The document summarizes the results of a survey of 1,000 US online shoppers about their post-purchase experiences. Key findings include:
1) On-time delivery is the top priority for customers and drives loyalty; easy returns and proactive response to delivery issues also build loyalty.
2) Customers want transparency around delivery dates and notifications of delays. They prefer hassle-free returns like printing return labels.
3) A personal thank you makes many customers feel appreciated, especially in the Northeast, though communication preferences are also diversifying.
4) Amazon shoppers are increasingly shopping elsewhere, opening opportunities for other retailers to capture market share.
5) Customers in New England express more anxiety around purchases
This document discusses a proposed loyalty program and marketing strategy for Ensure targeted at caregivers. It involves creating a website and QR code-based loyalty program where caregivers can earn discounts on future purchases. The goals are to increase brand loyalty for Ensure, learn more about customers, and encourage repeat automatic purchases by making Ensure the default option. Key touchpoints for the strategy include point-of-purchase displays, an easy-to-use website, and convincing retailers by increasing both brand and retail loyalty.
Consumers will do much of their 2016 holiday shopping across desktop, mobile, and in-store channels. Retailers need to provide seamless experiences across all channels and use customer data to personalize promotions and recommendations. Amazon remains a top destination for many shoppers due to its convenience. To compete, other retailers must focus on customer experience through services like buy online pickup in store, free shipping, and easy returns.
Privacy please: Why retailers need to rethink personalizationRick Bouter
Retailers are struggling to balance personalization and privacy as they collect vast amounts of customer data. While customers want personalized offers, any perception that personalization has overstepped privacy boundaries can seriously damage sentiment. The author analyzed over 220,000 social media conversations and found that only 14% of retailers received positive feedback for both personalization and privacy efforts, while 29% received negative feedback for both. Most retailers received positive feedback for personalization but negative feedback for how they handled privacy. To succeed, retailers must give customers control over their data and gain their trust through strong privacy and security practices.
How Seamless are You?
Accenture went on a journey to understand consumer preferences to shop seamlessly across channels
and the ability of retailers to deliver that seamless experience.
The document provides insights from a survey of 1,000 US online shoppers on trends in ecommerce. Some key findings include: 1) Unexpected shipping costs were the top reason for cart abandonment (28%); 2) 54% of shoppers said they would purchase abandoned cart items with a discount; and 3) Reviews were important for purchase decisions for 55% of shoppers. The conclusions suggest testing mobile optimizations as usage increases, and that personalization and social media's influence require more refinement.
This document discusses trends for the 2013 holiday shopping season and provides 10 tips for businesses to profit from these changes. Key points include:
- Online retail sales are expected to grow 15% or more during the holiday season, with mobile commerce making up 16% of online sales.
- Consumers plan to spend less on Black Friday/Cyber Monday and finish shopping earlier in December. They will compare prices online first.
- Amazon, Walmart, and others started "Cyber Deals Week" with daily deals added to compete throughout the season.
- Price and free shipping will be especially important for attracting customers. Consumers expect free shipping and will abandon carts without it.
- The 10
The document outlines 44 facts about customer engagement trends in various industries. Some key points include:
- Fully engaged customers are more profitable and valuable to companies across industries like retail, banking, and insurance. They spend more and purchase more products.
- Most companies see customer service as critical to differentiation and are focusing on improving the customer experience through mobile apps and social media customer support.
- Data and analytics are playing a larger role in understanding customer behavior and targeting them with personalized offers to improve retention and sales.
How to Keep the Holiday High Going for CustomersNarvar
Now that the Holiday madness is over, how do you keep riding that wave of enthusiasm to continue optimizing the entire customer experience and keep your seasonal shoppers coming back all year long? This SlideShare will help you learn how to champion your customers by continuing to deliver the best experiences across the board, inspire customer loyalty with a seamless holiday returns experience, build a community of fans using authentic post-holiday content and messaging across channels, and more.
This document discusses a proposed loyalty program and marketing strategy for Ensure targeted at caregivers. It involves creating a website and QR code-based loyalty program where caregivers can earn discounts on future purchases. The goals are to increase brand loyalty for Ensure, learn more about customers, and encourage repeat automatic purchases by making Ensure the default option. Key touchpoints for the strategy include point-of-purchase displays, an easy-to-use website, and convincing retailers by increasing both brand and retail loyalty.
Consumers will do much of their 2016 holiday shopping across desktop, mobile, and in-store channels. Retailers need to provide seamless experiences across all channels and use customer data to personalize promotions and recommendations. Amazon remains a top destination for many shoppers due to its convenience. To compete, other retailers must focus on customer experience through services like buy online pickup in store, free shipping, and easy returns.
Privacy please: Why retailers need to rethink personalizationRick Bouter
Retailers are struggling to balance personalization and privacy as they collect vast amounts of customer data. While customers want personalized offers, any perception that personalization has overstepped privacy boundaries can seriously damage sentiment. The author analyzed over 220,000 social media conversations and found that only 14% of retailers received positive feedback for both personalization and privacy efforts, while 29% received negative feedback for both. Most retailers received positive feedback for personalization but negative feedback for how they handled privacy. To succeed, retailers must give customers control over their data and gain their trust through strong privacy and security practices.
How Seamless are You?
Accenture went on a journey to understand consumer preferences to shop seamlessly across channels
and the ability of retailers to deliver that seamless experience.
The document provides insights from a survey of 1,000 US online shoppers on trends in ecommerce. Some key findings include: 1) Unexpected shipping costs were the top reason for cart abandonment (28%); 2) 54% of shoppers said they would purchase abandoned cart items with a discount; and 3) Reviews were important for purchase decisions for 55% of shoppers. The conclusions suggest testing mobile optimizations as usage increases, and that personalization and social media's influence require more refinement.
