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1、 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.RETAILCOMMERCE 360CHARTOnline holiday sales growth slows to 3.5%.4EDITORS NOTEA NORMAL HOLIDAY SEASON?.3KEEPING CUSTOMERS UPDATED DURING THE SHIPPING PROCESS CAN MAKE OR BREAK THE EXPERIENCE .7WILL AI TAKE OVER CUSTOMER
2、SERVICE THIS HOLIDAY SEASON?.20RETAILERS REVISIT RETURN POLICIES AHEAD OF THE HOLIDAY SEASON.34SPONSORSAI is key to improving customer experience,boosting sales during peak season.5Plan early and leverage the right technology for a successful holiday shopping season.12Creating a seamless checkout ex
3、perience can help boost sales.18 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.RETAILCOMMERCE 360The height of the pandemic is over.The shipping and supply chain crisis is under control.And inflation is starting to wane.Of course,the headlines from the past three hol
4、iday seasons are the backdrop to the current retailing environment and are easily accessible in recent memory.But fortunately,the sense of crisis has faded for U.S.consumers.Theres not even a November election to distract shoppers.In some sense,the 2023 holiday season may be the most“normal”in years
5、 for online retailers.And that means opportunity.According to Digital Commerce 360 research data,over the three-year period 2020-2022,the Top 1000 online retailers in North America generated$75 billion more in ecommerce revenue than they would have if pre-pandemic growth rates had continued.So what
6、are retailers doing with all this extra sales revenue prior to the holiday season?A number of retailers are investing in the ever-buzzy artificial intelligence.Generative AI has taken hold of everyones interest,including those in the online retail industry.In“Will AI take over customer service this
7、holiday season?”retailers discuss their investments in generative AI and how they expect it will help this holiday season.Communication always is key for online retailers,and especially when holiday-related purchases are in transit to shoppers.In“Keeping customers updated during the shipping process
8、 can make or break the experience,”retailers share how theyve improved their shipping communications so shoppers can be confident that their purchases will arrive when the retailer promises,or that they will immediately be notified of any issues.A NORMAL HOLIDAY SEASON?editors note2023 HOLIDAY PLANN
9、ING REPORTA NORMAL HOLIDAY SEASON?4 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.RETAILCOMMERCE 360 April Berthene,Editor,Strategy InsightsAnd,of course,the end note to the holiday season is always returns.This year,online retailers are making their return policies
10、stricter,shortening the window or considering making sales final.“Retailers revisit return policies ahead of the holiday season”discusses this trend and provides examples of retailers opting to enhance their return operations.Its also worth noting that online holiday season sales have slowed in the
11、past few years,according to Adobe Analytics data.While the 2022 holiday season brought in the largest online revenue to date($211.70 billion in web sales in November and December,according to Adobe),that represented only 3.5%growth compared with the 2021 online holiday season.So while the above-ment
12、ioned investments will likely improve the customer experience,customer satisfaction and customer retention,it may not lead to meteoric online sales growth this holiday season.Perhaps the best way online retailers can prepare for this“normal”holiday season is with reasonable expectations of neither a
13、 boom nor a bust,but a solid season.ONLINE HOLIDAY SALES GROWTH SLOWS TO 3.5%Year-over-year online sales growth in November-December14.7%13.1%32.2%8.6%3.5%200212022Source:Adobe Analyticssponsored articleAI IS KEY TO IMPROVING CUSTOMER EXPERIENCE,BOOSTING SALES DURING PEAK SEASONAn executi
14、ve conversation with Clint Burgess,senior director of product marketing,BloomreachHow should retailers be preparing for the upcoming peak season?Evaluating supply chain readiness is crucial.They need to have accurate inventory levels and should address any potential warehouse constraints.Understandi
15、ng carrier capacity impacts is essential for meeting post-purchase expectations.Creating an effective content and merchandising strategy that delights and inspires shoppers is vital.Additionally,retailers should consider cross-selling and upselling strategies to boost basket size.To meet business ne
16、eds,its also important to uplevel the merchandising strategy by promoting key products and creating impactful experiences.Plan and schedule these business rules ahead of time to be prepared for peak season campaigns.What are some of the ecommerce challenges retailers might face in the 2023 holiday s
17、hopping season?Retailers may encounter supply chain constraints,demand challenges and lower margins due to deal-seeking behavior.Additionally,consumers price sensitivities are expected to intensify as the student loan payment pause expires,potentially impacting nearly 20 million consumers monthly ex
18、penses.Those repayments could add$250 on average to nearly 20 million consumers monthly costs,Moodys chief economist Mark Zandi told CNBC.What strategies or technologies should retailers implement to set themselves up for success?Retailers can leverage AI to revolutionize shopping and enhance custom
19、er experiences.Starting with basic applications and progressing to more sophisticated use cases,AI can generate product descriptions,predict churn and offer personalized search.In marketing,retailers should be optimizing send time,predicting order returns and determining the best channels.Additional
20、ly,AI facilitates contextual personalization,rewards automation and cross-channel SMS optimization.In product discovery,features like performance and relevance scores,product identification,and image matching can drive better customer engagement and satisfaction.During the holiday shopping season,ec
21、ommerce personalization technologies,such as artificial intelligence and machine learning,play a vital role in enhancing the customers shopping experience and driving sales.By analyzing customer data,these technologies deliver personalized product recommendations,targeted promotions and customized c
22、ontent fostering customer loyalty and boosting conversion rates.To discuss how implementing AI and machine learning helps retailers stand out,create memorable experiences and maximize their success during the competitive peak season,Digital Commerce 360 spoke with Clint Burgess,senior director of pr
23、oduct marketing at Bloomreach.What should retailers expect in the 2023 holiday shopping season?Following a COVID-driven spike,2023 is expected to mirror 2022 with modest growth.Buyers will be looking for discounts and may shift toward purchasing household goods over luxuries.October shopping will se
24、e a surge in sales due to early holiday promotions from Amazon and major retailers.Inflation and economic impact are likely to amplify the preference for deals over full-priced items.Retailers should focus on new customer acquisition for revenue.Market research company Insider Intelligence projects
