Customers

AfterShip Cofounder and CPO Andrew Chan is an advocate of post-purchase engagement to boost customer retention. He advises that ensuring a convenient experience after purchase -- from shipping, tracking, returns, and reviews -- helps retailers sell more to happy, repeat consumers. We spoke with Chan...

One of the fundamental choices that an e-commerce retailer must make is the platform they use to sell their goods and services, because it's not just a store -- it's a place to connect with customers and create a sense of the brand. We spoke with several e-commerce experts to get their take on how r...

The need for better customer journeys is a challenging goal. Overcoming operational challenges to become more agile in meeting customer needs -- and raising the maturity of the customer experience team -- will be critical to staying competitive in this ever-changing business environment, advised Blo...

With resale appealing to a growing share of consumers, chief among them Gen Z, more brands are jumping on the bandwagon. Levi's, Lululemon, and Nike all launched in-house resale programs over the last year. However, the rise of resale comes with many challenges for e-commerce brands and marketplaces...

The magnitude to which retail stores recover when consumers fully adjust to post-pandemic routines may well hinge on the shopping experiences they offer. A new study of consumers in the U.S. and UK shows that the majority of shoppers today view customer experience as one of the most important factor...

The build-versus-buy decision is an important one. Companies have been making similar choices about their technology stacks for decades. When it comes to customer data platforms, however, some organizations are rushing to make a determination. There are some important questions to ask before making ...

From an initial expression of interest, to a purchase, to receiving ongoing support and ultimately buying again, customers take a variety of journeys as they interact with brands. The more a company considers and plans for the paths its customers will follow, the more likely it is that the business ...

Microsoft recently disclosed that it too was no doubt a victim of the same Russian-based hacker gang responsible for the SolarWinds onslaught. As some of the details surrounding the cyberattack become known, the bleak disclosures might justifiably cause a sniffled gasp indicating that if Microsoft c...

By cutting out the middleman, brands can earn a higher margin and gain direct access to consumers and their data. For these reasons, leading brands such as Nike are aggressively making the shift to DTC, and other large retailers are following suit. However, many forget to take into account three imp...

The post-pandemic era is bringing many changes to how the marketing industry interacts with messaging strategies and how marketers work. Chief among these changes is the technology they use and the frequency with which they visit company offices. But one essential industry staple is not changing. Th...

As people emerge from lockdowns and limitations in the coming months, and look toward getting out and exploring the world again, travel is anticipated to become a popular and valued activity. The E-Commerce Times spoke with several industry experts to get their perspective on new trends in travel an...

The economic implications of Covid-19 have been devastating for many sectors and individuals. As we head into the summer of 2021 anticipating that most places in the U.S. will be fully open for business, many industries are looking at what the post-Covid recovery will mean for them. For sales profes...

A lot of time and treasure has already been spent on "going digital" with no clear understanding of what that should mean. But going digital should, at least in part, mean taking full responsibility for turning a business' mountain of customer data into usable information that advances the company m...

Across all businesses, the entire C-suite leadership team is looking to validate an experience management program by asking one question: what is the financial impact of my CX investment? Making a business case to the financial leaders of your company means that you have to be prepared to answer any...