This document discusses trends for the 2013 holiday shopping season and provides 10 tips for businesses to profit from these changes. Key points include:
- Online retail sales are expected to grow 15% or more during the holiday season, with mobile commerce making up 16% of online sales.
- Consumers plan to spend less on Black Friday/Cyber Monday and finish shopping earlier in December. They will compare prices online first.
- Amazon, Walmart, and others started "Cyber Deals Week" with daily deals added to compete throughout the season.
- Price and free shipping will be especially important for attracting customers. Consumers expect free shipping and will abandon carts without it.
- The 10
The document outlines 44 facts about customer engagement trends in various industries. Some key points include:
- Fully engaged customers are more profitable and valuable to companies across industries like retail, banking, and insurance. They spend more and purchase more products.
- Most companies see customer service as critical to differentiation and are focusing on improving the customer experience through mobile apps and social media customer support.
- Data and analytics are playing a larger role in understanding customer behavior and targeting them with personalized offers to improve retention and sales.
How to Keep the Holiday High Going for CustomersNarvar
Now that the Holiday madness is over, how do you keep riding that wave of enthusiasm to continue optimizing the entire customer experience and keep your seasonal shoppers coming back all year long? This SlideShare will help you learn how to champion your customers by continuing to deliver the best experiences across the board, inspire customer loyalty with a seamless holiday returns experience, build a community of fans using authentic post-holiday content and messaging across channels, and more.
The State of Customer Devotion in UAE Retail: Part TwoICLP_Loyalty
If you believe your customers are cheating on you with other retail brands, it is time to focus your attention on strategies that can create true customer devotion. Part two of our customer devotion series focuses on the levers you can pull to achieve a loyal customer base.
Nielsen global connected commerce report january 2017clara lila
The document discusses online grocery shopping trends globally. It finds that while durable categories like fashion and travel dominate online purchases currently, consumable categories like personal care, meal kits, and packaged groceries are growing in popularity. Fresh groceries have more barriers to online adoption. Innovative fulfillment options beyond just home delivery, like curbside pickup, could help drive more online grocery shopping. Data from France shows alternative fulfillment there has helped drive strong growth in edible categories like cheese and yogurt being purchased online.
Voici la 6ème édition complète (les 5 volumes) de l'étude annuelle UPS Pulse of Online Shopper™. Développée en partenariat avec comScore et Astound Commerce, cette étude vise à fournir des informations sur les comportements et les préférences des acheteurs en ligne. Les 5 volumes sont réunis en un seul (Digital Evolution, a Mobile Mindset, Channel Dynamics, the Savvy Shoppers & Retail Fundamentals.). C'est une bible pour mieux connaître les comportements des acheteurs. Bonne lecture !
Millennials prioritize saving money and are more likely than older generations to switch retailers or brands to earn loyalty rewards like fuel discounts. A survey found Millennials are more willing than Gen Xers or Boomers to use technology like mobile apps to track loyalty rewards and they prefer earning rewards from retailers, gas brands, or travel programs over other types of programs. Millennials also cite recommendations from family and friends as influencing their decisions to join loyalty programs more than older groups.
1) Consumers conduct research on potential holiday purchases across all price points, starting research as early as October. They consider product reviews and recommendations from retailers during their research.
2) Many shoppers take inspiration and gift ideas from family and friends as well as browsing physical stores. Younger consumers are also inspired by social media.
3) Retailers can influence purchases by offering limited-time sales and promotions, especially those including free shipping. Having optimized websites and product information ready by October is important to engage with early holiday researchers.
The document summarizes key findings from a study on omni-channel retail experiences. It found that consumers expect consistency across retail touchpoints and have rising expectations for personalization. Most consumers and retailers see consistency as important for building loyalty. While many retailers aim to provide personalized experiences, opportunities remain to better integrate data and create single customer views. Discovering new products and impulse purchases are also important drivers for retailers.
This document provides 44 facts about customer engagement from various sources. Some key points include: fully engaged customers are more profitable and valuable to companies across many industries; social media is becoming an important customer service channel, with over half of inquiries starting there; big data and analytics can improve customer retention and sales; and the customer experience is a major focus and investment area for most businesses.
Unlocking Millennial Buying Power with New Payment StrategiesCommerceNext
While it is axiomatic that Millennials think differently about spending money, what is not as well known is why they think differently about money. One Millennial who definitely has insight on this topic is Afterpay’s 28-year old CEO Nick Molnar. We asked Nick to talk about the “why and how” of Millennial spending habits, what makes them fiercely loyal to a brand, and how retailers can profit from combining the these two concepts.
n our 4th Annual Holiday survey conducted with Lauren Freedman of the eTailing group, we surveyed 1,000 shoppers right after Cyber Monday in early December, 2013. With four years of holiday shopper surveys, we are really starting to see some interesting trends emerge.
The State of Customer Devotion in UK Retail: Part TwoICLP_Loyalty
If you believe your customers are cheating on you with other retail brands, it is time to focus your attention on strategies that can create true customer devotion. Part two of our customer devotion series focuses on the levers you can pull to achieve a loyal customer base.
Latest Research on UK Loyalty to Retailers Industry Trend and Analysis Share ...Shrikant Mandlik
Whilst the consumer has long sought to be treated as an individual and not simply as a collective, there remains an opportunity for retailers to further tailor their offerings to their customers’ individual needs. Further development of digital technology, such as smartphone apps, is likely to make this more possible, as it will allow retailers to engage more directly with their shopper and create a truly personalised service.