25、social commerce,driven by TikTok,will grow by 29.8%.Customers will also be looking for flexibility payment options,making the“buy now,pay later”value propositions even more important in holiday messaging.What holiday shopping trends should retailers have on their radars?Retailers must keep an eye on
26、 the following trends:Offering flexible spending options,such as buy now,pay later,to cater to diverse customer needs.Emphasizing audience targeting to create personalized shopping experiences.Leveraging social commerce as a significant driver for holiday shoppers.Enhancing the product discovery jou
27、rney to engage and delight customers.Adopting a full-funnel strategy,from consideration to post-purchase,for a seamless shopping experience.Growing Revenue Comes WithUnique ChallengesScan now toexplore 70+use casesHarness the power of our brand new interactive use caselibrary!Weve collected all of y
28、our hardest,most impactful usecases into a vault of solutions so you can explore the limitlesssolutions to the challenges you may face.Its not possible to over-communicate with customers about fulfillment and their orders in transit,says David Cost,vice president of ecommerce and marketing at Rainbo
29、w Shops.And keeping customers in the loop is even more important around the holidays,when shoppers likely have a specific date they need an order by.“The more communication,the better.Customers want to know everything,”Cost says.Rainbow accommodates this consumer desire for up-to-date information by
30、 reaching them in several ways.The apparel retailer sends customers notifications via email,SMS and app push notifications,when it has permission.Typically,Rainbows customers want to know when an order is received,when it ships,and when it has been delivered,Cost says.Rainbow sends notifications for
31、 each of these events.Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.RETAILCOMMERCE 360BY MARY MEISENZAHL Retailers say more communication is always better around fulfillment as consumers increasingly expect accurate,regularly updated information on their online order
32、s.KEEPING CUSTOMERS UPDATED DURING THE SHIPPING PROCESS CAN MAKE OR BREAK THE EXPERIENCE 2023 HOLIDAY PLANNING REPORTKEEPING CUSTOMERS UPDATED DURING THE SHIPPING PROCESS 8 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.RETAILCOMMERCE 360“The more things we can do to
33、make the customer comfortable,the happier they are and the less calls we get into customer service,”he says.Cost declined to share specifics on how many fewer calls Rainbow receives thanks to accurate order tracking.Rainbows communication philosophy fits in the larger shift in consumer expectations
34、toward greater transparency and more information,particularly as they shop online more than ever.Most merchants are all too familiar with the acronym WISMO(where is my order?).Inquiries related to this question make up about 50%of customer service calls,according to survey data of 1,000 consumers fr
35、om logistics software vendor Elite Extra.Consumers grab onto any fulfillment and tracking information retailers share.91%of consumers actively track packages,according to an April 2022 survey of 1,000 U.S.consumers from supply chain strategy vendor Project Verte with Propeller Insights.39%of consume
36、rs say they track their packages at least once per day,and 19%of respondents track them multiple times a day.“The more things we can do to make the customer comfortable,the happier they are and the less calls we get into customer service.”David Cost,vice president of ecommerce and marketing,Rainbow
37、Shops 9 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.RETAILCOMMERCE 360Shoppers are more likely to open these messages than other types of emails from retailers,according to a survey from Digital Commerce 360 and Bizrate Insights of 1,015 consumers in May 2022.52%of
38、 respondents said they were most likely to open confirmation emails over other types of messages,second only to emails about ongoing promotions and discounts.The same percentage answered that they were likely to open an order confirmation,followed by 43%who said they would open a delivery notificati
39、on email.Effective communication around fulfilling orders can be an important way for retailers to maintain and grow relationships with customers.Nearly one in four(23%)respondents in the same survey said offers in order notification and shipping emails influence their decisions to make a purchase.B
40、eyond making additional sales from repeat customers,a successful fulfillment communication strategy can lead to savings in customer service costs.Keeping customers informed about 2023 HOLIDAY PLANNING REPORTKEEPING CUSTOMERS UPDATED DURING THE SHIPPING PROCESS Source:Verte and Propellor Insights sur
41、vey of 1,000 consumers,March 2022NEARLY ALL US CONSUMERS ACTIVELY TRACK PACKAGESHow often do you track your online orders?Once a day39%Any amount of tracking91%Multiple times a day19%2023 HOLIDAY PLANNING REPORTKEEPING CUSTOMERS UPDATED DURING THE SHIPPING PROCESS 10 Copyright 2023 Digital Commerce
42、360&Vertical Web Media LLC.All rights reserved.RETAILCOMMERCE 360delivery timing can reduce consumer calls to customer service workers,reducing labor costs for retailers,Cost says without revealing specifics.Michael Relich,former co-CEO at apparel retailer PacSun,says each call to its customer servi
43、ce center costs the brand“a couple bucks.”In fact,71%of consumers said they had contacted customer service for an online order in the last year for shipping or delivery issues,according to a UPS survey of 1,000 online U.S.shoppers.Late deliveries were the most common reason to contact customer servi
44、ce,with 39%having cited this reason.Close behind,36%of customer service interactions were due to lost orders that were never delivered.That was followed by damaged products(27%),late shipments(21%),and stolen orders(11%).When Mightylicious started shipping its gluten-free cookies directly to consume
45、rs in 2017,it was more challenging than founder Carolyn Haeler expected.The majority of the dessert brands sales are wholesale to mass merchants and grocers.But the manufacturer tripled its direct-to-consumer sales in the last 12 months,which also meant growing headaches,she says.LATE DELIVERIES ARE
46、 THE MOST COMMON REASON SHOPPERS CONTACT CUSTOMER SERVICE71%of consumers told UPS theyve contacted customer service in the last 12 months.These are the reasons they reached out.Source:UPS Capital survey of 1,000 U.S.consumers,April 2023Late deliveriesLost ordersDamaged productsLate shipmentsStolen o
47、rders39%36%27%21%11%2023 HOLIDAY PLANNING REPORTKEEPING CUSTOMERS UPDATED DURING THE SHIPPING PROCESS 11 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.RETAILCOMMERCE 360Selling directly to consumers online at M means those customers come to Mightylicious when shippin
