New Articles

5 Key Retail Industry Trends for 2022


5 Key Retail Industry Trends for 2022

2021 was a year of adjustments in which the economy slowly recovered from the outbreak of the Covid-19 epidemic, a year that many believed would mean a return to normalcy, but the new Omicron variant rocked the world once again as a fresh reminder that, no, Covid has not gone away yet.

What do the next twelve months have in store for us? In 2022, we will continue to reshape the world with one thing in mind: to build our new reality… A direction that major retailers and brands were already beginning to move towards by reorganizing their channels and resources.

Looking to the future, Alfredo Pérez, International Business Development Manager at Tiendeo, explains the trends and tools that will be used by retail sector leaders and professionals, derived from his Hot Retail Trends 2022 study*.

1. Increased focus on e-commerce and digital channels

Changes in shopping habits have led to the digital channel becoming the preferred means of connecting with consumers. According to statistics, digital marketing (83%), social networks (73%) and e-commerce (63%) are positioned as the most relevant media for marketers in Latin America. The leading role that e-commerce is playing in the region is evident, 7 points higher than the international average.

In fact, in pursuit of ensuring greater traceability of campaigns, content personalization and automation strategies, retailers and brands have opted to implement the digital transformation of the consumer industry, encouraging constant interaction with the customer in both online and offline channels, resulting in 57% of marketers favoring digital channels while 41% lean towards offline channels.

2. Long live social shopping!

With 64% of the world’s population shopping via social media1, marketers are clear on where they are going to spend their advertising dollars. According to the Tiendeo study, 58% of retail executives will increase their advertising spend on social media in the next 12 months.

Although social shopping is a well-established trend in other parts of the world, this year the retail sector in Latin America will exploit the benefits of social shopping to the fullest. Accenture estimates that by 2025 the largest volume of sales in this channel will be in clothing (18%), electronics (13%) and home (7%).

3. Customer experience above all else

The main challenge facing retailers today is to identify the right time and channels to engage with both potential and repeat customers in order to offer them a seamless and frictionless shopping experience.

According to the Hot Retail Trends 2022 study, for 44% of marketing professionals, user experience is the most important aspect to consider in their strategy. Under this premise, retail is developing multi-touch strategies such as ROPO (Research Online and Purchase Offline) so that the consumer can have different alternatives and conversion points when shopping, whether on the web, e-commerce, or in the physical store.

4. More innovative stores

Digital mannequins that learn about your favorite items and guide you through the aisles, cashierless self-checkout stores, smart shelves that verify product availability or virtual try-on sessions, yes, these are the stores of the future.

Perez adds “With the incorporation of breakthrough technology (augmented reality, artificial intelligence, etc.) throughout the sales process, we will see increasingly autonomous stores that allow consumers to find what they are looking for almost instantly, receive the immediate attention they need, try it before buying it and also (why not) pay for it quickly, making a simple purchase a multi-sensory brand experience”. Retailers such as Walmart and Carrefour have already taken the plunge into this new way of interacting with customers in order to compete with the e-commerce giants.

5. Focus on the circular economy 

Customer concern for the environment has led retailers to reassess their strategies to be more environmentally conscious in order to find a balance between economic growth and sustainability.

In sustainable practices such as the Circular Economy where production cycles are closed to make the most of natural resources, the role played by digital tools is key. In 2021 many retailers began to implement more sustainable marketing actions with the digitization of the promotional catalog, long considered the key to generating brand awareness. This type of model favors the reduction of industrial waste by up to 80%.

Thus, industry professionals will step up their investment in digital advertising to communicate with customers, and this year digital channels will account for 86% of budget allocations, while offline media (outdoor advertising, catalogs, etc.) will account for 14%. 

*Study conducted in EMEA and LATAM based on the opinion of 358 directors and brand managers in the consumer sector in multiple categories (supermarkets, home, fashion, electronics, beauty, toys, DIY, pets, sports, health and travel) between November 8, 2021 and December 13, 2021.

supply chain crisis


While U.S. port congestion and worker shortages have persisted for years, the continued ripple effect of the pandemic’s global supply chain disruption, coupled with the ecommerce boom and lack of retail inventory, has exacerbated the supply chain crunch to crisis levels. Throw in skyrocketing freight costs, container shortages, and the impending International Longshoremen Workers Union contract renewal and the outlook for short-term relief is well out of reach. Indeed, results from a recent benchmark survey from Descartes Datamyne indicate the supply chain crisis will continue well into 2022—tough news for those organizations without solid mitigation strategies in place.

MAJOR CONTRIBUTOR: The stuff economy

Multiple factors are contributing to the global supply chain challenges, but increased consumer demand for “stuff” is a major trigger. The pandemic has changed the economic fundamentals of consumer buying behavior, with Americans shifting away from experience-based spending (e.g., travel, events) towards stuff-based purchases focused on durable (e.g., furniture, exercise equipment) and nondurable (e.g., clothing, groceries) goods—and this buying trend shows no signs of slowing down.

According to U.S. import data, container import volume in November 2021 continued to pummel the supply chain: 34% higher volume than November 2019 and 12% greater than November 2020. In fact, only one other month in the prior two years (October 2020) had a higher container import volume. Transportation industry operators are operating at full capacity and are not expecting a decline in shipping demand from their customers well into 2022.