The document discusses the major changes occurring in marketing due to empowered consumers and new technologies. It refers to this change as the "Marketing Tsunami". Key points of change include frugal consumers, consumers trusting each other over advertisers via social media, and expecting more from brands. While some brands see social media as the answer, it really requires addressing underlying product/service issues first. Overall, it means marketing must collaborate more with customers in new ways and meet higher expectations during a time of budget constraints.
When it comes to acquiring and retaining customers, the goal should be to develop strategies that scale efficiently and make the most of every dollar. But to do that, you first need to
understand your target consumers.
So we surveyed 1,800 U.S. consumers, illuminating trends on how they discover new retailers, why they decide to try a retailer, and what convinces them to recommend a retailer to others. From there, we developed strategies and tactics that capitalize on those behaviors to help you maintain a steady flow of new and repeat customers.
Sharing some of the research we did last year to understand how digital shopping behaviors are evolving across 12 unique product categories: Apparel, Electronics, Grocery, Appliances, Automotive Supplies, Beauty, Wireless, Jewelry, Home Remodeling, Furniture, Software, and Restaurants.
This document discusses strategies for reducing cart abandonment rates through reminder emails. It recommends sending the first reminder email immediately after abandonment while the customer is still considering their purchase. Subsequent emails should be sent at increasing intervals, with up to 3 reminders. Reminders should address the reasons for abandonment and appear helpful rather than sales-focused. Metrics like open and click through rates should be used to measure effectiveness and identify patterns in customer behavior.
This document is a study on factors influencing online shopping cart abandonment rates. It discusses literature reviewing shipping costs, checkout processes, and holiday promotions as the three main factors studied. The study uses a questionnaire to collect consumer data on online shopping behaviors and perceptions of how the three factors impact abandonment rates. Hypotheses are that shipping costs, complex checkouts, and promotions each have a strong relationship with higher abandonment. Results and interpretations of the questionnaire data will be analyzed to test these hypotheses.
This document discusses predictions and insights about the 2021 back-to-school shopping season from various retail and consumer experts. Retailers are expecting record spending on back-to-school items this year as shopping returns to a more normal pattern compared to 2020. However, there is still uncertainty around in-person learning and some consumers remain anxious. Retailers are utilizing convenient options like curbside pickup to make shoppers comfortable. Experts also note a permanent shift towards more online shopping and the growing influence of social media on consumers' shopping journeys.
The document summarizes the results of a survey on customer loyalty. The survey found that (1) quality, reputation, pricing/discounts/promotions, and free shipping help build positive brand image, (2) most consumers identify as loyal to brands and purchase from their favorite brands monthly or weekly, and (3) consumers strongly care about loyalty programs and believe they influence repeat purchases. The summary concludes that customer loyalty techniques can help brands succeed long-term.
1) Marketing efforts continue to struggle as effectiveness of delivering quality leads drops while costs rise due to increased competition, data, and consumer annoyance with online ads.
2) While the internet is important, balancing traditional and online media is key as many quality leads still originate from offline sources like direct mail triggering online responses.
3) Targeting the mass affluent is important as they are responsible for the majority of spending and more likely to purchase. Consistent, personalized multi-channel marketing keeping your brand top of mind at all stages of the buyer's journey is needed to generate ongoing leads.
MagicPlan es una aplicación que utiliza la cámara y realidad aumentada de los dispositivos para crear planos precisos de habitaciones de forma automática. La aplicación escanea la habitación cuando el usuario apunta con su dispositivo y genera un dibujo del plano que puede exportarse a formatos como PDF, JPG o DXF. Aunque requiere un período de aprendizaje, MagicPlan resulta ser una herramienta efectiva para crear planos de habitaciones con solo apuntar el dispositivo.
Presentación psicologia de la personalidadMDaniela0304
Este documento resume la historia y el desarrollo de la psicología de la personalidad. Comienza con las teorías de la personalidad en la antigua Grecia y continúa hasta teóricos modernos como Freud, Adler, Jung, Allport y más. Explica que la psicología de la personalidad estudia los procesos psicológicos como el temperamento, la constitución, el carácter y la inteligencia. Además, provee referencias bibliográficas al final.
The State of Customer Devotion in UAE Retail: Part TwoICLP_Loyalty
If you believe your customers are cheating on you with other retail brands, it is time to focus your attention on strategies that can create true customer devotion. Part two of our customer devotion series focuses on the levers you can pull to achieve a loyal customer base.
Nielsen global connected commerce report january 2017clara lila
The document discusses online grocery shopping trends globally. It finds that while durable categories like fashion and travel dominate online purchases currently, consumable categories like personal care, meal kits, and packaged groceries are growing in popularity. Fresh groceries have more barriers to online adoption. Innovative fulfillment options beyond just home delivery, like curbside pickup, could help drive more online grocery shopping. Data from France shows alternative fulfillment there has helped drive strong growth in edible categories like cheese and yogurt being purchased online.
Voici la 6ème édition complète (les 5 volumes) de l'étude annuelle UPS Pulse of Online Shopper™. Développée en partenariat avec comScore et Astound Commerce, cette étude vise à fournir des informations sur les comportements et les préférences des acheteurs en ligne. Les 5 volumes sont réunis en un seul (Digital Evolution, a Mobile Mindset, Channel Dynamics, the Savvy Shoppers & Retail Fundamentals.). C'est une bible pour mieux connaître les comportements des acheteurs. Bonne lecture !
