Category Archive eCommerce

Personalized Customer Service – The key to win the Millennials!

Personalized Customer Service – The key to winning the Millennials – The Digital Tipping Point

Close to 80%, customers would like to be served by a person/human while it comes to customer service, says latest research done by Verint across more than 24,000 consumers and 1,000 businesses across 12 countries. The key to winning customers is to maintain a human touch in today’s world. In other words, the digital era that is running after artificial intelligence and automation need balance right between human and digital customer service. The survey says that 79% customers want direct person contact to remain part of customer service and 74% of customers do not like to associate with companies that do not provide a contact phone number on their website. 65% of the customers feel they receive better service when speaking to a person on the phone or in-store. Hence Customer support with human touch plays a key role in the success of the venture.

Watch the video here

With Black Friday and Cyber Monday over, are netizens happy with the holiday shopping season?

With Black Friday and Cyber Monday over, are netizens happy with the holiday shopping season?

Compared to previous year, the holiday shopping after the Black Friday and Cyber Monday is a huge success. But are your customers happy with the shopping experience?

Radial team has done research on this topic and they have created a fantastic infographic on describing the modern-day consumer and their expectations of this extremely busy and tight online shopping period. They named the infographics as Holiday Shopping Spree!
Key points to watch:

  • Even tough close to 81% of Customers go to competitor website on out-of-stock event, still you have 19% customer loyalty which is a great sign.
  • It is good to have retail local store for customer to purchase / pick the products since customers prefer in-store pickup to avoid shipping costs and delays
  • Need to have clear shipping and delivery strategies and efforts to put in to educate customers
  • Ask customers to experience the shipping and delivery option by highlighting the USP to reduce customers contacting call center and to create brand loyalty
  • You need to have strong Fraud Detection and Management team to act immediately on fraud payment and to avoid genuine customer blockage.
  • With close to 23% people opt for speedy shipping irrespective of the shipping cost, opportunities to innovate delivery options exists.

Given below the complete infographics, which will give a holistic picture of the holiday shipping market.


With Black Friday and Cyber Monday over, are netizens happy with the holiday shopping season?



Source : ecommerceexpo and radial

eCommerce market in India [Infographic]



In 2009 India’s eCommerce market was about $3.9 billion. There has been a steep growth thus far and the market value climbed to $12.6 billion in 2013. Retail segment has recorded US$2.3 billion worth in 2013 out of which India’s travel eCommerce market share was about 70% followed by Electronics and Apparel.

Google India has predicted the online shoppers and eCommerce netizens will reach the 100 million mark by end of the year 2016. As per Internet and Mobile Association of India, India’s eCommerce industry will reach US$ 30 billion by December 2016. Digital India is expected to generate US$100 billion retail revenue by 2020 out of which 60% will be from Travel industry followed by fashion eCommerce and retail. eCommerce market in India is growing by 80% YOY and the major contribution is from mobile phones.


The beautiful infographic from Coupon Hippo explains to us how India can become the next big player in eCommerce, abstract as given:

  • Travel will increase significantly than predicted
  • Tier 2 and 3 cities should more focus on digital infrastructure and education.
  • Seamless payment options need to be introduced for Mobile customers
  • More Mobile applications to be developed to support retail
  • Cyber Security and Fraud management should be looked at the global level.
  • Retail too will grow more than the prediction
  • Women’s purchase power will also increase due to more accessibility options




Source :, Google and Wiki

iCustomer – The Generation-C evaluation

A recent article was written by Brain Solis – “Mobile is eating the world”, a new generation has been specified and named as Generation-C or iCustomer. The concept of iCustomer or Generation-C has been evolved from a research which Google has done sometimes back in 2015, May. Google revealed that mobile search had overtaken desktop search in the research. The study reveals that that mobile consumers look at their phones on average 1,500 times each week and they spend 177 minutes on their phone each day. With every pinch and zoom, touch and swipe, people are rewiring their brains to find, process, and act in mobile worlds. And as they do, mobile users are learning to expect that every business look, feel, and operate just like their favorite apps.

The Generation C or iCustomer is not a generation defined by age, income, education, or other demographics. This is a group that’s defined by a digital, mobile, real-time, always-on lifestyle.

To know more about the Generation-C or iCustomers, we need to look at the behavior and habits of this generation. Among their daily mobile habits, they:

  • Deposit checks by taking pictures on their mobile device.
  • Travel using mobile boarding passes.
  • Get from point A to point B using Uber or Online Taxi Services.
  • Research online to purchase in-store (Webrooming) and research in-store while shopping online (showrooming).
  • Date via mobile apps.
  • See which friends are near them at any moment using geo-location services.
  • Think of smartphones as TVs and on-demand content as new TV shows
  • Visit YouTube to find videos of product demos, how-to information, customer experiences and reviews, alternative product use cases, and so on.
  • Use apps to find local favorites for restaurants, services, and goods, then visit Yelp or other review sites to gauge peer experiences.

Mobile devices and apps are introducing new capabilities hence we can observe new behaviors and expectations among iCustomers. Searching and making decisions about brands and making purchases is rapid fire, happening in micro bursts dozens of times each day.

