Breaking: taking the physical store experience to mobile retail

Once upon a time, looking for products and purchasing online had been something quite hard to imagine. No one knew whats is "mobile retail".Then, it had turned into a ceremony. Making a cup of tea, switching your desktop computer on, opening the browser, then spending an hour zapping from site to site - not so long ago, this was the customer's typical e-commerce ritual.Nowadays, shoppers often reach for their smartphones and tablets when looking for product inspiration and information instead of computers.Life got faster, so in order to save — or even to kill — time, customers got used...

14 Retail Experts Reveal Their Favorite Shopping Experiences

Day by day, millions of people purchase goods around the world. Whether it's a small shop on the corner, a stand at a local fair, a high street location, a huge mall with hundreds of stores or an online business, the journey we go through impacts our perception. Sometimes, it's a completely neutral experience; just 'means to an end' with nothing specific happening on the way.On other occasions, it can all be frustrating, painful or complicated. Such disappointing moments erode the relationship between the company and the person without any doubt.Then, there are the great moments. Shopping experiences that live on in our...

Click-to-call, live chat, order form – Conversion rate benchmarks revealed

When it comes to e-commerce strategy, many companies are reluctant to invest in ‘extra’ elements such as live help. They want to design a perfect, automated process. They envision how effortlessly their customers will steer their imaginary shopping cart through their polished sales funnel. Then they just wait….and wait...and wait.This thinking perfectly demonstrates the alarming difference between businesses sticking to non-assisted sales and other, customer-centric companies.The latter have already realized the importance of assisted sales - including online and mobile shopping. (Overcoming the barrier that most ...

Why customer experience is the new competitive advantage [INFOGRAPHIC]

The European Commission regularly publishes white papers tackling the most significant business innovation trends that have high impact on the economy and people’s lives. In their recent ‘Customer Experience - Enhanced Customer Support’ report, they've envisioned an exciting new era that will fundamentally shape the future of business.

Customer-centric company revolution: how to stay competitive

In this brand new customer landscape, transformed by forces such as the multi-channel, multi-device customer journey or the need for omnipresent immediacy and advance...