With TEU volume hovering between 2.4M and 2.6M TEUs monthly for the remainder of 2021 and likely continuing through 2022, capacity will be unable to keep pace with demand. The operational consequences of the global supply chain crisis—containers stacked in Asia, high container “rolling” rates, and unprecedented wait times for vessels at U.S. West Coast ports—are not going away any time soon.


For many retailers, stock levels are precariously low as supply chain woes continue. While manufacturing and distribution capacity declined, particularly in the Asia-Pacific region, consumer demand in the U.S. grew and retailers have been unable to replenish their shrinking inventory of finished goods. In fact, the inventory to sales ratio decreased by more than 30% since 2019, according to the U.S. Census Bureau.

Going forward, many retailers are deciding to hold more inventory as a hedge against greater supply chain uncertainty. As a result, retailers will be buying more than what they need in the short-term to build their stocks to larger acceptable levels. This strategy will continue to put more pressure on supply chains and logistics operations, even after the peak holiday season ends this year.

Like retailers, manufacturers are facing similar inventory challenges, from semiconductor chips for auto manufacturing to lithium-ion batteries for electric vehicles. In a recent fireside chat with investors, Hau Thai-Tang, the Chief Operations & Product Platform Officer at Ford Motor Co., noted that “what’s different about today versus prior years is that there’s no float or buffer in the inventory.” The pandemic-driven supply chain issues have “fundamentally changed the way we’re thinking about procurement and design,” shining a light on the shortcomings of the just-in-time inventory model for capital-intensive systems with long lead times and interdependencies on other industries, Thai-Tang said.

supply chain RESILIENCY: technology & data lead the way

Forward-thinking companies have recognized that the global supply chain crisis is more than a short-term problem, with the majority believing that bottlenecks could get worse over the next few years. So how are businesses coping with the supply chain crunch? Descartes’ benchmark survey examined the supply chain resiliency strategies of carriers, logistics providers, importers, and shippers from around the world to uncover how organizations are responding to the supply chain challenges.

The survey revealed that top-performing companies—logistics providers and importers alike—have pinpointed ways to navigate the chaos. Investment in technology is their primary strategy to keep the business moving forward in the face of ongoing and severe supply chain disruptions. Specifically, top performers favored global trade intelligence solutions to help them rapidly identify new suppliers, markets, customers, and trade lanes to optimize their existing supply chains.

The survey found that high-performing companies were investing in HTS and HS classification and landed cost calculation software to analyze the financial viability of new trade networks. It also found these companies were relying on denied party screening solutions to vet new trade chain partners, from suppliers and customers to logistics companies.

Investment in global trade data solutions enables international businesses to re-evaluate their supply chains rapidly and constantly, a process critical to minimizing delays and boosting resilience. In the current supply chain crisis, organizations that fail to adopt this strategy as best practice risk losing market share to more agile competitors.

looking ahead

The forward outlook is a good news/bad news story of economic and employment growth driving increased pressure on global supply chains. While the most recent employment numbers were shy of the Federal Reserve’s robust autumn predictions, the continued opening up of business will drive job growth and consumer spending, which will continue to exert pressure on global supply chains.

With the latest forecasts pointing to current supply chain bottlenecks persisting through 2022, companies involved in international trade must find ways to build supply chain resilience. One of the most effective strategies for retailers and other importers is to leverage global trade intelligence solutions. By expediting trade data analysis to determine the most expedient and cost-effective routes and modes of transport, global trade data solutions can help companies optimize global supply chains to build market differentiation, bolster customer satisfaction, and come out the other side of this crisis in good shape.

food and drink

The Millennials Championing Change in the Food and Drink Industry

Millennials have a great potential to change our culture. For the food and drink industry, change is nothing new. New tastes and influences constantly turn over menus and products that reflect consumer demand. However, young people today are forcing the hand of manufacturers and restaurateurs. Demand for unique, varied, and stimulating food and drink is higher than ever.

Here, Electrix, a provider of electrical junction boxes for food and drink manufacturers, explores the trends that millennials enjoy and how it can help restaurants, bars, and stores get a competitive edge.

Boundary pushing

Millennials thrive on uniqueness, and seeking out new experiences is at the core of food and drink culture for this generation. 72 percent of millennials said that they would prefer to spend money on experiences over material things. Food and drink brands recognizing this shift in behavior are beginning to question whether they are selling a product or selling an experience.

To enjoy unique experiences, millennials will seek out opportunities to try new foods and drinks, exploring flavors that have been traditionally hidden in mainstream culture. In the US, international cuisine has seen accelerated growth. In fact, international cuisine is expected to outpace traditional food categories within the next three to five years, according to the Food Institute.

This is happening because the cuisine offers new experiences. Boundaries must be pushed if opportunities are to be found. This journey begins by finding a unique selling point of food and drink and understanding how to create an experience around it.

No option is not an option

Millennials demand choice, and brands that can offer variety are succeeding with millennial demographics. It shouldn’t be surprising. Young people today are familiar with choice: picking from thousands of movies on Netflix, browsing an expansive selection of nut milk in a local café, or debating how and where to eat their food. The latter has certainly been popularized during the pandemic.

Restaurants have not only seen the opportunity in food delivery, but lockdowns have forced restaurant-quality food to come to the customer, rather than the customer heading to the restaurant.

The trend of home delivery options is expected to grow. While in 2017, restaurant to consumer delivery in the US was valued at $11.5 billion, by 2020 it achieved $15.6 in sales. Projections suggest it will further grow to $18.5 billion by 2024. As home delivery options increase, proactive food and drink businesses that seize the opportunity will similarly experience growth. The choice to eat in, take out, or use delivery services is essential for millennials.

