Tag Archives: customer journey

Customer Experience, News

Sorted launches first-of-its-kind delivery experience report to uncover the science behind online purchasing behaviour

  • New report presents neuroscientific findings on digital journeys and the power of emotional purchasing
  • Barometer sees fashion sector setting standards high with average score of 80.7, driving demand for digital differentiation

London UK; 21st March 2022: Delivery experience platform Sorted has announced the first-of-its-kind Delivery Experience ‘DX’ report. The research, carried out in partnership with management consulting firm, Think Beyond, put ten leading fashion retailers under a neuroscientific microscope to predict human responses to online shopping stimuli.

A benchmark for other brands

By factoring in independent analysis from neuroscientists and customer journey experts, the barometer measures around 40 elements that scientific studies suggest are most important to customer experience. In this first report, it found the average customer journey score for a fashion retailer to be 80.7 out of 100.

The ranking, which evaluates conscious and unconscious customer responses to delivery experiences, demonstrates how competitive the current landscape is. With fashion retailers setting the bar this high, the data reveals that being ‘good’ is simply not good enough to stand out and attract and retain customers today.

Standing out in a crowded market

The report, which used the five-point Likert scale to assess the purchasing journey for consumers, empowers scientists to dig deeper and understand what makes consumers tick under the surface. By adopting neuroscience theories, the company was able to predict physiological and emotional responses, using methods less susceptible to bias than other forms of market research.

These findings, which demonstrate that retailers are providing exemplary offerings to customers when it comes to pre- and post-purchase, mean that brands need to exceed expectations to stand out in a crowded market. In turn, Sorted identified the actions that retailers must take, including using parcel tracking to reduce delivery failures and customer contact centre strain, and to avoid losing momentum on DX innovation and investment.

Carmen Carey, CEO at Sorted, commented: “Consumers now have almost unlimited access to new brands and products, making loyalty hard to earn and even easier to lose. Since these findings demonstrate that delivery and returns is a strong area for fashion retailers, brands must take the delivery experience to the next level to separate themselves from others. Any lapse in progression or innovation in this space is likely to see you fall behind.”

The Science of DX report marks a turning point for delivery experience, paving the way for a new view of the customer journey that considers the conscious and unconscious demands of the modern consumer.

News

Hootsuite acquires conversational AI leader Heyday for £35 million (CAD$60 million)

Hootsuite builds the future of social commerce, providing brands the opportunity to drive more sales via their social channels by leveraging the power of AI.

Hootsuite today announced its acquisition of Heyday, a Montreal-based conversational AI platform that enables brands to deliver personalised customer experiences through 1:1 messaging conversations. Commerce is rapidly moving onto social and messaging platforms. Hootsuite, a pioneer in the social media management category, has the largest customer base in the industry and with this acquisition will now allow brands to fully leverage conversational AI to create a better customer experience.

Heyday offers an enterprise-grade customer messaging platform that integrates seamlessly with e-commerce platforms and works with leading brands such as Lacoste, Decathlon, Cirque du Soleil, Danone, Rudsak, and Jack & Jones (Bestseller) to deliver more personalised and rewarding customer experiences via chat and video.

“Social is the new interface of commerce and customer care,” said Tom Keiser, CEO, Hootsuite. “Modern day brands have to manage a multitude of daily interactions and conversations at scale—which is impossible to do without AI automation. With the acquisition of Heyday, Hootsuite will now give AI capabilities to marketing, sales and support teams globally so they can deliver exceptional experiences at scale.”

The adoption and use of social media has increased dramatically since the start of the pandemic. Hootsuite’s Digital 2021 Report found that over 4.2 billion active social media users are spending on average two hours and twenty five minutes a day on social and messaging platforms.

A study by Edison Research found that 39% of social media users expect a reply from companies within sixty minutes, yet the average response time is five hours. Through Hootsuite’s combination of automation and AI, brands can now, for the first time, respond intelligently, with personalised responses at scale in real-time. Hootsuite’s acquisition earlier this year of Sparkcentral, and now Heyday, provides brands the tools to foster more meaningful customer relationships through all stages of the buying journey.

“Hootsuite believes in the power of personalised marketing and frictionless customer experiences that build trust and relevance,” said Keiser. “The new generation of shoppers want to engage with brands by making purchases and receiving real-time customer service on social. The relationship starts and ends on social, so we’re excited to offer brands a better way to deliver successful customer experiences at scale.”

Hootsuite’s expanded ability to enable brands and organisations to meet customers on social media and 1:1 messaging apps will create an opportunity for deeper relationships.

“We created Heyday’s conversational platform to make buying from a brand as easy as messaging a friend,” said Steve Desjarlais, Co-Founder, Heyday. “Together with Hootsuite, we will bridge the gap between physical and digital brand experiences by leveraging social and messaging channels as the anchor and golden thread of the customer journey.”

