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CRM Data Driven Channels In the News UK

Waitrose boosts CRM with instore targeting plan

myWaitroseWorking alongside the MyWaitrose programme, Ecrebo’s marketing platform will allow Waitrose to send targeted offers and messages to its customers, based on the products they have bought.

The offers will be handed to customers instantly at the till via coupons printed alongside their receipts.

Waitrose said the technology will complement and extend the channels through which it talks to customers, including its loyalty scheme.

Offers and rewards in CRM strategy

As well as providing shoppers with money-off rewards tailored to their shopping habits, Ecrebo’s platform will give consumers offers within new and relevant product categories and provide them with recipe suggestions.

The partnership, which will form part of Waitrose’s CRM programme, follows a successful trial during 2015.

Waitrose customer loyalty manager Sam Winterson said: “Rolling out Ecrebo goes down as one of our smoothest IT implementations to date. We’ve been particularly impressed with the instant flexibility of the software which allows us to deploy or change promotions in a matter of minutes.”

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Content Marketing Data Driven Channels Global Insight UK

Driving content performance means working all the angles

James Brooke explains how simultaneously improving the reach, quality and agility of digital content performance is vital to retail sales performance – something few retailers have got to grips with.

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Americas Data Driven Channels Europe Global Mobile UK

Mobile loyalty cards to reach 3bn by 2020, doubling over five years

Loyalty cards linked to mobile apps experience rise in activity rates.

The new research, Mobile & Online Coupons: Redemption, Loyalty & Consumer Engagement 2015-2020, found that brands and retailers are increasingly responding to consumer demand for mobile integration, with many now offering customers the opportunity to store their loyalty cards within a dedicated digital wallet.loyalty marketing

Crucially, the research argued that the improved targeting and personalisation made possible by digital coupons was leading to greater activity rates, thereby resolving a key failing of traditional schemes where the lack of relevant offers had resulted in a downturn in usage.

Loyalty cards – digital integration

However, the new research found wide variations among retailers and other reward card providers with regard to the extent of digital loyalty integration. In the UK, it observed that around 40% of Nectar card holders had acquired the loyalty app by late-2015, but less than 4% of Tesco Clubcard holders. It found a similar disparity between US retailers Walgreens, where 61% of card holders had linked their card to an app, and Target which had only 27% of cardholders linked.

Research author Dr Windsor Holden said: “These disparities are likely to result from a number of factors. While in part they may reflect the level of satisfaction with the app and/or the features it offers, they may also be attributable to a greater degree – or greater success – of retailer marketing of their digital loyalty options.”

The research warned that retailers that did not offer mobile integration were likely to have far lower levels of visibility on consumer activity. As a result, it cautioned that they would be at a disadvantage when seeking to tailor offers and thereby increase the lifetime value of the consumer.

The complimentary whitepaper, Coupons ~ Personalisation Goes Hyper’, is available to download from the Juniper website together with further details of the full research and the attendant Interactive Forecast Excel (IFxl).

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Best practice Data Driven Channels Global

Get personal: making the online user experience as unique as the customer

Robert Yardy tells how to create a tailored online user experience for every individual. The ‘household name’ websites admired by marketers across the digital industry have managed to apply a perfect formula that keeps users engaged for longer and creates a tailored user experience for each and every visitor. The art of only showing users what…

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Data Driven Channels Europe In the News UK

Online retailers bullish as competition intensifies

Online consumerThe confident outlook builds on the sales success of 2015. More than seven out of ten (74 per cent) SME e-retailers increased their sales last year. This is the highest level in the last three years: 58% reported increased sales in 2014 and 49% reported sales growth in 2013.

Online retailers are also confident about their customer satisfaction levels: 63% believe their customers have become more satisfied in the last year.

The most common factor in driving customer satisfaction is on-time delivery, voted by two-thirds (66%) of those surveyed, behind the quality of products (62%) and the price of goods (57%) as key drivers of customer satisfaction.

An easy payment process – particularly important for mobile commerce – leapt up in importance this year. E-retailers now rate the payment process as the fourth most important factor for customer satisfaction, up from eighth place in 2015.

Online retailers’ competition increasing

The overall increase in confidence in the market comes despite 53% claiming competition is more intense this year. Many have already identified new factors for competition this year: the rise of smartphone shopping (47%) and price promotions which lead shoppers to seek out the best prices (44%).

However, the main drivers of competition remain the same this year, with consumers’ price sensitivity and an increased number of websites as the main reasons for increased competition (both at 52%).

To address increased competition and increase sales in 2016, seven in ten online retailers plan to increase the number of channels they sell through: 85% are planning to list on additional online marketplaces. Half of SME online retailers intend to launch their own website.

Royal Mail Parcels managing director Nick Landon said: “Confidence is continuing to grow this year and that technology is playing an ever more important role in the retail world. Technology is influencing how people shop, where they shop and what they define as an excellent shopping experience. Our research shows that SME online retailers are plugged in to the needs of the shopper and they are taking actions to enable them to meet the demands of the discerning online consumer.”

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Best practice Data Driven Channels Global

How to use video advertising to add ‘true’ value to your brand

Tina Judic explores ways marketers can leverage the power of video advertising in their campaigns.

