be worth a whopping $335bn.</p> <p>Will fashion and retail brands see a slice of the pie?</p> <p>Here’s a closer look at the opportunities (or dangers) the sharing economy presents and how it has already had an impact.</p> <h3>Why is the sharing economy such big business?</h3> <p>Now more than ever, there is a huge demand for services within the sharing economy, with benefits ranging from convenience to <a href="https://econsultancy.com/blog/68097-purchase-with-purpose-how-four-brands-use-social-good-to-drive-consumer-loyalty/" target="_blank">social good</a>.</p> <p>According to <a href="http://www.pwc.co.uk/issues/megatrends/collisions/sharingeconomy/the-sharing-economy-sizing-the-revenue-opportunity.html" target="_blank">PWC research</a>, 86% of US adults who are familiar with the sharing economy agree that it makes life affordable.</p> <p>Similarly, 76% agree that it’s better for the environment, and 63% say it’s more fun than engaging with traditional companies.</p> <p><img src="https://assets.econsultancy.com/images/0008/3017/PWC.JPG" alt="" width="650" height="340"></p> <p>Meanwhile, we’re forever being told that millennials in particular are keen to forgo possessions for a more pared-down lifestyle – with <a href="http://www.cnbc.com/2016/05/05/millennials-are-prioritizing-experiences-over-stuff.html" target="_blank">73% preferring to spend money on experiences</a> rather than material goods.</p> <p>Altogether, does this mean young people are turning towards non-traditional retail?</p> <h3>A new kind of retail</h3> <p>With just 2% of Americans having engaged in a retail-based transaction in the sharing economy - a much lower percentage compared to entertainment or automotive sectors - it's not a trend that's taken off just yet. </p> <p>However, we have certainly seen some disruption from online marketplaces, with consumer willingness to buy and sell online fuelling the rise of sites like eBay and Etsy. </p> <p>When it comes to the more specific notion of <em>sharing</em> – i.e. borrowing or renting - we’ve also seen a number of companies find success.</p> <p>Sites like Rent the Runway and Beg, Borrow or Steal are built on the idea that consumers can’t afford to buy luxury goods or simply don’t want to spend over the odds, so they offer rental as a short-term alternative instead. </p> <blockquote class="twitter-tweet"> <p lang="en" dir="ltr">Looking better at brunch thanks to <a href="https://twitter.com/RenttheRunway">@renttherunway</a>. Obsessed with these <a href="https://twitter.com/Nike">@nike</a> pants <a href="https://t.co/FwYyUj9qKj">https://t.co/FwYyUj9qKj</a> <a href="https://t.co/YHCUD2RKCo">pic.twitter.com/YHCUD2RKCo</a></p> — Kayleigh Harrington (@Kayleigh_H) <a href="https://twitter.com/Kayleigh_H/status/782273719351832580">October 1, 2016</a> </blockquote> <p>Interestingly, it’s not only luxury brands that are capitalising on peer-to-peer demand.</p> <p>More recently, we’ve seen an influx of new brands appear. The likes of Vigga, a subscription-based service for pre-worn baby clothes, and Poshmark, a way to buy and sell lower-price fashion, demonstrate that it’s not always about getting designer dresses on the cheap.</p> <p><iframe src="https://player.vimeo.com/video/154178062" width="640" height="360"></iframe></p> <p>Whether it’s giving into demand for disposable fashion or offering a way to dress sustainably – retailers are using the sharing economy to provide greater value for consumers.  </p> <h3>Opportunities and challenges</h3> <p>Of course, borrowing or recycling consumer goods is a little different than sharing accommodation or music. There is a behavioural mind-set that most people have when it comes to what they wear or items they use on a day to day basis, and it's very different compared to what they listen to or how they travel. </p> <p>Perhaps this reflects why just a small percentage of consumers are aware of or currently use sharing economies within retail.</p> <p>But is it due to less demand, or fewer opportunities for consumers? </p> <p>That’s not to say that existing brands aren’t beginning to recognise potential value, but many understand that there are far more stumbling blocks for retailers than utility-based companies.</p> <p>While an Uber, for example, is on-demand, guaranteeing that customer needs are met within the shortest possible time-frame - a product-based company has to deal with additional factors like inventory and delivery. </p> <p>One solution to this is sharing the supply chain, meaning that retailers will partner with existing companies to help facilitate services.</p> <p>We've already seen examples of this.</p> <p>Patagonia, the outdoor apparel retailer, has partnered with the freecycle startup Yerdle to encourage the recycling and reusing of its clothing. Similarly, Walgreens has also gone down the partnership route, teaming up with TaskRabbit to deliver its products to customer’s homes.