News

Zero-party data, a major opportunity for brands in 2021

The last 12 months have profoundly and irreversibly transformed consumer shopping habits. More than ever, companies need to better understand their customers by putting data at the centre of their strategy to deliver an experience that is relevant, personal and engenders brand loyalty.

The broader global economic and health context; increased competition; and the upcoming end of third-party cookies are driving marketers to refocus their resources on their own customer data. Between “first-party data” or “zero-party data”, what data should brands focus on to deliver a premium experience that respects customer privacy? How do they transform this data into actionable insight that adds business value? Russell Loarridge, Director, UK, ReachFive, explores.

Regulations, the end of third party cookies: a revolution in the data world

Businesses are under increasing pressure from customers who demand a relevant and personalised online experience that matches what they have been offered in-store. Personalisation is not something that can be improvised; rather it must be based on in-depth and timely customer knowledge. Until recently, “third-party” data (that which has been aggregated from multiple sources) has been the primary source of customer knowledge and was considered something of a marketing magic bullet. Today, however, technological barriers – such as the disappearance of third-party cookies – and regulatory changes (IDFA (Identifier for Advertisers) on iOS, AAID (Android advertising ID) on Android, GDPR in Europe or CCPA (California Consumer Privacy Act) in the United States) are putting consumers back in control of their data. As such, a strategy based mainly on third-party data is a strategy that is destined to fail.

Harnessing the potential of first-party data

First-party data – that which companies collect directly from their audiences, customers and prospects via purchase histories, interactions on their sites or applications, or loyalty programs – is an interesting alternative. 52% of marketers aim to collect more first-party data in 2021 as part of their digital strategies.

However, if “first-party data” is essential to drive a better understanding of an individual user and allow marketers to make more informed decisions in order to optimise their marketing strategies, it is not the panacea.

Any marketing strategy based mainly on this historic customer behaviour data, is, in fact, going to be subjective, based on probability and inference and therefore not enough to satisfy the demands of today’s discerning consumer. We should not make the same mistakes in 2021 that we have made over the past decade and exploit data without truly understanding who our customers are and what their real-time and future needs are. This is where zero-party data comes in, data that is voluntarily and intentionally shared by customers to improve their online experience.

Stop guessing with data, 2021 is the year of zero-party data

Until now, brands have built their digital marketing strategies on probabilistic data, and not on the much more reliable and objective deterministic data. While the concept of zero-party data may seem confusing at first glance, it offers the capability to transform how brands market to their consumers.

Guessing what customers want is no longer necessary: just ask them. A zero-party data strategy is not implemented by forcing users to fill in their data, but by creating a relationship of trust. In providing a ‘give to get’ value proposition, consumers are more likely to share their information, sometimes even in larger quantities, in exchange for a more qualified customer experience and customised content that will bring them value. Handled correctly, this data can be the next holy grail and companies need to start preparing for it now to master its workings.

How do you implement an effective “zero-party data” strategy?

To successfully implement a zero-party data strategy, brands need to collect the data, information and permissions they need to create personalised marketing at all stages of the customer lifecycle. The first step is to manage customer preferences in real-time. To do so, brands must ask customers relevant questions or solicit them through different methods such as quizzes, surveys, interactive experiences, etc… as soon as an individual creates a customer account. But beware, asking for too much information at once may have an adverse effect, so the trick is to ask for this data gradually, throughout the customer journey. The goal is to establish a relationship of trust with a customer – hence only asking what is necessary to offer the best possible shopping experience.

Customers need to be able to manage how they want a brand to communicate with them and update this at any time. Brands, therefore, need to provide consumers with the ability to easily manage their consents from the outset of an engagement. Today, to be satisfied, a customer needs to feel unique.

Finally, once all this information is gathered, it is important to be able to share it, in a completely secure manner, with all the brand’s customer relationship and omnichannel solutions. In order to be effectively managed and value gleaned from it, this data must be structured and unified in a single database rather than scattered across various data silos.

In the majority of cases, marketers rely on overburdened IT resources to manage these huge amounts of data; but to absorb, sort, analyse, and make it quickly actionable, marketers need robust technologies, now more than ever. These solutions will enable them to handle the increasingly complex task of managing and integrating identities across all internal solutions.

The personalisation of the customer experience will become even more important in the coming months. In order to design effective marketing strategies, companies – most of which have started to actively use first-party data in their marketing – will also have to rely on zero-party data. In order to provide a deeply personalised experience and generate the most value, merging these data sets appears to be the most appropriate way forward.

Only companies that have already implemented solutions, such as CIAM, will be able to offer their customers the unique experience they expect.

It enables a brand to identify their users and personalise their experience through a customer journey based on their preferences and a relevant – and regulatory compliant – use of their data.