The mobile consumers have created their own decision-making journey because today’s desktop-process-turned-mobile is outmoded and filled with friction. Hence its high time to move away from the traditional way of desktop-process-turned-mobile and think about the connected generation purchase journey for the improvement of business. That means you need to think about the Generation C or your iCustomers and create products, services, and experiences that are “born digital” and “born mobile” without legacy PC philosophies.

Brian Solis have described four ways marketers need to rethink customer experience management to deliver mobile-first experiences for Generation-C customers, they are :

  • Mediumism is not the message
  • Mobile experiences comprise many real-time micro-moments
  • Brands must rebrand for a mobile audience
  • Map context-driven, mobile customer experiences

Concluding, start first studying your consumers’ behavior, expectations, objectives, preferences, and values. Then you must study the role technology plays in all of this and how they interact with other companies. Doing so unlocks innovation in user experience and ultimately every aspect of engagement, from product development to marketing to service and support to customer relationship management to corporate culture. When all of these experiences add up, a brand is not just created, it’s co-created through the experiences you design and the experience people have and share.

Mobile, social, and the real-time web have changed everything. The good news is that brands that learn, adapt, and engage will earn relevance and loyalty. All it takes is understanding customer context, intent, and desired outcomes to add value to each mobile-moment. So watchful and transform your industry technology to meet Generation-C expectation and iCustomer needs.

Brian Solis is globally recognized as one of the most prominent thought leaders, keynote speakers, and best-selling authors in innovation and digital transformation. You can find the full version of the ebook on “Think With Google” resources or you can get in touch with me, I can provide the same as on request.

The Customer Journey to Online Purchase – Digital Marketing Channel influence!

Recently Google has crafted the “Customer Journey to Online Purchase” nailing the behavior of netizen on Internet for various sized companies (Small Medium and Large) and categories (includes FMCG, Travel, Banking, etc) for 8 different (The US, The UK, Australia, Brazil, Canada, France, Germany and Japan) regions.

The methodology Google has used is reading the analytics data flowing through the Google Analytics platform of various companies and convert them into actionable data insights. The fact of the matter is, even though you have secure access to your analytics data on Google analytics, still Google has access to the data flow and anytime they can use your analytics data for research and optimization purpose.

While Paid Search and Organic Search assist the interaction of the online purchase funnel in Electronics and Computer market in “The UK” Email, Display Advertisement and Brand Paid Search has significant influence in the purchase funnel. Given below the Online Purchase funnel for Electronics and Computer category for UK region for a Small-sized company.

Online Purchase funnel for Electronics and Computer category for UK region for a Small sized company.

Online Purchase funnels for Electronics and Computer category for UK region for a Small-sized company.

(Channels to the left tend to play an early and assisting role in the typical sale, while channels to the right are more likely to be the last interaction before a purchase.)

While the Small sized company heavily depends on Email, Display and Brand Paid Search for their ‘Last interaction’ influence on the Online purchase; Social plays vital role along with Display Marketing for Medium sized companies in “The UK”. Whilst “Brand Paid Search” also influence the customers, Email and Referral channels are in “Assist Interaction” on the online purchase funnel. Starting the assistance of Online purchase with Organic Search, the most effective channel is Direct Customer”. Given below the illustration of the Online purchase funnel for Medium sized Electronics and Computers company.

Online purchase funnel for Medium sized Electronics and Computers company.

Online purchase funnel for Medium sized Electronics and Computers company.

When we look at large sized company in the UK, the Online purchase funnel starts with “Display Campaigns” as the ‘assist interaction’ for online purchase; Referral, Email and Brand Paid Search are the significant channels to concentrate on “Last Interaction” on the purchase funnel. Whilst Organic search and Paid search plays a little less influence in the purchase funnel, Social channel has become the strong support channel. We can see Direct channel plays the vital role here as well like for other sized companies. Given below the purchase funnel for large sized business conglomerates.Given below the purchase funnel for large sized business conglomerates.

Given below the purchase funnel for large sized business conglomerates.

Almost all categories and sized business, ‘Direct Channel’ is the most powerful and influenced channel in the purchase funnel for ‘last interaction’ and Organic Search is the essential channel in ‘assist interaction’ in the funnel.
Online Marketers can make use of this great insights to create their marketing plans based on their regions, unfortunately, Google has not provided Online purchase behavior insights for Asia content, especially for emerging markets like India, China and UAE.

You may visit the tool page on Google site @

Build your Brand Online

Your ebusiness would have many competitors, however, “your brand” can help you stand out in the competition. People shop and buy from people they like, likewise they also buy and shop from brands they like. We at CS eCommerce Consulting, provide consultation to help you build your online brand.

Digital Marketing Consulting

Digital Marketing is the key for the success of any eCommerce venture. Any eCommerce website need a robust digital marketing strategy to achieve the goals. We at CS eCommerce Consulting, provide integrated marketing plans & strategies for your venture to align the business goals. Our expertise in digital marketing field will provide the expert advice and the right mix of channels for marketing.

Optimizing Existing Ecommerce Sites

We will analyse your existing eCommerce website aligned with your ebusiness strategy and provide consultation to achieve your goals. We will also provide the integrated marketing plan and strategy you need to implement for the success of your eCommerce venture.


Developing new eCommerce website

In today’s digital era netizens expects seamless and personalized online shopping experience through any device they choose. We provide complete guidance and consulting whether you are planning to rebuild your existing ecommerce website or if you are looking to start your venture into ecommerce.


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