</p> <p>There are many benefits to this tactic, a couple of which include:</p> <h4>Improved brand perception</h4> <p>By embracing the sharing economy, brands can bring awareness to the wider positive values they uphold. Sustainability, inclusivity, functionality – these are all benefits that this business model evokes, and that consumers increasingly care about.</p> <h4>Building community</h4> <p>In turn, the sharing economy helps build trust. By creating a more emotional connection, through both the aforementioned values and sense of community that ‘sharing’ evokes, consumers are more likely to return and remain loyal.</p> <h3>In conclusion…</h3> <p>The concept of the sharing economy is certainly not easy for retail brands to implement, with logistical factors and consumer preferences still being big barriers.</p> <p>However, with the aforementioned benefits, it is a tempting opportunity for existing companies to consider.</p> <p>With a growing number of startups fulfilling desires for greater connection with brands, sustainable values and a minimal lifestyle - there could be further disruption to come.</p> <p><em>For more on the sharing economy, read:</em></p> <ul> <li><em><a href="https://econsultancy.com/blog/66351-how-will-crowdsourcing-and-the-sharing-economy-develop-in-the-next-five-years/">How will crowdsourcing and the sharing economy develop in the next five years?</a></em></li> <li><em><a href="https://econsultancy.com/blog/68375-airbnb-how-its-customer-experience-is-revolutionising-the-travel-industry/">Airbnb: How its customer experience is revolutionising the travel industry</a></em></li> </ul> tag:econsultancy.com,2008:BlogPost/68668 2017-01-13T01:00:00+00:00 2017-01-13T01:00:00+00:00 Five issues which keep ecommerce managers up at night Jeff Rajeck <p>On top of that, consumer expectations change so often now that all the effort you put into making customers happy just a few weeks ago may have no measurable effect now.</p> <p>Because of these factors and many others, ecommerce managers can be forgiven for being nervous, paranoid even.</p> <p>To find out more about these fears and offer some group therapy, Econsultancy invited dozens of ecommerce professionals to discuss their current concerns as well as some of the industry trends and best practices at Digital Cream Singapore.</p> <p>Below are the main items which delegates said were at the forefront of their minds (if not literally keeping them up at night) and some thoughts on how they will deal with them in the coming year.</p> <h3>1. Competing on price</h3> <p>The first thing nearly all participants wanted to talk about is <strong>whether ecommerce sites should discount their products to remain competitive.</strong></p> <p>The argument is that many people still think buying online should be cheaper and that puts ecommerce managers in a difficult position. On one hand, they want to live up to expectations but there is still a cost of operations which may be in line with other distribution channels.</p> <p>Delegates resoundingly agreed that<strong> ecommerce sites are no longer required to deliver the lowest price.</strong> Consumers now choose ecommerce as a channel over physical visits because of the information available online, the many delivery options, and ease of clicking to buy.  </p> <p>Ecommerce sites should now emphasize the value it provides as much as, if not more than, the price of goods.</p> <p>So, according to one attendee, 'the time has now come' and lowering prices does not have to be the only lever for increasing revenue.</p> <p><img src="https://assets.econsultancy.com/images/0008/2684/1.jpg" alt="" width="800" height="533"></p> <h3>2. Managing offline retailers</h3> <p>Another issue which concerned many ecommerce managers was how to work with offline retailers. Everyone agreed that both will exist for some time, but who should take the upper hand? <strong> </strong></p> <p>Should ecommerce follow the offers and priorities set by the stores, or should the stores act as a physical presence for the ecommerce site?</p> <p>Following some discussion, delegates concluded only that there wasn't any set answer; <strong>brands should be primarily concerned about the customers.</strong></p> <p>In Asian markets, for example, many brands have found that consumers browse online and then purchase offline. In these cases, the stores should consult the ecommerce team to see what is popular.</p> <p>In many other markets, however, it is the other way around and consumers use physical stores as 'showrooms' before making an online purchase. Here, the ecommerce team needs to be kept in the loop about any deals or promotions that consumers may be expecting on the site.