article thumbnail

How to balance customer experience and returns in ecommerce

Martech

When I contacted customer support to initiate a return, I was informed that I needed to email a product specialist for troubleshooting before receiving a free shipping label. Alternatively, I could return the item for store credit but would have to pay for return shipping myself.

eCommerce 120
article thumbnail

7 proven strategies for effective B2B customer retention

Martech

Stevens suggested using data analytics to develop a list of next best products based on the product purchase patterns from the past. Automatic replenishment Changing the right products or services to an auto-ship model makes buying easier for customers. It also lowers the business’s sales costs.

Customer 132
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Customer journey maps: What you need to know

Martech

At each touchpoint, there are things to be done, such as filling in shipping or billing information. Each touchpoint also shows us the emotion a customer is experiencing, such as angst if they’re looking for a shipping update, for example. Don’t worry about AI, predictive analytics and real-time data and analysis.

article thumbnail

Path to Purchase Research: Decoding Your Customers’ Buying Journey

Customers.ai

Tools to Use : Start with platforms like Google Analytics to track site behavior, heatmaps from tools like Crazy Egg to see where visitors engage most, and Customers.ai Behavioral Analytics Tools Understanding how customers interact with your site is the first step to optimizing their journey. The trick is to connect the dots.

article thumbnail

How to understand sessions in GA4

Martech

Understanding how Google Analytics 4 (GA4) tracks sessions is key to making sense of your website data. GA4 tracks sessions differently than Universal Analytics, affecting your reports and insights. Lets explore how GA4 defines sessions, how traffic sources influence session tracking and what they mean for your analytics.

Analytics 108
article thumbnail

Mobile marketing with RCS: What you need to know

Martech

Texts are a popular way for customers to receive receipts, shipping updates, appointment confirmations and, increasingly, deals. Marketers will also have the power to measure behavior in RCS messages, so they will be able to optimize campaigns with mobile analytics. Enterprise use in the U.S. A/B test the elements in an RCS message.

article thumbnail

The age of personalization: How to prepare when nobody’s prepared by Optimizely

Martech

43% say a lack of effective analytics holds them up. Organize your data Earlier, we mentioned 44% of executives noted omplicated or fragmented data is a top challenge, while about the same amount noted a lack of effective analytics holds them up. So, what’s holding them back? 40% say they have difficulty scaling their program.

Shipping 121