Thanks very much to everyone who offered up predictions for e-commerce in 2009.
It’s obvious that the year in front of us promises to be, at the very least, an interesting one. And as Shop.org Exec. Director Scott Silverman’s recent post makes clear, there are many important ways for online retailers to take advantage of the next 12 months.
Following is a summary of how several experts from around the web predict the e-commerce playing field will shift and improve in the next year…
(Note that several of these are cited from other sources)
- Real-Time Customer Service
“2009 will be the year we rediscover the appeal of ‘live intimacy’ in customer service.”
Pete Blackshaw, Nielsen Online
- Communal Conversion
“Retailers will investigate how to insert people and social connections into the buying process, illuminating and influencing the Black Hole Of Consideration.”
Charlene Li, Altimeter Group
- TWOM = Trusted Word of Mouth
“With new connective technologies, shoppers will now be able to see reviews, experiences, and critiques from people they actually know and trust.”
Jeremiah Owyang, Forrester Research
- E-Commerce Sovereignty
“The global economic crisis will provide momentum for e-commerce business units. In multi-channel retailers, politics are no longer an option and resources will be shifted to lower overhead/higher margin operations in order to survive. Those who shift will be rewarded with a robust support infrastructure once the economy returns to health.”
Peter Kim, Dachis Corporation
- Focus on Per-Customer Value
“Growth is not a strategy unless you have some mechanism to profit from that growth.”
Karl Long, Nokia
- Widespread UGC
“In 2009, the most successful online retailers will do what some are already doing, and move toward incorporating consumer-written product or retailer reviews.”
Ann Handley, MarketingProfs
- Growth Through Accountability
“Retailers will double-down on measurable online marketing (such as paid search) and that may cause a faster shift & focus to online marketing for multi-channel retailers.”
Sam Decker, BazaarVoice
- International Intensity
“As the market matures, it appears many e-tailers are more willing to go after the foreign customer base. Shipping management companies are offering more support for international e-commerce and PayPal just launched its own micro-site for this very purpose.…Forrester reports that broadband in Europe, as well as Internet use on the whole, is significantly increasing, so this is certainly a trend to watch in 2009.”
Michelle Megna, E-Commerce Guide
And I’ll add one of my own…
- User Experience Innovation
E-commerce experiences will be informed even more by offline shopping experiences. Just as consumers expect to be able to try on, test drive, discuss and learn as part of the offline purchase journey, they will be further satisfied by smart retailers who organize shopping and buying experiences around natural consumer intent.
Adam Weinroth, Pluck
So there you have it. Nine e-commerce predictions for 2009. Thanks again everyone for your participation and feedback. Have a prosperous 2009!