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Thunderhead has just published a report that delivers the results of a survey that it took to try and discover how long a customer takes to recover brand loyalty after a single bad customer experience. The top level findings indicate that consumers can take up to a year to reach the same level of brand loyalty, once they have experience a single bad interaction with a company....
Jeff Domansky's insight:
Not to mention the dozens of friends, family and others that get told about the bad experience.
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PNo industry has been more transfigured in the past year than retail. Stores now behave like websites, tracking customers as they browse. American malls have pretty much died (but maybe on their way back to life). And in some parts of the country you can have your milk and eggs home-delivered along with your new iPod on the same day. Those who lead the field strike the right balance between physical and digital, experience and affordability, convenience and quality....
Jeff Domansky's insight:
Fast Company looks at 10 retail innovators online and offline. Great lessons for business of every size.
Brooke Lindell's curator insight,
May 19, 2014 9:12 PM
This article lists the 10 most innovative companies in retail and on the list are companies such as amazon.com for 'leaving it's competitors in the dust' with it's free 2 day shipping with prime which made the company grow by millions, it created same day grocery delivery business in certain cities and also! Delivery on sundays with its partnership with the US postal service. They also talk about J.Crew being basically the clothing brand of America, combining run way looks with middle class prices, in 2013 their revenue grew by 10% which many people credit to the partnership of CEO Mickey Drexler and Jenna Lyons, president and creative director. 
Kaitlyn Gregg's curator insight,
November 5, 2014 3:16 PM
The most innovative companies are identifying their customers needs and potential needs, such as Amazon pushing past 2 day shipping to Amazon Fresh. Another cool example is the retailer identifying the cultural needs of their Spanish customers. 
Megan Kraft's curator insight,
November 5, 2014 3:54 PM
Everyone knows Amazon excels in retail innovation, but there were a few companies on this list I had never heard of, and some I was surprised made the list.
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Since you can't link on Instagram, surely it can't be used to sell, right? Think again. In this article, you'll learn about the ways to sell on Instagram. Did you know that an entire e-commerce ecosystem was building itself in Kuwait thanks to Instagram? From comic books to sheep, these entrepreneurs are banking on Instagram’s popularity in the Middle East to develop their own businesses. Even more interesting is that Kuwaitis aren’t the only ones leveraging Instagram to develop an e-commerce activity. Entrepreneurs, artists and brands alike are using the photo and video sharing platform to get their products out to the World. But since there’s no possibility to add click-through links on Instagram posts, how are these people selling them? Well, several applications exist to help sellers score almost direct sales via Instagram....
Jeff Domansky's insight:
Potential win. Retailers and marketing alert.
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As consumers grow more accustomed to speedy online deliveries, eBay is hoping to exceed consumer demand. To accomplish this, the auction giant just acquired Shutl, a marketplace that uses a network of couriers to deliver local goods on a same-day basis. According to Devin Wenig, president of eBay Marketplaces, consumption on the auction network has shifted strongly toward local purchases, probably as a result of eBay Now, a service released last October that lets shoppers order products from local stores and receive them in as little as an hour. “Today, approximately 75 percent of what people buy is local, found within 15 miles from their home,” said Wenig. “Traditional retail isn’t going away. But it is transforming, and that creates enormous opportunity within the $10 trillion total commerce market.”...
Jeff Domansky's insight:
Deep impact. Auction giant eBay is aiming for same-day shipping to win last-mile race in ecommerce.
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A new study by Twitter and Datalogix has finally brought us data on the impact that online ads have on offline sales. The report? Ads on Twitter absolutely contribute to greater sales in the offline realm. While an internet marketing campaign primarily strives to push the consumer to the company’s website, where the potential for sales lies, this data now shows that online ads are also effective in pushing consumers toward all kinds of brands in stores. This is great news not only for Twitter, but also for marketers who have taken advantage of advertising on Twitter
Jeff Domansky's insight:
Research shows that social media ads drive in-store purchase by consumers as well.
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Back in May, Google announced a partnership agreement with online customer service ratings firm StellaService. The licensing deal is designed to bolster the search giant as the go-to destination for product search. The actual integration has yet to launch, and Google is remaining quiet on any roll-out details. A Forbes report earlier this week claims Google is planing to launch the Trusted Stores initiative with StellaService this fall. A launch in time for the holiday shopping season would be ideal. Google has declined to comment on timing, however. The article also says StellaService data will appear alongside Google Trusted Stores’ check marks in search results, but again, Google hasn’t announced what the integration will look like or where ratings will appear....
