eDesk Newsdesk is a weekly series where we share a round-up of eCommerce news, trends, expert perspectives, and the odd chuckle or two along the way.
Week 24: December 3rd (2021)
Cyber weekend has now come and gone, and some winners and losers have emerged. Some eCommerce brands scaled back their Black Friday efforts this year, while some introduced 100% off discounts! Here’s what else is happening in in the world of online shopping:
What we’ve been reading this week
Shopify breaks records with $2.9bn in Black Friday sales (Charged)
Together, merchants on Shopify generated peak sales of nearly $3.1 million per minute at 12:02 PM EST on Black Friday and crossed $1 billion in sales by 4:00am EST, four hours earlier than Black Friday in 2020. Read more
eBay purchases sneaker authentication service Sneaker Con (The Verge)
The acquisition builds upon eBay’s existing relationship with the service, which began back in October 2020 when eBay first launched its sneaker vetting process. Read more
Ecommerce thrives in Asia, as big format stores takes a hit (Kantar)
Winning Omnichannel in Asia reveals that Southeast Asian shoppers, for example, were already reducing their FMCG shopping frequency pre-pandemic but that behaviour has been accelerated, making the rewards of being chosen for retailers and brands even greater. Read more
What we learned
Shoppers are buying from resale retailers more than ever (CNBC)
Secondhand retail companies are finding success with shoppers focused on sustainability and hard-to-find items, while also avoiding the supply chain pressures being felt by traditional retailers. Read more
4 Tips to Make Your eCommerce Website Sell More This Holiday Season (TechBullion)
This holiday season, provide your online business with the headroom it needs to maximize your growth towards a more engaging customer experience that is sure to optimize your online presence and sell more products. Read more
Ecommerce and rise in consumerism will create almost 40,000 extra HGV trips a day by 2025 (Internet Retailing)
These extra vehicles could take up one lane of the motorway from London all the way to Aberdeen bringing the UK’s road network to a halt by the end of this decade. Read more
What we found interesting
Why this year’s holiday shopping season started earlier and could last longer (Digital Commerce 360)
Consumers took to heart warnings about supply-chain disruptions and got a jump on their holiday shopping this year. Read more
2021 is the year “supply chain” went from jargon to meme (Quartz)
Chaos in the global supply chain has developed alongside the pandemic and is now reverberating across everyday life, causing shipping delays and shortages from wine bottles to Thanksgiving pies. Read more
What we said
Choosing the Right Helpdesk Software (eDesk)
There are only upsides to implementing and onboarding a helpdesk software. The biggest challenge for most businesses is choosing the right one. With so many different helpdesk software solutions available on the market these days, businesses are spoiled for choice. Read More
What inspired us
30 Under 30 Retail & Ecommerce 2022 (Forbes)
These up-and-comers are shaking up the retail industry, reinventing what we buy and how. Read More
What made us smile 🙂
A shoe by any other name
Thai department store Central launches a comic campaign to assuage consumer guilt. Watch here
Week 23: November 26th (2021)
Heading into the Black Friday Cyber Monday weekend it’ll be interesting to see how headlines about deals priced the same or cheaper before Black Friday in 2020 and independent retailers planning to boycott the event impact 2021 trading. While we wait for the figures, lets take a look at the best of the rest of this week’s eCommerce news:
What we’ve been reading this week
Marketers Underestimate Word of Mouth, Overestimate Influencers: Report (eCommerce Times)
Marketing and business communications company R.R. Donnelley & Sons last month released a study which reveals that traditional marketing channels, including word of mouth, direct mail, and in-store signage, are largely untapped and underestimated by marketers. Read more
Starbucks links with Amazon Go for first cashier-less cafe (Reuters)
The global coffee chain on Thursday opened its first ever location in partnership with Amazon Go, the eCommerce giant’s brick-and-mortar convenience store, where customers can sit at a table with a latte or grab a sandwich from a shelf and walk out. Read more
Google Shares How to Harness the Power of AI at Make it Big 2021 (Big Commerce)
At BigCommerce’s 2021 Make it Big Conference Day 2 keynote session, Google’s President of Commerce Bill Ready and President of Global Customer Solutions Mary Ellen Coe joined BigCommerce VP of Product Marketing Meghan Stabler to discuss how to leverage Google’s AI-powered solutions to help drive your business into the future. Read more
What we learned
eBay’s top predictions for Black Friday 2021 (Yahoo News)
On Black Friday last year, 40 items were sold each second on eBay UK (EBAY), with 90% of those purchases made from a small business selling through the online platform. Here, the experts at eBay share their top predictions for Black Friday 2021. Read more
5 eCommerce data forecasts from 2021 to stay ahead (Digital Commerce 360)
It’s never easy to stay ahead in eCommerce. But here are five must-know forecasts from the 2021 eCommerce Market Report that can help. Read more
What we found interesting
It’s a New Normal for eCommerce in 2022 (Practical eCommerce)
The pandemic has accelerated the worldwide digital transformation. Online businesses have opportunities for massive growth. But it comes with a cost: elevated consumer expectations. Merchants who opt for “business as usual” may find survival difficult. Now is the time to prepare for eCommerce in a post-Covid world. Here are five essentials every online store must embrace for 2022. Read more
Robots for the win during eCommerce holiday crunch (ZDNet)
Between labor shortages, COVID continuing to wreak havoc on the supply chain, and the upcoming holiday season (in which eCommerce is expected to grow up to 15%), retailers, eCommerce, and warehouses will face a challenging few months to meet increased consumer demands. These businesses are already sounding the alarm bells and actively looking for innovative new ways to keep pace while at the same time maintaining and attracting new employees — and robotic automation is a frontrunner solution. Read more
We Rated The New App Claiming To Be The ‘Depop Of Homeware’ (Refinery29)
Launching on 24th November, Narchie is a homeware social marketplace app that dubs itself ‘the Depop of homeware’. Equal parts retail platform and social media tool, the visually led app makes it genuinely easy to find one-of-a-kind, independent homeware pieces, from candles using sustainable, organic beeswax sourced by beekeepers to iconic vintage items from Ikea. Read more
What we said
What eCommerce Sellers Need To Know About The US Supply Chain Crisis (eDesk)
Ask any eCommerce seller about the main issues weighing on their mind (and their balance sheet) and undoubtedly supply chain will come up as a topic of conversation. In the past year, we’ve seen the unfolding of many supply chain issues, from the unavailability of certain items to increased shipping costs and delayed shipping times. Here’s what you need to know about the global supply chain crisis – and how you can mitigate its impact. Read More
What inspired us
Worker praised for helping disabled couple who struggled to make online order (Mirror)
Carl’s boss said he went ‘above and beyond’ after taking time out after work to go to the couple’s house so they didn’t miss their delivery slot as the customers said they were ‘over the moon’ with the service. Read More
What made us smile 🙂
Week 22: November 19th (2021)
Lots of good eCommerce news this week as the industry gears up for cyber week, with Nestle announcing it aims to nearly double digital sales and Shein becoming the world’s largest online-only fashion retailer valued at £21 billion. Let’s take a look at the best of the rest of the online retail headlines:
What we’ve been reading this week
Global Singles’ Day Spending Puts Prime Day to Shame (PYMNTS.com)
What started in the 1990s in China as an anti-Valentine’s Day remains the world’s largest shopping day of the year — and though regulatory scrutiny muted some of the Singles’ Day celebration, consumers still came out in droves to buy from eCommerce merchants. Read more
Amazon to stop accepting Visa’s UK-issued credit cards over high fees (Reuters)
“We are very disappointed that Amazon is threatening to restrict consumer choice in the future,” a Visa spokesperson said in a statement. Read more
Vimeo to Acquire WIREWAX and Wibbitz, Further Expanding Its Video Software Solution for the Enterprise (Vimeo)
Strategic investments enhance Vimeo’s all-in-one video software solution for the enterprise, as demand for video collaboration, communication, and commerce accelerates. Read more
PEAK 2021 Three quarters of eCommerce will be mobile this peak, apps convert better (Internet Retailing)
According to the latest report from Bitrise and its State of Mobile Shopping report, mobile now dominates eCommerce, with as much as 72.9% of total eCommerce spend taking place on the devices. They are also doing it on apps, with some 88% of consumer mobile use spent using apps rather than mobile web. Read more
What we learned
The 4 Things You Need to Do to Get (and Keep) eCommerce Customers (Entrepreneur)
The goal is to show your customers that you are invested in building real bonds with them every step of the way. Read more
9 Essential eCommerce Site Optimizations to Boost Holiday Sales (Search Engine Journal)
Check out these proven tips for driving higher average order value and conversions to sale on your eCommerce site this holiday season. Read more
How to marry eCommerce and social media experiences (Vogue Business)
As stores play a more supporting role to online shopping, the two primary channels — eCommerce and social commerce — should work together to drive more sales. Read more
What we found interesting
Taking Your Online Brand to the International Stage Is Easier Than You Think (Entrepreneur)
For today’s rising eCommerce brands, going international is now one of the simplest and most affordable ways to catapult growth. Read more
Shopify reveals Black Friday 2021 season trends (tamebay)
Insights show a boost in shoppers’ interest, desire for hybrid shopping amidst online-driven season, and shoppers voting with their wallets to support independent businesses. Read more
What we said
10 Ways to Increase Customer Loyalty (eDesk)
