E-commerce trends in 2017

One of the most important international retail organizations, the NRF (National Retail Federation) represents US retailers and other retailers in more than 45 countries. One of the projects led by the NRF is the NRF Tech Forum.
The event focuses on management and information technology (IT) professionals, the development of educational programs and the promotion of discussion on issues of relevance in the area. Among this year’s speakers at NRF Tech is Gene Alvarez, vice president of market research at Gartner. His lecture “Preparing for 2020 – How the Technology Industry Will Serve Retail and Sales,” Gene makes a pretty cool comparison between technology and retail. Below is a summary of the talk and the main market trends explored by Gene:

Trending Explosion

Organizations must be ready for anything, but from Alvarez’s point of view, retailers need to do more – and they need to do it fast. This urgency, he explains, is motivated by the speed of technological development.

Ten years ago, there was no Facebook, Twitter, iPhone, Instagram or Google Wallet and there was the “Internet of Things.” The high speed with which these technologies bombard us, says Alvarez, creates the need for retailers (and others) to make new approaches and planning.

Historically, the industry tends to walk in a linear fashion. Innovations happen – the internet, social media, the explosion of the use of mobile and mobile devices – and many others, retailers look for ways to incorporate this into their business.

They adopt a website, then a fan page on Facebook, develop a mobile strategy. They tweet. The problem is that with these new approaches, says Alvarez, the tendency is for a linear path to occur. They occur at the same time and affect each other. “Trends,” he says, “emanate ideas. These ideas clash with other trends and create opportunities. ” When they are properly aligned – for example in the case of mobile and social networks and the big data – new opportunities are created.

What is buying the internet?

For some people, shopping over the internet is a great convenience; for others, it is a tremendous one of an addiction. There are those who can not spend a week without buying something on the web. You have to be careful not to throw money away. Before making any purchase, it is convenient to meditate on the need, observe the prices offered on the foreign sales sites, check the opinions of those who already have the product and pay attention to the value of the freight, since, in certain cases, the addition of this item can raise the final price considerably, making online shopping at a disadvantage

Strategies for customer loyalty in e-commerce

We already know that e-commerce is a booming business worldwide and that, if well planned, will certainly bring the desired return to its investors. A fundamental part of this planning, however, ends up being overlooked by many: the post-sale. Many virtual entrepreneurs are concerned with attracting the buyer and finalizing the order, but they forget that they should invest in the loyalty of those who bought their products.
Conquering customers is a lot of work, really. You need to invest in SEO, email marketing, be in the price comparators, among other strategies. So why waste those who were conquered? There are many ways to get future purchases from a newly acquired customer. They say that the good child at home makes it, and this is absolutely true in e-commerce, because those who have a good experience in an online purchase, will treasure the name of the store. But how to provide good experiences?

The first thing to do is to become aware that the service makes all the difference. Forget the primitive idea that just put the website up and deliver the products. Make available as many service channels as you can. In addition to increasing customer confidence, this measure facilitates negotiation of eventual exchanges. At the same time, attention should be paid to social networks. Customers choose the most convenient form of contact. Be prepared to serve them.

Another factor that helps a lot is to send a discount coupon along with the first delivery. Of course the person can lose this coupon, but it is at this moment that comes the attention of the seller. It is important to restrain reminders to the customer’s email box to remind you of the benefit. Sending dozens of messages a week does not help at all. Quite the opposite. Your brand ends up falling in the spam box and you can say goodbye to that consumer. Use this tactic wisely. Seduce people based on their latest purchases. For example, if a person has purchased a TV, offer a discount on the purchase of a home theater device.

Of course the discount needs to be worth it. R $ 5,00 or R $ 10,00 do not trust anyone. If you do not want to lower your profit margin so much, that’s okay. Offer free shipping for the next purchase. It is a ridiculous value to sellers, but it makes a big difference to who is buying. The promotion must have a validity, so that the person bother to lose the opportunity. This increases the effectiveness of the action.

But the most important thing is to ensure delivery in the right way. Eventually, the need to exchange goods will arise. In that case, never create obstacles. A customer that can make merchandise exchanges without difficulties not only re-buy, as indicated by e-commerce. Toasts are always welcome and activate the sympathy of people. In short, any attitude that shows that you are a careful and thoughtful entrepreneur will add up points for new requests.