48、g doesnt go as planned,Haeler says.Unfortunately,this happens for a sizeable share of its customers.As of May 2023,late orders or incorrect notifications impact about 10%of DTC Mightylicious orders,Haeler says.That means 90%are getting orders as expected,but she says late orders should ideally be fe
49、wer than 2%of shipments.Cookies are often a holiday gift,so its important to customers that recipients receive their orders on a specific timeline,Haeler says.Mightylicious sends customers notifications when their orders are placed,shipped and delivered,Haeler says.In practice,however,those notifica
50、tions dont necessarily line up with those events happening in real time,leading to angry customers reaching out to Mightylicious.Shipping issues,such as delayed packages or incorrect tracking information,equally plague all the shipping providers Mightylicious works with.Haeler attributes that to ove
51、rburdened staff and high turnover,although she cant say for certain whats happening behind the scenes.For example,Mightylicious customers regularly report receiving automated notifications from shipping carriers that their orders were delivered,only to not receive them for another two days.Haeler sp
52、ends hours each week sending emails to customers explaining issues with the tracking systems and assuring them their orders are on the way.“If something doesnt get scanned into the system,customers get upset,”Haeler says.“I send so many emails to customers like,FedEx says it was delivered,which mean
53、s they have it in their system,and it is going to show up in two days.”“If something doesnt get scanned into the system,customers get upset.”Carolyn Haeler,founder and CEO,Mightylicioussponsored articlePLAN EARLY AND LEVERAGE THE RIGHT TECHNOLOGY FOR A SUCCESSFUL HOLIDAY SHOPPING SEASONAn executive
54、conversation with Jorrit Steinz,CEO,ChannelEnginehouses.Put automation in place to ensure your inventory levels are accurate and up to date across all sales channels to prevent overselling or stockouts.Handling returns and exchanges is crucial during and after the holiday season.Streamline the retur
55、ns process across different marketplaces.Many retailers buying power has decreased because working capital is expensive with current high interest rates.Try to work with suppliers for better payment terms.What strategies or technologies should retailers implement to overcome these challenges and add
56、ress trends?To prepare for the holiday shopping season,retailers should follow six key strategies.Inventory planning:Analyze past holiday sales and profitability data to predict demand and manage stock effectively.Use external data tools like JungleScout or Helium10 for insights into popular product
57、s on marketplaces.Platform flexibility:Implement a flexible automation platform like ChannelEngine to sell on multiple platforms simultaneously and automate pricing dynamically to respond to competition.Fulfillment and shipping:Streamline fulfillment processes and consider offering expedited shippin
58、g options.Optimize logistics with a hybrid setup of your own fulfillment and services like Amazon FBA.Time-saving automation:Use technology,such as ChannelEngine,to automate tasks and centralize management freeing up time for other important holiday season preparations.Marketing and promotions:Launc
59、h targeted marketing campaigns on various platforms,including email newsletters,social media ads and influencer collaborations.Build reviews and positions on marketplaces early to create excitement.AI-driven customer support:Implement AI-powered chatbots and customer support tools for handling routi
60、ne inquiries and providing immediate assistance,ensuring smooth customer experiences during the busy season.The holiday shopping season is an important time of year for most retailers.Being prepared is essential for success.By analyzing past trends and adopting modern ecommerce strategies and techno
61、logies,retailers can overcome chal-lenges,cater to consumer demands and create a seamless shopping experience.Digital Commerce 360 spoke with Jorrit Steinz,CEO of ChannelEngine,about how embracing the right technologies can help retailers expand their reach and stream-line operations and ultimately
62、increase sales and customer satisfaction during the holiday season.How will the 2023 holiday shopping season compare to previous peak seasons?Its going to be a mixed bag.Economic headwinds such as rising inflation and interest rates could dampen consumer spending.But ecommerce is still growing rapid
63、ly and shifting even more to marketplaces.There are several things retailers should expect in the 2023 holiday shopping season.Offering flexible spending options,such as buy now,pay later,to cater to diverse customer needs.More customers will be shopping early to take advantage of early bird deals a
64、nd avoid the holiday shipping rush.There will be a greater shift to online marketplaces,providing retailers a massive opportunity to reach a wider audience.There will be an increased focus on sustainability.Retailers that offer sustainable products and packaging will be well-positioned to attract en
65、vironmentally conscious shoppers.Retailers should also keep these emerging trends on their radars.The“buy now,pay later”option is becoming increasingly popular across the globe.The resale market is booming,and retailers that offer these options will be able to tap into this growing market.Live shopp
66、ing is a rapidly growing trend.Retailers that can effectively incorporate it into their holiday marketing campaigns will be able to engage with shoppers in a more personal way.What ecommerce challenges are retailers facing this season?Retailers need to have enough inventory in the right ware-Santa h
67、at$10,00Christmas wreath$45,00Tree ornaments$55,00Holiday candles$77,00Winter gloves$25,00Christmas sock$37,00Unlock Limitless Growth Potential this Holiday Season14 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.RETAILCOMMERCE 3602023 HOLIDAY PLANNING REPORTKEEPING C
68、USTOMERS UPDATED DURING THE SHIPPING PROCESS Accurate tracking information is critical,says Steven Denton,CEO of logistics vendor Ware2Go.It might be acceptable for a package to arrive in three days,rather than two,he says,if the customer has absolute certainty that it will arrive on that date.“Cert
69、ainty is equally,if not more,important than speed,”when it comes to deliveries,Denton says.Consumers want options on when and how their shipment arrives,and they want to feel certain that those selections will be followed,he says.That is even more important for new or reactivated customers,where an
70、enjoyable experience could make them regular customers,Denton says.Mightylicious is making substantial changes to its fulfillment operations to correct these communication errors.Instead of handling the fulfillment logistics itself,the cookie retailer is switching to have A Inc.fulfill its direct-to
71、-consumer orders via its program Amazon Multi-Channel Fulfillment.This way,Amazon will be responsible for fulfillment as well as customer communication.Its a tradeoff,Haeler says,because Amazon has more expertise in shipping and fulfillment than Mightylicious,but she will lose direct visibility and