Increasing customer loyalty is one of the most important factors in running a successful business. This is because research shows that typically, 80% of a business’s profits come from just 20% of its customers. Here are some tips on improving your approach to customer loyalty with fresh, new tactics. Read More
What inspired us
noissue raises $10M Series A to expand its global sustainable packaging platform (TechCrunch)
Founded in 2017, noissue now serves more than 80,000 customers after growing 200% across North America during the pandemic. The company creates made-to-order, custom products for a range of industries, from apparel and home to beauty, wellness and subscription boxes, through to pets, plants and outdoor goods. Read More
What made us smile 🙂
Week 21: November 12th (2021)
Sustainability continues to grow in importance to buyers and online retailers. This week saw the news that Levi’s are partnering with Depop to offer upcycled products in Australia and New Zealand, and eBay are making it easier to buy refurbished goods. Let’s take a look at the best of the rest of the eCommerce headlines:
What we’ve been reading this week
Amazon & PayPal to enable Venmo checkout option next year (Charged)
The new partnership will allow Venmo’s more than 80 million users in the US to use the service for purchases on Amazon’s website and via its mobile shopping app in 2022. Read more
Linktree partners with Shopify to allow users to add storefronts on its platform (Tech Crunch)
The feature is available now for free to all Linktree users. Linktree says that the partnership with Shopify allows creators to grow while connecting to global audiences. Read more
US eCommerce unicorn ShipBob announces European expansion; to open 5 fulfilment centres in 2022 (UKTN)
In a recent development, the company has announced a major European expansion wherein it will open 20 fulfilment centres as it looks to uncover the next unicorn consumer brands in the UK and capitalise on the continued eCommerce surge. Read more
What we learned
eCommerce sales forecast to reach $6 trillion in 2022 (Yahoo Finance)
New data from fintech and payments research specialists Kaleido Intelligence has found that B2B and B2C eCommerce spend on physical goods and digital services will reach $6 trillion in 2022, up from $4.8 trillion in 2020. Read more
British shoppers far less patient than Europeans, report reveals (Charged)
ChannelAdvisor revealed that British shoppers are more likely to embrace the post-covid rise in eCommerce, with more than half saying they are shopping online more frequently than pre-covid compared to 42% of German shoppers and 40% of French consumers. Read more
What we found interesting
Amazon’s new shopping feature is a total game-changer (Inc.)
Amazon–unlike other eCommerce sites, from Target to Overstock, that center efforts to increase holiday sales around discounts and promotional offers–has effectively lowered the barriers to buying gifts. Read more
‘Skimpflation’: frustration as US firms skimp on service as prices rise (Guardian)
To the consumer, who are sensitive to losses of services and generally take improvements for granted, the effects of skimpflation can be traumatic. Read more
What we said
Things to avoid this holiday season (eDesk)
With Black Friday, Cyber Monday, Thanksgiving, Hanukkah, Christmas and the New Year all coming up, online sellers have a lot to prepare for. Check out our eCommerce Q4 DOs and DON’Ts infographic then read on for more on what to avoid this holiday season. Read Read More
What inspired us
Lego customers lose millions of pieces a year. The company’s response is the best (Inc.)
What started out to me as an interesting story about a fantastic response from a creative customer service rep quickly became something totally different. It was obvious Lego was doing something different — but also, and more importantly, it was doing something intentionally. If that’s true, there’s something that every business could learn. Read More
What made us smile 🙂
The absolute dumbest things customers have ever said (Daily Squared)
Underpaid, undervalued, over-worked… customer service jobs can be the pits. But when it comes to your client base, which is going to be diverse depending on what aspect of the service industry you do work in, there can also be a lot of comedic relief. Bless Ask Reddit for giving everyone an opportunity to vent away the stupidity! Read More
Week 20: November 5th (2021)
Welcome to November, a busy time in eCommerce. As the holiday season ramps up, shopping from home is set to get even easier as Emily in Paris Season 2 embraces shoppable content and Pinterest announces, “a fresh dose of live, original and shoppable creator shows.” Here’s what else has been going on in the world of digital retail:
What we’ve been reading this week
Shopify is pushing into cross-border commerce in a bid to attract larger merchants (eMarketer)
With its large number of US-based merchants and growing international traffic, Shopify is well-positioned to capitalize on businesses’ desire to go international. Read more
eCommerce aggregator Una Brands raises $15M five months after its launch (TechCrunch)
Co-founder and chief executive officer Kiren Tanna told TechCrunch the Series A is a priced round with a valuation more than five times Una’s last funding. Besides raising equity, Una also extended its debt facility size from Claret Capital. Read more
Jeff Bezos is investing in this Indonesian eCommerce start-up
(CNBC)
Indonesian eCommerce start-up Ula is a wholesale marketplace aiming to modernize the country’s millions of mom-and-pop kiosks, or warungs, by providing inventory and delivery services as well as financing. Read more
What we learned
To skyrocket your sales take emotion out of your ads (Forbes)
When you’re crafting that content, you absolutely want to make sure that you touch on pain points and create a compelling vision for your potential customers of the life they’d like to live. But when it comes to buying ads, that’s where the emotion needs to stop. Read more
Christmas 2021: The top toys already out of stock (inews.co.uk)
Amazon, which many consumers have come to rely on for its swift delivery times, has already sold out of three of the 12 ‘Dreamtoys’ picks unveiled by the toy industry. Read more
What we found interesting
1 in 3 Brits to shop exclusively online this Christmas, report reveals
(Charged)
“While the shift towards online retail has already gathered pace over recent years, consumer experience of doorstep delivery during the pandemic, alongside a growing lack of choice on the high street, will see a surge in demand for online shopping this Christmas,” Yodel said. Read more
Hot Wheels and Gassy Gus game to be among must-have toys this Christmas
(Guardian)
Chair of DreamToys selection committee says the industry is working hard to overcome supply chain crisis. Read more
Etsy sellers avoiding supply chain shortages (Small Business Trends)
As supply chain issues continue to disrupt major retailers in the US, smaller businesses, which are less reliant on complex global supply chain procedures, are less predisposed to disruption this holiday season. Read more
What we said
eCommerce holiday season DOs & DON’Ts (eDesk)
Don’t let the busy holiday period overwhelm your business, but do check out our infographic guide to the festivities this Q4! See More
What inspired us
Depop achieves climate-neutral certification (Retail Gazette)
In a statement, the business said that it has now successfully offset all material sources of scope 1-3 greenhouse gas emissions, with the South Pole certificate for 2021 covering 100 per cent of material scope 1-3 emissions during 2020. Read More
What made us smile 🙂
Week 19: October 29th (2021)
Pairing workers with robots and using cardboard cut-outs to hide gaps left by supply chain issues, the eCommerce industry is gearing up for what’s set to be the busiest season on record. Here’s a roundup of other eCommerce headlines and highlights:
What we’ve been reading this week
Amazon says it’s prepared for supply chain snarls as holidays loom (CNBC)
Amazon said a combination of planes, trucks, ships, vans and well-staffed warehouses as well as inventory planning and added capacity at ports should prepare it for the holidays. Read more
46% of shoppers will ditch retailers if apps crash this Black Friday (SHD Logistics)
Despite many consumers being turned off by poor mobile experiences, only 19% of British retailers see mobile apps as their key commerce channel this sales season. Read more
Amazon still leader in German eCommerce (eCommerce News)
Amazon, specifically, is the top player in German eCommerce. Its revenue is at least three times higher than Otto, who is the second largest player in the country. Read more
What we learned
New report examines the value of customer reviews in eCommerce (Inside Retail)
Not only do consumers say that reading reviews is an enjoyable part of the shopping experience, a whole industry has arisen around the collection, interpretation and reporting of reviews. Read more
Almost 1m Tripadvisor reviews in 2020 found to be fraudulent (The Guardian)
In its second transparency report – the first was released in 2019 – the travel guidance platform said 67.1% of the fake reviews had been caught before making it on to the platform by its pre-posting moderation algorithm. Read more
Pre-Holiday Campaigns: Twitter Marketing Checklist for eCommerce Businesses (Social Media Today)
There’s a lot to do to prepare your eCommerce business for the holiday season. To help you out, here’s a quick Twitter marketing checklist for eCommerce brands to ensure you maximize your opportunities. Read more
What we found interesting
eCommerce Brands Look To Reputation Management To Boost Sales (Forbes)
With the two year anniversary of the pandemic nearing, and the retail industry continuing to experience enormous transformation, new research brings fresh insight for brands looking to create effective customer experiences and boost sales. Read more
Alibaba uses 11.11 online shopping event to double down on sustainability (ZDNet)
Alibaba has created a dedicated green product vertical and issued 100 million yuan worth of ‘green vouchers’ to sway customers into shopping green during this year’s 11.11 event. Read more
What we said
Shipping: The Most Underrated Aspect of Your Customer Service Strategy (eDesk)
A guest post from our friends at EasyPost, whose Shipping API solves complex logistics problems for online merchants. Read More
What inspired us
Self-Made eCommerce Millionaire Offers Personal Keys to Success for Financial Independence (PR News Wire)
Erin Rafferty, AKA “Ecom Era”; is turning her profits into progress for women who are looking to break into eCommerce. Read More
What made us smile 🙂
You’ve got less than one month to find someone … or you could shop online instead!