Choice isn’t just about convenience. Food and drink brands should curate offerings that reflect lifestyle choices. Does a food brand offer vegan alternatives or meet any other dietary requirements? Can a bar offer a selection of non-alcoholic drinks? Creating choice is creating inclusivity, and when looking for new food and drink options, this offering will give businesses a competitive edge.

Stimulating all the senses

Food and drink aren’t just for the pleasure of tongues. Today, millennials expect an aesthetics experience that they can share with friends and family on social media. In fact, ‘#Food’ has been tagged over 456 billion times on Instagram. ‘#Drink’ and ‘#Cocktails’ have been tagged over 47 million and 30 million times respectively. Millennials make up the main bulk of Instagram users, with those aged between 18 to 34 making up 62 percent of global users.

One survey found that 69 percent of US millennials in this age range took a photo of their food before eating. So, should those in the food industry be working to make their food look great as well as taste great? Absolutely!

Food and drink that appeals to all the senses are gaining ground, whether in restaurants or on grocery store shelves. Consider social media sensations such as Salt Bae, sprinkling seasoning over steak. The recent trend of baklava, tossing pistachio pastry into the air. Or Martinelli apple juice, which replicates the sound of an apple when the bottle is bitten. Each is exciting, unique, and goes down a storm on social media, building millions of views on platforms such as Instagram and TikTok.

Millennials are forcing the food and drink industry to be more than just connoisseurs of flavor. Value in other aspects must be recognized and actioned to encourage millennials through the door.



food supply chain

The Effect of Supply Chain Crisis on the Food Industry

March 2020 marked the beginning of unprecedented times for businesses across the world. The COVID-19 pandemic has had deep socio-economic implications for the food industry. It has imposed sudden shocks across the food supply chain, affecting farm production, logistics, food processing, and market demand for food items.

US Food Supply Chain: Disruptions and Implications from COVID-19

The COVID-19 pandemic has brought a new set of challenges that have affected all industries globally. Similarly, the US food supply chain has been deeply impacted due to physical distancing and strict lockdowns. Here is a list of the major stakeholders affected by the pandemic:


Since the beginning of the COVID-19 pandemic, farmers have faced distinct challenges like drop-in grain prices, unavailability of skilled labor, and an uncertain future. Farmers are also facing difficulties in managing excess produce, which is creating an imbalance in the supply chain.

Foodservice Distributors

The foodservice industry relies on foodservice distributors for a steady supply of food items. Due to COVID-19, foodservice distributors have been severely affected by supply chain issues and a decrease in demand from restaurants. COVID-19 restrictions and shutdowns led to a decrease in outbound orders. Even though there has been a steady supply of inventory from farmers or manufacturers, distributors still find it difficult to adjust to the sudden change in market dynamics. Foodservice distributors face challenges in storing excess inventory and making physical deliveries. Some distributors have been able to switch to online ordering and delivery services, but these methods are yet to be universally accepted by outlets.

Foodservice Producers

Foodservice producers have faced similar issues as distributors. The global supply chain crisis effect has led to some significant changes for the food industry. Plant utilization has been significantly lower for foodservice producers due to a decrease in demand from the foodservice industry. Most producers have equipment that is configured for delivering goods for the foodservice sector. Reconfiguring or recalibrating the equipment and changing the business model for the retail industry can be highly inefficient.

Consumer and Packaged-goods Companies

Retail manufacturers or packaged goods food businesses face huge challenges due to COVID-19. Even though demand has been steady for retail manufacturers, they have been facing unprecedented challenges. In the retail food manufacturing sector, employees work in close proximity with each other, leading to a spike in COVID-19 cases among workers. The recent surge in COVID-19 infections in meat-processing plants and other retail manufacturing factories has increased the chances of the mass closure of manufacturing plants.

Grocery Retailers

Among all types of food businesses, grocery retailers have witnessed the highest surge in demand. The primary challenge for grocery retailers has been to serve their customers in these challenging times. Grocery retailers and their employees have been overwhelmed with an increase in demand for food items. Additionally, retailers have been cleaning their stores throughout the day, paying hazard pay and huge incentives to adequately compensate staff for their efforts during the pandemic. Many grocery retailers have introduced online ordering and delivery solutions, which has led to a surge in revenue. This has also resulted in consumer complaints about delivery-related issues.

Effects of Pandemic on Food Supply Chain

The restrictions imposed on the foodservice industry due to the pandemic have hurt the food supply chain. Restrictions related to travel between cities, provinces, and countries have led to some significant challenges, affecting producers, consumers, distributors, farmers, and other stakeholders. Food processing units have become hotbeds for the pandemic. Due to the rapid rise in COVID-19 cases among employees, many manufacturing units had to shut their processing plants.

Effects of Pandemic on Consumer Behavior

The COVID-19 pandemic has affected the financial health of the average household as well. Due to financial issues, the food buying behavior of customers has changed drastically. Consumers currently prefer natural food items like vegetables, pulses, whole grains, and olive oil over different types of processed food items.

Effects of Pandemic on Global Food Trade

Food trade policies have also changed across the world. Many countries now restrict exports of essential food items for uninterrupted supply in the domestic market. Export restrictions have also led to a significant drop in prices, leading to losses for farmers or manufacturers.