72、control over the process.UP-TO-DATE TRACKING INFORMATION IS KEY TO BEING COMPETITIVE Retailers who want to compete in 2023 have to share real-time tracking information with consumers or risk being left behind,says Ted Vaughan,assurance market leader at digital strategy consultancy BDO Digital.The pe
73、rcent of Mightylicious orders impacted by late delivery or incorrect notifications.10%15 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.RETAILCOMMERCE 3602023 HOLIDAY PLANNING REPORTKEEPING CUSTOMERS UPDATED DURING THE SHIPPING PROCESS“Long gone are the days about jus
74、t providing the delivery date,”he says.“Providing information all along the way is absolutely critical.”A Inc.is a leader across ecommerce in giving customers access to information about their orders,Vaughan says.Because of its scale,Amazon can invest in faster delivery and ways of sharing informati
75、on with its consumers,such as by which hour customers can expect their orders to arrive.Smaller retailers must play catch up to compete,as consumers grow accustomed to receiving this information,Vaughan says.That divide becomes more pronounced around the holidays,as consumers expect to receive packa
76、ges by a certain date,and retailers with more sophisticated analytics and data can more accurately predict customer demand and what products they need to keep in stock,he says.Rainbow improved its customer communication when it implemented customer experience data vendor SoundCommerce ahead of the 2
77、020 holiday season.The vendor gave Rainbow access to customer data,with 10 years of order history available to customer service workers,including past orders,order status,and refunds,Cost says.Customer service agents could then use that information to respond to customer requests more quickly during
78、 that“critical”part of the year,Cost says.APTDECOS FULFILLMENT COMMUNICATIONS APPROACH CENTERS ON TRUST Furniture resale website AptDeco faces different challenges than Mightylicious and Rainbow.AptDeco sells used furniture year-round,with a special focus on small dcor pieces during the holiday seas
79、on.Online furniture sales typically peak in the first few weeks 16 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.RETAILCOMMERCE 360of November ahead of Black Friday and Cyber Monday,according to Salesforce data.AptDeco announced its expansion across the contiguous U.
80、S.in November 2022.For transactions where the buyer and seller are both located in the Northeast U.S.,the resale company handles shipping and logistics internally.Outside this area,AptDeco uses other shipping providers.Unlike many other retailers,the most important part of resale is confirming the a
81、vailability of a specific resale item for a buyer,says Reham Fagiri,co-founder and CEO.AptDeco has the added challenge of communicating with both the buyer and seller,which can be even more difficult around the busy holiday season,she says.“Once the sale is confirmed,were triggering confirmations an
82、d reminders about the order pickup and delivery date with the buyer and the seller,”Fagiri says.“Leading up to the delivery date and on the day of,were sharing progress and tracking information about the item.”2023 HOLIDAY PLANNING REPORTKEEPING CUSTOMERS UPDATED DURING THE SHIPPING PROCESS 17 Copyr
83、ight 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.RETAILCOMMERCE 3602023 HOLIDAY PLANNING REPORTKEEPING CUSTOMERS UPDATED DURING THE SHIPPING PROCESS In-house delivery made financial sense for AptDeco,but it also made sense from a customer service perspective.Using AptDecos o
84、wn vans and delivery team led to better customer feedback and more repeat customers,Fagiri said without sharing specifics.The last mile impacts the impression people have about AptDeco,and resale markets in general,she said.“Youre in peoples homes,moving items that have history and,in some cases,a s
85、entimental footprint,”Fagiri says.AptDecos teams move items“with an understanding that theyre handling lived in and pre-loved items in peoples homes.”That makes building trust with a solid communication strategy even more important.Retailers and strategists agree that sharing tracking information wi
86、th consumers during the holiday season,and all year long,is now non-negotiable for customer satisfaction.“Its really all about providing information and more control to the customer,so that they feel most comfortable about their purchase,”Vaughan sponsored articleCREATING A SEAMLESS CHECKOUT EXPERIE
87、NCE CAN HELP BOOST SALESAn executive conversation with Greg Brown,vice president of marketing at data quality and address verification provider,Melissafact,McKinsey reports that there has been a two-times increase in retailers looking to deliver the next day,and a three-times increase for retailers
88、wanting to deliver the same day.Capturing accurate address data at checkout is critical to this effort.According to RSR Research,80%of retailers say that improving online checkout is a priority.But research firm Baymard reports that 40%of online retail sites lack in-line validation,which corrects ad
89、dresses as they are entered.How are retailers able to overcome these challenges?The holiday season is a perfect time to offer bundles,upsell and cross-sell to existing customers because its much easier and cost-effective to sell to current customers than to new ones.Retailers should also profile the
90、ir existing customer database to identify the attributes of their best customers so they can market to more shoppers just like them.Retailers can also use profiling and deduping of their customer base to get a more accurate 360-degree view of customers.With a more complete picture of customers and b
91、est-selling products,retailers can develop plans to bundle,cross-sell and upsell that resonate with customers because the offers are more relevant to their customers buying habits and provide the convenience of one-stop shopping.Another idea is to implement type-ahead address capture technology that
92、 improves data quality from the moment a customer enters their contact data.This technology can reduce keystrokes a customer must input by up to 75%,helping remove friction from checkout,improving the overall customer experience and increasing delivery rates.Melissa,for example,provides tools that c
93、apture,verify,and enrich address and customer data so that retailers have the solutions to reduce costs,drive ROI and improve customer interactions and satisfaction.The pandemic accelerated ecommerce in unprecedented ways.According to consulting firm McKinsey&Co.,the online retail industry saw 10 ye
94、ars of growth in just a three-month period during the COVID-19 pandemic.While that growth level may not be sustainable long term,it underscores consumers desires to shop online for just about anything,from big-ticket items to everyday staples.With more consumers shopping online,accommodating their n
95、eeds is more important than ever,especially during peak seasons.Digital Commerce 360 spoke with Greg Brown,vice president of marketing at data quality and address verification provider Melissa,about how important it is for retailers to prepare early for an influx of shoppers this holiday shopping se