Week 18: October 15th (2021)
As William Shatner successfully blasted into space in a Jeff Bezos rocket this week, Amazon were looking to invest in long-range cargo planes, further evidence that the eCommerce giant plans to move products across borders itself as Apple and the world continues to struggle with the supply chain crisis. Let’s take a look at other news from the digital retail and customer service sectors:
What we’ve been reading this week
Neiman Marcus Data Hack Impacts 4.6M eCommerce Consumers (PYMNTS)
Since September 2020, the company has cut back its in-person stores, focusing more on digital retail, which is a transition that began before the pandemic. But the pandemic’s forced shift to digital saw Neiman committing to invest $85 million into its supply chain, as well as purchasing Stylyze, a Merchandising-as-a-Service startup, for an undisclosed amount. Read more
To Fix Supply Chain Woes, White House Gets Ports and Retailers to Step Up
(PCMagazine)
With the world’s supply chain still a mess, the White House has announced a plan that’s intended to bring more products to store shelves and eCommerce providers in time for the holiday shopping season. Read more
Amazon launches Prime service in Poland (Reuters)
Amazon’s Polish site went live in March, significantly intensifying competition in Poland’s booming eCommerce sector. “We are very pleased with the way Polish customers accepted the Amazon.pl service launched at the beginning of this year,” Mourad Taoufiki, CEO of Amazon.pl, said in a statement. Read more
What we learned
AI-Powered Shopify: The Smarter Way to Sell (readwrite)
The shopping experience is transforming with the use of AI in eCommerce. Analytics based on large datasets collected from online stores personalize the buying experience. The deep analysis has increased the performance standard of many companies. AI helps to understand why and how customers engage with particular products and the buying process.AI-based solutions always come in handy for businesses to understand and act according to implications from data reports. Read more
4 eCommerce Trends Improving the Customer Experience and Bottom Lines (Inc)
LinesFrom the Web to the warehouse, here’s how brands are evolving their eCommerce approach. Read more
How To Turn (Almost) Any Upset Customer Around: Customer Service Recovery Using The Legendary MAMA Method (Forbes)
Every company needs a customer service recovery framework for working with upset customers. The customer service recovery training in this article is based on the work of the Ritz-Carlton Hotel Company, adapted by customer service consultant and trainer Micah Solomon for a wider range of verticals. Read more
What we found interesting
This $360 billion eCommerce trend is huge in Asia—and it’s coming to the U.S. next (Fast Company)
As an American heading a Singapore-based VC firm for a decade, I often see new tech trends emerging earlier or more strongly here in Asia than back home. And right now, social eCommerce looms large. Read more
Shopify enlists Microsoft, Oracle for business tools on app
(Reuters)
Canadian eCommerce platform Shopify Inc is teaming up with top cloud companies including Microsoft Corp and Oracle Corp to help merchants streamline their business operations. Read more
GameStop (GME) to Hire 500 Staff to Enhance Customer Service (Entrepreneur)
To bolster eCommerce operations, GameStop (GME) announces plans to hire up to 500 employees at its new customer service center in Florida. Read more
What we said
European VAT for eCommerce, explained in simple terms (eDesk)
If you’re worried that tax laws can be complicated then fear not! We’re taking a dive into everything you need to know about VAT for eCommerce companies selling in the European Union, in simple terms. Read More
What inspired us
Student buys £180,000 dream home by herself aged just 20 (Birmingham Live)
The part-time tutor teaches maths and science to kids, and also sells herbal face masks and toners on Etsy. She worked up to 30 hours five days a week, using the extra income towards her house deposit. Read More
What made us smile 🙂
Snapchat Outage Draws Hilarious, Frustrated Reactions From Users: What Happened? (iTechPOST)
On Wednesday, the messaging app Snapchat went down for thousands of users. Some were kicked out of the app, while others were unable to send messages. With so many users stressed out about losing their streaks, they took over Twitter to post rants and memes on the Snapchat outage. Read More
Week 17: October 7th (2021)
Despite going dark for several hours and whistleblower allegations this week, Facebook still seems all set to dominate eCommerce – as does TikTok. Here’s what else is happening in in the world of online shopping:
What we’ve been reading this week
Amazon rolls out early Black Friday deals to jump-start holiday shopping (CNBC)
Major retailers are encouraging consumers to start their holiday shopping early as the industry faces a number of challenges, from supply chain shocks and inflationary pressures to a labor crunch. Read more
Is consumer-direct less profitable for brands than selling wholesale? (RetailWire)
Based on available data, BMO’s analysis found DTC has not raised company-level revenues, gross margins, merchandise margins, EBIT margins and EBIT dollars. The study explored a wide range of apparel and footwear vendors and retailers. Read more
Google search gets larger images, enhances ‘About this result,’ gets more ‘shoppable’ (Search Engine Land)
Review these new changes Google has rolled out and will be rolling out. See how you and your clients can leverage some of these changes to generate more business and traffic. The one area of concern is the About this result section having third-party information outside of Wikipedia that may be hard to change if it doesn’t have the most positive or accurate information about your company. Read more
What we learned
4 things I learned from my eCommerce business in the first year (Entrepreneur)
At the end of the day, online businesses are all about people. Read more
Online shoppers take note of socially conscious retailers (NN/g)
eCommerce brands that demonstrate their efforts toward social causes stand out to customers who hold similar values. Read more
eCommerce SEO guide: New documentation from Google (Search Engine Land)
The new guide from Google gives eCommerce SEOs documentation they can take to clients and stakeholders to get their recommendations implemented. Read more
What we found interesting
Multi-brand eCommerce: As cash flows in, who is standing out? (Vogue)
IPOs and private equity investments are running at the hottest pace in almost 15 years. Luxury multi-brand retailers are among the prime beneficiaries. We assess the winners, losers and what’s next. Read more
The importance of simplifying the online payment process to help convert visitors into buyers (Entrepreneur)
No doubt, increasing conversions and sales is the main objective of an eCommerce site. However, to encourage your customer to make payments seamlessly, you need to make the whole process easier. Read more
8 women founders talk about the biggest missed opportunities in retail (Entrepreneur)
From AI and DTC partnerships to disrupting the shopping experience as we know it, these founders have big ideas about what’s possible for retail and eCommerce. Read more
What we said
How to sell on the Wish marketplace (eDesk)
Statistics show that over 500,000 merchants sell on the Wish platform. If you’re looking to become one of them, we’ve put together some top tips on how Wish works and how you can get the most out of it to maximise your sales and revenue while reaching new markets. Read More
What inspired us
How eBay is empowering women through eCommerce (Tamebay)
A new report, Equitable Entrepreneurship: Empowering Women Through eCommerce released by eBay details how access to eCommerce opportunities on eBay have helped women, from small business owners to hard-working entrepreneurial individuals, deal with these economic and social challenges of the pandemic. Read More
What made us smile 🙂
Week 16: October 1st (2021)
Winners of the eCommerce Awards 2021 were announced yesterday – congratulations to all nominees and title holders! Also congratulations are due to our partner Linnworks, who received growth investment from Marlin Equity Partners this week; the capital will be used to accelerate the company’s continued expansion in North America and Europe.