Millennials prioritize saving money and are more likely than older generations to switch retailers or brands to earn loyalty rewards like fuel discounts. A survey found Millennials are more willing than Gen Xers or Boomers to use technology like mobile apps to track loyalty rewards and they prefer earning rewards from retailers, gas brands, or travel programs over other types of programs. Millennials also cite recommendations from family and friends as influencing their decisions to join loyalty programs more than older groups.
1) Consumers conduct research on potential holiday purchases across all price points, starting research as early as October. They consider product reviews and recommendations from retailers during their research.
2) Many shoppers take inspiration and gift ideas from family and friends as well as browsing physical stores. Younger consumers are also inspired by social media.
3) Retailers can influence purchases by offering limited-time sales and promotions, especially those including free shipping. Having optimized websites and product information ready by October is important to engage with early holiday researchers.
The document summarizes key findings from a study on omni-channel retail experiences. It found that consumers expect consistency across retail touchpoints and have rising expectations for personalization. Most consumers and retailers see consistency as important for building loyalty. While many retailers aim to provide personalized experiences, opportunities remain to better integrate data and create single customer views. Discovering new products and impulse purchases are also important drivers for retailers.
This document provides 44 facts about customer engagement from various sources. Some key points include: fully engaged customers are more profitable and valuable to companies across many industries; social media is becoming an important customer service channel, with over half of inquiries starting there; big data and analytics can improve customer retention and sales; and the customer experience is a major focus and investment area for most businesses.
Unlocking Millennial Buying Power with New Payment StrategiesCommerceNext
While it is axiomatic that Millennials think differently about spending money, what is not as well known is why they think differently about money. One Millennial who definitely has insight on this topic is Afterpay’s 28-year old CEO Nick Molnar. We asked Nick to talk about the “why and how” of Millennial spending habits, what makes them fiercely loyal to a brand, and how retailers can profit from combining the these two concepts.
n our 4th Annual Holiday survey conducted with Lauren Freedman of the eTailing group, we surveyed 1,000 shoppers right after Cyber Monday in early December, 2013. With four years of holiday shopper surveys, we are really starting to see some interesting trends emerge.
The State of Customer Devotion in UK Retail: Part TwoICLP_Loyalty
If you believe your customers are cheating on you with other retail brands, it is time to focus your attention on strategies that can create true customer devotion. Part two of our customer devotion series focuses on the levers you can pull to achieve a loyal customer base.
Latest Research on UK Loyalty to Retailers Industry Trend and Analysis Share ...Shrikant Mandlik
Whilst the consumer has long sought to be treated as an individual and not simply as a collective, there remains an opportunity for retailers to further tailor their offerings to their customers’ individual needs. Further development of digital technology, such as smartphone apps, is likely to make this more possible, as it will allow retailers to engage more directly with their shopper and create a truly personalised service.
The document discusses the major changes occurring in marketing due to empowered consumers and new technologies. It refers to this change as the "Marketing Tsunami". Key points of change include frugal consumers, consumers trusting each other over advertisers via social media, and expecting more from brands. While some brands see social media as the answer, it really requires addressing underlying product/service issues first. Overall, it means marketing must collaborate more with customers in new ways and meet higher expectations during a time of budget constraints.
When it comes to acquiring and retaining customers, the goal should be to develop strategies that scale efficiently and make the most of every dollar. But to do that, you first need to
understand your target consumers.
So we surveyed 1,800 U.S. consumers, illuminating trends on how they discover new retailers, why they decide to try a retailer, and what convinces them to recommend a retailer to others. From there, we developed strategies and tactics that capitalize on those behaviors to help you maintain a steady flow of new and repeat customers.
Sharing some of the research we did last year to understand how digital shopping behaviors are evolving across 12 unique product categories: Apparel, Electronics, Grocery, Appliances, Automotive Supplies, Beauty, Wireless, Jewelry, Home Remodeling, Furniture, Software, and Restaurants.
This document discusses strategies for reducing cart abandonment rates through reminder emails. It recommends sending the first reminder email immediately after abandonment while the customer is still considering their purchase. Subsequent emails should be sent at increasing intervals, with up to 3 reminders. Reminders should address the reasons for abandonment and appear helpful rather than sales-focused. Metrics like open and click through rates should be used to measure effectiveness and identify patterns in customer behavior.
This document is a study on factors influencing online shopping cart abandonment rates. It discusses literature reviewing shipping costs, checkout processes, and holiday promotions as the three main factors studied. The study uses a questionnaire to collect consumer data on online shopping behaviors and perceptions of how the three factors impact abandonment rates. Hypotheses are that shipping costs, complex checkouts, and promotions each have a strong relationship with higher abandonment. Results and interpretations of the questionnaire data will be analyzed to test these hypotheses.
This document discusses predictions and insights about the 2021 back-to-school shopping season from various retail and consumer experts. Retailers are expecting record spending on back-to-school items this year as shopping returns to a more normal pattern compared to 2020. However, there is still uncertainty around in-person learning and some consumers remain anxious. Retailers are utilizing convenient options like curbside pickup to make shoppers comfortable. Experts also note a permanent shift towards more online shopping and the growing influence of social media on consumers' shopping journeys.
The document summarizes the results of a survey on customer loyalty. The survey found that (1) quality, reputation, pricing/discounts/promotions, and free shipping help build positive brand image, (2) most consumers identify as loyal to brands and purchase from their favorite brands monthly or weekly, and (3) consumers strongly care about loyalty programs and believe they influence repeat purchases. The summary concludes that customer loyalty techniques can help brands succeed long-term.
1) Marketing efforts continue to struggle as effectiveness of delivering quality leads drops while costs rise due to increased competition, data, and consumer annoyance with online ads.
2) While the internet is important, balancing traditional and online media is key as many quality leads still originate from offline sources like direct mail triggering online responses.
