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Customer Loyalty is Declining – How Can You Continually Earn Repeat Business?

With ever-steeper competition forcing sellers to work harder for their wins, prioritizing retention is a smart strategy. Unfortunately, customer loyalty strategies don’t always resonate with consumers—which means merchants must think beyond the basics of customer-lifecycle messaging to offer a unique value proposition that sticks beyond the first buy. In their most recent annual survey of eCommerce retailers, technology researcher Forrester found that loyalty has dropped in the past year, with the percentage of customers …
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Artificial Intelligence and eCommerce: Entering this Brave New World
For most merchants, harnessing artificial intelligence, or AI, may seem like too futuristic a goal to add to their 2017 priority lists. But while there’s plenty of hype swirling around such implementations as chatbots and the Internet of Things, the fact of the matter is that ever-more-sophisticated personalization and recommendation technologies are already verging on AI. Merchants should lay the...

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Why the “Real-Time” in RTI is so Important
Welcome to the Kibo blog series about Real-Time Individualization. We invite you to learn about the difference between individualization and personalization in the first of our blog series here. What is Real-Time Individualization? The addition of real-time technologies to drive more individualized experiences is a key part of the modern commerce experience. Customers expect websites and mobile ap...

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Using Texts to Optimize eCommerce Mobile Messaging in 2017
For most merchants, mobile is no longer merely a priority topping a project list — it’s an essential component of their overall growth strategy. As they heed the imperative to innovate, merchants shouldn’t overlook a commonplace, but potentially effective, eCommerce mobile communications channel: SMS (or text) messaging. Mobile’s dominance of online shopping is by now evident. Not only does mobile...

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‘Tis the Season … for Returns: How to Make the Most of It
So far, the holiday season is once again proving a winner for eCommerce, with Black Friday and Cyber Monday online sales both notching double-digit revenue gains compared with last year. But there’s one aspect of soaring holiday sales most merchants could do without: the corresponding surge in online holiday returns. Merchants should begin planning now to minimize returns in the year to come — and...

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eCommerce Personalization During the Holidays
It is true that personalization has historically caused consumers to be chased by promotions and offers that are not relevant to them anymore, especially during the holidays when they are purchasing for family and friends.  This is a perfect example of where the definition of personalization is off — the issue described above is a tell-tale sign of the pitfalls caused by static segmentation – hard...

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3 Ways to Encourage Holiday “Showrooming” in Stores
If there’s one predictable certainty about the upcoming holiday shopping season, it’s that online/offline shopping crossover will continue to grow. Thanks to smartphones, a lot of that cross-channel activity will happen in stores, when shoppers fire up their mobile browsers to conduct product research, check pricing, and look up coupons. While it may seem counterintuitive, merchants should encoura...

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