- DTC Daily
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- Monday, June 19
Monday, June 19
Today's DTC news, tips, & tools you need to know
🙋🏼♀️ Customer service matters more than ever
📰 TL;DR - A new survey shows that customers are quicker to abandon a brand over poor customer service than ever. It showed that 73% of people are willing to abandon a brand after just one bad customer service experience. That’s up from 66% last year and 42% in 2021. On the other side of things, 81% said they were likely to be a repeat customer if they had a good experience. As well, the preferred channel for customer case was talking to a live person via the phone.
💡 Insight - There are a lot of other numbers to dig into here, so definitely click through! It’s not surprising that tolerance for bad customer service is deteriorating — there’s more competition than ever and more chances to have a good experience. If you don’t offer that, there are plenty of other places to go. I’d also take the stat about live phone agents with a grain of salt. This survey didn’t parse out the results by age group and I’ve seen other data showing younger customers prefer chat and other online or self-serve options — it’s older shoppers that really want a phone option.
🤖 The best AI e-comm tools you could be using
📰 TL;DR - Here’s a great list of AI tools and apps for e-comm that you can start using right now. While this list does include some AI chat programs that can help generate copy, it goes beyond that into image processing, customer chatbots, AI-powered marketing, video creation, and offerings from big players like SalesForce.
💡 Insight - If there’s something you’re doing, there’s probably an AI application that can make it easier. Much of the chatter around AI is about ChatGPT and similar applications, but the reality is that AI is defining the next wave of technology and it’s being used everywhere possible. For example, there are some AI-powered image processing apps here that can make something as simple as prepping a large batch of product images that much quicker. Have a look through the list and see if there’s something that can make your life easier.
🔥 Prime day prep heats up
📰 TL;DR - Prime Day — she’s comin’! What’s different this year is that social media is going to be more important than ever for Prime Day marketing efforts. In this interview with Jungle Scout’s Mike Scheschuk, he says third-party sellers, submitting deals to Amazon for promotion will be a bit less important. Rather, 41% of sellers are concentrating on social media. Worth noting: Amazon offers rebates to sellers who drive social media traffic, so it’s a win-win. And TikTok is the trendy platform for it. He also predicts sellers will have more inventory on hand than in previous years.
💡 Insight - The other good news here is that with inflation seeming to slow down, customers are more down for some discretionary spending. Combined with another survey I saw showing Prime Day shoppers are looking for big deals on big items like electronics, overall I think we’re shaping up for some healthy spending on Prime Day. I also think customers expect to see Prime deals promoted on social media, so don’t overlook that!
💌 Email marketing best practices
📰 TL;DR - This piece has some great tips for leveling up your email marketing game. Such as: don’t skip the welcome email, write like you speak, keep it short, keep it skimmable, and really hone in on those subject lines. Overall this isn’t groundbreaking advice, but added up it’s all pretty solid advice. Another important tip is make it easy to unsubscribe. Not that you want people to leave, but under spam laws you gotta.
💡 Insight - Seriously, don’t overlook a welcome email. When I first make my purchase is when I’m most likely to actually read an email from that brand. And if there’s an offer in there, I’ll remember that. Skimmability is also such a simple-sounding tip, but it’s crucial. Don’t give me big blocks of text. I want sections, I want emoji, I want H2s. Make it low effort to read your emails.
🛠️ Things worth checking out
📦 FULFILLMENT - Need some tips and tricks for faster order fulfillment? Check this out.
👙 SWIM - Universal Standard is getting into the swimwear game (a trend lately!) with a huge size range. Read here.
💰 ALIBABA - E-comm giant Alibaba is planning to launch a localized version for Europe. Read here.
😁 SHOP HAPPY - Young internet users love to shop online — in fact, 25% do it on the daily. Read more here.
📈 TRENDS - Here’s a roundup of six e-commerce trends for 2023.
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