</p> <p>Ecommerce and store managers should strive to provide a seamless experience between online and offline as that is what consumers now expect.</p> <p><img src="https://assets.econsultancy.com/images/0008/2686/3.jpg" alt="" width="800" height="533"></p> <h3>3. Integrating chatbots</h3> <p>Like many other marketers, ecommerce managers worry about innovation. What will be the next technology to impact on their specialty?  </p> <p>Participants felt that while virtual reality and AI-assisted shopping was interesting, <strong><a href="https://econsultancy.com/blog/68046-five-pioneering-examples-of-how-brands-are-using-chatbots/">chatbots</a> with machine learning were probably the 'next big thing' for ecommerce.</strong> The reason is that 'chat' provides a universal interface for many different elements of ecommerce and 'bots' help them automate customer-facing aspects of their service.</p> <p>Attendees named many things that chatbots could be used for:</p> <ul> <li>Brand awareness.</li> <li>Product questions. </li> <li>Cart abandonment.</li> <li>Payments.</li> <li>Customer questions.</li> <li>Ongoing engagement with the brand. </li> </ul> <p>Some even felt that a good enough chatbot would allow consumers to go directly to a vendor for product questions without ever using Google. Everyone agreed that this would affect ecommerce, but most felt that chatbots were not quite good enough for that - yet.</p> <p><img src="https://assets.econsultancy.com/images/0008/2685/2.jpg" alt="" width="800" height="533"></p> <h3>4. Maintaining investment from the business</h3> <p>Ecommerce, like many aspects of digital, is not yet a profit-making enterprise for many brands. Because of this, ecommerce specialists are constantly worried about investment from their business sponsor.</p> <p>The consensus, though, was that it is getting more difficult for retail to survive with their legacy business. Even large retailers, such as Walmart in the US, are now investing heavily into ecommerce to face challengers such as Amazon.</p> <p><img src="https://assets.econsultancy.com/images/0008/2681/table.png" alt="" width="800" height="732"></p> <p>Managers should, however, be careful when asking the business to invest more in ecommerce, warned one attendee. Make sure that senior management understand that investments in ecommerce take time to bear fruit.  </p> <p>Many projects lose investment because they promise returns in a matter of months, whereas <strong>ecommerce programmes often take a few years to break even.</strong></p> <h3>5. Boosting revenue</h3> <p>Finally, it all comes down to money. Ecommerce professionals are constantly concerned about how to get more revenue through their site.</p> <p>Opinions varied widely on the best way to improve top-line numbers. Some participants said that<strong> simply increasing ad spend can increase revenue.</strong> That is, every dollar spent on advertising yields two dollars in revenue and so, to increase revenue, marketers should simply increase ad spend.</p> <p>Others felt that mature ecommerce brands often experience decreasing returns when they increase ad spend. Instead, they argued, <strong>brands should spend more intelligently on channels using attribution modeling.</strong></p> <p>Everyone agreed, however, that a long-term plan for delivering return on investment (ROI) to the business was more important than boosting revenue in the short-term. Once senior management see ecommerce on the path to profitability then marketers can spend their time worrying about 'fancy stuff' such as attribution modeling.</p> <h3>A word of thanks</h3> <p>Econsultancy would like to thank all of the marketers who participated on the day and the moderator for the ecommerce table, <strong>Prakash Chandrasekar, Head Ecommerce Analytics &amp; Planning at Levis Strauss &amp; Co.</strong></p> <p>We hope to see you all at future Singapore Econsultancy events!</p> <p><img src="https://assets.econsultancy.com/images/0008/2687/end.jpg" alt="" width="800" height="533"></p> tag:econsultancy.com,2008:BlogPost/68689 2017-01-11T10:07:00+00:00 2017-01-11T10:07:00+00:00 How the beauty industry is embracing the Internet of Things Nikki Gilliland <p>With the recent launch of L’Oreal’s smart hairbrush, it is clear that the beauty industry is tapping into the internet of things (also known as IoT) and embracing connected devices.</p> <p>Offering the chance to create an enhanced and interactive user experience, could this technology be the next big thing to infiltrate the beauty world?</p> <p>Here’s a bit more on how brands are getting involved.</p> <h3>Development of augmented reality</h3> <p>Before we get onto connected devices, it’s worth noting that it’s not the first strand of new technology within the beauty industry. Augmented reality has also been a big trend, with the likes of Urban Decay creating their own AR apps to give consumers a chance to pre-test products.