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Market Driven Customer Expectations

Customer expectations are the feelings, needs, and ideas that customers have towards certain products or service. Customers hold both explicit and implicit performance expectations for attributes, features, and benefits of products and services. Implicit expectations reflect established norms of performance and are driven by existing market players. As market continuously rises so do customer expectations.

Elusive Customer Satisfaction

Customer satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectations. True customer satisfaction and stellar customer service can only happen through a complete and proper understanding of the customer expectations. Road to very profitable revenue growth driven by repeat customer segment starts with knowing your customers' expectations - explicit and more importantly-implicit ones.

Strategic Shot in the Dark

Most retailers embarking on an omni-channel journey have a very inward-looking, own capability driven, approach. However, as this strategic move needs to ensure profitable and continuous growth, its performance needs to exceed consumers’ market level defined expectations. These are shaped by competitors and key market players. Designing an omni-channel experience without taking into account how other players in the market perform is a strategic shot in the dark.

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eCommerce Operations Excellence Platform

A winning omni-channel experience can be only that one that continuously outperforms the market averages while ensuring the unique differentiators of the experience. With this in mind, to help guide omni-channel design efforts, we benchmark in each country the performance of key industry and market level e-commerce and e-retail players.

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SO DIGITAL GLOBAL E-COMMERCE OPERATIONS EXCELLENCE PLATFORM guides formulation, optimisation and execution of omni-channel experiences by providing insight into competitive dynamics across and within individual markets

Who is it for?

Omni-channel strategists, architects and team leaders who have direct influence, control and responsibility for overall omni-channel performance and continuous sustainable growth across multiple markets. Market level insights from our platform will help all supporting teams and roles who are in charge of or involved with driving the performance of individual omni-channel functionalities.

Marketing team, Supply Chain and eCommerce Operations team professionals are just some of the examples of those who can leverage insights from the market research and leverage them for tactical improvements, performance gaps identification and/or general market trends tracking.

When is it needed?

With size and scope of organisational changes required to create omni-channel functionalities including, but not limited to, investments into technology, people and processes, you want to make sure that this strategic action is a right one. Having insights into the expected performance of omni-channel functionalities will help you focus your investments and make sure they result in competitive advantages.

However, if you already made investments omni-channel functionalities, you can still use market insights to audit how they perform compared to the market average, seek tactical improvement areas and plan future elements investments, while taking into account current position.

How does it work?

Trained researches in target countries perform actual purchase of products from target e-retailers, recording their every step, while answering standardised scale based scorecard with average 200+ data points to provide insight into comparative performance of leading e-retailers on selected dimensions - including omni-channel functionalities and features. Results are made available in the platform.

With yearly subscription, clients get access to benchmarked country data sets, while also being able to create reports on the platform itself to drive focused learning insights. Reporting module enables comparison of markets, retailers, data points and across completed benchmarks to discover trends.

How do you benefit?

By having insight into what are the average consumers expectations from omni-channel retailers, you will be able to strategically focus your investments into elements of omni-channel performance that actually make a difference for consumers. Focusing investments to design compelling and competitive channel value propositions enables profitability and growth.

Aside of strategic level benefits, omni-channel, e-commerce, supply chain and marketing teams gain invaluable insights into market level performance, trends and competitors' activities. This enables them to inspect for performance gaps and make simple but often by consumer highly valued changes in their daily operations right away.

How long does it take?

Depending on the number of countries researched and whether it is a standardized or individual client tailored benchmark research average duration of the project lasts up to 3 months. During this time client is able to actively participate and track research progress in the platform. In case markets of your interest have been benchmarked within last 6-12 months you can gain access to this right away.

Once you gain access to the platform through subscription packages, you can use it during the period of one calendar year, after which your subscription and access to the refreshed dataset will have to be renewed. During this period client designated users have an unlimited access to the data and are able to continuously create reports of their choosing.

How much does it cost?

Standard benchmarking contains research results of 20+ leading omni-channel players from a single market. Cross-industry sample usually contains all e-commerce models (marketplaces, pure-players, brands, e-retailers, omni-channel). Access to the standard country research that details into delivery, tracking, packaging, returns & refunds with omni-channel reporting starts at 5000 EUR / year.

In case a client wants to tailor the research so it is more focused on his particular industry and contain additional question sets, standard pricing will be augmented depending on the size and the scope of changes and markets that are researched just for this client. On average tailoring of research criteria (scorecard or industry) entails +30% per each segment.

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Distinct post-purchase D2C eCommerce experience

Nike EMEA leverages insights from SO DIGITAL GLOBAL BRAND E-COMMERCE EXCELLENCE PLATFORM to create a distinct post-purchase D2C eCommerce experience in WE, CEE, Russia and Turkey.

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Testimonials

"With the AS Monaco brand being exposed to numerous audiences across its versatile digital properties, we identified the need to create a dedicated landing page for a specific match to ensure engagement & conversion of a specific targeted audience. Not only did the SO DIGITAL team help us develop a unique and engaging content destination, it provided powerful insights into our fans and their optimal conversion path."

Bruno Scropeta

Marketing and Communication Director at AS Monaco FC

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