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Recent research from Gleanster revealed that 95% of Top Performing retail marketers ranked the online customer experience as a source of competitive advantage. Let’s face it, customers are in control these days, and they expect highly relevant, engaging, and compelling brand interactions both online and offline. It’s never been more important for marketers to take accountability for the multi-channel customer experience. For organizations with ecommerce properties, optimizing shopping cart abandonment and the general online shopping experience could impact millions of dollars in revenue.
Most marketers, and even IT, recognize the need to manage the customer experience. But how do you actually do it? Unfortunately, for online retailers disparate systems often plague back-office marketing. This is particularly true when it comes to powering the corporate website and online shopping experience.