Strategies for Food Supply Chain

A decentralized approach can be adopted by food manufacturers to avoid drawbacks and risks. Small-scale storage facilities near consumers can reduce storage and transportation costs significantly.

Recommendations to Minimize the Effect of COVID-19

The pandemic has seriously affected food safety, supply, nutrition, and financial health across the supply chain. Strict lockdowns and impositions have threatened the sustainability and growth of food businesses. Here is a list of recommendations that can minimize the effect of COVID-19 on food-related stakeholders:

Recommendations for Small Farmers

Countries can take measures to safeguard the health and finances of agricultural workers. Agri-produce collection centers near major locations can help small-scale farmers to minimize the loss of goods.

Suggestions for Government and Business

Governments can form a pandemic-handling committee to minimize the effects of the COVID-19 pandemic in the food supply chain. Business bodies can also develop advanced solutions and generate funds to help small suppliers, distributors, and retail outlets.

Businesses and individuals with a clear understanding of the challenges are better prepared in the current scenario. The current shifts in consumer spending habits have deeply affected economies across the world. These ripple effects of the pandemic have affected all stakeholders in the food supply chain, including distributors, producers, farmers, manufacturers, and retailers. Protecting their financial well-being and the general economic activity of the foodservice industry is integral to the economy’s recovery as the pandemic nears its end.


 Author Bio: Damon Shrauner, Senior Sales Consultant and VP on B2B Sales at CKitchen, working in the food service equipment sector since 1994. With his expertise in market analysis, product placement, sales and project management, he will always tell you what to do for the best of your business.


Has COVID-19 Changed the French Food Delivery Market Forever?

The French food delivery market is hugely lucrative, worth €180 billion and growing. Food makes up 20% of our manufacturing output, highlighting its economic importance.

The market was flipped on its head during the COVID-19 pandemic, which saw restaurants, cafes, and bars close their doors and demand for deliveries rise.

Electrix, a producer of coffret électrique encastré for the food industry, explores how the pandemic has changed consumer needs and how the market could look in the coming months.

Our Changing Food Delivery Habits

The COVID-19 pandemic has changed the world. As businesses closed their front doors and we were confined to our homes, consumer behavior changed.

People were forced to turn to online shopping for non-essential items, but many also began to shop online for critical supplies, like groceries. Takeaway food deliveries increased as people sought comfort in delicious restaurant food at home. 29% of French households were already getting meals delivered to their home regularly, which naturally increased when we were unable to go out.

We were seeing a shift towards eating out before the pandemic. In 2019, there was an 8.5% increase in people eating outside the home, whether that was in bars, restaurants, or cafes. 48% of people said this was the activity they were most eager to get back to, scoring it higher than seeing family and friends or attending events.

Fast Grocery Delivery will Become the Norm

Demand for grocery deliveries rose as people sought to avoid contracting the virus in shops. Stores struggled to keep up with this demand initially, but they soon adapted. Because of this huge response, we’re now seeing companies offer grocery deliveries in as little as 15 minutes across the country. Interestingly, this activity reached a new high in Europe in the first quarter of 2021 rather than during the first lockdown.

Cajoo, the first French company to offer immediate grocery deliveries, put itself up for sale as its competition rose quickly. It went from being an innovator to one of many businesses offering the same services in an instant, so high is the demand for fast food shopping deliveries.

It’s important to note that these operations are expensive and require multiple locations. Cajoo committed to paying its drivers a salary, while we’ve seen other providers cut delivery costs in order to remain more profitable, which can impact driver earnings. One thing is for sure – fast grocery delivery is here to stay.

Will People Dine out More Again?

While lockdown restrictions have eased, capacity in restaurants, bars, and cafes is still limited as the vaccine rollout continues. We know that eating out is the activity the French public has missed the most during the lockdown, but we’re seeing mixed results on people returning to restaurants.

In December 2020, a survey was released on our intentions to dine out after lockdown restrictions were eased, and the results were surprising. 51% of respondents said they intended to dine out less than usual, while 35% said they’d do it as much as they had prior to the pandemic. While many restaurants have been fully booked since reopening, the hospitality industry union UMIH has estimated that the recent introduction of green passes could reduce visitor numbers by 15–20%.

It’s clear that we’re taking precautions as France continues its roadmap out of lockdown. While visits to restaurants after the easing of restrictions exceeded 2019 levels by 50%, consumers are currently dining out less. We expect this trend to continue in the coming months because of the backlash to the COVID pass, despite the fact that dining out is a much-loved activity in the country.

Fast Food Delivery will Get More Competitive

As people ordered more fast food through the pandemic, delivery services increased fiercely. Uber Eats has long dominated the takeaway delivery market in France, but we saw Deliveroo triple its subscribers by offering unlimited deliveries for a small initial fee of 1€, rising to only 5.99€ at the end of 2020.

When France fully exits from lockdown restrictions – whenever that may be– we may see a decline in fast food delivery orders. The pandemic increased competition between the providers of these services as they looked to capitalize on increased demands, but we may see even more discounts as spend in this area inevitably drops.

A Backlash to Competitiveness?

With competition at an all-time high in the food delivery market, we’re seeing businesses undercut themselves and each other to gain key market shares, such as the low delivery prices offered by Deliveroo. We know that this can impact the earnings of its drivers, so could we also see a backlash to this type of ruthless competitiveness? Just Eat, which has a smaller share in the market, hired 4,500 drivers on permanent contracts in order to build and an ethical brand.