96、ason.What should retailers be doing now to prepare for the 2023 holiday shopping season?Get started early.Its great to stay ahead of the curve,especially around the holiday season when you know everyone is advertising and share of voice will be at a premium.First,you should clear out the underbrush
97、in your customer database.Use a data cleansing program or service to make sure your customer relationship management(CRM)data is up to date with correct names and accurate postal addresses,email addresses and mobile phone numbers.Then,if you complement your in-house consumer lists with purchased mai
98、ling or email lists,make sure your selection criteria still matches your target audience.This is a good opportunity to profile your customers to identify the attributes of your best ones and then build selection criteria around those attributes so you can create the best list of prospects to reach m
99、ore of your ideal customer profiles.What ecommerce challenges might retailers face this peak season?While customers are willing to shop online,early and often,the challenge for retailers is providing the seamless customer experience and flexible,fast delivery that customers have come to expect.This
100、is particularly true for the upcoming holiday season.For instance,retailers have been racing to implement two-day or quicker delivery over the past few seasons.In In todays dynamic marketplace,it is important to make it easy for customers to convert and give you their business while protecting yours
101、elf from fraud and waste.Since 1985,Melissa has helped businesses achieve these goals by quickly checking identity and keeping customer data clean,current and complete.Explore what Personator can do to help you:Deflate Your Costs:Inflate Your Pipeline:Boost customer onboarding with quick,easy identi
102、ty verification&ID document checking Improve communications&customer experience with updated address,email&phone numbersBetter target your customers by adding valuable demographic&geographic data Lower the risk associated with identity fraud&chargebacksEliminate wasted postage&printing associated wi
103、th undeliverable mailReduce marketing overhead&shorten sales cycles with clean customer&prospect dataGet Started Today!M1-800-MELISSA Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.RETAILCOMMERCE 360Generative artificial intelligence has changed how ski and sporting g
104、oods brand Evo is approaching its holiday season customer service.“The scales fell off,”says Nathan Decker,director of ecommerce at Evo,about realizing AIs potential.“It seems to understand any language you throw at it,”he adds.Because of the advancements in artificial intelligence,Evo decided to la
105、unch a generative AI chatbot to handle light-touch customer service questions,which will work in tandem with its live chat customer service team.The bot soft launched in July,and the brand plans to slowly add it to more visible parts of its website over the next few months leading into the holiday s
106、eason.BY APRIL BERTHENESome retailers are ready to deploy generative artificial intelligence chatbots to help with customer service ahead of the 2023 holiday season,while others say the technology may still have too many bugs.WILL AI TAKE OVER CUSTOMER SERVICE THIS HOLIDAY SEASON?2023 HOLIDAY PLANNI
107、NG REPORT21 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.RETAILCOMMERCE 360WILL AI TAKE OVER CUSTOMER SERVICE THIS HOLIDAY SEASON?Evo typically doubles its customer service employees to 80 agents,up from its typical 40,during the busy holiday season.With the chatbot
108、,however,Decker says Evo may not need to hire as many agents,potentially reducing its holiday customer service hiring by 25%,he says.Decker is one of the many online retail executives either implementing artificial intelligence or seriously considering it to help handle the higher volume of customer
109、 inquiries that come in during retails busiest time of year.With the advancements in artificial intelligence,a number of merchants are looking to AI to assist their customer service teams for the holidays and beyond.Some retailers,however,worry that chatbots may not provide the high quality of servi
110、ce they require.ARTIFICIAL INTELLIGENCE IMPACT AND INVESTMENTEcommerce platform and technology provider Salesforce Inc.predicts generative and predictive artificial intelligence will influence$194 billion in global online holiday shopping spend for the 2023 holiday season.That includes generating co
111、py for marketing emails,testing different marketing messages“Whats amazing with this new AI,is it can handle anything new,can just interpret language and understand.”Nathan Decker,director of ecommerce,Evo2023 HOLIDAY PLANNING REPORT22 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All r
112、ights reserved.RETAILCOMMERCE 360and generating product recommendations,says Rob Garf,vice president and general manager,retail,at Salesforce.In the customer service vein,retailers will continue to use and empower AI chatbots to respond to more types of questions this holiday season,which will also
113、influence holiday spend.26%of retailers said they planned to increase their level of investment in artificial intelligence in 2023 compared to 2022,according to a Digital Commerce 360 survey of 135 retailer executives in October 2022.Plus,11%of retailers said investments in artificial intelligence w
114、ill be critical to improving online conversion in 2023,and an additional 44%said it would be important,according to the survey.While more executives were prioritizing customer experience,ecommerce platform and other investments,AI was already on the minds of a significant portion of merchants.WILL A
115、I TAKE OVER CUSTOMER SERVICE THIS HOLIDAY SEASON?Evo launched its generative AI chatbot in July and is testing the different ways shoppers interact with it.2023 HOLIDAY PLANNING REPORT23And that survey was conducted before the OpenAI consortium released ChatGPT in November,sparking massive interest
116、in the new form of AI.The bot uses generative artificial intelligence and natural language processing to answer questions and create content.ChatGPTs launch led Evos Decker to finally give AI chatbots a chance.Previously,Decker doubted a chatbot could adequately handle the many nuanced questions cus
117、tomers have.“Youre never going to know every path;a human being can just do it better,”Decker says.“Whats amazing with this new AI,is it can handle anything new,can just interpret language and understand.”And that means there are more scenarios it can handle,and retailers can be confident the chatbo
118、t can grasp the nuance and complexity of language,Decker says.AI CHATBOTS CAN NEGOTIATE DISCOUNTS WITH SHOPPERS IN REAL TIMENegotiating prices is one example of what an AI chatbot can do.Furniture brand Industry West has implemented a customer service chatbot called Nibble that uses both generative