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Case Studies Data Driven Channels Europe UK

Search engine’s out-of-home campaign rolls out UK tram wrap

Travel search engine KAYAK.co.uk has deployed the first ever UK commercial tram wrap on Manchester’s Metrolink, with the European Out Of Home (OOH) ad business Exterion Media. Planned and booked by Blue 449 and Kinetic, the campaign is running across Greater Manchester’s Metrolink network this month and into February, reaching key stops throughout the city centre and…

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Best practice Data Driven Channels Global

Are businesses making the most of social media?

After initially being sidelined as the preserve of consumer marketing, social media has since made inroads into B2B. A new report from B2B market research agency, Circle Research, reveals just how far it has come, and where it’s going next. Andrew Dalglish discusses key highlights from the study.

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Data Driven Channels Europe In the News UK

‘Like me, like me not’ – social media survey shows effect of ‘likes’

The results follow a growing trend for Brits using social media and fashion blogging to drive crowd-sourced fashion choices, with one in seven (15%) of the nation even sharing images direct from the fitting room to canvas opinion, with one third (35%) of tech-savvy girls and boys aged 13 following suit.

This social fitting room has resulted in nearly one in three (28%) Brits spending over two hours choosing an outfit on the high street or (33%) online while we wait for a friend’s yes or no.

With one in five (21%) Brits admitting to taking selfies of their outfits when out, social media’s influence on fashion choices is not just limited to pre-purchase fashion choices. Two in five (43%) confessed they discarded an outfit that wasn’t social-media proof and got fewer than ten likes on Facebook and Instagram.Social Media Computer Key Showing Online Community

Social media sites are now the port of call for fashionistas looking for inspiration, with 43 per cent using Facebook, Pinterest and Instagram to learn about current trends and 38 per cent of men following celebrity profiles for advice.

With two in three (68%) shoppers stating they’d be more likely to buy an item of clothing worn by a fellow shopper, the traditional use of photos featuring professional models is seemingly falling out of favour.

Sharing fashion choices is definitely a young person’s game with those aged 28 deemed the most active social stylistas, following in the footsteps of snap-happy celebrities of the same age such as Rosie Huntington-Whitely, Blake Lively, Michelle Keegan, Ellie Goulding, Lady Gaga, Zac Efron and Drake.

Social media survey shares ‘likes’ for dresses

The most commonly shared fashion items on social media have been revealed as evening dresses, wedding outfits, tops and women’s heeled shoes. Images of dull underwear, granny pants, purses / handbags and workwear the most likely to receive the least likes and be thrown away.

Dr Linda Papadopoulos (pictured), behavioural psychologist said: “These results are unsurprising as, although online shopping is becoming increasingly popular, many of us still rely on our friends’ approval when purchasing new clothes or accessories. The research by Shopa suggests that, as shopping has migrated online from in-store, social media ‘likes’ are now one of the keys to driving purchase.Social media article

“The ease of being able to share a visual representation of the look or style we’re trying to achieve makes it not only easier to reach out for validation, but indeed it also fits in with the norms of social networking; where acceptance of our choices is actively sought out. It’s not surprising therefore that some people are waiting up to two hours for that nod of approval before making a purchase.

“The poll’s findings regarding the fashion habits of those in relationships are also interesting. Clothing is a big part of how we express our identity, so, admitting that we don’t like our partner’s style can be difficult. It’s interesting to see the lengths people will go to, to avoid these tricky discussions, using covert means such as feigning ‘loss’ or going as far as to deliberately ruin something!”

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Data Driven Channels Europe In the News UK

UK spending figures up year-on-year for Black Friday / Cyber Monday weekend

Spending for Manic Monday (7th Dec) and key retail dates post-Christmas were also predicted to rise above last year’s figures.

James Miller, senior retail consultant at Experian Marketing Services, said: “The weekend saw record-breaking spend online in the UK, with £3.3 billion spent online across the four days from Black Friday to Cyber Monday. This year, Cyber Monday saw sales growth by 34% to £968 million, continuing the trend for massively growing spend and showing that consumers have fully embraced this online shopping phenomenon.

“This year, retailers have stretched Black Friday and Cyber Monday into a longer period, with many offering deals across the week running up to Black Friday and continuing to reduce more products on Saturday, Sunday and Cyber Monday. In future, this nine-day period will become a key phase which very much kick-starts the Christmas shopping season for those relatively well-off families who have busy lives and want to get their purchases in early and delivered before Christmas – retailers will also appreciate the opportunity to spread out the event to maximise their campaigns via email and social media.cart abandonment

“Retailers still have more opportunities to reach customers in the run up to Christmas, with Manic Monday on 7th December representing the time when consumers look to order gifts to ensure they receive them before Christmas, before the traditional Boxing Day sales begin. With logistics companies working hard to fulfil orders placed over the last four days this is a crucial time, with missed deliveries costing both money and consumer patience.”

The full breakdown for spending across the Black Friday weekend was:

Black Friday: £1.1 billion (£763K per min)
Saturday 28th: £561 million (£389K per min)
Sunday 29th: £676 million (£469K per min)
Cyber Monday: £968 million (£672K per min)

Predicted spend for the remainder of the retail season:

Manic Monday (7th Dec) – £733 million up 10% yoy (£666m)
Christmas Day (25th Dec) – £728 million up 11% yoy (£658m)
Boxing Day (26th Dec) – £856 million up 22% yoy (£699m)
New Year’s day (1st Jan) – £638 million up 33% yoy (£478m)