</p> <p>L’Oreal Paris is another successful example. Its AR-powered beauty app, Make Up Genius, turns iPhone screens into mirrors to over-lay make-up onto the user’s face.</p> <p>It might sound like a gimmick or <a href="https://econsultancy.com/blog/68059-should-pokemon-go-give-marketers-hope-for-augmented-reality/" target="_blank">Pokemon Go-style</a> fad for beauty fans, but with over 11m downloads, the app has proven to be a great success.</p> <p>By giving users the ability to try and test products before they buy, it offers greater value for consumers, solving common problems like finding the right shade or type of foundation. What’s more, it also gives consumers the opportunity to get expert or professional advice, resulting in a far more personal and customised experience all-round.</p> <p><img src="https://assets.econsultancy.com/images/0008/2918/L_Oreal_Make_Up_Genius.JPG" alt="" width="630" height="367"></p> <p>Due to the app's popularity, it’s been suggested that Make Up Genius technology could soon be integrated into household devices like bathroom mirrors.</p> <p>This is where the internet of things comes into play, with the opportunity for beauty and healthcare brands to expand their presence into homes and everyday personal care routines.</p> <p>With the arrival of L’Oreal’s smart brush – this concept doesn’t sound too farfetched.</p> <h3>Connectivity to enhance customer experiences</h3> <p>By using sensory technology, L’Oreal’s smart brush aims to help consumers improve their haircare. It tells users about specific texture or moisture and alerts them when they are brushing too hard.</p> <p>Essentially, it is a connected device that is designed to give the user greater levels of control and expertise.</p> <p>With a price point of around $200, the brush (which is due to launch mid-2017) certainly doesn't come cheap. The question is – will consumers be willing to pay just as much for a beauty device as they would a smartphone?</p> <p>The beauty industry is clearly hoping that technology-minded consumers (and fans of luxury) will embrace it.</p> <p>Of course, let’s not forget that electronic-based beauty has been overtaking manual processes for years, with everything from electric toothbrushes to face cleansing devices becoming more popular. Consequently, integrating connectivity-based features is an obvious next step.</p> <p>As well as being electronically powered, devices like L’Oreal’s smart brush and Oral B’s connected toothbrush allow users to become well-informed – monitoring, tracking and measuring performance. It's not about necessity, but about making life easier.</p> <p>Plus, with beauty and skincare industries overlapping with health and well-being, we’re likely to see more connected devices geared around lifestyle habits and trends, ranging from sun exposure to even things like stress and pollution.</p> <p><img src="https://assets.econsultancy.com/images/0008/2919/Oral_B.JPG" alt="" width="630" height="400"></p> <h3>Benefits for brands</h3> <p>For brands, the ability to gain insight into customer behaviour is undoubtedly the biggest benefit of connected devices.</p> <p>IoT technology lets companies like L’Oreal track exactly what their customers are buying and, in turn, re-target them for future purchases.</p> <p>Instant feedback and opinion is also another valuable aspect, which is harder and slower to gather from online purchases. Meanwhile, IoT creates a much richer and more memorable experience for consumers, ultimately proving the value of their shared data. </p> <blockquote class="twitter-tweet"> <p lang="en" dir="ltr">This Year's Haircare Must-Have? The Smart Brush <a href="https://t.co/O8cfhkiA9n">https://t.co/O8cfhkiA9n</a> via <a href="https://twitter.com/BritishVogue">@BritishVogue</a> <a href="https://t.co/VcLlmGXOj9">pic.twitter.com/VcLlmGXOj9</a></p> — L'Oréal USA (@LOrealUSA) <a href="https://twitter.com/LOrealUSA/status/817093281729290240">January 5, 2017</a> </blockquote> <h3>In conclusion...</h3> <p>With the prediction that <a href="http://www.gartner.com/newsroom/id/2905717" target="_blank">25bn connected 'things' will be in use by 2020</a>, many industries are beginning to realise the potential of IoT. </p> <p>For the beauty industry, it presents the next opportunity to revolutionise the everyday routines of consumers, ramping up personalisation and increasing value.