3) Targeting the mass affluent is important as they are responsible for the majority of spending and more likely to purchase. Consistent, personalized multi-channel marketing keeping your brand top of mind at all stages of the buyer's journey is needed to generate ongoing leads.
MagicPlan es una aplicación que utiliza la cámara y realidad aumentada de los dispositivos para crear planos precisos de habitaciones de forma automática. La aplicación escanea la habitación cuando el usuario apunta con su dispositivo y genera un dibujo del plano que puede exportarse a formatos como PDF, JPG o DXF. Aunque requiere un período de aprendizaje, MagicPlan resulta ser una herramienta efectiva para crear planos de habitaciones con solo apuntar el dispositivo.
Presentación psicologia de la personalidadMDaniela0304
Este documento resume la historia y el desarrollo de la psicología de la personalidad. Comienza con las teorías de la personalidad en la antigua Grecia y continúa hasta teóricos modernos como Freud, Adler, Jung, Allport y más. Explica que la psicología de la personalidad estudia los procesos psicológicos como el temperamento, la constitución, el carácter y la inteligencia. Además, provee referencias bibliográficas al final.
Esteban Loredo has over 15 years of experience in construction, welding, and corrections. He has worked in various roles including laborer, forklift operator, corrections officer, and sales. Loredo has welding and OSHA training and is seeking a position utilizing his skills in construction, maintenance, or related fields.
Este documento contiene resúmenes de 18 prácticas de microbiología que cubren una variedad de temas como bacterias (Vibrio, Campylobacter, Helicobacter, Bartonella, Brucella, Listeria), hongos (Penicillium, Fusarium, Rhizopus, Paracoccidioides brasilensis, Histoplasma capsulatum) y virus (polio, rabia, herpes). También incluye prácticas sobre técnicas microbiológicas como tinción de BAAR, cultivo de células y observación de efectos citopá
This document discusses the current state and potential of virtual assistants and chatbots. It notes that many retailers now offer chatbots through messaging platforms to help with tasks like gift finding and recipe searching. While bots are still experimental, they aim to provide value and a seamless customer experience. The document outlines some key principles for creating successful bots, including having a clear purpose, gradually learning about users through conversations, and using natural language to mimic speaking to a person. Bots that follow these principles can enhance customer engagement and brand experience.
NEXTORIC was established in 2009 as NEXON's development studio and has developed several popular long-running games including The Kingdom of the Wind, TalesWeaver, Asgard, Legend of Darkness, Elancia, and Tenvi. It aims to become the future and living legend of the online game industry through creativity and passion. The document provides brief overviews of each game highlighting their key features and histories. Contact information is also included at the end.
West Bank Service Learning Program Design July 16, 2009guestba5db42
The document provides guidance on designing an effective service-learning program, including identifying community needs, developing service activities, facilitating student reflection, and conducting assessments. It outlines best practices such as meeting community needs, achieving learning objectives through service, and equipping students with skills. The document also discusses various components of planning and implementing a successful service-learning project from establishing partnerships to conducting the service activities.
Kulis ANG, Alaska, conducted a rapid improvement event to develop a better flow for their individual medical readiness. We hope you enjoy this outbrief from that event.
The document discusses the benefits of exercise for mental health. Regular physical activity can help reduce anxiety and depression and improve mood and cognitive function. Exercise causes chemical changes in the brain that may help protect against mental illness and improve symptoms for those who already suffer from conditions like anxiety and depression.
West Bank Service Learning Program Design July 16, 2009guestba5db42
The document provides guidance for designing an effective service-learning program that includes planning and preparation, service activities, reflection, demonstration/celebration, and assessment. It discusses establishing community partnerships, identifying community needs, facilitating student choice and responsibility, and assessing student learning and progress through formative and summative evaluations such as student self-reporting questionnaires. Reflection is emphasized as an important part of all phases of service-learning.
125th fw dsg hotel reservation process training edited fouowilleetee
This document outlines the hotel reservation process for drill status guardsmen attending unit training assemblies (UTAs) or special unit training assemblies (SUTAs). It specifies that members outside of a 1.5 hour drive now qualify for hotel lodging, which is subject to funding availability and commander discretion. The process involves members calling hotels at least 10 days in advance to reserve rooms using a personal credit card, and E-6 and below being charged half the room rate if staying alone. Cancellation policies and responsibilities are also covered.
Nextoric is a game development studio established in 2009 that has developed several popular long-running MMORPGs including The Kingdom of the Winds (the world's first graphic MMORPG), TalesWeaver, Asgard, Elancia, and Legend of Darkness. Nextoric started as the development studio of Nexon, the pioneer of interactive entertainment software and leader in massively multiplayer online games since developing The Kingdom of the Winds in 1995. Nextoric aims to become the future and living legend of the online game industry through innovative new titles that redefine the genre.
El documento presenta modelos de dietas de 1250 a 3000 calorías divididas en raciones de diferentes grupos de alimentos (lácteos, hidratos de carbono, proteínas, frutas, verduras) para 6 ingestas diarias (desayuno, media mañana, comida, merienda, cena y antes de dormir). Los modelos especifican la cantidad de raciones recomendadas de cada grupo de alimentos para cada nivel calórico.
The document discusses the purpose and elements of civic education in Palestine, including enhancing civic knowledge, strengthening cognitive skills, and engendering participatory skills. It emphasizes that civic education is the foundation for healthy schools, families, communities, and nations. The document also discusses assessing learning outcomes and benchmarks for civic education in Palestine, with examples focusing on civic knowledge, skills, and dispositions. It then shifts to discussing lessons from Rwanda's genocide, including the need for civic education to teach about past injustices and human fragility to promote responsibility.
