Forrester: Online retailers lagging with social media marketing - twitter, Online Retailing in Australia 2010: Marketing, Merchandising and Customer Service, iPhone, Forrester, Facebook - ARN

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Social marketing can yield lucrative business conversions, but online retailers are still in the early days of adoption, according to a Forrester report.The Online Retailing in Australia 2010: Marketing, Merchandising and Customer Service report claims that “on the whole, Australian online retailers are focused on the start and middle of the purchase journey. In other words they have emphasised acquisition and conversion over retention, favouring performance-based marketing in general and search marketing in particular. This is a natural starting point for any online retailer, as all must acquire customers before they can retain them.”

Forrester: Online retailers lagging with social media marketing - twitter, Online Retailing in Australia 2010: Marketing, Merchandising and Customer Service, iPhone, Forrester, Facebook - ARN

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Online retailers failing in customer retention

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NEWS Online retailers failing in customer retention Australian online retailers risk losing customers by failing to invest in customer loyalty and retention, while the country’s biggest players are still yet to commit in the online space, new research from Forrester Research has found.The research company’s Online Retailing in Australia 2010: Marketing, Merchandising, And Customer Service, revealed a majority of local online retailers are focusing all their attention on acquiring new customers and making sales, but are not putting into place effective measures to retain them past the first purchase.However the research showed 34% of companies surveyed plan to offer customer ratings and reviews for the first time in the next year, with 35% launching their first online community to drive loyalty.

Online retailers failing in customer retention

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Photo & Imaging News: Ignore online and watch them leave

As we all watched more stores close in Australia's consumer electronics retailing industry last week, there was another spectacle happening elsewhere, setting the agenda for future retailing.

Photo & Imaging News: Ignore online and watch them leave

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Insights into DealsDirect.com.au's strategy and the future

Detailed insights into DealsDirect.com.au and Paul Greenberg's thinking, strategy, systems and the future:

Click here to read the article

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