</p> <p><em><strong>Related reading:</strong></em></p> <ul> <li><em><a href="https://econsultancy.com/blog/67839-how-l-oreal-uses-personalisation-to-increase-brand-loyalty/" target="_blank">How L’Oreal uses personalisation to increase brand loyalty</a></em></li> <li><em><a href="https://econsultancy.com/reports/a-marketer-s-guide-to-the-internet-of-things/">A Marketer's Guide to the Internet of Things</a></em></li> <li><em><a href="https://econsultancy.com/blog/68612-how-the-internet-of-things-will-fundamentally-change-marketing/">How the Internet of Things will fundamentally change marketing</a></em></li> </ul> tag:econsultancy.com,2008:BlogPost/68674 2017-01-10T09:43:11+00:00 2017-01-10T09:43:11+00:00 Four websites that have reduced their primary navigation options Ben Davis <p>As Michael Sandstrom <a href="https://econsultancy.com/blog/68602-brand-commerce-navigating-through-online-customer-indecision/">has previously pointed out</a> on the Econsultancy blog, it's all about defeating the tyranny of choice.</p> <p>Michael advocates reducing choice paralysis by choosing relatable products categories, perhaps fewer in number, to encourage a smooth transition through the site.</p> <p>We highlighted this trend in our <a href="https://econsultancy.com/blog/68600-10-sensible-web-design-trends-for-2017/">2017 web design trends</a>, and did find a few dissenting voices in the comments, some of which suggested that 'hiding' an important category within a more generic one is counterintuitive.</p> <p>In reality, any change to primary navigation options will be carefully monitored to see if it has the desired affect on customer conversion.</p> <p>Here are four websites that have reduced their header menu options in a recent redesign. Let us know your thoughts in the comments below.</p> <h3>IKEA</h3> <p>This was Michael's original example. The old website header includes some rooms, some product categories (such as textiles), as well as an 'all departments' tab to catch the undecided.</p> <p><img src="https://assets.econsultancy.com/images/0008/2132/Screen_Shot_2016-12-06_at_11.37.35.png" alt="ikea" width="615" height="484"></p> <p>As you can see from the screenshot below, the Ikea redesign features only four options, as opposed to the original 10.</p> <p>The main three are the generic 'products', 'rooms' and 'ideas' (perhaps perfect for the dilettante browser). Each has an alphabetical dropdown.</p> <p><img src="https://assets.econsultancy.com/images/0008/2911/Screen_Shot_2017-01-09_at_10.11.01.png" alt="ikea new header" width="615" height="379"></p> <h3>Oasis</h3> <p>Oasis relaunched its website in 2016 and we covered <a href="https://econsultancy.com/blog/67994-10-ecommerce-ux-treats-on-the-new-oasis-website/">some of the interesting UX bits</a> on the Econsultancy blog.</p> <p>Below you can see the old top navigation. It's not extensive by any means, with six options and a range of categories within 'clothing'.</p> <p><img src="https://assets.econsultancy.com/images/0008/2909/Screen_Shot_2017-01-09_at_09.52.34.png" alt="oasis old header" width="615" height="218"></p> <p>However, Oasis has now pared this back in the new design, with four choices available.</p> <p>'Shop' is the main option, and the dropdown here looks not unlike the old header, featuring 'clothing', 'accessories', 'footwear' and 'collections'.</p> <p>This is more towards a mega menu, and is arguably more visually salient than the old version.</p> <p><img src="https://assets.econsultancy.com/images/0008/2910/Screen_Shot_2017-01-09_at_09.52.12.png" alt="oasis new header" width="615" height="406"></p> <h3>English National Opera</h3> <p>We covered <a href="https://econsultancy.com/blog/67591-improving-ux-by-simplifying-web-design-english-national-opera/">the English National Opera's redesign</a> back in March 2016.</p> <p>The two GIFs below give a good idea of how much the ENO stripped back from its navigation.</p> <p>Whilst much of this redesign was arguably bringing an old fashioned, desktop-oriented site up to date, there are some features introduced aimed at reducing visitor paralysis.</p> <p>Look at the cleverly minimised and greyed links for 'about' and 'news', designed so as not to deflect attention away from buying tickets.</p> <p><em>Old</em></p> <p><img src="https://assets.econsultancy.com/images/0007/2556/eno_old_nav.gif" alt="eno old website" width="615"></p> <p><em>New</em></p> <p><img src="https://assets.econsultancy.com/images/0007/2557/eno_new_nav.gif" alt="eno old website" width="524" height="305"></p> <h3>ASDA</h3> <p>Lastly, we're going back to 2015. This Asda header was understandably pretty beefy, given the range of products and services the retailer offers.</p> <p>Dropdown menus were included with some popular categories listed.</p> <p><img src="https://assets.econsultancy.com/images/0008/2913/Screen_Shot_2017-01-09_at_10.49.06.png" alt="asda old website" width="615" height="278"></p> <p>Asda's 2015 redesign is shown below. It's incredibly simple and quickly funnels the user to 'Groceries', 'Clothing', 'Home' or 'Money', without offering any dropdowns.