The document discusses various aspects of working with forms in the Lift web framework. It covers topics like standard and AJAX form support, form elements like text boxes, checkboxes and file uploads, using site maps to organize pages, and the mapper and record frameworks for making objects persistent in a database.
The 2012 Parago Shopping Behavior Insights StudyЮниВеб
The document summarizes findings from a study on shopping behavior conducted by Parago in 2012. Some key findings include:
- Consumers remain extremely price sensitive and are willing to research prices and seek out deals, despite signs of economic recovery.
- Women are more price sensitive than men and aggressively seek out deals and promotions.
- Rebates and coupons remain very popular ways for consumers to save money.
- Frugal habits developed during the recession have become entrenched, and consumers prioritize price over brand.
The document summarizes the key findings of Zebra Technologies' 2019 Shopper Vision Study, which surveyed shoppers, retail associates, and decision makers. Some of the main findings included:
- There are perception gaps between what shoppers want from the in-store experience versus what associates and decision makers think they want, such as in delivery options for out-of-stock items.
- Shoppers feel they have better access to store information using their mobile devices than associates. Associates report limited capabilities to help shoppers due to lack of access to customer information and mobile technologies.
- Decision makers recognize the need to equip associates with mobile technologies to improve customer service and close perception gaps.
- Shoppers
Over the last 18+months, consumer behavior has witnessed tectonic shifts owing to the pandemic. Capgemini's recent report highlights these dynamic trends and evolving consumer behavior for consumer products and retails industries as we move forward in the new year.
The age of experience: A report by 451 Research and AdyenAdyen
451 Research and Adyen teamed up to better understand how shoppers are reshaping retail. This survey explores new shopping experiences, expectations and retailer reactions.
How to make returns your competitive edgeRaff Paquin
The definitive guide to making returns your competitive edge. In this guide you will learn tons of insights such as:
1) The state of returns in 2017 based on a survey of over 1,000 consumers globally
2) How merchants win with returns, growing revenue and profit
3) 11 tips and tools to make your returns magical
- 35.5% of shoppers will start holiday shopping before Black Friday, with most shopping either starting very early or very late in December. Amazon is the most popular shopping destination, planned by 72.1% of shoppers.
- 88.1% of shoppers plan to spend about the same or more than last year on gifts, with over half planning to spend $250-$1000. Younger shoppers are more likely to spend more while older shoppers will spend about the same.
- 32% of shoppers price check products on Amazon while in stores. Fast and free shipping is now an expectation for most shoppers, affecting their choice of retailer. Overall price including shipping is the top factor for
Microsoft --2017 State of Global Customer ServiceAbhishek Sood
Thanks to the influence of digital and mobile technology, customers expect more from brands when it comes to convenience, resolution times, and agent expertise.
This Microsoft 2017 State of Global Customer Service report explores how modern brands are meeting these rising expectations, polling data from 5,000 people based in Brazil, Germany, Japan, the United Kingdom, and the U.S.
Consumer Preferences for Retail Promotions - Cognizant Research FindingsCognizant
Which retail promotions are the most effective? Results from a survey of US shoppers to study the preferences of consumers for various retail promotions.
Sixth Annual 2015 Shopper Experience Study: One True Channel Focusing on the...Cognizant
- The study found that nearly half of shoppers make an online purchase at least 2-3 times per month, showing how mainstream digital shopping has become. Mobile commerce is also growing rapidly in importance.
- While stores still account for most sales, digital influences purchasing more than actual online sales reflect. Retailers need to follow customers across channels to understand their experiences.
- Building emotional connections with shoppers through personalized, seamless experiences across channels is now critical for retail success. The report analyzes where retailers succeed and fail at this.
The document summarizes key findings from a survey of over 3,000 consumers in the US and UK about their preferences for marketing personalization. It found that over 70% of consumers expect brands to personalize their communications by remembering things like purchase history and tenure as a customer. However, consumers have different preferences - while most prefer email discounts, under 20% of UK consumers want refill reminders. Younger generations aged 18-34 expect and demand more personalization from brands compared to older consumers. The survey results provide insights into what types of personalization different demographic groups appreciate.
This document discusses the results of a survey of over 3000 loyalty program members. It finds that:
1) Customers want relevant communications from brands on their own terms, rather than frequent emails, and will disengage if their expectations are not met.
2) Younger customers prefer rewards like prize draws and partner offers, while older customers prefer exclusive access and previews.
3) Not all customers are active on social media, so brands should use a variety of channels for communications.
4) Loyalty programs are still effective at increasing customer spending, though the relationship varies by age.
Although money is being poured into the online experience the physical retail store remains an important channel in the experience for customers. However, a disparity is emerging between the expectations customers have and the investment retailers are making. While retailers believe enough is being done to re-imagine the physical store experience, customers disagree. In this paper we explore the disparity and what to do about it.
44 Facts Defining the Future of Customer EngagementSam Capra ☁️
Imagine having a single view of every customer interaction with your business at your fingertips. From the time they walk into your stores or office, visit your website, tweet about your products, or reach out to your call center for help- all of these interactions would be available in a single view of your customer. Now imagine how you can leverage that rich data to create a differentiated and seamless customer experience. A crystal ball is not required in order to envision the future of customer engagement but you will need to think beyond the traditional CRM to technology that can support the infinite possibilities and unique paths comprising your customers’ journey today.
Trust in retail: Why sustainability, Trust in retail: Why sustainability, acc...National Retail Federation
This document discusses key findings from an IBM Consumer 2020 Research Study on consumer priorities and purchasing habits. The study found that:
1) Sustainability has reached a tipping point, with 57% of consumers willing to change habits to reduce environmental impact and 73% seeking transparency.
