Marketing, customer satisfaction and loyalty
Satisfied customers will follow you everywhere
Le Styliste: the conversational assistant who advises you in your shopping
Mar15

Le Styliste: the conversational assistant who advises you in your shopping

We recently interviewed Samuel Sadoun, CEO of start-up Le Styliste, who has created a conversational assistant that advises and guides consumers in their online purchases by providing them with stylistic recommendations adapted to their profile. A new online way of consuming and a new channel for e-commerce brands. Summary Presentation of the company The genesis of the idea Customers and partners The evolution of the assistant Key...

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This startup may have needed a market research before going live
Apr12

This startup may have needed a market research before going live

A Belgian startup, OneHouseStand, has launched an online platform to help businesses and individuals alike rent private places to organize their events. At first it may look like a good idea to enable private owners to make their property available for rent. But is this business idea really worthwhile? A market research may have been useful. What’s the market? In an interview (in French) with national newspaper Le Soir, one of...

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Everything will be purchased online: only those offline businesses will survive
Feb28

Everything will be purchased online: only those offline businesses will survive

What will remain of brick-and-mortar stores in 20 years from now ? Not much. Consumers will adopt online behaviors and will visit physical points of sale on very few occasions : when forced to to enjoy a very special customer experience for the purpose of showrooming when e-commerce is a worse option Here are our predictions on 3 types of businesses which will survive to e-commerce and why they will. luxury sector : the #1 industry to...

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Online market research reveals the #1 factor to reduce showrooming
Feb07

Online market research reveals the #1 factor to reduce showrooming

Showrooming is a massive problem for brick-and-mortar retailers. Customers visit stores but eventually make their purchases online. Operating a brick-and-mortar point of sale becomes more and more difficult. A scientific research reveals the #1 thing retailers should do to avoid showrooming. And it’s not about price. Showrooming in context and phygitalisation  Showrooming is a symptom of the tug-of-war between the offline and...

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Zalando free-returns policy drives customer loyalty up
Jan29

Zalando free-returns policy drives customer loyalty up

Online retailer Zalando has announced revenues of €4.5b in 2017, up 23% from the year before. Despite a slight decrease of its Ebit (from 5.9% to 4.7%-4.9%), profits before taxes will be over €200m. This is a very solid result for a company that needed huge economies of scale to be profitable. The logistics and supply-chain costs are indeed a major cost center and the free-returns no-hassle policy of Zalando cost them huge amounts of...

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Walmart wants to deliver you IN your home
Oct18

Walmart wants to deliver you IN your home

It should be always easier for people to order online, and in particular the delivery should be a smooth experience. Market researches show that delivery is actually a real pain point and the source of many complaints (delivery times longer than expected, nobody at home to take delivery of the parcel, …) In a attempt to do a thorough market research back in 2014-2015, we reported the huge progresses made by the logistics sector...

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DHL, Amazon and Audi partner to revolution the supply chain
May20

DHL, Amazon and Audi partner to revolution the supply chain

If you are in e-commerce, you know that delivery is a crucial part of the customer experience. If you want your clients to be satisfied and to repurchase from your site, you’ll have to make sure the delivery runs flawless. Yet, flawless delivery (on time) is not enough anymore : it needs to be free-of-charge and the trend is towards quicker and same-day deliveries. Customers’ expectations are more and more to get their order the same...

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5 points to check that your e-commerce website fulfils newest French law
Mar25

5 points to check that your e-commerce website fulfils newest French law

Dear webmaster and e-merchants, some changes are needed on your website if you do e-business in France. The Hamon bill must be enforced to avoid customer dissatisfaction ! Are you aware of the changes ? If not, reader further … you may get a few surprises. General Terms and Conditions The customer now has 14 days (instead of 7) to step back and renounce to a purchase. Returning goods is a major source of customer dissatisfaction...

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Must-read : interview of a customer satisfaction champion
Dec15

Must-read : interview of a customer satisfaction champion

We are publishing today a very special post. You’ll find below the interview of someone I consider to be a customer service hero, a champion of customer satisfaction. Frédéric Klotz had worked for RueDuCommerce (one of the most renown e-commerce website in France) for 10 years and became known on forums, blogs, social media for his outstanding qualities. He kindly agreed to give us an interview where you’ll learn what he learned in...