</p> <p><img src="https://assets.econsultancy.com/images/0008/2912/Screen_Shot_2017-01-09_at_10.49.57.png" alt="asda new website" width="615" height="249"></p> <h3>What do you think?</h3> <p>To me, these reduced menus offer focus as well as a touch of serendipity (in the case of Ikea's 'Ideas' button).</p> <p>Reduced navigation works for mobile and it keeps the user steadily moving forward.</p> <p>Have you had experience testing your primary navigation options? Let us know below.</p> tag:econsultancy.com,2008:BlogPost/68677 2017-01-05T10:30:00+00:00 2017-01-05T10:30:00+00:00 How 10 ecommerce sites present returns policies Nikki Gilliland <p>According to <a href="https://www.pressroom.ups.com/mobile0c9a66/assets/pdf/pressroom/infographic/2016%20National%20Returns%20Day%20Infographic%20.pdf" target="_blank">research from UPS</a>, 66% of online shoppers want to be able to return items for free, 58% want a hassle-free return policy and 47% want an easy-to-print returns label.</p> <p>So how do brands measure up? Here’s a look at how 10 ecommerce sites present returns policies online.</p> <h3>ASOS</h3> <p>Users can access information about ASOS returns in two places.</p> <p>Either by clicking on the 'Help' tab at the top right of the homepage, or via the 'Free Delivery Worldwide' banner in the centre.</p> <p><img src="https://assets.econsultancy.com/images/0008/2769/ASOS_1.JPG" alt="" width="750" height="765"></p> <p>The latter page nicely lists the various options for returns, pointing customers to links for creating free labels.</p> <p><img src="https://assets.econsultancy.com/images/0008/2770/ASOS_2.JPG" alt="" width="700" height="792"></p> <p>Meanwhile, the Help section is set out more like an FAQ page, which is also useful for general enquiries and info on overseas returns.</p> <p>While there is a decent amount of information overall, it seems odd that the two sections are not combined or better linked.</p> <p><img src="https://assets.econsultancy.com/images/0008/2772/ASOS_4.JPG" alt="" width="750" height="569"></p> <h3>Amazon</h3> <p>Amazon's returns policy is easily located within the 'Help' section of its website, as well as in the bottom footer.</p> <p><img src="https://assets.econsultancy.com/images/0008/2791/Amazon_Help.JPG" alt="" width="750" height="653"></p> <p>There's lots of detail on Amazon's policy, with particularly helpful videos explaining how to send back unwanted items.</p> <p>The below 'Returns are Easy' section is also worth highlighting. By breaking down the process into four steps, with simple imagery to highlight each one, users are reassured that it will be hassle-free.</p> <p><img src="https://assets.econsultancy.com/images/0008/2764/Amazon_2.JPG" alt="" width="780" height="498"></p> <h3>Schuh</h3> <p>Schuh sets out its returns policy from the get-go, including it on product pages to inform customers before they've even bought anything.</p> <p>This is incredibly reassuring, and could even help to encourage spontaneous purchases thanks to the knowledge that sending it back won't be an issue. </p> <p><img src="https://assets.econsultancy.com/images/0008/2773/Shuh.JPG" alt="" width="750" height="591"></p> <p>This approach is continued throughout the site.</p> <p>The detailed returns policy highlights the inclusion of sale items, using copy that is geared around customer-satisfaction.</p> <p><img src="https://assets.econsultancy.com/images/0008/2774/Schuh_2.JPG" alt="" width="750" height="542"></p> <h3>Not On The High Street</h3> <p>Returns policies can be tricky for marketplaces, as it is usually up to individual sellers and buyers to negotiate the logistics.</p> <p>Despite its best efforts, Not On The High Street doesn't do much to clear up the confusion, explaining how to return items in a frustratingly convoluted way.</p> <p>It could definitely be made clearer - and the fact that customers are left to 'bear the direct cost of returning the product' is a bit of a sting in the tail too.</p> <p><img src="https://assets.econsultancy.com/images/0008/2775/NOTHS.JPG" alt="" width="750" height="730"></p> <h3>AO</h3> <p>AO.com is well-known for offering an <a href="https://econsultancy.com/blog/66768-ao-com-the-best-ecommerce-experience-available-online/" target="_blank">excellent ecommerce experience</a>.</p> <p>Sadly, despite very clear and concise information about delivery, its stance on returns is less easy to locate.</p> <p>It's not impossible to find, however it does take two clicks (on the 'Help and Advice' tab on the homepage and then the 'Help with my Order' section) until any info about returns is displayed.</p> <p><img src="https://assets.econsultancy.com/images/0008/2796/AO.JPG" alt="" width="750" height="683"></p> <p>From there, users still need to click through to find the policy itself.