2) Trust is a top criteria for brand selection, with 84% of consumers indicating trust is important. Transparency can help brands build trust.
3) Consumers now shop in "micro-moments" - whenever inspiration strikes - with 71% shopping occasionally and 35% shopping weekly or more in short sessions.
Ikano White Paper - The Future of LoyaltyLaura Scully
A survey of over 26,000 customers by loyalty program experts Ikano revealed three key trends for the future of loyalty programs: 1) 52% of respondents wanted a mobile app to replace their loyalty card due to the growing use of smartphones, 2) 34% wanted to use the app to manage their loyalty account information, and 3) 59% wanted to set their own communication preferences to receive only relevant offers. The survey findings suggest customers want more control and convenience through mobile apps to better serve their evolving needs.
The document discusses trends in ecommerce and digital marketing from an industry insider's perspective. It identifies the key challenges in 2015 as technology issues, integration across channels for marketing, and developing a single customer view. It emphasizes that retailers must keep up with constantly changing customer expectations around delivery, service, and experiences across all digital and physical touchpoints. Finally, it stresses the importance of having an integrated approach and single customer view to improve marketing, increase customer retention and lifetime value, and gain a competitive advantage.
Similar to Narvar_State of Post Purchase Experience_January 2017 (20)
2. 2
Executive Summary
01. Shipping Uncertainty and Hassle Plagues Shoppers
02. What Drives Loyalty?
03. After They Click “Buy”, Consumers Want Convenience and Kindness
04. The Amazon Effect: The Playing Field is Leveling
05. Regional Differences
Table of Contents
3
6
11
16
20
24
3. Report: The State of Post-Purchase Experience I January 2017
A 5% increase in customer retention can improve a company’s profitability by 75%,
according to Bain and Co. Yet many retailers continue to be more focused on
acquisition and conversion than retention. Despite investing billions in acquiring
shoppers online, digital commerce has created a “customer experience gap” for
retailers who aren’t able to continue to engage customers during the critical moment
after a purchase is made. Brands are learning the hard way that going MIA after
customers click “buy” is a surefire way to lose loyalty.
Narvar surveyed 1,000 U.S. online shoppers between the ages of 18-65 right before
the peak holiday shopping season. We wanted to hear directly from consumers what
retailers should be doing to reduce anxiety and foster loyalty in the post-purchase
shopping experience.
Executive Summary
3
4. 70% of consumers said an easy return or exchange would make
them a repeat customer.
What constitutes an easy return? 65% of consumers want to
print a label and send the item back themselves; this goes up to
73% among high-frequency online shoppers.
65% also want a full refund, with no shipping or restocking fees.
Report: The State of Post-Purchase Experience I January 2017
What we heard loud and clear:
Customers are looking for an effortless,
transparent experience.
They value on-time delivery as the primary reason to frequent a
retailer above all else (72%), including loyalty points or discounts.
They want an accurate delivery date when they place an order (60%),
and also appreciate being notified when there is a delay (51%) or
something else goes wrong.
4
That need for an effortless experience
extends to returns as well.
5. Consumers choose the convenience of
direct shipping, particularly during the
holidays. A whopping 82% of people said
they ship gifts directly to the recipient
during the holidays, nearly twice as much
as the rest of the year.
Consumers are also 28% less likely to choose
in-store pick up during the holidays than
during the rest of the year.
Report: The State of Post-Purchase Experience I January 2017
What we heard loud and clear:
Consumers will choose a retailer
who acts proactively in the
event of a delivery problem.
A retailer can resend an item which has
been lost or damaged with expedited
shipping. All things being equal, this is the
No. 1 action shoppers said would make
them choose one retailer over another
(70%).
5
It’s critical that retailers mirror
the in-store experience across
online and mobile touchpoints.
When asked what would make them more
satisfied with their purchase, consumers
said ‘a simple thank you’ more than any
other answer (61%), including
personalized recommendations,
information on how to use the product
better, or examples of how others are using
the product. In the Northeastern Region,
that number rose to 76%.
Consumers want an emotional
connection, but are left cold
after a transaction.
7. During the holidays55%
Rest of the year76%
Many online shoppers avoid
in-store pickup during the holidays.
Report: The State of Post-Purchase Experience I January 2017
28
of consumers are less likely to
choose in-store pickup during the
holidays than they are during the
rest of the year.
%
Consumers who choose the buy online, pickup in-store option:
Key takeaway: The online experience needs to provide all the same elements customers would get in store.
7
8. Report: The State of Post-Purchase Experience I January 2017
Key takeaway: Returns should be optimized to save customers time and effort.
Customers want hassle-free returns.
65%
want to print a label and
send the item back themselves
(73% for frequent
online shoppers)
53%
worry about finding the time
to take something back to
the store or finding the
nearest mailbox location
65%
worry about getting
a full refund
(without shipping or
restocking fees)
8
9. Report: The State of Post-Purchase Experience I January 2017
Key takeaway: Treat returns with the same care as the rest of the experience.
Returns are the new normal and an
integral part of the shopping experience.
9
44% of people said they were concerned
about not liking an item when they
received it; this number dropped to
37% when looking at those who
shop most often online.
People are used to getting items shipped to them that they don’t love.
10. Consumers are twice as likely to ship gifts directly
to the recipient during the holidays.
Report: The State of Post-Purchase Experience I January 2017
Rest of the year
82% During the
holidays
46%
Consumers who choose the ship directly to gift recipients:
82
said they do this during the
holidays, compared to 46% that do
so the rest of the year.