Jeff Domansky's insight:
Retailers and marketing should be watching this development closely...
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Customer Experience Management professionals are too obsessed with methodologies of measurement and not enough with making them actionable. Research into customer experience shows that a majority of consumer-facing industries are not rated very positively by the customers. Temkin Group researchers surveyed 10,000 U.S. consumers to come with this conclusion. Amplified Analytics’s analysis of 12,832,246 customer reviews published during the same time period produced similar results, although measured on Social NPS® scale. Temkin Experience Ratings I think most executives would not question the importance of customer experience to long term viability of their companies. The real question is why these companies cannot figure out how to improve it. Don Pepper offers a brilliantly simple answer:“The overwhelming majority of businesses measure their financial success based on current sales and costs, while customers are focused on the customer experience they anticipate....
Jeff Domansky's insight:
Why are companies faltering when it comes to customer service? Seems the problem lies in not getting information that is actionable
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When it comes to selling luxury via social media, some brands are far more artful than others, according to a new analysis of social-media platforms from L2’s latest report. The report ranked some 250 prestige brands across 15 social media platforms. Swarovski is batting a thousand and present on all of them, followed by fast-fashion chain Uniqlo, active on 13. “Prestige brands are present on an average of seven platforms, with 15% on 10 or more,” writes Scott Galloway, professor of marketing at New York University’s Stern School and founder of L2. “Brands are still searching for the right balance between promise and performance and, as costs increase, will likely pare down the number of platforms they invest in.”...
Jeff Domansky's insight:
This research is a must-read for social marketers and the list of social brand leaders is worth noting.
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The retail industry is hiding behind the showrooming threat, but the real problems may run deeper.shopping at a store, isn't really the huge threat to traditional retail that it is made out to be. The ravages of showrooming may in fact be more reflective of traditional retailers failing to provide a good service or experience. In a new BI Intelligence study on "reverse showrooming" — online research that leads to in-store purchases — we discovered plenty of data suggesting that shoppers often prefer to shop in-store, if the right barriers are removed. Here's what the evidence suggests about what really drives people away from shopping in-store....
Jeff Domansky's insight:
Great post that suggests what retailers really should be doing to combat showrooming.
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What do customers want in a multichannel experience and how will technology help deliver it in 2014? Customers don’t always know what it is they want, but by looking at current habits, themes will undoubtedly emerge. Walker Sands has recently surveyed 1,000 US consumers on the future of retail. The results are interesting and give some pointers to retailers hoping to stay on consumer trend for buying habits. Here are the best bits...
Jeff Domansky's insight:
Retailers and marketers take note of these retail trends for 2014.
malek's curator insight,
January 7, 2014 10:56 AM
Is it all about Free Shipping, Free returns and exchanges? 
Craig Jarman's curator insight,
January 30, 2014 6:02 PM
Believe it or not... there are opportunities to compete against Amazon...
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![Friend, Follow, Like, Buy – How Social Media Impacts Shopping [INFOGRAPHIC] | Public Relations & Social Marketing Insight | Scoop.it](https://img.scoop.it/qoH6F35-llJHSEn19pQwSzl72eJkfbmt4t8yenImKBVvK0kTmF0xjctABnaLJIm9)
Shares on social media create shoppers. But not all social shares are created equally. Via Brian Yanish - MarketingHits.com
Jeff Domansky's insight:
Valuable insight into social media impact on shoppers. Many thanks to Brian Yanish for sharing.
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Back in the day when you wanted to buy a new pair of pants, you had to flip through magazines for inspiration, then visit a store and buy the jeans. This process evolved into flipping through a magazine or reading a blog for inspiration, and then looking for the pair of jeans that you want in an online store. Now however the desire to buy something might just strike you at any given moment in time. Therefore, brands need to reach consumers directly – wherever they are, in any context. Your device has become an online portal that takes you one step closer to making the purchase that you are thinking of. Your device is the bridge between physical and digital interaction. SOME argue that the emergence of digital will render physical retail obsolete. Some might even go so far to already proclaim the death of retail. But retail is actually more alive than ever. STUDIES even show that in-store digital marketing technologies increase brand engagement and open up new avenues for customer interaction....
Jeff Domansky's insight:
Studies show in-store marketing still works with consumers.
