Email marketers working for ecommerce sites are about to get busier, judging by Retail eCommerce in Context: The Next Iteration, a study from Bold Commerce, conducted by Retail Systems Research, being publicized this week.
For instance, 64% of ecommerce sites want to improve their customer satisfaction score or experience measure as one of the top three metrics they hope to improve. That means you better have your welcome, confirmation and update triggers well in place.
And 58% hope to increase their average order value, a project that demands ever more personalized websites and email. Similarly, 47% hope to improve customer lifetime value.
In general, 90% of retailers want to continuously innovate and rapidly test new customer experiences, but 43% lack the resources to do so.
RSR surveyed over 100 large retailers across verticals, including 75% of those with revenues of over $1 billion earlier this year.
Here are the other metrics cited:
Of course, ecommerce brands face challenges in pulling these things off. Here are the top three business challenges as rated by Winners and Others (thankfully, they don’t call them “Losers” or "Zeros.")
Readers may note that Winners are more likely than Others to face some key challenges. That may be due to the fact that they are simply more aware of these hurdles.
The study describes Winners as those with YoY sales growth of 4.5% or more. Others, obviously, do not make this.
Here’s another way of looking at them. Asked how satisfied they were with their ability to deliver ecommerce innovation with their current technology stack, they answered: