Tag Archives: customer expectations

How Will YOU Pay for Your Holiday Shopping?

29 Nov

Interestingly, according to a recent survey of 1,000 people, 39 percent of holiday shoppers will pay for their gifts in cash, 32 percent will pay with a debit card, and only 22 percent will pay by credit card. Three percent will pay by check.
Take a look at this Wall Street Journal video to learn more.


A Video Preview of 2016

27 Nov

The Innovation Group at J. Walter Thomson Intelligence has prepared a dynamic video preview of its predictions for 2016 events, as part of its roundup of 100 trends to focus on in 2016. The full report will be published shortly and we will post it here. :-)


Happy Thanksgiving from Evans on Marketing

26 Nov



Do Retailers Offer What We Want During Holiday Shopping?

25 Nov

Predictions for the 2015 holiday shopping season are rather conservative, as a lot of consumers (both in the United States and globally) remain rather tight-fisted with their spending. Despite the improving economy, many people are not overly optimistic about the future.

As Retail TouchPoints notes, retailers will also share some responsibility if their holiday 2015 revenues fail to reach their expectations:

“Recent research indicates that the holidays bring significant mismatches between what consumers want and what retailers are able (or willing) to provide. Although 60% of consumers report that the availability of buy online/pick up in-store will affect where they shop — and an even higher percentage (72%) of consumers want to be able to buy online/return in-store — only 25% of retailers offer these services. And while two-thirds of consumers find online product recommendations helpful, a scant 16% of retailers expect a high ROI from this functionality.”

“See where retailers successfully play Santa, and where they fall into the role of Grinch, with this infographic from Listrak.”



Customer Journey Mapping in a Digital Age

19 Nov

As we have noted before, consumers follow a much different purchasing path than in the past. Millions of U.S. shoppers are “multi-channel,” because they shop in stores, online, and via smartphones.

Knowledge@Wharton and Dell recently collaborated on research about the changes in the shopping process and how to handle them:

“Digital transformation goes deeper than simply improving the customer experience. It is also increasingly used to transform business processes and interactions within a company to keep it relevant in the digital age. ‘Typically, digital is associated only with providing a superior customer experience. But digital can also help create new business models, drive operational excellence, and enhance employee engagement,’ says Raman Sapra, global head of Dell‘s digital business services unit.”


Click the image to access “Customer Journey Mapping Is at the Heart of Digital Transformation.”


Be a Smart Customer: 2015 Holiday Shopping Tips

13 Nov

Every year, I offer a list of holiday shopping tips intended to help shoppers avoid overspending their budgets. Since the holiday season starts earlier and earlier each year, I’m moving up my tips post. According to the National Retail Federation, the holiday season actually started in October.

So, here are my 2015 shopping tips as a checklist [Click the list to see a larger version.]:

2015 Shopping Tips


Bloomberg 2016 Forecasts

10 Nov

About this time each year, a number of well-known, reliable sources produce their forecasts for the  following year.

Bloomberg (via its Bloomberg Businessweek) has just published its “The Year Ahead 2016” issue. Here is a video overview of the year ahead. It is followed by a link to the 50 companies to watch in 2016. Just click the chart to see an online discussion of the 50 companies covered.





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