October sees the start to Q4 and the holiday season has begun. How will the global supply chain impact your business during this busy time? Read on for more eCommerce news, tips and tricks:
What we’ve been reading this week
eCommerce prepares for the holiday season (eCommerce News)
Now that summer is over, most online businesses are preparing for the holiday season. Up to 73 percent of online retailers have started preparing already. However, most online businesses feel that they aren’t prepared for the season yet. Read more
More than half of online shoppers are open to buying Christmas gifts from abroad (Internet Retailing)
But 48% are worried that gifts ordered from other countries will arrive too late. Read more
DHL invests $300M to expand, automate US eCommerce network (Supply Chain Dive)
The bulk of the expansion will be implemented “probably sooner rather than later just given the growth we’re seeing,” said Lee Spratt, CEO of DHL eCommerce Solutions’ Americas region. Read more
What we learned
5 ways Reddit helps an eCommerce brand (Practical eCommerce)
Reddit has a strict no-self-promotion policy. Still, it offers a venue to further a brand and establish expertise. Read more
How to make this eCommerce holiday season your best yet (Forbes)
As Black Friday, Cyber Monday and the rest of the 2021 holiday season approach fast, eCommerce businesses must be ready. A well-planned, targeted digital marketing strategy combining different elements will be what defines the eCommerce winners of 2021 and beyond. Read more
What we found interesting
Fraud prevention strategies are imperative amid rising eCommerce transactions (CISION)
Online merchants to create fraud prevention strategies in-house or partner with cybersecurity solutions providers, notes Frost & Sullivan. Read more
Walmart is to graduate first eCommerce class (Inside Indiana Business)
In an interview with Inside INdiana Business, Walmart Vice President for U.S. Learning Andy Trainor said the FC Academy is about teaching a tech-enabled skillset as retail evolves. Read more
What we said
Holiday season 2021: The biggest ever for eCommerce!
Will this holiday season be the biggest one ever for eCommerce? And how will the global supply chain crisis impact online retailers? Let’s take a look in a bit more detail. Read More
What inspired us
Etsy offering planet-friendly packaging to sellers (Free Press Journal)
The packaging is aimed at merchants who want to make greener choices for their business and join Etsy is crafting a more sustainable marketplace. Read More
What made us smile 🙂
Amazon announces Astro the home robot (Mirror)
Amazon is launching Astro, its first household robot, powered by its Alexa smart home technology. Read more
Week 15: September 24th (2021)
Congratulations to multichannel super seller Boulevard who received £2.2M in funding this week, and omnichannel brand Superdry who announced a return to revenue growth in Q4. We’re delighted to support such serious eCommerce players in their end-to-end approach to expansion.
Other retailers expanding to EU online marketplaces should check out our partner webinar with OFX to learn about selling internationally. Here’s a roundup of other eCommerce headlines and highlights:
What we’ve been reading this week
Hottest toys may be sold out by Black Friday due to bottlenecks (DIGITAL COMMERCE 360)
Besides coping with supply chain hangups, the toy industry is also dealing with extraordinary demand. Sales grew 15% in the first half of 2021 to $22.5 billion from a year earlier, according to researcher NPD. Read more
Energy price crisis “risks aggravating the already severe supply chain predicament” (Guardian)
Companies are already struggling with a shortage of haulage and staff, linked to both Brexit and Covid, as well as global supply chain disruption linked to the pandemic, while experts warn higher energy prices are likely to lead to inflation. Read more
This platform is building the bridge between DeFi and eCommerce (Cointelegraph)
This DeFi ecosystem is disrupting eCommerce by leveraging DeFi protocols to build the next Amazon. Read more
What we learned
Amazon is planning a beauty products event for October to hook early holiday shoppers (CNBC)
A slide deck Amazon sent to select beauty brands said the company is currently planning the event for Oct. 4-25. The same information was sent to some consulting firms that help manage businesses on Amazon. Read more
There’s an easier way to get funding for your eCommerce business (Entrepreneur)
Clearco recognizes that consumer shopping behaviors remain online and that the growth of eCommerce is still steady, so they recoup investment through a unique revenue-sharing model. Read more
Global shipping is a big emitter, the industry must commit to drastic action before it is too late (Guardian)
Around 80% of global trade is transported across oceans on cargo vessels powered by fossil fuels, Pacific nations are calling for decisive global action. Read more
What we found interesting
12 new eCommerce books for fall 2021 (PracticalEcommerce)
Here’s a batch of new ecommerce books for your fall reading list. There are titles on branding, social media marketing, personalized customer experience, entrepreneurship, and the post-pandemic workplace. Read more
The surge in ‘buy now pay later’ – and why we should be worried (Guardian)
Fintech firms are jostling to offer millennials interest-free payment plans as they shop online. Retailers love it of course, but all this unregulated lending is ringing alarm bells. Read more
What we said
Instagram: DMs & mentions straight to your inbox (eDesk)
More buyers than ever use Instagram to contact brands with pre and post-sales queries. eDesk now imports DMs and mentions directly from Instagram so customer support agents can convert more queries into sales. Read More
What inspired us
Two women entrepreneurs launch green initiative organic products eCommerce portal (Free Press Journal)
Each product on the platform is made with organic components promoting the vision of 100 per cent sustainable living with a future of minimal carbon footprint. Read More
What made us smile 🙂
Proud mum gives birth to ‘eBaby’ after hitting ‘buy it now’ on online sperm (Mirror)
Stephenie Taylor, 33, turned to the internet to pick up some sperm and an insemination kit after deciding she wanted a second child and discovering private fertility clinics were too expensive. Read more
Week 14: September 17th (2021)
With big name players like Adobe and Primark making moves to claim their piece of the eCommerce pie as online shopping is predicted to reach over $5 billion in Christmas spending this year, let’s take a look at what else is going on in the world of digital retail.
What we’ve been reading this week
1. From Coffee To Microchips – The Supply Chain Crisis Is Disrupting UK plc (Guardian)
The Guardian has tracked a humble cup of takeaway coffee from its source, revealing the impact of global heating, shortages of workers and materials, and soaring prices. Read more
2. Constructor Finds $55m For Tech That Powers Search And Discovery For eCommerce Businesses (TechCrunch)
Constructor says that it powers “billions” of queries every month, with revenues growing 233% in the last year. Customers it works with include Sephora, Walmart’s Bonobos, Backcountry and many other big names. Read more
3. Bustling Holiday Shopping Season Ahead (AXIOS)
This holiday season, eCommerce sales in the U.S. will likely be 50% higher than 2019 levels. Brick and mortar retailers’ sales will also be up over the same period, but by just 9%, estimates a new Deloitte report released this morning. Read more
What we learned
1. Latest Toy Craze Sweeps UK As Fidgety Britons Buy In To Pop Its (Opera News)
One retailer has sold 1m and says the market for fidget poppers ‘could be as high as 5m’. Read more
2. Here’s How Inflation Is Hitting The Online Prices Of Everything From Apparel To Furniture (CNBC)
The changes mean eCommerce transactions are on pace to account for roughly $1 of every $5 spent by Americans, up from $1 of every $6 in 2017, Adobe said. Read more
3. Why Social Commerce Is The Future Of Shopping Online (AdAge)
Being able to deliver content from multiple sources in response to a customer inquiry is critical to customer support and self-service. Read more
What we found interesting
1. Google Cloud Retail Search To Address $300 Billion eCommerce Search Abandonment (WebProNews)
Google is trying to help the eCommerce industry address a $300 billion abandonment issue with Google Cloud Retail Search. Read more
2. Are You Wasting Your Google Ads Budget? 11 Lessons Learned in Audits (SEJ)
Check out these common missteps that can waste your Google Ads budget, based on lessons learned in conducting PPC audits. Read more
3. Stitch Fix Is Known For Its Curated Boxes, But It’s Rolling Out A Whole New Shopping Experience (Fast Company)
It’s designed to mimic the discovery process of a traditional department store, where brands and styles are showcased together, rather than a typical eCommerce site, where you have to search for exactly what you want. Read more
What we said
Unlocking Voice For eCommerce Marketplaces: eDesk And Aircall (eDesk)
The eDesk and Aircall partnership provides online retailers with access to cloud-based phone calling capabilities, joining the existing eDesk suite that centralises their email, chat and social communications across eCommerce marketplaces. Read More
What inspired us
The Secret To A Great Customer Experience Is A Great Employee Experience (Forbes)
The way to ensure a positive internal culture is what I refer to as The Employee Golden Rule, which is to do unto employees as you want done unto customers. This is where the customer experience begins. Read More
What made us smile 🙂
Humor Sells – Funny eCommerce Product Descriptions & Promotions (CHEEZburger)
Product and restaurant reviews can be endlessly entertaining. Some people are unintentionally hilarious, showing their high maintenance and incredibly dramatic sides. Other people want you to have fun reading their reviews. These Amazon testimonials definitely fall into the latter category. We’re very thankful for the hilarity. Read more
Week 13: September 10th (2021)
