Despite the worldwide recession, ecommerce continues to build sales momentum thanks to merchant initiatives, growth in the mobility sector and more sophisticated back-end systems, according to a new report entitled 10 Ecommerce Trends for 2010 that we released this week. The report says that online shopping is moving from a transaction mentality to one that also embodies discovery, entertainment and social bonding experiences.
Five of the report’s key ecommerce trends for 2010 include:
A Smarter Mobility:
Smartphone growth with its wider screens and compelling applications will continue to accelerate in 2010. Just as ecommerce sites have contributed to sales in physical stores, we will see more aggressive pushes by mobile applications to drive ecommerce sales. One emerging way will be through Augmented Reality (AR), where information is overlaid on images or video.
Fulfillment Rules:
More retailers will consider regional fulfillment centers because of the volatility of fuel costs and marketplace demand for accelerated delivery times. To minimize inventory, drop shipping from manufacturers will gain traction. Reverse logistics will also be a point of emphasis as recapturing the value of goods not only fits into heightened environmental concerns, but for businesses represents an opportunity to reduce costs, increase customer satisfaction and increase marketing opportunities by offering refurbished products.
Customer Service is Everywhere:
As consumers utilize an increasing number of communication channels – from texting to responding to YouTube videos, their expectations to access information, express themselves, and receive feedback in an immediate time frame, poses a complex challenge that e-retailers are beginning to take very seriously. As a result, Call Centers are being replaced with Customer Experience Centers that deliver consistent superior touchpoints with consumers over a wide spectrum of communication channels.
Being Relevant is Virally Important:
Whether they like it or not, e-retailers are expected and valued as more than suppliers of goods and services. Accordingly, they must proactively take on personalities that their market segments feel comfortable with. This relevancy requires e-retailers actively listen, converse and engage in a variety of areas such as online destinations and social responsibility forums,
Business Intelligence Meets Business Process:
While companies retain a wealth of data, they often lack the capture tools, analytical processes and personnel bandwidth to turn this information into actionable activities. In 2010, there will be a greater commitment to unleash the intelligence residing in data banks to create sophisticated marketing and sales business processes that provide competitive advantages.
Elise Chow, President and Chief Executive Officer of FFP Global in commenting on the report said: “Traditional analysis has suggested that the growth of ecommerce represents a powerful shift to the consumer, because comparative information is readily available at their disposal. However, FFP Global believes that e-retailers are being infused with considerable clout as well through extensive data capture capabilities, influential interactive mediums such as Facebook and Twitter along with the availability of robust outsourced backend services.”
To receive the report 10 Ecommerce Trends for 2010, contact Joe Sarno (508)475-0932 or via email at jsarno@ffpglobal.com
