Greek eCommerce: First reaction to COVID-19

covid-19 survey ecommerce

Στην πρωτόγνωρη κατάσταση που ζούμε το βασικό αίσθημα που είναι διάχυτο στην αγορά είναι η αβεβαιότητα, η προσαρμογή σε νέες μεθόδους λειτουργίας και η αναζήτηση του τρόπου που ο καθένας μας μπορεί να βοηθήσει για να ξεπεράσουμε τη δύσκολη αυτή κατάσταση. 

Tο ηλεκτρονικό εμπόριο τους επόμενους μήνες θα αποτελέσει το βασικό και πιο ασφαλές κανάλι μέσω του οποίου το καταναλωτικό κοινό θα επιλέγει να εξυπηρετείται. Η νέα κατάσταση αποτελεί ευκαιρία για πολλούς αλλά απαιτεί οργάνωση, πολλές αλλαγές και γρήγορες αποφάσεις. 

Προκειμένου να κάνουμε μια πρώτη αξιολόγηση στη νέα συνθήκη του COVID-19, ξεκινήσαμε στις 18 Μαρτίου μια έρευνα σε συνεργασία με τον Ελληνικό Σύνδεσμο Ηλεκτρονικού Εμπορίου GRECA και με την υποστήριξη των BestPrice και του Skroutz

Η έρευνα είχε διάρκεια 18/03 – 21/03 και συμμετείχαν 307 επιχειρήσεις που δραστηριοποιούνται στο ηλεκτρονικό εμπόριο. Πιστεύουμε ότι τα συμπεράσματα αποτελούν χρήσιμη πηγή πληροφοριών τόσο για την Ε.Ε. όσο και για εθνικές αποφάσεις με σκοπό την υιοθέτηση καλύτερης δυνατής προσέγγισης για έναν τομέα που θα έχει καίριο ρόλο σε αυτήν την κρίση.

>>Κατεβάστε τα αποτελέσματα εδώ<<

 

e-satisfaction.com faces the challenge of omnichannel experience

Omnichannel is about continuity of the experience you provide to your customers. Our mission in e-satisfaction.com is to make business customer centric, so we could not stand still and not work to provide a solution to consistently track customer experience across channels and make it a part of an interactive marketing engine.

Omnichannel is about continuity of the experience you provide to your customers. Tracking and measuring this experience is a hard thing to do.  Multiple channels and multiple moments of truth that consumers experience when dealing with us makes it hard to implement and complex to manage.

Our mission in e-satisfaction.com is to make business customer centric, so we could not stand still and not work to provide a solution to consistently track customer experience across channels and more than that, make it a part of an interactive marketing engine that starts with customer feedback and reaches to personalized marketing, looking each experience of each customer at a time.

By using omnichannel characteristics of e-satisfaction.com businesses can constantly monitor in-store customer experience, based on feedback provided by customers, right after they completed their shopping experience, i.e. 10 minutes after leaving the store. With e-satisfaction.com for offline stores feedback is continuous (after every purchase), credible (collected only by customers, not visitors) and actionable (through triggering humanized marketing automations like refer a friend or review on Google places). This is the first time an authentic retail solution has the potential to provide ongoing customer feedback, combined with mechanisms of customer recovery and customer retention focusing always on customer’s experience.

How it works

Once a customer has completed an offline transaction (i.e. buy at store, or phone order), an e-mail, SMS or Viber message is sent asking for feedback about this specific experience. Customer clicks a one-time link made just for this purchase and is led to an easy to fill, short questionnaire that is filled only with taps and clicks in less than 30’’. Once the customer finishes and submits the questionnaire, automated algorithms are triggered to “understand” this feedback, and activates a personalized marketing automation, based on the sentiment of the response (i.e. If the customer is a referrer, he is asked to leave a review in Google Places). This way, the feedback loop is automatically closing, without you having to leave your office (at least not for happy customers), to take action on customer feedback!

omnichannel approach

An omnichannel experience is by itself a Unique Selling Point for every Business as it has the following advantages:

  • Provide a personalized and consistent customer experience
  • Provide a more accessible, dynamic and continuous customer journey
  • Brands become available to their customers at anytime and anywhere
  • Consumers can easily decide in what degree the overall experience matched their expectations

Conclusion

While measuring an omnichannel customer experience many different data sources are brought together. Think of it like a jigsaw puzzle. You will have the opportunity to evaluate the customer experience your Business provides in every channel you interact with them in a consistent and complementary manner. Brands who can best interpret omnichannel data and understand all customers, are the winners in today’s competitive market.

