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Marketers increased digital innovation due to pandemic


Almost half of UK eCommerce companies surveyed have increased their sales in the past year, with 65% of marketers having accelerated their digital and technology innovation more than they had planned to, due to the pandemic, according to a market survey by customer engagement provider Mapp. This article is copyright 2021 The Best Customer Guide.


The survey of 1,000 companies in the UK, Germany and Italy was carried out to identify marketing priorities and industry trends for 2021 and, due to the challenging times presented by Covid-19, the key focus was on changes to marketing strategies, new trends, planned investments, the impact on e-commerce, and data management.


Marketers focus on website personalization

Demand in 2020 increased sharply: 45% of eCommerce companies surveyed increased their online sales. A third of the respondents already provide a personalized experience on their website, with a further 13% reporting they are looking to do so in 2021. Currently, only a quarter report the use of dynamic content on their website, but over half are planning to introduce it in 2021.


Although 65% report they have accelerated investment in digital and technology innovation due to the pandemic, 43% still do not have an app and of those that do, only 5% have one that does everything their website can do.


Data management continues to be a challenge

Unlocking the power of their own data is one of the major challenges marketers face right now. The survey revealed that almost one third of businesses do not currently use a data management platformto improve targeting and optimize advertising spend and 63% of businesses struggle with unconnected data sets, providing them with only a partial view of customer behavior.


At the same time, three quarters of respondents said they can identify less than 20% of customers who visit their website and 38% can only identify less than 10%.


Investments in customer engagement prove successful

Those who use a customer engagement platform report very high levels of satisfaction, with 67% rating their customer engagement vendor 4 or 5 out of 5 during the pandemic.

These platforms help marketers manage the customer journey in a data-driven way. Here, everything revolves around obtaining a 360-degree view of each individual contact across all channels and activating them in a targeted manner. Through central contact profiles, important information such as socio-demographic characteristics, interactions, and transactions can be bundled and used for targeted personalization.

“Covid-19 has massively accelerated e-commerce and digital business models. This market survey showed that 65% of UK e-commerce companies have increased their investment in digital and technology innovation as a result of the pandemic,” said Ricardas Montvila, Global Strategy Director at Mapp. “However, the results also show that the full potential of personalization is far from being realized. In the future, customer intelligence and marketing analytics will become critical in providing even more precise real-time customer insights to optimally use existing budgets in a changed market environment and to score points with the end customer through customized content.”


This article was first published by Customer Strategy Network. Permission to use has been granted by the publisher.

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