Values matter to French consumers, and half wouldn’t continue to buy from a business that didn’t have similar values to them. We could see businesses that take an ethical stance increase their market share.

There’s no doubt that the past 18 months have shifted consumer behaviors in a way we never expected, and this will impact the future of the market. The food delivery market in France is highly valuable, and we’re seeing new trends emerge as a result of our changing habits.




Boosting Checkout Conversion Rates: Tips for Businesses Chasing E-Commerce Success

A customer clicking “pay” means the sale is pretty much a done deal, right? Not so fast. What if that final step isn’t actually a leap towards revenue? What if that transaction stumbles at a final hurdle? In this increasingly global landscape, the lack of payment method options is causing exactly that misstep for e-commerce players.

The general theory is that e-tailers expect checkout conversion rates greater than 80% once a consumer has selected the product or service, entered all their personal details, remained on the site, and then try and pay. In reality, nearly 50% of online shoppers say they will abandon a purchase at checkout if their preferred option is not available. This means that the actual conversion – and therefore revenue rate – is far less than 80%.

Amid a pandemic-induced shift to online transactions, consumers now have a stronger sense of what they want in terms of ease-of-use, customer experience, communications, site aesthetics, fulfillment, and everything in between. Consumers expect their e-commerce experience to have been tailored specifically for them.

Accessibility to locally preferred payment methods (LPMs) forms is just one component of this, albeit an important one. E-tailers, as well as payment companies servicing e-tailers, need to ensure that all aspects impacting the customer experience are optimized if they are to truly capitalize on the global e-commerce opportunity in front of them.

The conversion rate conundrum

While it is clear that the user experience is having a direct impact on cart abandonment, it seems that this isn’t translating into action. According to statistics, the global average cart abandonment rates are between 60% and 80%. In fact, companies looking to sell to consumers from different regions across the globe can miss out on 77% of their potential business if they don’t accept LPMs, as more than three-quarters of all global e-commerce purchases are made using them.

At first glance, this is obviously a concerning rate of abandonment. But in the context of the wider e-commerce landscape, it’s potentially disastrous. When COVID-19 hit, e-commerce in the US alone experienced 10 years’ worth of growth in just three months. In Europe e-commerce revenues saw an increase of US$71bn year-on-year, leading to predictions that 2021 would see another revenue jump of 30%. That’s not to mention Asia, which now accounts for nearly 60% of the world’s retail sales online.

With 53% of people surveyed by UNCTAD saying that they intend to continue shopping online after the pandemic ends, this initial shift is now a long-term proposition and those initially lost conversions i.e. sales, reflect the possibility of a much longer-term problem – especially if your competitors have reacted quicker to these trends and demands.

How can businesses increase sales in any market?

To begin with, there needs to be an intention to understand and acknowledge the new consumer climate and what they expect in the post-pandemic world. From a global perspective, LPMs form a large component of this demand.

However, it is critical to keep your global offering locally relevant. For example – don’t offer US preferred payment methods to Asian customers or UK preferred payment methods to Indian customers. Ensure that an LPM is relevant for the market and customer base and where relevant, give them a couple of choices. More than that, showcase those accepted payment types. Old payment method logos could lead to mistrust. And on that same issue of ‘trust’, instilling confidence early on by informing customers how they can pay before they actually reach the payment page, will lead to increased conversion and basket sizes.

Additional tips for fostering a better consumer relationship and ensuring improved conversion rates include aligning the language on the payment method page to the language your customer has been shopping in; providing small information bubbles for each payment method option so customers can make a more informed choice; and make sure to show your trading name on the payment method, as customers won’t necessarily be familiar with your legal name.

Plugging in and partnering, not going it alone

These small and simple gestures may seem insignificant, but they can make or break trust with a consumer. However, what is not simple, is the level of digital transformation required to bring these value-add propositions to the table. With ‘transformation’ being the keyword.

Integrating – and then managing – local payment methods are costly, complex, and time-consuming – often taking as long as a year and can cost more than $1 million to integrate a single LPM to existing infrastructure.

Embedding the tips highlighted above requires a quality, multi-faceted infrastructure. Each LPM brings with it unique funds flow, compounded by numerous operational, regulatory, and legal complexities. That is why many brands are leveraging partnerships to expedite their speed to market and reduce costs versus building in-house.

By outsourcing a local payments infrastructure, businesses can integrate LPMs faster, which addresses the customer’s needs more rapidly hence increasing revenue and could also provide a competitive advantage. Partnering with a dedicated provider of LPMs will also enable deeper and more expansive access to consumers in different markets; the option of the provider managing the entire funds flow for each LPM on behalf of the business tapping into it, and additional monitoring and optimization services to get the best conversion rates for each LPM.

Businesses that leverage a local payments infrastructure can rapidly and cost-effectively tap into the global audience that awaits.

By putting this service into your basket, consumers are more likely to pay for what they’ve put in theirs.


Claire Gates is the Chief Commercial Officer at PPRO


E-commerce Success: 5 Ways Translating Your Website Content Can Boost Your Sales

For your business to survive the competition in today’s global market, you must adopt a more strategic business plan that will take it beyond the local market. One way to achieve this is to have a multilingual website.

Translating the website content of your e-commerce business will help you meet market expectations and boost your sales. However, to translate your website content, you must consider your target audience and make sure to answer the questions below.

-What county or city are you targeting?

-What are their needs in that area?

-Do they speak more than one language?