119、and traditional AI to negotiate prices for its high-ticket furniture.IndustryW launched the AI chatbot in February 2023.“It hits at a time when we are all talking about AI and what it means for so many verticals and for so many functionalities,”says Ian Leslie,chief marketing officer at Industry Wes
120、t.Heres how it works:On product detail pages for items eligible for promotions,which Leslie says is about 70%-80%of its SKUs,Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.RETAILCOMMERCE 36023WILL AI TAKE OVER CUSTOMER SERVICE THIS HOLIDAY SEASON?Percent of Industry W
121、est shoppers who negotiate with the AI chatbot and go on to make a purchase.3%Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.RETAILCOMMERCE 36024Industry West shows a“Negotiate Price Instant Chatbot”button underneath the add-to-cart button.If shoppers click on it,they
122、 can start to negotiate with the bot,named Nibble.Industry West authorized the bot to agree to a certain level of discount that varies by product,Leslie says without revealing the discount.As part of its negotiation tactics,Nibble is trained to offer“proof points”of the value of each products,such a
123、s the quality of materials and its warranty,Leslie says.If shoppers suggest$20 for a$500 product or even$250 for a$500 product,Nibble can be cheeky with its response.For example,it might say,“Low offers like that wont make me generous.”2023 HOLIDAY PLANNING REPORTWILL AI TAKE OVER CUSTOMER SERVICE T
124、HIS HOLIDAY SEASON?Industry Wests AI chatbot chats with shoppers in real time to reach a negotiated discount.2023 HOLIDAY PLANNING REPORT25 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.RETAILCOMMERCE 360WILL AI TAKE OVER CUSTOMER SERVICE THIS HOLIDAY SEASON?When the
125、 shopper adds the item to her cart,that discount code appears.Thousands of shoppers interact with the chatbot each month,a level of engagement Leslie is pleased with.The best news is that the average discount shoppers accept is not as deep as the 20%off discount that Industry West provides for first
126、-time customers in exchange for an email address.Its also lower than the maximum discount that Industry West authorized Nibble to offer.Leslie would not reveal how low Industry West programmed Nibble to go,but for some products it is a higher discount rate than 20%.If Nibble and a shopper come to an
127、 agreement,the bot generates a unique discount code for that shopper that expires within 48 hours.2023 HOLIDAY PLANNING REPORT26 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.RETAILCOMMERCE 36028%of shoppers who start a negotiation reach an agreement with the bot,Les
128、lie says.Of that 28%,11%go on to make a purchase.Put another way:3%of shoppers who engage with the bot go on to make a purchase.HOW AI HELPS INDUSTRY WEST NOT ALWAYS BE ON SALETypically,Industry West will start its Thanksgiving weekend Cyber sales around Nov.15.But this year,the retailer could offer
129、 shoppers early access to its low Cyber Monday discounts if they negotiate with the Nibble chatbot.“By using Nibble,we can show an early access sale without slapping a banner on our website come November first,”Leslie says.He says its a way to offer discounts“and not always saying you are on sale.”L
130、eslie has not officially decided yet how it will market the bot for the holidays.Rosie Bailey,CEO and co-founder of Nibble,says avoiding endless discounting is the main goal of many of its clients.WILL AI TAKE OVER CUSTOMER SERVICE THIS HOLIDAY SEASON?Amount of 2023 holiday sales that artificial int
131、elligence will influence.Source:Salesforce Inc.$194 billion “By using Nibble,we can show an early access sale without slapping a banner on our website come November first.”Ian Leslie,chief marketing officer,Industry WestA World of Possibilities To Tell Your Story&Broaden Your ReachWhat Projects Can
132、We Create?WebinarsThought Leadership&Custom Research ReportsBenchmarking DataCharts&InfographicsCase StudiesDigitalC helped countless businesses turn their research vision into a reality 2023 HOLIDAY PLANNING REPORT28 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.RET
133、AILCOMMERCE 360“Most clients are fed up with the race to the bottom and feel discounting is a trap,”she says.“Nibble helps you escape this trap by still offering great value deals one-to-one to valued customers without being stuck in an endless discounting cycle.”Leslie says Nibble may lighten the w
134、orkload of its human live chat agents who handle questions from shoppers,including some looking for a discount.Now they can get it through Nibble.“It will take some pressure off of chat,”Leslie says.AI CHATBOTS CAN SAVE AGENTS TIMESaving human agents time during the holiday season is one of Evos mai
135、n goals for its AI chatbot.Evo wants its agents to help shoppers with more complex questions,such as,“Which skis are right for me?”“Our team has to grow significantly,and we need human beings who can answer phone calls,who are competent and who are able to help a customer solve their problems,”Decke
136、r says.A bot,however,can handle a lot of the lighter customer service questions,such as,“What is your return policy?”or“What are your store hours at a certain location?”The AI bot could also aid with sizing questions,such as asking a shopper her measurements and WILL AI TAKE OVER CUSTOMER SERVICE TH
137、IS HOLIDAY SEASON?“You got to balance what the AI can do with what you need a real eye to do for real intelligence.”Bill Bass,chief marketing officer,FullBeauty Brands2023 HOLIDAY PLANNING REPORT29 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.RETAILCOMMERCE 360WILL
138、AI TAKE OVER CUSTOMER SERVICE THIS HOLIDAY SEASON?recommending a size based on a products size chart.The bot can also read customer reviews and on-site Q&As and quickly surface relevant information for shoppers,such as if shoppers say a shirt fits small.“What is your warranty policy and navigating t
139、hose self-help items,let the bot do that.Those are things that are solvable and dont require our amazing staff to intervene,”Decker says.Christina McAllister,a senior analyst at research firm Forrester Research Inc.,says a chatbot can reduce contact volumes by about 25%-30%.This type of reduction ha
140、s serious appeal for many retailers,including FullBeauty Brands,which owns 15 web-only apparel brands,many of which focus on plus-size clothing.FullBeauty Brands owns 15 brands and manages all customer service inquiries with hundreds of its own agents in its own facility.The company hires hundreds o
141、f customer service agents during the holiday season.2023 HOLIDAY PLANNING REPORTWILL AI TAKE OVER CUSTOMER SERVICE THIS HOLIDAY SEASON?30 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.RETAILCOMMERCE 360FullBeauty Brands operates its own call center staffed with hundr
142、eds of agents.During the holiday season,when online sales increase 50%compared to slower periods,FullBeauty hires a few hundred more agents,says Bill Bass,FullBeautys chief marketing officer.Currently,human agents handle all customer service interactions,and that will continue for the 2023 holiday s