The appeal of eCommerce shows no sign of waning, with Italy and the Middle East both identified as major growth markets. Here’s what else has been going on in the world of online retail:
What we’ve been reading this week
1. 22 Arrested For Running Fake Amazon Customer Service (India.com)
At least 22 people were on Wednesday arrested from New Alipore area in Kolkata for running a fake call centre by impersonating Amazon customer care employees and duping several people, police said. Read more
2. eCommerce Automotive Aftermarket Competitor Analysis Report (Yahoo)
The Global eCommerce Automotive Aftermarket Market size was estimated at USD 8,635. 94 Million in 2020 and expected to reach USD 9,843. 24 Million in 2021, at a Compound Annual Growth Rate (CAGR) 14. Read more
3. Facebook Looks to Maximize Shops Performance as Part of its Broader eCommerce Push (SocialMediaToday)
As Facebook continues to expand its eCommerce push, it’s now giving advertisers the option to direct ‘approximately 10%’ of the traffic generated by their conversion ads to their Facebook and Instagram Shops instead. Read more
4. How To Win Cyber 5 Weekend (Forbes)
Over the years, eCommerce has caught up with brick-and-mortar Cyber 5 sales. The pandemic accelerated this at warp speed. Last year’s shopping holiday brought in more than $34 billion dollars, a 300% increase in sales year over year. With in-store shopping back in full swing, this year is only looking up. Read more
What we learned
1. Customer Service, Remote Working, Advertising: 5 Interesting Stats (MarketingWeek)
Customer service has worsened over the past year, Marketers would take a pay cut to work from home, offline ad experiences beat online for consumers, retail footfall still below pre-pandemic levels, and most advertisers unable to maximise use of first-party data. Read more
2. How to Get the Most Out of Your Customer Service Team (customerTHINK)
Good customer service starts with a good team of people. Keeping this in mind, here are a few key ways you can maximize your customer service and get more out of your team. Read more
3. How to Accelerate Innovation in Today’s Digital Workplace (ReadWrite)
The alternative method to in-store methods means merchants need to improve their online retail experience for better sales. Read more
What we found interesting
1. What Brands Need To Know About Social Commerce Vs. eCommerce (AdAge)
Even as TikTok builds out its shopping features, many retailers still prefer doing business on their own sites. Read more
2. Modern Customer Service— More Social, More Intelligent (KMWorld)
Being able to deliver content from multiple sources in response to a customer inquiry is critical to customer support and self-service. Read more
3. The Greenest Way For Businesses To Send Packages Abroad (Digital Journal)
For the trader who wishes to dispatch a novel or unusual item overseas, what is the most environmentally friendly way to do so? Read more
What we said
10 Tips To Improve Customer Service On Instagram (eDesk)
we’ve done the research so that we can provide a handy checklist of the top ten tips that your business can put into practice right now to improve your customer service on Instagram. Read More
What impressed us
Galway Sisters’ Izzy Wheels Business Hits World Stage With Disney Collab (Independent.ie)
Izzy (24) and Ailbhe (28) design eye-catching wheelchair covers. Collaboration with entertainment giant for ‘Disney x izzy’ takes business to global level. Read More
What made us smile 🙂
19 Spicy Amazon Reviews That Bring The Heat (CHEEZburger)
Product and restaurant reviews can be endlessly entertaining. Some people are unintentionally hilarious, showing their high maintenance and incredibly dramatic sides. Other people want you to have fun reading their reviews. These Amazon testimonials definitely fall into the latter category. We’re very thankful for the hilarity. Read more
Week 12: September 3rd (2021)
More big name brands reported stock disruptions this week as concerns about the supply chain crisis continue to grow so it’ll be interesting to see how retailers respond to disappointed customers. Read on for more from the world of digital shopping:
What we’ve been reading this week
1. Walmart’s demand-side platform will be ready by October (Marketing Brew)
As third-party cookies disappear, marketers are hungry for first-party data to reach the right customers at the right time. Read more
2. Amazon launches its own BNPL service with Affirm (Charged)
Amazon has officially launched a ‘buy now, pay later’ (BNPL) service allowing customers to pay for goods over $50 dollars in a number of monthly installments. Read more
3. eCommerce events in Europe (eCommerce News)
It’s September already, and fall is almost here. Most events are hoping to take place physically this month, if needed, they can easily take place online. Let’s have a look at what’s possible this month. Read more
What we learned
1. Why picking a good company name is a tricky business (BBC)
Although William Shakespeare wrote that “a rose by any other name would smell as sweet”, it wouldn’t be a good idea for a new online flower delivery service to call itself Rancid-Thorns.com. Read more
2. 4 Ways to Leverage Social Proof to Grow Your Business Online (Entrepreneur)
In a crowded online ecosystem, your business needs to stand out to see success. Read more
3. How to Accelerate Innovation in Today’s Digital Workplace (ReadWrite)
The alternative method to in-store methods means merchants need to improve their online retail experience for better sales. Read more
What we found interesting
1. Flip bags $28M to turn beauty, wellness social commerce on its head (TechCrunch)
Social commerce startup Flip is mixing live commerce mobile apps with real customer reviews to improve the buying experience and opportunity for the creator economy. Read more
2. Online gift guides are playing a bigger — and more difficult — role for brands (Digiday)
Gift guides are important this year, especially after a pandemic-influenced boom in holiday eCommerce and online product discovery last year. Read more
What we said
What is Automated Customer Service? Examples, Pros and Cons (eDesk)
There are many ways in which automation can help make a typical customer service proposition better, faster, and more efficient — giving you an edge over your competitors. Read More
What impressed us
Lego Blames Darth Vader for Customer’s Missing Pieces and Puts Han Solo on the Case (MOVIEWEB)
The Force is strong with LEGO customer service. They have just thrown down the gauntlet, and made a LEGO superfan’s day. Read More
What made us smile 🙂
9 Customer Service Phrases That Should Be Retired Immediately (Inc.)
You’re not fooling anybody with these canned lines, so why not just tell us the truth? Here are the nine worst offenders and what they really mean. Read more
Week 11: August 27th (2021)
As we prepare for Q4 the eCommerce industry has never been busier, so much so that FedEx is relying on robots and AI to automate their part in the supply chain. Here’s a look at what else has been happening in the digital retail ecosystem:
What we’ve been reading this week
1. TikTok partners with Shopify in latest step to expand its eCommerce efforts (SCMP)
TikTok, the hit short video app owned by Beijing-based ByteDance, is expanding its online retail efforts through a partnership with Canadian eCommerce giant Shopify that will allow US and UK users to buy directly through the app. Read more
2. ShipStation report shows sustained eCommerce shopping after lockdowns (Inside Retail)
The business surveyed 2000 global consumers to compile the data, releasing the report to highlight retailer opportunities that continue to arise in the sector. Read more
3. Shipping firm Maersk spends £1bn on ‘carbon neutral’ container ships (Guardian)
Eight new vessels able to run on methanol fuel could help save more than 1m tonnes of carbon emissions a year. Read more
What we learned
1. How to Start a Successful Podcast for eCommerce (Practical eCommerce)
A podcast can help with customer acquisition and retention. It can provide reusable content. And it’s one of the simplest ways to launch content marketing. Read more
2. Focus on These 5 Areas If You Want to Build a Successful Ecommerce Business (Entrepreneur)
Running an online business can give you the freedom to live life on your terms, but only if you know what you’re doing. Read more
What we found interesting
1. Industry insiders are pointing to the ease of online reselling for helping crime rings thrive (Insider)
Retailers are now sounding the alarm on spiking theft statistics and the role of eCommerce platforms as “fences.” Traditionally, fences have taken the form of pawn shops or flea markets, but the rise of online shopping has turned this on its head. Read more
2. Amazon Vs. Walmart: The Epic Battle Of Retail Kings Gets Hot (Investor’s Business Daily)
The two-decade war of Amazon vs. Walmart just heated up, with no end in sight. And the fight for retail and eCommerce dominance holds big stakes for both Amazon stock and Walmart stock. Read more
What we said
8 Mobile Commerce Trends That Will Dominate Through 2021 and Beyond (eDesk)
Mobile devices like smartphones and tablets offer you the convenience of buying and selling things at the click of a button. Mobile commerce is an eCommerce category that has quickly gained popularity owing to the ease of transacting. Read More
What impressed us
Victoria business students’ eCommerce initiative funds wildfire relief (Saanich News)
eCommerce retailer Shop Solidarity, which funds social causes by selling sustainable apparel products, was co-founded by business students Wayson Yan, Madelaine Lavis and Christie Wilson and will raise money for the Canadian Red Cross’s wildfire appeal fund by selling eco-friendly tote bags and T-shirts. Read More
What made us smile 🙂
‘I opened it and I just started laughing’: the pitfalls of pandemic shopping (Guardian)
From accidentally over-ordering, to products that bear no resemblance to their photos, buying everything online has its downsides. Read more
Week 10: August 20th (2021)
It may still be summer, but Christmas shopping is causing quite a stir already and we haven’t even passed ‘back-to-school’ season. Container and lorry shortages may result in a scramble for must-have gifts this year. Read on to find out what else has been going on in the world of eCommerce.