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Zalando : e-commerce giant recruits clients offline
Oct17

Zalando : e-commerce giant recruits clients offline

How can you push your organic growth in e-commerce? That’s basically the problem that Zalando is facing. The e-commerce giant is still not profitable and believes that profitability will come with economies of scale, which can only be achieved through recruitment of more customers. But customers are difficult to convince and Zalando must therefore go offline to find them. Two types of consumers with different behaviors This may seem...

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Suit Supply has found a nice way to measure customer satisfaction
Oct06

Suit Supply has found a nice way to measure customer satisfaction

Customer Satisfaction surveys have been popular for decades; Yet the response rate to online surveys is very low if there is no reward. One of the major problem is the time required to answer the survey. People don’t have time. Marketing experts have proposed solutions in the form of one-item satisfaction instrument. In other words you get only one question to answer. The NPS (Net Promoter Score) is a good example of such instrument...

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Online gambling : how has the market evolved since the opening of the market to competition?

On May, 13th 2010 the law was passed to open the market of online gambling to competition. Two years after, how does the market look like? Prior to that date online gambling was forbidden in France and gamblers using Gilbratar- or other exotic countries-based websites were in complete illegality. After May 2010 numerous new actors popped up and everyone was expecting hard times for the old and venerable PMU, which had the monopoly of...

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Delhaize seems to be happy about the results of The Cube barcodes scanning campaign
Nov26

Delhaize seems to be happy about the results of The Cube barcodes scanning campaign

When Delhaize launched The Cube earlier this year we were warning that it wouldn’t be as successful as expected. However in a recent press release Delhaize said it was a success and that online sales increased 22.6%. So in the end, who tells the truth?   As we explained in our post Delhaize got its inspiration from Tesco in South-Korea, the online sales of which had increased 130%. As you can note there is already a huge gap...

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Another great example of customer experience: the Kindle packaging
Jul04

Another great example of customer experience: the Kindle packaging

Let’s continue the series we started on great packagings which improve the customer experience. This week let’s turn our attention to Amazon Kindle’s packaging. Guaranteed “100% frustration-free” it has been designed to make sure you start using the product within 10 seconds of receiving it. Interestingly the packaging is a pretty complex product in itself, combining classic cardboard with a one-piece...

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Google educates to better recruit customers
Nov04

Google educates to better recruit customers

Sometimes it’s hard to recruit new customers and firms are looking to convince existing “non customers”. This is what Google does when they organize training sessions on Adwords for entrepreneurs and SMEs. I guess their market studies have revealed some psychological barriers to start advertising on Adwords and that once you started it becomes an habit and generates a regular revenue stream for Google. Why not under...

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Happytohelp …
Sep05

Happytohelp …

Sometimes a post doesn’t need to be that long. I just came across this error message and loved the email address. I hope it wil inspire...

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A bad e-commerce website is the best way to miss sales
Jul28

A bad e-commerce website is the best way to miss sales

Among the websites which irritated me in the last few months, Vert Baudet may well come first. Vert Baudet is a company specializing in baby cloting and children’s wear. The brand belongs to the RedCats group which also owns La Redoute. I will not go into in a detailled usability analysis. I’ll just focus on one particular feature that really annoyed me and eventually drove me crazy. After I ordered two items on the site...

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Do you know Archiduchesse
Oct13

Do you know Archiduchesse

Just like Michel & Augustin (whom I’ll meet in a few weeks), Archiduchesse is also a brand that receives much attention currently thanks to its products, 100% Made in France men socks. Archiduchesse is a pretty good example of a brand which was built entirely on Facebook-generated word-of-mouth (WOM). The owner of the company (Patrice …) applies a participative model and even shares the evolution of his turnover with his fans,...

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On simplicity
Jun16

On simplicity

I was discussing with Ian Grant (Glasgow), Aidan Kelly (London East) and Björn Asmussen (Oxford Brookes) a previous post I published in French on the idea of simplicity. I was arguing that firms should take ease-of-use and soberness into account in their processes and design. Of course I had no real results to prove my point and it was merely an assumption, kind of intuition. I can’t really say whether my fellow EMAC colleagues agreed...

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