);
//]]>// >By Jack M. Germain
Online shoppers face myriad basic obstacles, including not being able to complete a purchase transaction.
A survey by customer engagement firm goMoxie shows that consumers struggle to complete basic tasks on retail websites. Most are more likely to abandon the experience or switch to a competitor rather than seek assistance.
The research, based on 1,063 adult consumers across all ages, genders, and regions in the United States, is especially concerning given the challenges many retailers already face as a result of the COVID-19 pandemic.
According to eMarketer, e-commerce sales will climb by 18 percent in 2020 to reach $709.78 billion. That represents 14.5 percent of total U.S. retail sales.
Many brands are revisiting their customer experience initiatives, and are looking into investing in either a customer data platform (CDP) or customer relationship management (CRM) platform. The question is, what are the basic functions of CDPs and CRMs, which would serve a brand better for improving the customer experience, and why?
The Primary Function of a CDP
A Customer Data Platform is a software package that is used to unify transactional, demographic, and behavioral data from all of a brandâs channels, all of which are used to create a persistent, single-person view of each customer. It then makes the customer data available to other systems so it can be used for marketing, personalization, customer service, sales, and customer experience initiatives.
);
//]]>// >By Jack M. Germain
Online shoppers face myriad basic obstacles, including not being able to complete a purchase transaction.
A survey by customer engagement firm goMoxie shows that consumers struggle to complete basic tasks on retail websites. Most are more likely to abandon the experience or switch to a competitor rather than seek assistance.
The research, based on 1,063 adult consumers across all ages, genders, and regions in the United States, is especially concerning given the challenges many retailers already face as a result of the COVID-19 pandemic.
According to eMarketer, e-commerce sales will climb by 18 percent in 2020 to reach $709.78 billion. That represents 14.5 percent of total U.S. retail sales.