%
10
Key takeaway: It’s important to ensure your systems make gifting simple yet special.
12. Nailing on-time delivery is critical to
building loyalty.
Report: The State of Post-Purchase Experience I January 2017
On-time delivery was ranked #1
over loyalty points, responsive
customer service, and association
with a good cause among others
when it comes to becoming a
repeat customer.
%
72
This is even more prominent among the
under 30 set, with 79% saying that on
time delivery would contribute to their
decision to become a repeat customer.
of shoppers say that they will be more
likely to choose a retailer that can tell
them the exact date that the package
will arrive at the time of order.
%
60
Key takeaway: Customer trust hinges on accurate delivery estimates and communication.
12
13. Easy returns drive repeat customers.
Report: The State of Post-Purchase Experience I January 2017 13
70
of consumers say an
easy return or exchange
is likely to make them a
repeat customer.
%
Key takeaway: A complicated or unclear returns process can reduce repeat visits.
14. Consumers choose retailers who act
proactively in the event of a delivery problem.
Report: The State of Post-Purchase Experience I January 2017
Shoppers said the #1 action that would make them choose
one retailer over another is if they resend and expedite an
item which has been lost or damaged.
14
49
of the people surveyed worry
about their package being
damaged in transit, more than any
other post-purchase worry.
%
15. Millennials are a paradox.
Report: The State of Post-Purchase Experience I January 2017
Key takeaway: Strategies to drive loyalty should be tailored to specific customer profiles.
They want to support a great cause but are also looking for points and discounts.
15
Those 18-29 are 35% more likely
than those over 30 to say loyalty
points or discounts would make
them a repeat customer.
Ages 18-2950%
Ages 30+37%
Loyalty Points and Discounts
Ages 18-2932%
Ages 30+23%
Those 18-29 are 39% more likely than
those over 30 to say that having an
affiliation with a cause would make
them a repeat customer.
Affiliation with a Cause
Consumers who say loyalty points or discounts would make them a
repeat customer:
Consumers who say that having an affiliation with a cause would make them a
repeat customer:
17. THANK
YOU!
said ‘a simple thank you’ would make them
more satisfied with a purchase.
In the Northeastern Region, that number
rose to 76%.
Report: The State of Post-Purchase Experience I January 2017
All things being equal, what types of information from a retailer would make you
more satisfied with your purchase?
61%
A simple “thank you”
Examples of how others are using the product
Personalized recommendations
Follow-up content on item usage
Other
61%
25%
22%
17%
15%
Key takeaway: Customers are seeking an emotional connection and acknowledgement.
Consumers feel underappreciated.
17
18. Consumers under 30
are inspired by one another.
Report: The State of Post-Purchase Experience I January 2017
Key takeaway: The retailer’s role is to be a connector, not an arbiter, for millennials.
Ages 18-2937%
Ages 30+21%
37
Those 18-29 are much more
interested in seeing how others are
using the same products than the
general population.
%
18
Consumers who said that examples of how others are using the product (e.g. photos)
would make them more satisfied with their purchase:
19. Communication preferences are evolving,
but email isn’t dead yet.
Report: The State of Post-Purchase Experience I January 2017
Key takeaway: Customers are not switching communication channels - they’re diversifying.
When asked how they want to be communicated to about an
item they purchased online, 94% said email:
Email94%
SMS22%
Facebook Messenger
9%
2%
Other3%
Retailer’s mobile app
2.5x 3x 1.5x
Those under 30 are more open to receiving communications
through other channels when compared to those 45 or older:
19
Retailer’s
Mobile App
Facebook
Messenger
Text /
SMS
21. Amazon’s stranglehold on the online
shopper is loosening.
Report: The State of Post-Purchase Experience I January 2017
Key takeaway: Online retailers have an opportunity to capture market share from Amazon.
24%
of infrequent Amazon shoppers
(a few times a year) shop online
elsewhere at least once a month
32%
of average Amazon shoppers
(1x/month) shop online
elsewhere at least once a month
36%
of frequent Amazon shoppers
(2x/month) shop online
elsewhere at least once a month
21
Amazon shoppers are shopping elsewhere at similar frequency:
22. Report: The State of Post-Purchase Experience I January 2017
Amazon’s engine has trained people to
expect powerful recommendations.
22
Those that order from Amazon
frequentlyare 44% more likely to
say that recommendations for
complementary items makes them
more satisfied with their purchase
than those that order infrequently.
44%
23. Frequent online shoppers
spend more overall.
Report: The State of Post-Purchase Experience I January 2017
Key takeaway: As dollars shift online and the Amazon Effect wears off, the opportunity for all retailers grows.
23
Frequent online shoppers35%
Infrequent online shoppers17%
35
of consumers who do more than
half of their shopping online
planned to spend at least $500 over
the holiday season.
%
Percent of shoppers who planned to spend $500 or more:
25. New Englanders carry more anxiety; those
in the mountains are more “chilled out”.
Report: The State of Post-Purchase Experience I January 2017
Not knowing the date
the package will arrive:
Being notified if a
package will be late:
Getting a full
refund:
25
76% 60%
Mountain
41% 24%
Mountain
Percent of people in each area that said they worry about:
68% Average
28%Average
54% 30%
New England Mountain
38%Average
New England New England
26. 76% New England
57%
Mountain
58% Pacific
58% Midwest
65% South
57%
New Englanders also drive the sentiment that a
“thank you” makes a consumer more satisfied.
Report: The State of Post-Purchase Experience I January 2017 26
THANK
YOU!
The percentage of respondents in each region who said a simple “thank
you” would make them more satisfied with a purchase: