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Ecommerce

  • How safe is flying…on your credit card?

    Air travel may be statistically safer than other forms, but what about the transactions that surround it? According to Airports Company South Africa (ACSA) figures, over 9.5 million passengers bought tickets for domestic flights in 2014. In this August alone – the latest statistics available - the number stands at more than 743 thousand. International Air Transport Association passenger numbers are predicted to reach 7.3 billion by 2034, more than double that of 2014 and 2015. China, with 856 million new passengers, is expected to overtake the US (559 million) in volumes with India (266 million), Indonesia (183 million) and Brazil...

  • Retail leading the pack in digital transformation

    As the physical and digital worlds continue to merge, it is becoming clear that as a retailer it is all about that providing the consumer with that consistent brand experience to strengthen that relationship and help them in their path to purchase. That was the consistent messaging at the recent World Retail congress in Rome. Retail is possibly one of the only sectors where physical and digital services go hand in hand. While the old world of traditionally retail is based on in store and catalogue based promotions, and above the line advertising, there is also the expectation that today’s...

  • Next-level personalisation for super-effective email campaigns

    Personalisation. Everybody knows they should be doing it, but no-one is. That’s not an exaggeration: 94% of companies say personalisation is vital to current or future business success. But… Only five percent of companies are doing it! That’s a pretty big disconnect. And it explains why so many email marketing campaigns stumble and slow, and why lists decay as subscribers lose interest in the same content. Where’s the explanation? Partly it depends on what you mean by personalisation. Factor in sending emails that run “Hi , Just wanted to check in with you about your recent purchase of ,” and we’re looking at the 60%...

  • Let’s get personal: what you need to know about CEM in ecommerce

    The days where it was possible to rule the ecommerce roost by virtue of being the only players in the market are over. In the last year or so, the ecommerce market has exploded. Today, customers have more choice than ever, which makes them much more discerning as to who they do business with. This has led to many companies having to adapt their customer engagement management (CEM) strategies to an evolving ecommerce environment. Unlike brick-and-mortar stores where there is a face-to-face element to customer service, ecommerce stores can only build relationships through computer screens. This makes every aspect...

  • Forget contactless, this is how we’ll pay for things in the future

    For decades, it was cash, cards and checks, but the way we pay has evolved massively in recent years. Internet shopping brought the high street into our homes, mobile payments put power in our pockets, and contactless cards make transactions as simple as 'tap and go'. What's next? It probably comes as no surprise that we expect the smartphone will continue to replace the wallet through apps like SnapScan , but other more out-there payment methods are emerging too. Here are a few trends that could take hold in the years ahead. Biometrics We can already use our fingerprints...

  • 7 fast facts about the South African ecommerce space

    While most of us take for granted the ability to buy and sell goods online, ecommerce still has a long way to go in South Africa. As a concept, ecommerce has been around for 21 years and in 2014, the industry globally accounted for US$1.5-trillion in sales, and it is expected to top US$2-trillion by the end of 2015. In South Africa, the space is still relatively small, with a value of between R6-7 billion. Right now it accounts for one percent of the country's retail sector as a whole. What that means is that there's immense potential for...

  • (E)commerce: 5 ways the future of consumer retail is already here

    The next generation of shopping experiences is not an abstract idea - it is here. Customers are ready. They’re increasingly tech-savvy, they’re demanding personalised experiences and the world at their fingertips. Retailers still thinking that (E)commerce is separate from physical business are getting left behind. There is no longer a separate channel, ‘bricks-and-mortar’ versus ecommerce divide when customers are online all of the time. 1. (E)commerce is not a disconnected business entity South African (E)commerce as a percentage of total sales is still tiny: only about 0.8% or R4-billion in 2014, according to World Wide Worx. Many corporate leaders could look...