What we’ve been reading this week
1. Holiday shipping is going to be chaotic and expensive this year (Business Insider)
This holiday season, for the first time ever, the US Postal Service is temporarily increasing shipping rates for all customers. The reason, USPS said, is to offset increased costs during the busiest shipping season of the year. Read more
2. Toys could be in short supply this Christmas, so get buying now, industry warns (The Guardian)
It may be August, but the nation’s toy shops have already issued an alarming plea to parents desperately trying to enjoy a summer break. If you know what your child wants for Christmas – buy it now and hide it in a cupboard. Read more
3. TikTok is testing out a seller marketplace (ModernRetail)
The company recently published a page called TikTok Shop: Seller University, which outlines how brands and third-party sellers can set up their own stores, accept payments and interface with customers all inside the app. Read more
What we learned
Fake online reviews cost $152 billion a year. Here’s how eCommerce sites can stop them (World Economic Forum)
Using official figures and self-reporting by the world’s leading eCommerce sites (including Trip Advisor, Yelp, TrustPilot and Amazon) on average we find that 4% of all online reviews are fake. Read more
What we found interesting
Gartner Says Customer Service to Significantly Increase Investments in Chatbots, AI and Analytics Over Next Two Years (Gartner)
In a survey of 89 service leaders in May-June 2021, respondents evaluated 51 technologies to assess how they are currently being used, the value they provide service organizations and what bets service leaders would place on their future importance. Read more
What we said
How to Use Facebook Messenger for Customer Service (eDesk)
While social messaging has been on the rise for some time now, today more than 2 billion people worldwide use social messaging apps to connect with others online. Facebook Messenger, in particular, sees 1.3 billion users per month – that’s 11% of the world’s population! Read More
What impressed us
Meet the 23-year-old earning over £500,000 a year – having started business with just £80 (Express)
Greg Cooke started his first business as a teenager and eight years on, he has built an eCommerce empire. Mr Cooke’s entrepreneurial spirit was sparked at just 15 years old by his then girlfriend and now fiancée’s father. Read More
What made us smile 🙂
Dad left red-faced as shop follows instructions for daughter’s gift to the letter (Mirror)
Dad Richard Dexter ordered a £30 England shirt for his daughter Lily from eBay and requested to have Harry Kane printed on the back – but there was a slight mix-up with the instructions. Read more
Week 9: August 13th (2021)
This week we’re wondering if fast fashion is a dying trend as sustainable sneakers shake up the footwear market and Vans unveiled a more sustainable approach with natural rubber and water-based inks. Let’s take a look at what else is news in the eCommerce world.
What we’ve been reading this week
1. Introducing Wish Parcel to ship packages (tamebay)
Making it easier for merchants selling on Wish to handle shipping, Wish Parcel is a logistics program designed to provide easy, inexpensive, and trustworthy shipping options for anyone shipping packages. Read More
2. Amazon’s Failing To Squelch Shopify’s 57% Growth (Forbes)
Amazon AMZN -0.9% has lagged Shopify considerably during this decade. And while Shopify has been slowing down from its long-term growth trajectory, it’s still growing more than twice as fast as Amazon. Read More
3. InPost UK hits 2,000 automated parcel machines (RTIH)
The company, which was founded in Poland in 2006, has seen its locker coverage in the UK almost double over the last six months, with around 900 units installed so far in 2021, giving InPost approximately 140,000 individual locker compartments for consumers to collect and return their orders. Read More
What we learned
1. Has Your Company Lost Its Customer Service Mojo? 7 Ways To Make Customers Love You Again (Forbes)
And if you want to keep your company away from that commodity dustbin, where you’ll be considered 100% replaceable, 100% interchangeable with other providers, shift your focus to providing exceptional customer service in every single customer encounter. Read More
2. A look in the mirror: the existential threat facing beauty halls (Guardian)
Covid pandemic has accelerated shift to online purchases, with big brands buying up startups. Read More
What we found interesting
Covid has accelerated shift to eCommerce by at least 5 years: Golden Gate Ventures (CNBC)
Vinnie Lauria, managing partner at Golden Gate Ventures, says the Covid-19 pandemic has brought about a huge shift from offline to online, and many companies in the eCommerce space have “exploded.” Read More
What we said
Why Online Sellers Must Pay Attention to Their Net Promoter Score (eDesk)
NPS depends on using a consistent process and surveying a sizable sample of customers. As an online seller, your NPS is one of the most powerful KPIs in your toolkit. While every business is focused on making a sale, really successful businesses are focused on happy customers. Read More
What impressed us
Boohoo opens supply chain to customer viewing amid fresh reports of exploitation (FashionUnited)
The British fashion group, which owns brands Nasty Gal, PrettyLittleThing, Misspap, Karen Millen and Coast, announced Friday it would be giving customers the opportunity to “meet the real people who make our clothes”, including fabric weavers, printers, pattern cutters and machinists. Read More
What made us smile 🙂
Week 8: August 6th (2021)
As we entered August, Phil Halliday MD described how shoppers want to buy now that HMV has turned 100 years old, and Under Armour celebrated their position as a premium brand thanks to a direct-to-customer approach that has yielded almost 40% growth in eCommerce sales. Read on for more from the world of digital shopping.
What we’ve been reading this week
1. Amazon fined record $887 million over EU privacy violations (THE VERGE)
On July 16, 2021, the Luxembourg National Commission for Data Protection (the “CNPD”) issued a decision against Amazon Europe Core S.à r.l. claiming that Amazon’s processing of personal data did not comply with the EU General Data Protection Regulation. The decision imposes a fine of €746 million and corresponding practice revisions.
2. Shopify to open new SoHo space for New York City’s entrepreneurs to learn, grow and work (amNY)
In the last year, thousands of New York City entrepreneurs have launched their businesses on Shopify. Now, Shopify New York will serve as a space for the city’s budding and existing entrepreneurs will have a space to call their own.
3. Twitter grab a piece of eCommerce pie with Shop Module (tamebay)
This week, Twitter have announced the launch of a pilot of the Shop Module, a feature that allows them to explore how shoppable profiles can create a pathway from talking about and discovering products on Twitter to actually purchasing them.
What we learned
1. eCommerce Common Mistakes According to Steven Ridzyowski (LA Progressive)
Steven Ridzyowski is an eCommerce and digital marketing expert who founded eCommerce Marketing Agency. He has seen every marketing mistake that has ever been made, so LA Progressive sat with him to get advice for up-and-coming eCommerce business owners.
2. How Smart Product Recommendations Can Improve eCommerce Sales (CustomerThink)
Smart product recommendations are an important aspect of any successful retailer’s eCommerce strategy. They help customers find products that are relevant to their interests at lower costs for the retailer.
What we found interesting
Why two brothers are betting on creating new brands and eCommerce to grow their media company (DIGIDAY)
Galvanized Media is hoping an old media trick helps to sustain its growth: family. The digital media company’s founder/CEO and its newly appointed COO (and president) are brothers — former Bonnier Corp. CEO Eric Zinczenko is joining David Zinczenko’s company.
What we said
The Ultimate Guide to Customer Feedback in 2021 (eDesk)
If you’ve been wanting to know how you can use customer feedback to obtain an edge over your competitors, read on for our comprehensive guide filled with actionable tips that you can apply today to start generating results and growing your business.
What impressed us
75 percent of companies offer support outside of business hours: Hiver Survey (ThePrint)
As many as 75% of customer service teams deliver support outside of regular business hours while 34% offer 24×7 support, according to a report published by Hiver.
What made us smile 🙂
Week 7: July 30th (2021)
As Diageo declares surging sales on eCommerce marketplaces and an intention to lead in the direct-to-customer space, their faith in the shift in consumer buying habits is echoed by Shopify’s valuation of $191 billion and ambitions to transform the future of eCommerce. Here’s what else has been going on in the world of online retail.
What we’ve been reading this week
1. Shopify beats revenue expectations on resilient online shopping trend (REUTERS)
Canada’s eCommerce giant Shopify Inc beat second-quarter revenue expectations on Wednesday, on the back of a resilient online shopping trend precipitated by the COVID-19 pandemic.
2. Twitter is testing a shopping feature (CNET)
As other social networks double down on eCommerce, Twitter is throwing its hat in the ring.
3. Alibaba CEO tells shareholders that record antitrust fine made it ‘more thoughtful’ about its responsibilities (SCMP)
Zhang’s remarks come as the country’s technology firms are under scrutiny by both Beijing and society at large for putting profits before social responsibility.
What we learned
What Makes a Modern eCommerce Experience (Business News Wales)
Although many smaller businesses might see machine learning as financially prohibitive, implementing the technology need not be as big an undertaking as many think.