</p> <p>Luckily, AO reminds us how good it is at customer service with its convenient and free collection service, including additional information about its call centres should you need any more help.</p> <p><img src="https://assets.econsultancy.com/images/0008/2797/AO_returns.JPG" alt="" width="760" height="676"></p> <h3>Firebox</h3> <p>Firebox takes a no-fuss approach to returns.</p> <p>While its inclusion in the homepage footer isn't as visible as it could be, the decision to plainly label it 'returns' rather than hide it behind a 'help' or 'further info' section is appreciated.</p> <p><img src="https://assets.econsultancy.com/images/0008/2779/Firebox_1.JPG" alt="" width="750" height="582"></p> <p>The returns policy is succinctly and plainly explained, too.</p> <p>I particularly like how Firebox's fun and friendly tone of voice is extended here, which makes the free and easy process sound all the sweeter.</p> <p><img src="https://assets.econsultancy.com/images/0008/2780/Firebox_2.JPG" alt="" width="780" height="602"></p> <h3>Zappos</h3> <p>Zappos is a US retailer that's known for its superb dedication to customer service.</p> <p>This is immediately apparent to consumers, with the brand even including its free returns policy in its H1 tag.</p> <p><img src="https://assets.econsultancy.com/images/0008/2781/Zappos.JPG" alt="" width="750" height="745"></p> <p>Onto the site itself, and although the returns page is slightly hidden in the bottom footer, the clear and concise explanation is one of the best I've seen.</p> <p>By breaking it down into a three-step process, it is super quick and easy for consumers to understand.</p> <p><img src="https://assets.econsultancy.com/images/0008/2782/Zappos_2.JPG" alt="" width="760" height="656"></p> <h3>John Lewis</h3> <p>Just one click on the 'Customer Services' tab is all it takes to find John Lewis's returns policy.</p> <p><img src="https://assets.econsultancy.com/images/0008/2783/John_Lewis.JPG" alt="" width="750" height="719"></p> <p>Clicking through from the comprehensive main menu, users are met with a thorough and easy-to-understand explanation.</p> <p>Happily, John Lewis lets customers return to various outlets including Royal Mail and Waitrose for free, highlighting various links and easy-to-print labels.</p> <p><img src="https://assets.econsultancy.com/images/0008/2799/John_Lewis_returns.JPG" alt="" width="600" height="768"></p> <h3>Nike</h3> <p>Nike is another brand that succinctly explains its policy, breaking everything down into easy-to-digest paragraphs.</p> <p>A surprising amount of retailers pack far too much copy into a single page, which can automatically put consumers off, but that's not the case here.</p> <p><img src="https://assets.econsultancy.com/images/0008/2785/Nike.JPG" alt="" width="750" height="549"></p> <p>Alongside links to further help on the right-hand side of the page, I also like how Nike includes information about returns it does <em>not</em> accept.</p> <p>Many brands are reluctant to talk about non-refundable items, however Nike's stance comes off as confident and honest.</p> <p><img src="https://assets.econsultancy.com/images/0008/2786/Nike_2.JPG" alt="" width="750" height="626"></p> <h3>Threadless</h3> <p>Lastly, an interesting approach from Threadless.</p> <p>Its help section is easy to find, coming in the form of a separate pop-out site dedicated to customer support.</p> <p><img src="https://assets.econsultancy.com/images/0008/2788/Threadless_2.JPG" alt="" width="760" height="821"></p> <p>Interestingly, Threadless does not offer returns on any of its products.</p> <p>However, it does offer a 'happiness guarantee' - which essentially means it'll replace any unwanted items with a new or different product.</p> <p><img src="https://assets.econsultancy.com/images/0008/2789/Threadless_3.JPG" alt="" width="780" height="426"></p> <p>This is certainly frustrating for consumers who want their money back, however, I think the slightly self-deprecating tone and quirky approach works.</p> <p>It also helps that the 'return policy' is included in each product page, giving consumers a heads-up about what to expect.</p> <p><img src="https://assets.econsultancy.com/images/0008/2790/Threadless_4.JPG" alt="" width="760" height="556"></p> tag:econsultancy.com,2008:BlogPost/68652 2016-12-22T09:50:00+00:00 2016-12-22T09:50:00+00:00 Ecommerce in 2017: What do the experts predict? Nikki Gilliland <p>If you’d like to learn more about ecommerce, book yourself into one of the following training courses from Econsultancy:</p> <ul> <li><a href="https://econsultancy.com/training/courses/fast-track-ecommerce-online-retailing/">Ecommerce and Online Retailing Training</a></li> <li><a href="https://econsultancy.com/training/courses/conversion-optimisation/">Conversion Optimisation - How to Deliver Digital Growth Training</a></li> <li><a href="https://econsultancy.com/training/courses/usability-and-persuasion-in-ecommerce/">Usability and Persuasion in E-commerce Training</a></li> </ul> <h3>Seamless customer experience</h3> <p><strong>Matt Curry, Head of Ecommerce at LoveHoney:</strong></p> <p>I think we'll be seeing a lot more zero-friction experiences. The recent announcement of Amazon Shop is a good example of this in the real world, but online we'll be doing everything we can to get out of the way of someone trying to order.