143、eason.But FullBeauty is seriously considering using AI-driven chatbots in the future.“I dont think its ready yet,but its getting ready pretty quick,”Bass says.“I suspect in a year from now,where we will be is figuring out how to use AI in a way that improves customer service.”LIVE CHAT WITH A CHATBO
144、T IS NOT LIKELY TO LEAD TO CONVERSION AS OTHER CUSTOMER SERVICE CHANNELSThinking about the customer service interactions you have had with retailers over the past year,after which types of interactions are you most likely to make an online purchase?(Select top three responses.)EmailLive chat(human)P
145、hone call with customer serviceTextGeneral in-store interactionLive chat(chatbot/automated)Interaction via social mediaVirtual appointmentIn-store appointment with associateNo customer service interactions last yearSource:Digital Commerce 360 and Bizrate Insights survey,1,060 online shoppers,January
146、 202340%37%26%21%18%14%12%10%6%19%2023 HOLIDAY PLANNING REPORTWILL AI TAKE OVER CUSTOMER SERVICE THIS HOLIDAY SEASON?31Bass has a few concerns with AI chatbots,including when generative bots make up responses to questions they dont know the answer to,often referred to as“hallucinating.”“When AI chat
147、bots go wrong,they go way wrong,”Bass says.This is a real concern.A generative bot could answer any question a shopper asks it,which is not necessarily a good thing,Forresters McAllister says.The retailer is responsible for designing the bot not to answer questions unrelated to its business and to e
148、nsure the bot routes certain questions to the correct department,such as a recall or warranty issue,she says.“The design barrier of entry of having all answers is lower,but the onus is still on the business to make sure the business logic is good,”McAllister says about the pros and cons of generativ
149、e AI chatbots.Bass also wants to ensure that bots only handle the more straightforward customer service questions,such as those about return policies or other information that can be found on the website,or the common“Where is my order?”questions.FullBeauty would need a way to funnel the easier ques
150、tions to the bots and the harder questions to humans,without the process taking so long that it would annoy customers.While Bass is hopeful that artificial intelligence will be viable for FullBeauty in the future,he would rather wait and see other merchants perfect the experience first than take the
151、 risk of his shoppers having a bad experience.“The whole AI thing is interesting and intriguing,but you got to balance what the AI can do with what you need a real eye to do for real intelligence,”Bass says.Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.RETAILCOMMERCE
152、 3602023 HOLIDAY PLANNING REPORTWILL AI TAKE OVER CUSTOMER SERVICE THIS HOLIDAY SEASON?32This effectiveness of human agents is why Evos Decker is using AI chatbots in addition to human chatbots.Decker doubts a chatbot would ever replace human agents,who may have the depth of experience of using the
153、products and how they feel on the slopes to help shoppers looking for nuances between different equipment.“It would take a long time to displace our knowledge or staff,”Decker says.Human customer service agents are still among the most effective methods of getting shoppers to convert,according to a
154、Digital Commerce 360 and Bizrate Insights survey of 1,060 online shoppers in January 2023.40%of online shoppers say they are most likely to make an online purchase after a customer service interaction via email,followed by live chat with a human at 37%.Live chat with a chatbot was among the least li
155、kely to have shoppers convert,at 14%.But those consumers were responding before they had much experience with the power of ChatGPT-type bots.The real test of generative AI will be whether the newer,more powerful bots can boost sales more effectively than earlier Copyright 2023 Digital Commerce 360&V
156、ertical Web Media LLC.All rights reserved.RETAILCOMMERCE 3609 UNIQUEDATABASESReveal the Performance of Leading Online Retailers Around the World:Sales Rankings&Financial Metrics Benchmarking Markets and Industries Technology Providers that Power Each RetailerDigitalC view of the ecommerce market,and
157、 where its headed,becomes clear with Digital Commerce 360Retailers are pulling back on their generous return policies,says Rob Garf,vice president and general manager of retail at ecommerce platform and technology provider Salesforce Inc.88%of global retailers plan to make their return policies stri
158、cter this year,according to a Salesforce survey of 1,125 retail decision-makers across North America,Asia-Pacific,South America and Europe.In fact,during the 2022 holiday season,returns increased 12%compared with the previous holiday season,according to Salesforce client data from 1 billion global s
159、hoppers.The reason for the pullback in generous return policies is because the economics are not good for the business long term,Garf says.Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.RETAILCOMMERCE 360BY APRIL BERTHENERetailers give shoppers an average of 30 days t
160、o return their products,and a large majority of retailers plan to make their return policies stricter in 2023,according to Salesforce data.RETAILERS REVISIT RETURN POLICIES AHEAD OF THE HOLIDAY SEASON2023 HOLIDAY PLANNING REPORTRETAILERS REVISIT RETURN POLICIES35“Retailers historically had liberal r
161、eturns windows in order to give more confidence to consumers when shopping online,”Garf says.“However,retailers and brands are re-evaluating those windows in order to optimize costs and margins.”RETAILERS IMPLEMENT STRICTER RETURN POLICIES Today,more retailers are implementing“final sale”policies fo
162、r purchases(meaning no returns)or shortening the return window,Garf says.The average return window for U.S.retailers is 30 days and is 14 days in Europe,according to a Salesforce analysis of 350 global online retailers(171 of which were from the U.S.)in April 2023.Salesforce predicts that U.S.retail
163、ers will shorten their windows even more.More than a quarter of shoppers have noticed changes to retailers policies,with 29%of shoppers saying theyve noticed more retailers adding restrictions to their policies,according to a July 2023 survey of 1,011 online shoppers from Digital Commerce 360 and Bi
164、zrate Insights.If retailers have a return policy that is a long window,such as 90 days,and they offer free return shipping,a merchant may get hit with a“triple whammy”to their bottom line,Garf says.For example,the retailer spent the money to acquire the shopper and to ship the product.Then,the merch
165、ant has the cost of the reverse logistics,such as paying for the shipping and the labor cost of inspecting the item and restocking the item.Then,if the return window is too long,the merchandise may no longer be in season or in style,and the retailer has to discount the item.In essence,the retailer w
166、ill have lost a considerable amount of money on just the one return.Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.RETAILCOMMERCE 3602023 HOLIDAY PLANNING REPORTRETAILERS REVISIT RETURN POLICIES36Generous return policies were a“necessary evil”during the pandemic,when
