For the last 3 years, Temando has been commissioning Research Now to conduct a survey targeting online shoppers and retailers across four countries (United States, United Kingdom, France, and Australia), with the objective to outline patterns and highlight differences between countries and from year to year.
While it is focused on Shipping, the areas cover from why people buy online to what they buy, cart abandonment, impact of free shipping… and returns.
Although the trends and expectations in terms of product returns can be quite different from one country to another, it is today a key aspect of the customer experience, and that impacts your logistics. At the same time, it is a topic that some retailers would like to be able to avoid, as they see returns as a migraine.
Our report explores how returns impact both retailers and consumers, and what eCommerce merchants can do to alleviate the tension, and convert the returns process into an opportunity to delight customers for retention.
Below, some key figures of the survey. To know more, download the infographic “Walking the returns tightrope” or access our just released 2017 Research here:
The United Kingdom are active returners, with 73% (second position behind the US at 75%)
In terms of retailer’s experience when it comes to returns, everything seems to confirm that implementing a customer-centric returns policy will give a competitive advantage
A small section of retailers are running their returns programs efficiently
60% of retailers saw up to 10% increase in the cost of logistics, with almost half seeing increases of 5% to 10%.
“Product returns cost U.S. manufacturers and retailers $100 billion every year in lost sales, transportation, handling, processing and disposal.” – IndustryWeek
The top reasons why products are returned seem to be: broken goods, incorrect sizing and a change of heart by customers. But there is a disparity between what consumers say and what retailers think of their customers behaviour.
The survey highlights some discrepancies in the approach and understanding of returns between consumers & retailers, and definitely shows that this topic needs to be fully part of the retailer’s approach to make a difference in its market.
Are you following these best practice rules when it comes to your returns strategy?
“The most important factor for online shoppers isn’t price. Other factors – like returns policy, convenience and viable testimonials about the product – often surpass price in importance. The reason? They build trust.”
A digital personalisation platform for building lasting customer relationships.
Qubit is the innovator of persuasive personalisation at scale. We help brands ensure their customer experience remains a powerful point of differentiation in a constantly shifting market.
By combining rich customer data, deep learning technology and advanced segmentation capabilities, our Customer Influence Engine enables precise targeting of a wide range of personalisation’s – so businesses can reach the right visitors at the right time, at scale – to drive sales and loyalty.
Qubit will help you
Boost conversion rates and lower acquisition costs
Drive increased loyalty and retention
Improve marketing efficiency
Optimise up-sell and ancillary sales
Join the dots between web, email, call centre and mobile journeys
Understand your visitors’ behaviours, and their opinions
The Qubit solution
Lasting customer relationships are built on more than a single fleeting interaction. Modern expectations are about building strong relationships with your customers across their entire journey through targeted, tailored personalised experiences.
To accomplish this, companies need a tool that combines visitor insight, targeting and experience delivery.
Qubit’s platform encompasses broad data collection for unparalleled customer understanding, a deep learning system enabling precise segmentation and a broad variety of experience types for influential customer interactions.
The Customer Influence Engine uses a deep learning system to find influence signals from within your customer data. With advanced micro-segmentation, adaptive targeting that makes sure every segment is always up to date, and machine learning at work to identify new visitor groups to target, you can ensure that the personalisation’s you create are precisely targeted for maximum impact.
Precise segmentation – Identifying the best audience
With Qubit, you can then put this insight to work, reaching your best customers with the most impactful personalisation’s. From basic content placements like on-page banners through to scalable, segment-aware, ongoing programmatic experiences like abandonment recovery or targeted recommendations, you have the widest range of personalisation experiences to successfully influence customer behaviour at scale.
Reliable ROI – Uncovering the value of personalisation’s
Throughout the Qubit platform, you have access to customer, experience and segment data for analytics – both in-context and via your own BI tools – and see the real value Qubit can deliver. Our data shows that personalisation’s using Qubit to target specific customer segments produce a 50% increase in revenue, and those that are geared to behavioural change are over 7x more effective in increasing conversion rate.
Screen Pages hosted their May eCommerce Forum which was a great opportunity to network and discuss everything eCommerce. There were some great speakers from LoyaltyLion, Shopify Plus, Dotmailer, Klevu, Google & more. Below is a quick overview and all the slides presented on the day.
We recently met the team from Klevu, a sophisticated search technology company.
Klevu is an NLP-based (natural language processing), self-learning e-commerce site search solution, designed for enterprise-level and mid-level online retailers. Founded in 2013, Klevu is used by over 3,000 merchants, from all over the world. Klevu’s primary objective is to enable online stores of all types and sizes to have the most advanced and powerful, yet affordable search solution.
The majority of Klevu’s clients are using the Magento platform and they have an existing integration with both Magento 1 and Magento 2. Some of Klevu’s clients include Agent Provocateur, Oneills.com, Jack Daniels, Yamaha and Zimmermann.