</p> <p>Everything from seamless identification, automated intelligent orders, native payments in the browser and on IoT devices, to sites that customise their UI on the fly.</p> <p><img src="https://assets.econsultancy.com/images/0008/2533/Amazon_Go.JPG" alt="" width="650" height="456"></p> <h3>Data-driven marketing</h3> <p><strong>James Gurd, Owner of Digital Juggler:</strong></p> <p>I’m not going to get excited yet by IoT and VR – I know they’re already established in some markets, but I just can’t see mass adoption coming in the UK yet, and especially not in retail ecommerce. </p> <p>For me, marketing automation based on product lifecycles and user-level behaviour will become more and more apparent.</p> <p>We’ll see less bucket emails and more targeted communication, which has been happening over the past few years but at a slow rate.</p> <p>I think ecommerce specialists are growing in maturity and confidence, so data driven decision-making is becoming more of a norm, even though opinions and ‘it’s good practice’ do still influence many decisions.</p> <h3>Mobile rewards </h3> <p><strong>James Gurd:</strong></p> <p>Mobile payment still threatens to break free but it hinges on successfully integrating loyalty programs and rewards. </p> <p>So far brands like Starbucks have nailed it, and 2016 has seen some other high profile brands like Kohls push in this area. What’s lacking to make me confident 2017 is <em>the year,</em> is one of the big tech/payment companies resolving loyalty across a wide range of merchants.</p> <h3>Personalisation of shopper bots</h3> <p><strong>Depesh Mandalia, CMO of ToucanBox:</strong></p> <p>The emergence of bots and apps which provide a convenience shopping play will be a growing trend in 2017. Both Apple and Facebook are investing here with a view to enabling brands to deploy shopper bots that can create personalised recommendations.</p> <p>Personalisation has lacked an element of context in the past, but a bot could both dig deep into a customer's history and ask questions in real-time to better tailor products.</p> <p>While I can order items on my Amazon Echo, it doesn't yet have awareness of my history to better tailor my requests. Asking Echo "buy some vests for my son", it should ask contextual questions like 'how old?' or 'what size?', but should also check my browsing/purchase history to tailor those results.</p> <p>Having an in-home shopping assistant could be a huge advantage for retailers to connect in a more intimate manner with potential and new customers.</p> <p><img src="https://assets.econsultancy.com/images/0008/2529/Amazon_Echo.JPG" alt="" width="590" height="336"></p> <h3>Uptake of A/B testing</h3> <p><strong>Paul Rouke, founder &amp; CEO, PRWD:</strong></p> <p>The free-to-use Google Optimize is going to bring a significant increase in both the awareness (and uptake) of A/B testing amongst retailers.</p> <p>With this, my word of warning for retailers would be - when a tool is free, there is less value placed on the importance of having the correctly skilled people available to get the most out of the tool. </p> <p>A/B testing carried out intelligently (and even strategically), requires a multidisciplinary team with hypotheses underpinned by user research, data analysis and heuristics. </p> <p>Ensure that your business doesn’t end up with “all the gear, but no idea” when it comes to A/B testing in 2017.</p> <h3>Wearables</h3> <p><strong>Matt Curry:</strong></p> <p>Now that Mobile is by far the largest driver of traffic and revenue, we have to presume the next device type will be wearables.</p> <p><img src="https://assets.econsultancy.com/images/0008/2528/wearables.jpg" alt="" width="650" height="433"></p> <h3>The re-invented HIPPO </h3> <p><strong>Paul Rouke:</strong></p> <p>An increasing amount of humility being exhibited by retailers, as they evolve to becoming customer-centric. </p> <p>The re-invented <a href="https://econsultancy.com/blog/68080-it-s-time-to-reinvent-the-hippo" target="_blank">HIPPO </a>characteristics will continue to be harnessed by businesses and individuals as egotism, opinion and “what competitors are doing” are slowly removed from decision making around how we improve our user experience.</p> <p><img src="https://assets.econsultancy.com/images/0008/2530/HIPPO.JPG" alt="" width="544" height="303"></p>