With the above questions considered, you can then decide how best to target your audience through the translation of your website content. Let’s take a look at how translating your website content can help boost your e-commerce business.

Your Brand Reaches More Audience

The essence of translating your website is to reach out to an audience not from your local market. As cross-border shopping is on the rise and e-commerce stores are accessible anywhere on the globe, you can communicate with an international audience to ensure consistent sales. With your translated website, people from the targeted area tend to visit the website, which helps generate more traffic to boost your sales.

Build Brand Trust and Image

When people visit your website and the content is in their language, they feel more comfortable reading and searching for their desired product on your site. Even though you are on the other side of the world, your audience and customers will feel more connected to your brand due to the translated website. They will appreciate and value your effort and reward it by giving your brand their trust. Also, a multilingual website ensures a better customer experience for your brand. Building a reputable brand image speaks volumes of your brand. It makes your target audience recognize and trust your brand more.

Boost Sales and Conversation Rate

People tend to buy products or pay for services rendered in their language. This can be termed the main reason for translating a website in the first place. When the audience can easily relate to the content of your e-commerce website, there is a high chance of them purchasing their desired product on your website. You can’t convert visitors to customers if they don’t understand what you are selling. Research has also shown that more people tend to buy a product in their currency. Hence, the proper translation of your website boosts sales and improves the conversation rate.

SEO Optimization

With a translated website, you will rank high on the local SERP of the targeted area. When the content of your website is SEO-optimized, your site is visible whenever people search in their language through google or other search engines. Some effective SEO strategies are:

Keyword: This is achieved by making local keyword research and then integrating these words into your content when translating.

Local Search: With the right URL structure, search engines will identify your website and show your webpage among other local businesses in the targeted area.

Relevant Content: Visitors tend to spend more time reading quality content. Search engines will make your content visible on the SERP when users search for related content with your content-generating more traffic.

Use Certified Translation Services

In contrast to what many may believe, website translation isn’t achieved by just installing some automated translation plugins. Certified translation services create them by carefully preparing the content in a localized way, bearing in mind the culture and language of the targeted audience. With the expertise of certified translation services, your website content can be efficiently translated to generate more website traffic and boost sales.


The translation of website contents is an advantage to your business to ensure it survives competition within the internet market. It boosts your business by not allowing you to target the local market only, but international as well. It has been proven that customers are most likely to buy products translated to their language from a site. Hence, the need to get certified translation services to work on your content. These certified translators help translate the content so well in such a way that makes your audience feel like they are reading locally created content.


The Importance of an Omnichannel Approach for Great Customer Experience

The omnichannel approach to customer experience has become an essential investment among companies focused on maintaining a strong brand reputation. It means providing a unified experience through all channels and platforms that consumers use to interact with the brands they use. In other words, it’s become more important than ever to communicate the same messages across all channels in which customers choose to engage. Done successfully, an effective omnichannel platform will deliver a resolution-centered, personalized experience to every customer – no matter how they connect with an organization.  

Seventy-three percent of consumers point to customer service as an important factor in their purchasing decisions, making the customer experience the number one driver of brand loyalty.1 While brand loyalty is an important factor in the success of a company, it is shockingly fragile. In fact, one in three consumers say they will walk away from a brand they love after just one bad experience. Most of the 32% of customers willing to abandon a brand after a bad experience are the Gen Z and Millennial generations, who assign lofty significance to how a brand treats and values them.1  

More companies should expand to the omnichannel customer service model. It has shifted from being appreciated to being largely expected by these market-driving generations of consumers. It promotes consistent brand messaging and enables brands to protect their customer relationships across multiple platforms. Right-place, right-time engagement can be the difference between whether a customer chooses your brand or a competitor – and whether they stick with your brand for their next purchase decision.

The Risks of Neglecting Social Media Customer Experience  

The average social media user has roughly 865 followers across all platforms.2 No matter how strong a company’s other means of communication – phone support, chat operations, self-service – a lack of social media engagement exposes your brand to the possibilities of neglecting customer questions and feedback, resulting in a bad reputation when it comes to customer service. All it takes is one consumer posting a bad complaint on their social media platforms for their 865 followers to see. Furthermore, 60% of customers who complain on social media expect an initial brand response within 15 minutes. Brands lacking a social media customer response strategy, or brands with understaffed digital engagement teams, have no way of redeeming social media brand perception to consumers in a time when there is a mass customer pivot to social channel utilization for customer care. 

Neglecting social media can also lead to inconsistent brand experiences that break customer loyalty, lose moment-of-purchase sales opportunities, and alienate buyers in the research and observation stages. By using omnichannel communication, a brand can avoid these mistakes and keep the company’s reputation in the good graces of loyal consumers.  

Social Experience Management Solution Sets 

Having consistent customer service across all channels can be greatly beneficial to a growing company, so it’s important to know how to do it right. Social experience management can be broken down into three solution categories: social care, reputation management and content/community moderation. Utilizing these three categories and correctly implementing omnichannel approaches is the best way a company can provide the customer service and experiences that consumers expect to receive from their favorite brands.  