Some of Klevu’s core features include:
Natural language processing – Klevu’s natural language processing capabilities represents one of their core benefits over their competitors, as they go deeper into understanding the query and the intent behind it. An example of this could be a user searching for “floral drapes” when a product is listed as “curtains with flowers”, Klevu would understand the similarity in the query and serve the correct products.
Automatic catalog enrichment – Another key feature of Klevu is around how they enrich the product catalog to add further context. Klevu take as much data around the product as possible and then add synonyms and additional adjectives and similar terms in order to match far more queries. This is one of the key features for stores with larger product catalogs and is a big part of how they handle synonyms and errors / mistakes.
Content search – Klevu also allows merchants to serve and promote content as part of the search function, allowing for queries like “delivery information” or “terms and conditions”, as well as enabling users to serve things like buying guides for more generic queries.
Self-learning capabilities – Another very important feature for users is Klevu’s ability to self-learn – meaning results are automatically optimised based on how users are engaging with results and purchasing behaviour.
Advanced merchandising and boosting – Klevu gives merchants far more control over which products, attributes and categories are being promoted for different queries, by providing boosting rules. Users can simply add different weighting scores against each product, category or attribute in order to boost their visibility.
Instant search layout – Klevu’s instant search box helps to improve the user journey and speed up the product discovery process, as can be seen below. When a user starts inputting a query, results are served via the instant search box far quicker than if they were to go to through to the results pages.
This example also shows how faceted search can be used to improve the search experience, which can also be used on the results page.
Fully customisable layout – The layout of the instant search box and the results page is completely flexible and the CSS can also be edited from the Klevu admin interface.
Advanced reporting suite – Klevu provide comprehensive reporting around your search function – including detail on the keywords being used, the location of searchers, the keywords driving sales and common errors that could be optimised.
Millions of customers can now login and pay with the payment and shipping information stored in their Amazon account. Join thousands of merchants and start building a strong, loyal customer base. Amazon Login and Pay with Amazon makes it easy for customers to buy what they want, and get on with their lives. Forget countless usernames and passwords — your Amazon account details are all you need.
Amazon Payments is available as a Magento extension/module, reducing time-to-market & development costs.
Here’s a video which positions the offering.
Here are some example Magento sites that have implemented Amazon Payments:
Since the dawn of the Internet, people have tried to abuse websites for both sport and profit – especially e-commerce websites which by definition possess a number of customer data entry points.
As the abuse became profitable, the scale of abuse grew using automated software (sometimes referred to as”bots”). To prevent bots from overrunning sites with spam, fraudulent registrations, fake sweepstakes entries, and other nefarious things, publishers responded by testing users to see if they were human or not. These approaches are typically referred to as CAPTCHA, which per Wikipedia, is an acronym for “Completely Automated Public Turing test to tell Computers and Humans Apart”) is a type of challenge-response test used in computing to determine whether or not the user is human.
Generally, e-commerce websites would use CAPTCHA to strengthen the security around the most sensitive account access points. Typical access points on an e-commerce website would include:
Sign up for a new account or register
Sign up for email newsletters
Request a catalogue
Login to make a purchase
Get a quote
What happens – if you are unprotected – is that your customer and email databases end up being mass-populated with spam email addresses: it is costly and time-consuming to weed these out.
Google’s definition of the issue reads as follows: “CAPTCHA (Completely Automated Public Turing test to tell Computers and Humans Apart) is a type of security measure known as challenge-response authentication. CAPTCHA helps protect you from spam and password decryption by asking you to complete a simple test that proves you are human and not a computer trying to break into a password protected account. A CAPTCHA test is made up of two simple parts: a randomly generated sequence of letters and/or numbers that appear as a distorted image, and a text box. To pass a the test and prove your human identity, simply type the characters you see in the image into the text box.”
Rather than use the conventional “old school” approach which produces notoriously difficult-to-read squiggly text, Screen Pages has recently deployed a “choose the correct image” approach which effectively rules out bots (well, until the AI in bots means they can interpret visual content. On Donald Russell for example, you can need to identify the steak (for example, on its email newsletter subscription page: https://www.donaldrussell.com/emailsignup)
Google has also released a new method called “reCAPTCHA”. “reCAPTCHA is more adaptive and better-equipped to distinguish legitimate users from automated software: this updated system uses advanced risk analysis techniques, actively considering the user’s entire engagement with the CAPTCHA—before, during and after they interact with it. That means that today the distorted letters serve less as a test of humanity and more as a medium of engagement to elicit a broad range of cues that characterize humans and bots.”
Here’s Google’s helpful intro to the subject and it’s new approach in a video:
We’ve already implemented this on one website – on Watco’s B2B “get a quote” facility.
For information, implementing some form of CAPTCHA facility on this important data capture forms is generally less than a day’s work: a small investment compared to the pain of purging all those spam email addresses from your customer databases.
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