What we found interesting
eCommerce Tech Veteran And CEO Julie Bornstein On Her Latest Venture, THE YES (Forbes)
THE YES, a new fashion retail platform is betting fashion consumers won’t say no to a fresh way of online shopping. Led by eCommerce tech veteran Julie Bornstein the recently launched app just debuted a website to bring the platform full circle.
What we said
10 Ways to Get Online Reviews for Your Business (eDesk)
Online reviews have never been more prevalent than they are today. Just take one look at the popularity of review websites such as TripAdvisor, Amazon and Which?, and you’ll see that their influence is immense.
What impressed us
The Teen Tycoons of DEPOP (The Verge)
Young people can make real money selling vintage clothes online — if they can stay on the right side of the algorithm.
What made us smile 🙂
Week 6: July 22nd (2021)
With extreme weather-related events continuing to seriously impact some parts of the world and Jeff Bezos passing the Kármán Line, it’s interesting to see that men’s spending causes 16% more climate-heating emissions than women’s because men spend more on fuel and meat. Read on for more sustainability statistics and to find out what else has been happening in eCommerce.
What we’ve been reading this week
1. Two thirds of UK consumers want to see action on eCommerce sustainability (Internet Retailing)
Two-thirds of UK consumers now believe the Government should crack down on online delivery CO2 emissions and force online retailers to invest in more sustainable options, a new survey has found. Read More
2. BigCommerce Teams with Amazon Multi-Channel Fulfillment To Help Merchants Process Orders Faster (BUSINESS WIRE)
Using Amazon Multi-Channel Fulfillment’s new application, BigCommerce merchants selling on or off Amazon can now more easily fulfill orders with various delivery speed options including one day shipping. Read More
3. Online stores that chat directly with customers gain 25% retention growth (Cross Border Magazine)
Research from SaaS start-up Blueprint finds that text message conversations move buyers from first to second orders more effectively. Moreover, it reduces subscriber churn, and improves a store’s understanding of what makes customers make multiple purchases. Read More
4. Digital Shelf Institute identifies primary drivers of eCommerce profitability (Yahoo)
A key finding from the report is that many companies state profitability as an objective, but oftentimes aren’t investing meaningfully in efforts to address it. Read More
What we learned
How SMEs in eCommerce can drive value from machine learning (Information Age)
Although many smaller businesses might see machine learning as financially prohibitive, implementing the technology need not be as big an undertaking as many think. Read More
What we found interesting
What Netflix, HBO Max, and others can teach us about doing business better online (inc.)
When it comes to thriving in the digital space and beyond, the streaming giants get a lot right. From my own experience working with such companies at the global technology firm Reaktor, here’s something I now know to be true: There are plenty of things retailers could glean from the likes of HBO and Netflix. Read More
What consumers hate about ecommerce in four charts (RetailWeek)
Whatever the priorities of shoppers, retailers need to be transparent early on in the online shopping journey around the fulfilment proposition, making it clear to consumers what the fees are and why they are being charged more for one service over another, our report finds. Read More
What we said
Customer Service Chatbots: The Future of Customer Service? (eDesk)
In customer service, nothing beats a personal connection. That said, there are some customer service tasks that can now be automated using new artificial intelligence technologies, in the form of chatbots. Read More
What impressed us
M’sian artist’s intentionally-bad drawings sell like hotcakes on Shopee (Mashable)
Amid all the depressing news revolving around COVID-19 come a few unicorns that stand out – the ones that are just too outlandish, bizarre, and straight up comical to ignore… intentionally bad drawings. Read More
What made us smile 🙂
Week 5: July 16th (2021)
As Burberry celebrates an excellent start to the new fiscal year with online sales more than doubling compared with pre-pandemic rates, and Foot Locker enjoys their digital business increasing 43% during the first-quarter, here’s a round up of what else is going on in the world of eCommerce.
What we’ve been reading this week
1. Flipkart raises $3.6bn of fresh funding (Siliconrepublic.com)
Indian online retailer Flipkart has raised $3.6bn of new funding in a pre-IPO round, bringing the firm’s value to $37.6bn. Read More
2. Walmart Surpasses 100,000 Marketplace Sellers (Marketplace Pulse)
Walmart marketplace has doubled in size in twelve months to reach 100,000 third-party sellers. It has doubled for the second year in a row. Read More
3. Amazon seller acquisition market seeing unprecedented activity (ECT News)
One of the little-known marketing secrets on Amazon is how seller aggregate organizations drive product and seller buyouts. These companies can greatly impact the broader market. On the surface, aggregate companies become what amounts to sub-stores within the marketplace. Read More
What we learned
How to prepare your eCommerce business for summer sales (INFLUENCIVE)
With just a few more weeks to go until summer sales are in full swing, it’s time for you to get your eCommerce business up and running so that you can take advantage of this exciting sales period. Read More
What we found interesting
Foxhound Releases Top 5 Reasons eCommerce Growth Is Accelerating Rapidly (Yahoo)
Foxhound, a digital marketing company, lists the top five reasons eCommerce growth continues to mushroom and why this will impact digital marketing for years to come. Read More
5 Mistakes New Shopify Stores Make (And How to Avoid) (Sufio)
Launching a new eCommerce business should feel exciting and full of potential – just don’t let common pitfalls impede your chances of success. Read More
What we said
The Art of Customer Appreciation and How it Can Help You Grow (eDesk)
“The customer is always right” is an old customer service adage we’ve all heard countless times. It can come across as a bit of a cliché, but it means a lot more than just observing basic customer service principles. It reminds us that customers are the lifeblood of every business; that is, without customers, you have no business. Read More
What impressed us
An eCommerce platform where kids are operating their own storefronts (TechCrunch)
Mighty — led by founders Ben Goldhirsh, who previously founded GOOD magazine, and Dana Mauriello, who spent nearly five years with Etsy and was most recently an advisor to Sidewalk Labs — hopes to woo families with the pitch that it operates at the center of fintech, ed tech, and entertainment. Read More
What made us smile 🙂
Week 4: July 8th (2021)
Quite a lot of sustainability talk this week as eCommerce giant Flipkart announces they’ve eliminated all single-use plastic packaging and renting clothes was described as, “worse for the planet than throwing them away.” Here’s what else caught our eye:
What we’ve been reading this week
- BigCommerce expands into the Netherlands, France and Italy (BigCommerce)
With 74% of European consumers planning to continue online shopping habits as lockdowns lift, BigCommerce will offer language, payment and content support to help local merchants compete in this increasingly digital-first economy.
- Amazon sets a new tone as Jeff Bezos era comes to an end (CNBC)
Amazon on Thursday added two new entries to its set of 14 leadership principles, including “Strive to be Earth’s Best Employer” and “Success and Scale Bring Broad Responsibility.”
- China proposes rules to punish illegal eCommerce pricing (Reuters)
China’s market regulator issued draft rules on Friday to punish illegal pricing activities, including heavy subsidies and the practice by online platforms of charging different prices based on customers’ purchasing behaviour.
- Big Tech’s big bets – eCommerce the future for Instagram, Facebook (WHICH-50)
While Facebook has flexed hard in it’s roll out of shopping options for users, the social commerce space more broadly has become a full-on arms race between some of the most popular social media apps.
What we learned
17 eCommerce marketing tips to follow in 2021 (TechRadar)
Running an online store is a lucrative business idea, but it doesn’t come without its challenges. Finding ways to make your eCommerce site stand out can feel like a daunting task. The good news is that there are plenty of marketing tactics you can adopt in order to share your eCommerce brand with the right people, at the right time.
What we found interesting
- Customers fed up with Covid excuse for bad service (BBC)
Firms are being accused of using the pandemic as an excuse for long waits on the telephone or late deliveries, the UK Institute of Customer Service said.
- Why Amazon’s Crackdown On Fraudulent Sellers Is A Win For Everyone (Forbes)
Let’s hope this is just the beginning of the end to this anti-competitive, anti-consumer, billion-dollar problem.
What we said
6 Customer Service Email Templates You Can Use in 2021 (eDesk)
Email templates are great because not only do they save you time in replying to customer emails, they are also pre-worded in expert ways that convey the messages you need to get across, while also being clear, polite and sympathetic to the customer’s problem. Now doesn’t that sound like a win-win?
What impressed us
The Amazon sellers who sold up and became millionaires (BBC)
The sheer scale of Amazon means that if they get the products and the marketing right, small sellers can find themselves selling huge amounts quite quickly.
What made us smile 🙂
Amazon bosses left red-faced after demanding Robin Moxon stop using the phrase ‘Prime Day’ (Metro)
The phrase has ‘existed before Jeff Bezos was a glint in his mother’s eye’, he says.
Week 3: July 1st (2021)
Welcome to the second half of 2021! In a week that saw Gap announce they’re shifting their focus to online and L’Oreal celebrating their digital transformation, we’re here to keep you up to date with the latest and greatest industry stories.