Social care is the monitoring of all social media channels. The key is knowing when to listen and when to respond. It’s also essential to align all social media channels in messaging and brand voice. To do this well requires response teams ready to reply to all customer questions, complaints, and praise. Having sales conversion and cart value strategies for consumers are shopping through various media outlets is also important, as is detailed engagement and KPI reporting on engagement and brand performance 

A second specialized area of social experience management is reputation management, where companies complete all online reputation assessments and social media campaign activation. Screening for inappropriate or malicious content aimed at your brand can help companies get ahead of an issue before it escalates into a problem. It’s important to brainstorm brand, product, e-commerce, and retail-based strategies that focus on review response, as well as addressing questions at the point of digital sale. These efforts can determine whether a customer decides to buy your product or return to your location.  

Another key component to reputation management relates to incorporating the right social media customer engagement campaigns. A great campaign will align with the efforts of the marketing teams and agencies to maximize campaign reach and amplify the goals of current social promotions and objectives. Social media customer engagement campaigns can be fundamental to showing what values your brand has above and beyond basic digital customer care, which is another reason why it’s so important to incorporate into your brand’s strategy.  

Finally, content and community moderation is another integral part of ensuring the company’s presence is being represented accurately across all platforms and that community forums are being cultivated in a way that promotes brand loyalists and new advocates alike. Moderating uploaded user/brand content (video, text and images), flagged content review as well as promoting community guideline enforcement are of high importance to grow digital communities while still following brand standards. Brands that pull all of these digital skills together to monitor all social channels, brand sites, and third-party sites can see the benefits when measuring customer experience through social engagements can set themselves apart from competitive brands. 

As the omnichannel approach continues to rule customer experience strategies, having the best tools to measure interactions and implement company KPIs is of the utmost importance to ensuring a successful brand experience while boosting consumer loyalty.  


Roger Huff is Vice President, Digital Engagement Solutions at ResultsCX. His experience in the business process outsourcing industry spans 13 years, with 10 years of experience concentrated on social media customer experience management. Roger leads solution development and sales of social media and digital CX solutions that span social CX, digital reputation management, and content & community moderation services. He has worked extensively with digital, e-commerce, insurance, healthcare, and retail companies to deliver specialized solutions that elevate brand reputations.  

2 :  

third party sellers

Protecting Your Brand from Third-Party Sellers and Retail Arbitrage

From its humble origins as an online bookseller, Amazon has already ridden the rise of e-commerce. According to new research, though, it’s on track to overtake Walmart as the largest retailer in the US by 2025. By then, Amazon will also account for nearly two-thirds of the estimated $1 trillion in online consumer goods sales.

For consumers, it makes sense: with one-click ordering, access to products from over 8 million sellers, fast shipping, and (often) the best price, buying on Amazon is an easy choice.

It’s not as easy for sellers, though. Yes, Amazon opens the door to millions of additional buyers, but it controls the marketplace and introduces new competitive pressure. It’s important to protect your brand on Amazon, especially from third-party sellers that can undercut your sales or damage your brand loyalty. There’s more, though: retail arbitrage is an ecommerce business model that’s growing rapidly, and it’s important to understand it and protect your brand against it. Put simply, retail arbitrage is when people buy retail products (online or in person) and resell them on Amazon and other online marketplaces for a higher profit. It’s happening all the time, to brands that are sold regularly on Amazon as well as those that are restricted—which means that they’re not to be sold on Amazon.

Because third-party sellers and retail arbitrage are widespread, you must have visibility into your product and brand portfolio. This is where the performance analytics Line Item can be essential for monitoring your e-analytics to protect your portfolio. Let’s look at why.

Amazon third-party sellers
Third-party sellers are growth drivers within a rapidly growing market. In fact, according to research from Planet Retail RNG, third-party sellers on Amazon already account for more than half of all sales—and by 2022 will account for as much as $130 billion of total gross merchandise value on the platform. This means they are a force you can’t ignore—and more sellers open accounts every day.

Before looking further at the risks, let’s define terms. First-party sellers are brand manufacturers that sell their inventory directly to Amazon. Amazon then sells to customers. Second-party sellers are Amazon suppliers that are not the product’s manufacturer; Amazon often relies on second-party sellers to buffer inventory. Third-party sellers strategically use Amazon as a marketplace for direct-to-consumer sales.

Amazon buyers may be indifferent about purchasing from these different types of sellers. But brand manufacturers are not. Think of it this way: every third-party sale of your products is a sale you lost out on. And these sales are only projected to grow. Why? It’s become very easy to resell on Amazon. All you need is an Amazon Seller account and products to sell. To make it even easier to net a profit, there are price-tracking apps that give resellers real-time info simply by scanning or entering product codes.

Third-party seller risks to your brand
Third-party sellers can cost your brand, so monitoring and acting on any activity is critical. The risks include:

-Unauthorized sales

-Price undercuts

-Losing the buy box

-Lower search results, ranks, and conversions

-Losing control of your curated detail page because of Amazon Fulfillment Center out-of-stocks

-Quality problems with selling condition

-Erosion of brand equity and consumer loyalty

Restricted brands
Amazon tries to control counterfeiting through restricting certain brands or even certain products on Amazon. But third-party sellers have found many ways around this, so even if your brand or product is restricted on Amazon, that doesn’t mean it isn’t being sold.

What brands can do about third-party activity
CPG and e-commerce brands must understand the scope of any third-party sales on Amazon and other platforms. To tightly control the supply chain, you must evaluate:

-How many resellers will your brand authorize, who are they, and on what retail sites are they selling

-Whether authorized resellers are upholding your brand, including product quality, customer service, and pricing

-If customer reviews are trending negatively, including unaddressed customer service needs that may ultimately damage consumer confidence—and your brand.