Omnichannel is not the future, it is now! Every business needs to ask themselves whether they will invest in fixing the past or in building a strong competitive advantage now and for the future having always as a reference the value of each customer.

Want to know more about the omnichannel experience?

Read the following interesting articles:

Expanding business and expertise from and to Israeli startup community

Author: I. Papikas, Senior Product Manager, e-satisfaction.com

First day is already gone and we already feel like we gained about a month of accumulated knowledge from the experts and known companies in the Israeli start-up community.

What am I talking about? The DLD Tel Aviv Innovation Festival of course, which takes place in Tel Aviv this September, like every September, to gather entrepreneurs, startups, companies and investors from all over the world to meet, grow their network, make partnerships and synergies and even invest or get funded.

I am in DLD Festival representing e-satisfaction.com that has been invited by the Embassy of Israel in Athens, Greece to be a part of the Greek Delegation in the conference and supported by the Hellenic Entrepreneurship Award. I am here with Greek promising startups that have been sent to exchange expertise with the local startup community and understand what makes the Israeli community so successful. During this trip we have the opportunity to understand how Israel manages technology and how companies in Israel work together with Universities, Public sector, Military and many other giant companies to allow sustainable growth which overcomes Greece’s by 40%.

The Culture

The very first thing that we learned on our very first meeting in Tel Aviv was about the unique culture of Israel and their entrepreneurs, an asset which makes them compete with the top startup cultures in the world, very close to the ones in Silicon Valley. And what is the key value of their culture? They call it chutzpah, a word that describes the courage, the strength, the stamina and the nerve to question almost everything around them, from military rankings to new technologies and processes. This attitude is what drives them further and further towards their goals, or faster and faster to their failures so that they can start up again. Work fast, fail faster is serious and we should never forget it.

Another characteristic that drives them, their curiosity, knowledge and expertise is the power of sharing. They believe in information sharing inside their ecosystem in order to help themselves grow fast and big. They call it Firgun, which describes genuine, unselfish delight or pride in the accomplishment of the other. They are willing to tell their story with everyone that is willing to hear, share mistakes and save others from doing them again, but also to share successes so that everyone can succeed as a team.

If you want to go fast, go alone.

If you want to go far, go together.

The Business

During our visit in our first day, we managed to book a private presentation of one of the most successful startups in Israel, Similar Web.

esatisfaction - DLD Festival - Papikas

Similar Web, a unique Website traffic data analysis service that powers startups and companies with their freemium model of providing the right analytics for any website in the world helping everyone to understand the business, the market and the effect of actions in the future by observing the past, the present while they deal with the trends of the market.

We learned what it takes to really have a secret weapon in your armory, power up your entire intelligence and innovate. So, if you think that you have this something special, take it to the world for a show-off. And then iterate, iterate and iterate until you make it right.

In this meeting, I realized the amount of attention that we have to give to our customers, and their customers so that we can keep everyone happy, pleased and in the loop. You have to take care of the customer from their very first step and for every step of their way. Keeping current customers can be much more expensive than acquiring new ones, but if you do it right and strategically, you will succeed big time.

Finally, growth and culture are two things that can easily stand against each other, when in rapid growth and continuous hires. If there was one thing that got into me, this is: Hire slow, fire fast. Relocate and let the team play along at the same place.

Conclusion

I would like, now more than ever, to quote Ghandi and allow me to simplify it and keep it short:

Be The Change You Want To See In The World

Change within and make the world a better place.

e-satisfaction is entering the Cypriot market

In the 9th e-Commerce Conference, in Cyprus, e-satisfaction presented to dozens of companies how they can develop and increase customer loyalty through Humanized Marketing. e-satisfaction in also entering the Cypriot market with two valuable collaborations!

In the 9th e-Commerce Conference, in Cyprus, e-satisfaction presented to dozens of companies how they can develop and increase customer loyalty through Humanized Marketing. The conference had over 200 participants from different industries, representing major companies such as Cyta, Apivita, GAP and Nielsen. Interest was oriented towards e-Commerce and how digital marketing can help the offline business world.