167、stores were closed and fewer shoppers were apt to view products and return them in person,Garf says.Now that stores have reopened,merchants dont have to offer such long windows anymore.“Retailers are realizing that these thresholds and return policies are not sustainable and they need to really look
168、 and focus on the bottom line,and they need to pull back the reins on them and make the retail economics work for them,”Garf says.SHOULD RETAILERS GIFT SHOPPERS A GENEROUS RETURN POLICY THIS SEASON?But stricter policies may not be the answer to a successful holiday season,Garf says.With reined-in po
169、licies,returns have only decreased by 1%in Q1 2023,according to Salesforce data.Plus,the holiday season is typically when larger merchants may offer even longer return windows than usual.For example,with many holiday season sales kicking off Nov.1,merchants may extend the return window to Jan.31.Thi
170、s way,a consumer who receives a gift on Dec.25 can still return it without rushing to do so by the end of the year.Retailers will likely still implement holiday-specific return windows,Garf says,but they may get creative with the terms of the return,such as a gift card instead of a refund.At 60%,the
171、 majority of shoppers say they will return about the same percentage of products overall in 2023 compared with last year,29%said they expect to return fewer products and 11%say they expect to return more,according to the Digital Commerce 360 survey.Copyright 2023 Digital Commerce 360&Vertical Web Me
172、dia LLC.All rights reserved.RETAILCOMMERCE 360HISTORYDecades of ecommerce experience and unique relationships built along the wayACCESSUnlock mountains of exclusive content from research reports and database rankings to charts and articlesEXPERTISEAnalysis straight from the brightest minds and most
173、respected leaders in ecommerce journalism and research SAVINGSExceptional benefits for accessible prices(because quality content shouldnt break the bank)CHOICEA variety of membership levels and add-ons to match your access with your actual needsEmpowering professionals and strengthening businesses w
174、ith expert-crafted ecommerce research and data for over 20 years.Members get the best of our business.Join today to gain unlimited ecommerce resources and the support of a global community.2023 HOLIDAY PLANNING REPORTRETAILERS REVISIT RETURN POLICIES38 Copyright 2023 Digital Commerce 360&Vertical We
175、b Media LLC.All rights reserved.RETAILCOMMERCE 360One way merchants can avoid holiday returns is to offer a price-match guarantee early in the holiday season,Garf says.So,instead of a shopper purchasing a product on sale on Nov.3 to secure the inventory,only to return and buy it again on Black Frida
176、y to get a better price,the merchant can refund the difference.This way,shoppers dont have to return and rebuy the product.For example,Target Corp.implemented a price match on any Target items purchased between Oct.6-Dec.24 during the 2022 holiday season.Regardless of what retailers decide to do wit
177、h the policy this year,they should make their policies clear to shoppers before they purchase,Garf says.“Returns are at risk for creating a lot of cranky customers,”Garf says.93%of shoppers report they research a brand or retailers return policy before making a purchase,and 81%of shoppers report the
178、y have stopped purchasing from a brand or retailer after one bad return experience,according to a Salesforce consumer survey of 3,150 global online shoppers in May 2023.FULLBEAUTY BRANDS STICKS TO A 60-DAY RETURN WINDOWApparel retailer FullBeauty Brands,which owns 15 online apparel stores,offers a 6
179、0-day return policy across all its brands,says Bill Bass,chief marketing officer.Bass knows that the longer the window,the more likely shoppers will abuse the return policy,such as wearing an item and returning it.For this reason and from the business perspective,its attractive to have a short retur
180、n window.But its a better customer experience to offer the longer 60 days,Bass says.2023 HOLIDAY PLANNING REPORTRETAILERS REVISIT RETURN POLICIES39 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.RETAILCOMMERCE 360“Were happy with 60.Other companies have gone to 30 and
181、 you cant argue with them.We havent chosen to do that,”Bass says.In addition to shipping products back to its distribution center,FullBeauty Brands lets shoppers return their orders via the third-party vendor Happy Returns,which offers in-store returns at 9,000 stores including retail chains Staples
182、,GameStop and Ulta.FullBeauty implemented Happy Returns in July 2022,prior to the holiday season,and has been pleased with the service,Bass says.The majority of returns now go through Happy Returns,and overall,it was a good business decision,Bass says.PACSUN PILOTS HAPPY RETURNSApparel retailer Paci
183、fic Sunwear of California Inc.,better known as PacSun,is also in the process of launching returns via Happy Returns and is currently piloting a program that will roll out in Q3.Of PacSuns returns,40%go back to one of its 315 stores.Shoppers ship the other 60%of returns to PacSuns distribution center
184、,Michael Relich,PacSuns recently retired co-CEO,told Digital Commerce 360 in May.With Happy Returns,there are a few benefits for both the brand and the customer,Relich said.For customers,they receive a refund right away instead of having to wait until the product arrives back at the distribution cen
185、ter.This will improve customer service and make that shopper less likely to call into customer service wondering where their refund is,Relich said.Each call to a customer service center costs the brand“a couple bucks,”he said.For PacSun,it will be cheaper and better for the environment if returns al
186、l go into a consolidated bulk tote back to its distribution center,Relich said.Typically,PacSun charges shoppers$7 to ship 2023 HOLIDAY PLANNING REPORTRETAILERS REVISIT RETURN POLICIES40returns to its warehouse,but it often costs the brand more,so it subsidizes the rest,he said.Still,the cheapest an
187、d best option for shoppers to return an item is to the store,where shoppers have a chance to purchase additional products.Both PacSun and FullBeauty Brands are continually evaluating ways to improve their returns process from the customer service perspective and for the business bottom line.Neither
188、merchant shortened its return windows to achieve these goals.Plus,both of them charge the customer for return shipping,proving that not all retailers need to offer free returns to provide a positive return experience.Whatever a merchants return policy is,retailers need to ensure that it is clear and
189、 easy to understand to increase customer satisfaction and retention,Garf Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.RETAILCOMMERCE 360See Whats TrendingDigital Commerce 360s free resources provide real-time coverage on trending topics in retail and B2B ecommerce.F
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