What we’ve been reading this week
1. Shopify unveils its vision for the future of eCommerce (TechRadar)
Shopify has taken the covers off a host of new features and improvements to the functionality of its eCommerce portfolio at its Unite 2021 event. Over 450 million people used the digital checkout facilities from Shopify during 2020, with the company processing $120 billion in Gross Merchandise Volume (GMV).
2. Google dives further into eCommerce with new deals and shopping features on its web properties (DIGITAL COMMERCE 360)
Google Inc. is taking steps to dive further into eCommerce. It’s announced several online shopping tools and deals with companies used by online retailers worldwide, including eCommerce platform provider Shopify, digital payments company Square. and others to drive more shopping on the search giant’s web properties.
3. Etsy acquires Elo7, known as the ‘Etsy of Brazil,’ for $217M (TechCrunch)
Property investors have thronged into the logistics sector during the pandemic, betting that the change in habits will last. “We think the pandemic may have caused a three to five year acceleration in that shift in how people consume goods [in Europe],” said James Seppala, head of real estate in Europe for Blackstone, which has invested billions in the sector through its Mileway platform.
What we learned
– Why digital marketplaces are the future of eCommerce (RTIH)
Marketplaces in all shapes and forms have been the backbone for all sorts of commerce ever since ancient times. Nowadays, as the world is transforming and becoming more digital, the growth of digital marketplaces (eCommerce and all forms of online commerce) is booming.
What we found interesting
1. How Will Retailers Keep Online Customers After The Lockdown eCommerce Boom? (Forbes)
For many businesses, the lifting of lockdown provides a myriad of reasons to celebrate. The challenge, now, is ensuring that customers decide to stay and celebrate with them.
2. Here’s a Surprise About eCommerce Packaging (PACKAGING DIGEST)
Online shoppers overwhelmingly have a packaging preference, and it is contrary to the direction Amazon has taken.
What we said
– 6 Customer Service Email Templates You Can Use in 2021 (eDesk)
Email templates are great because not only do they save you time in replying to customer emails, they are also pre-worded in expert ways that convey the messages you need to get across, while also being clear, polite and sympathetic to the customer’s problem. Now doesn’t that sound like a win-win?
What impressed us
– Customer service rep receives praise for handling of woman’s complaint about company’s pride post (Independent)
A customer service representative is being praised for her handling of a customer’s complaint over the company’s support for the LGBTQ+ community during Pride Month.
What made us smile 🙂
Week 2: June 25th (2021)
It’s been a ‘Prime’ week for shoppers with many online stores offering deals to rival those of Amazon. The digital retail frenzy won’t help a global shortage in shipping containers, warehouse space or cardboard boxes. Read on for more details and subscribe to receive the latest in eCommerce news, advice and perspectives straight to your inbox.
What we’ve been reading this week
1. This year’s Prime Day broke sales records (CNN)
Overall, online spending during the two-day event surpassed $11 billion, a 6.1% increase compared to last year’s Prime Day held in October, according to Adobe Analytics, which tracks more than 1 trillion visits to US retail sites and over 100 million items across 18 product categories.
2. Watch out Amazon, TikTok is coming for you with short-video eCommerce (VERDICT)
Recently, TikTok announced that it had entered into partnerships with several companies, including Walmart, Shopify and L’Oréal, to bring the app’s eCommerce platform to a Western audience. We may soon find a cohort of Millennials and Gen Zs not only learning their latest dance moves from TikTok but also buying their daily products, a trend that may threaten well-established eCommerce behemoths such as Amazon.
3. Online shopping boom in pandemic drives demand for warehouse space (Financial Times)
Property investors have thronged into the logistics sector during the pandemic, betting that the change in habits will last. “We think the pandemic may have caused a three to five year acceleration in that shift in how people consume goods [in Europe],” said James Seppala, head of real estate in Europe for Blackstone, which has invested billions in the sector through its Mileway platform.
What we learned
1. 30+ Shopping Cart Abandonment Statistics (and Strategies for Recouping Lost Sales) (Shopify)
Cart abandonment causes online businesses a great deal of pain. This article shares 30+ shopping cart abandonment statistics to explain why people abandon their carts and what online retailers can do about it. Armed with this knowledge, you’re one step closer to converting browsers into customers.
2. Top 20 eCommerce Trends to Look Out For In 2021 (ROBOTS.NET)
Since the industry can be unpredictable, it isn’t easy to predict the longevity of each trend that pops up. Nonetheless, there are still a number of eCommerce trends that are almost guaranteed to take place. What are they and how should you respond to each of them? Here are the top 20 eCommerce trends you should watch out for in 2021.
3. New EU VAT Rules Starting July 2021, and What They Mean for Your Online Store
(Sufio)
While “death and taxes” are often said to be the only certainties in this life, the latter is often subject to a state of flux. Significant change is coming soon to the established EU VAT rules surrounding cross-border selling, which will have an important impact on eCommerce globally.
What we found interesting
– How in-store retail is shifting in the age of 5G (eMarketer)
The main focus for retailers will be on how in-store experiences are evolving in a post-COVID-19 environment, as the boundaries between the digital and physical worlds are blurring. Consumers who have grown accustomed to online shopping, video streaming, and social media are also engaging with fulfillment centers and brick-and-mortar stores. The invisible, seamless connection between physical and digital enabled by wireless 5G will bring forth a number of interesting opportunities.
What we said
– How Your eCommerce Brand Can Weather the Supply Chain and Shipping Storm Crisis Ahead (eDesk)
Online retailers have been quick to rise to the challenges of a global pandemic, thinking outside the box to provide people with essential goods and lifestyle products difficult to access in person. But now our industry faces a different kind of crisis: a worldwide shortage of shipping containers plus Covid-19 lockdowns in port cities are set to disrupt supply chains across all retail channels.
What impressed us
– Nintendo Customer Service Wins The Day With Sweet Response To Young Pokémon Fan (nintendolife)
We’ve seen a fair few stories like this over the years, where a young Nintendo sends in a letter to request a specific new game or to submit their own development idea and actually gets a response. Nintendo of America’s Customer Service team seems to have the whole thing nailed down, often sending sweet replies and making the kid’s day that bit brighter, and sometimes helping them to develop an even closer connection with Nintendo for years to come.
What made us smile 🙂
Week 1: June 18th (2021)
We spend a lot of time at eDesk keeping on top of what’s new in the eCommerce market and now we’re keeping our community in touch with our industry’s news. In the first of a new weekly series titled ‘eDesk Newsdesk’, we share a round-up of online retail trends, expert perspectives, and the odd chuckle or two along the way.
What we’ve been reading this week
1. Prime Day Spending Expected To Top $11 Billion, Adobe Predicts (Forbes)
While online spending in May declined from the pandemic-driven surge of Spring 2020, the continuing strength of the eCommerce economy, and consumer enthusiasm for the Amazon-invented annual sales event are expected to push Prime Day spending past last year’s $10.4 billion to over $11 billion.
2. 74% of European shoppers have no intention of scaling back online shopping (Internet Retailing)
Across Europe, three-quarters (74%) of consumers have no intention of significantly reducing their online shopping now that they can revisit the high street – and retailers agree, with 75% of eCommerce retail leaders saying they see the future of shopping is solely online.
3. Back-to-school spending likely to top pre-pandemic levels as parents and kids seek a fresh start (CNBC)
For many consumers, online shopping will remain a habit. eCommerce sales are expected to decline by nearly 7% year over year but will be 53% higher than the back-to-school season in 2019.
What we learned
– 3 Things Business Leaders Running eCommerce Websites Need to Keep in Mind in 2021 (CEOWorld Magazine)
Business leaders in eCommerce are well-versed in handling disruption. From consumer behaviour, fulfilment logistics, to digital marketing, shop owners have successfully dealt with plenty of headaches that have been thrown at them. Here are three important trends developing in the industry that you need to be aware of.
What we found interesting
– A lighter shade of dark – the growing trend of Dark Web activities and services seeping to the surface web (THE PAYPERS)
The world, everywhere, has changed, and the dark has made its way to the light. Let’s be smart about all of this and do more as a whole – it should be our basic responsibility. Be aware, be observant, be careful.
What we said
– The Stats That Underline the Importance of Positive Reviews (eDesk)
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Every eCommerce seller knows that positive reviews are a good thing, but just how much do shoppers rely on them when deciding what to buy? As it turns out, they’re really influential.
What impressed us
– Mum blown away by M&S worker’s kind message after she complained about son’s pyjamas (Mirror)
A mum has gone viral after sharing the response she was sent by a man named Steve who works for Marks & Spencer after she messaged about an issue with her son’s Marvel pyjamas.
What made us smile 🙂