Evaggelos Kotsonis, CEO of e-satisfaction.com described and analyzed the human era of modern business and suggested a personalized marketing strategy, based on the buying experience that each customer had when interacting with an e-Business.

eCommerce conference in Cyprus

For the conference, Mr. Kotsonis commented: “The 9th e-Commerce Conference was a pleasant surprise as it seems that e-Commerce in Cyprus is constantly evolving. I was impressed that in an e-Commerce Conference there were so many and so frequent references to the value of the human element in e-Commerce and in e-Business”.

At the same time, e-satisfaction.com is entering the Cypriot market welcoming the continuously growing and customer-oriented Supermarketcy.com.cy! Sypermarketcy.com.cy is the first (and only) online supermarket in the country.

 supermarketcy.com.cy logo

For this new partnership, Mr. Kotsonis said “We are delighted to partner with Supermarketcy.com.cy, a pure play online supermarket founded on the basis of good service, consumer investing and implement customer centricity in the eBusiness world as envisioned from e-satisfaction”. In his statement, Mr. Idomeneas Sarantinos, CEO & Co Founder of Sypermarketcy.com.cy said “Our promise to provide our customers the best possible shopping experience ties in absolute terms with e-satisfaction. Customer service is in the center of our strategy, as it strengthens customer loyalty, which is our big challenge. We believe that our new partnership will bring us even closer to our goal; to be close to our customer”.  

e-satisfaction is also discussing for a possible collaboration with AMP and specifically, Famous Sports, which is the largest sports retail chain in Cyprus in the online as well as the offline e-Business world. AMP’s core values stand in creating an excellent relation and communication with customers, providing quick customer service and respecting each and every customer.

famousports Cyprus logo

To conclude, our presence in the 9th e-Commerce Conference by IMH was successful and we have a lot of work ahead and a long road to walk on.

Win Customer Trust!

While working with more than 140 e-Business and constanlty trying to provide them the optimal customer experience, we launched the Customer Satisfaction Badge where e-Business are able to promote that they do keep their promise for outstanding service!!!

with the new Customer Experience Badge of e-Satisfaction.com

While working with more than 140 e-businesses from multiple verticals, like retail, food and insurance, there were a lot of times that we have been asked to provide them a tool to demonstrate how happy their customers are and advertise that they do keep their promise for outstanding service. This need got us excited and we are happy to announce that the Customer Experience Badge of e-satisfaction.com, which is available for FREE to our prime customers, is here to help them create strong bonds with their clients who they may never meet in person.

What is the Customer Experience Badge of e-satisfaction.com?

A discreet badge that displays satisfaction scores and reviews, real customers and can be placed anywhere in the website, helping potential customers overcome their trust barriers before they make their final decision.

e-satisfacion customer experience badge

With the Customer Experience Badge of e-satisfaction.com, you will be able to advertise how good your customers say you are , an information that you never had the chance to show before!

What information are displayed in e-satisfaction.com Badge?

When we were designing the Customer Experience Badge of e-satisfaction.com we were trying to find a way to put feedback from more than 1,8 million customers in a small box and provide it as a beautifully-wrapped, easy-to-use gift to our customers. After long discussions, we reached to a beautiful lightbox that is displayed every time a user clicks on the badge , in which the following information are displayed:

  • the overall satisfaction score of an e-Business,
  • how many of the customers will buy again from this e-Business and
  • the three attributes that the customers of this e-Business say are the strongest attributes of this particular e-Business

badge lightbox

This dynamic information is taken from the feedback collected in the final stage of the consumer journey, by real customers of the e-Business, when they have a complete view of the service provided by each e-Business, so it is credible and authentic!

Why use a Badge in your e-Business’s website?

Customer Experience Badge of e-satisfaction.com is an effective weapon to increase the trust of your customers and gain ground in the battle of excellent customer experience.

For more information and details on the interactive e-satisfaction.com badge click here

What is e-satisfaction?

e-satisfaction is the #1 Humanized Marketing Platform for e-Business that combines customer feedback with actual automated marketing mechanisms that aim to recover or retain your customers. e-satisfaction is used by hundreds of e-businesses, helping them to go one step closer to customer centricity

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