Ashleigh Nicol's comment,
September 25, 2013 3:06 AM
@Leish I like this article also, it displays one of the many ways that technology has changed the way we shop and consume products. With everyone’s busy lives marketing managers have developed new ways to sell their products. I can see the implications of the new development also; retail stores will definitely lose some sales and customers. This may result in the loss of some jobs in retail however, it will save businesses on costs and for some businesses convergence to online sales will save them leasing fees for buildings.
German Grebenyuk's comment,
September 25, 2013 10:16 PM
It is true that retail is really being challenged by online shopping, but I do not believe that it is going to be the end of it - retail will still remain relevant one way or another. In my opinion the highlight of the article was the idea that retails themselves can actually enhance the experience that customers have in their shops with the help of mobile devices. I think there is a lot of potential in real world coming together with the digital world through in-store mobile interactions.
Melika Trott's comment,
September 26, 2013 1:53 AM
As Leish says real stores are certainly having to up their game in order to keep up with virtual ones, that can offer faster and cheaper service. I also agree that a lot of that 'point of sale' will get lost as buyers are now more determined and set on exactly what they want to buy, and are becoming less susceptible to being fooled by clever salesmanship and perception deceiving displays. But I also agree with German here in that I don't think real stores will ever really die out. Despite it all people still like to shop when they are bored because it is a stimulating experience. People enjoy touching, feeling the texture of the products, inspecting the finer details and playing with them, things which you simply cannot do online. And there are some things like jeans and underwear that simply have to be tried on before they are bought. People enjoy trying things on to see how they look even if sometimes they have no intention of buying.
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According to research conducted by Nielsen, we know that 92% of consumers report that “word-of-mouth and recommendations from people [they] know” are the leading influence on their purchase behavior. Only 37% trust search engine ads, and just 24% trust online banner ads. They trust their friends and family the most when looking for brand recommendations. But what types of recommendations carry the most weight? Brands are eager to tap into the power of recommendations, and many companies measure an “NPS,” or Net Promoter Score, which illustrates how likely someone is to recommend a specific brand or company. According to a U.K. study by Fred Reichheld, “a 7% increase in word of-mouth advocacy unlocks 1% additional company growth.” His research also shows that “a 12% increase in brand advocacy, on average, generates a 2x increase in revenue growth rate plus boosts market share” and, conversely, “a 2% reduction in negative word-of-mouth boosts sales growth by 1%....
Jeff Domansky's insight:
92% say word of mouth and family and friends recommendations, count most. What types of brand recommendations carry the most weight with consumers?
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Recent research from the Centre for Retail Research (CRR) predicts that one in five retail stores on the high street will close in the next five years – in addition to the ongoing shop vacancy rate of 14.1%. But there's signs that the future doesn't need to be all about reducing store or staff numbers to boost finances. Many retailers are adapting their model to shoppers’ changing habits and desires - taking advantage of technology to improve the instore experience and improve profitability. In doing so, they may be inadvertently reshaping the role of bricks and mortar shops....
Jeff Domansky's insight:
Retail disruption is being caused by the impact of digital technology and retailers are starting to respond to you strategies.
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The BBC's Jill Martin visits US clothing company Lolly Wolly Doodle, which is helping to lead the way in selling directly through Facebook. As a family-run company with just 160 employees and a funny name, US children's clothing manufacturer Lolly Wolly Doodle (LWD) does not immediately seem like a trendsetter.Yet the North Carolina firm and its owner Brandi Temple are at the forefront of how small retailers are increasingly selling their wares directly through Facebook. Billionaire investor Steve Case, the co-founder of US internet group AOL, is so impressed with LWD and its "Facebook commerce" business model that earlier this year his Revolution Growth fund invested $20m (£13m) in the company. He says that LWD has the potential to be a billion-dollar business.Mr Case adds: "Ms Temple really had pioneered the whole area of social shopping. It's really bringing consumers almost into the design process."For most people focused on e-commerce, social is an afterthought. For her, it's the main event. I think that's unique."...
Jeff Domansky's insight:
Interesting social business case study.
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Brands like Amazon, Netflix, OKCupid, Pandora and Twitter are tracking customers’ online behavior to produce targeted offerings and increase sales. What stats are they looking at and offering as a result, you may ask? This infographic tells all....
Jeff Domansky's insight:
This is a really valuable post for social marketing strategists. It looks in detail at which consumer behaviors some of the major business to consumer marketers are measuring.
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