  • 6 UX design trends online retailers should be aware of

    Focusing on your ecommerce website’s usability always adds a competitive advantage. Consumers today prefer the sites that provide the best shopping experience. According to a report published by Bigcommerce, the global B2C ecommerce market is likely to hit record growth with the revenue of almost US$2-trillion in 2015. With a market that offers such huge potential, it is only normal that online retail industry is trying best to appease the customers by providing the best possible shopping experience. But the question is: How to do it? Following the popular UX design trends is one way of doing it. Here...

  • Is biometrics the answer to secure and easy online payment?

    Growing cyber risk has ushered in the need for watertight methods of protecting personal data. According to the South African Fraud Prevention Service, identity theft is costing the country at least R1 billion per year and has increased by more than 200% in the last six years. Demanding and tech-savvy users continue to exert extreme pressure on companies to solve the convenience versus security conundrum. This is where a seamless customer experience and data security intersects. In today’s mobile world it is increasingly important to have secure, on-the-go authentication. As a result, many experts feel that biometrics offers the best hope. A...

  • 3 instances of ecommerce becoming ‘enabling’ commerce

    If there’s one thing that nearly every economy in the world has in common today, it’s the love of shopping. Shopping drives our consumerist society. With online shopping, a full-fledged consumerist lifestyle is just a click of a button away. Online retail is all set to touch US$1.3-trillion in worldwide sales this year. From meagre single digit market shares just a few years ago, ecommerce now boasts more than 15% of the total retail market share in the UK and a 12.7% share in the US. Ease of shopping, secure payments infrastructure, improved shipping and delivery, and most importantly, the...

  • India’s ecommerce giant Flipkart introduces social network feature

    India’s ecommerce company Flipkart has introduced a social network component to its app. The social network component is called Ping and it allows users to have a real time conversations with friends and help each other on what to buy. Ping allows users to drag and drop drag and drop products or offers directly into conversations, share their screen so that you can browse together, ask friends what they think and get instant feedback and share products directly from your cart, wishlist, camera and gallery. Using Ping, users can share pages of the items they want to buy with friends. Read...

  • Mobile, online transactions to reach 125bn annually by 2018

    The world is set to see an explosion in the number of mobile and online transactions, growing to 125-billion in 2018, an increase of 60% from this year's total. That's according to a new report from Juniper Research, which says that medium term growth would be driven by a variety of factors including a rise in “commuter commerce” (on-the-go purchases) which would itself be fuelled by greater deployments of Wi-Fi and 4G connectivity on public transport. The report also observed that digital transaction volumes would be further bolstered with the continued transition from physical formats (such as DVDs and...

  • 8 essential things that customers are looking in an ecommerce site

    Unlike brick-and-mortar retail stores, eCommerce websites do not offer the tangible experience that customers experience from retails stores. Hence, they pose additional barriers to conversion including lack of sales representatives (the human touch), trust and authority (customers cannot see the real store), and fraud and online transactions, to name a few. Hence, when a customer visits your eCommerce website, they look for the following eight things: 1. Fast loading time Nobody likes to wait in line for a sales person to welcome them to their store and address their queries. The loading time of your eCommerce website and all of...

  • Omnichannel strategies: what you need to know before implementation

    There is no doubt that omnichannel matters for contact centres today. Channels other than voice are becoming increasingly important to the customer experience, with the use of new channels such as web chat, social media and SMS, for example, growing rapidly and going mainstream. Across South Africa and globally, forward-looking contact centres are looking to incorporate additional channels in to their contact centres. However, some are labouring under the misconception that additional channels can simply be plugged into existing infrastructure and managed in isolation. Doing this can add complexity to contact centre management, and could even down grade the...

  • Your new shoes are in the mail: how tech has changed customer service

    The invention of the telephone really was the beginning of competitive customer service. Telephones saved us from spending the morning away from work trying to resolve an issue that shouldn’t have been there in the first place, and opened up the gates for efficiency in post-sales service. It was a revolution for customer service that would, years down the line, become a medium used by market-leading brands to instill loyalty and love around a seemingly unlovable object; a company. The Madmen-era of marketing in the '60s brought about call centres and soon these outbound sales machines began to become...