Line Item can help by identifying third-party activity as well as verifying pricing, including list price, selling price, and price undercutting. Let’s look at how Line Item can help when it comes to third-party activity on Amazon.

Line Item can help you identify new, unauthorized third-party activity on Amazon.

Line Item can track e-analytics related to item pricing, helping you understand if your products are under- or overpriced, or when a third-party seller undercuts your price.

Line Item captures e-analytics including e-tailer, review score and count, selling price and more, so you can gain visibility via a single platform into every aspect of your online sales.

Line Item can identify if your reviews are letting you down, giving you insight that can help you address brand loyalty and consumer confidence for online sales.

Line Item can tell you if out-of-stocks are hurting your revenue, helping you track inventory to retain greater control over your sales, curated detail page, and more.

With Amazon on track to take over as king of global retail, now is the time to put the right safeguards for your brand in place. It’s not just about Amazon sales; with Amazon a major driver of online sales beyond the platform, it’s about ensuring your brand viability and sales across all online channels. This is where Line Item can be a game-changer for your Amazon and online sales, helping you protect your brand from third-party seller risks and giving you e-analytics insight to grow your loyalty alongside your sales.


Ironbridge Software was founded in 1989 by Mike Dickenson. Mike’s unparalleled expertise and passion for technology led him to create the first-ever analytical solution for the Consumer Packaged Goods Industry


Delayed and Damaged Goods Are On the Rise – Here’s How You Can Prevent Them

The coronavirus pandemic and multiple national lockdowns have seen online shopping skyrocket. Online sales as a percentage of retail sales rose by over 50% from February 2020 to April 2020, taking them to 30.2% of all UK retail sales. This percentage has increased further in the 2021 lockdown, reaching a new peak of 36.5% of sales.

With this huge rise in online shopping comes increased pressure on both B2B and B2C haulage and logistics providers. Direct-to-consumer shippers had more deliveries to complete than ever before, while business suppliers needed to keep up with higher stock demands.

This has been a mixed bag for the sector. Many businesses in sub-sectors including refrigerated food were able to grow as a result of higher consumer demands. But shocking RHA data from May 2020 showed the disparity between businesses. 73% of hauliers said their cash flow has significantly reduced, while 83% said their volume of work was lower as a result of lockdown. Across the sector, 46% of trucks were inactive and a quarter of drivers were furloughed.

Delivery issues affect customers and hauliers

Delivery problems also reached an all-time high, with 81% of consumers experiencing an issue with parcel deliveries between March and November 2020. Complaints to Citizens Advice about delivery issues trebled, with the charity’s data showing almost a third of consumers experienced a delay with their delivery. Citizens Advice also reported that 18% of people had lost money as a result of damaged or missing goods since the first lockdown, 40% of whom lost over £20.

Delayed, damaged, and missing goods have an impact on everyone involved. A Voxware study has shown 30% of consumers are less likely to shop with a vendor who hasn’t delivered on time. This has doubled from 15% in 2016, evidencing the increasingly high demands of consumers. If you lose a customer’s parcel, this can cost £5,300 per delivery. This dramatically impacts retailers who rely on haulage firms to deliver their goods, but it also spells bad news for hauliers.

B2B logistics providers may find that businesses that can’t maintain adequate stock levels will stop trading with them. Equally, B2C haulage providers are at risk of complaints from consumers, which may result in the business you provide services on behalf of ending their working relationship with you.

Preventing damaged, delayed, and lost goods from ruining your reputation

The consequences of delivering a poor customer delivery service are dire. In some cases, the loss of one key contract can see a haulage business go bust. Here are some top tips for keeping your end customers happy.

Implement tracking software

This is one of the best ways you can increase your customer satisfaction. 87% of consumers say tracking is important or very important to them when ordering an online delivery. This feature has become more widely accessible than ever before, meaning it’s not restricted to enterprise delivery businesses anymore.

Tracking software also gives you full visibility of your fleet, allowing you to identify existing or potential delays. If you can see one of your drivers is heading towards standstill traffic, you can easily divert their route to prevent a delayed delivery. These solutions provide you and your end customer with an estimated time of arrival (ETA) which will automatically update based on your driver’s journey. So, even in the event of a slightly delayed delivery, your customer will be kept in the loop, resulting in fewer calls and complaints to your back office.

Consider haulier-specific insurance

Many of the issues that cause delayed, damaged, or even lost goods are out of your control. In serious situations, your vehicles could break down or your goods could be stolen. Even under these circumstances, consumers are entitled to refunds. It seems unfair that you should pay these costs on top of things like fixing or replacing your vehicle. That’s where haulier-specific insurance can come in. By protecting your business with insurance, you can mitigate the cost of compensating customers.

Combining insurance with electronic proof of delivery software is another way you can protect your business. The sad truth is that hauliers can face false claims of damaged or lost goods. Without a robust proof of delivery solution in place, these claims can be difficult to fight against. Electronic PODs combined with insurance will allow you to refute any false claims and give your business financial protection.

Assess your fleet for any potential issues

There are a number of ways the goods you deliver can get damaged. Sudden movements when your vehicle is in transit can cause damages. Sometimes this is preventable – and telematics tracking can help instill better practices amongst your drivers. But other times, it’s unavoidable. The climate can also impact your deliveries by exposing your goods to damaging heat, moisture, or debris.

Examine your fleet to ensure they’re adequately equipped for the types of goods they’ll be transporting. If you transport refrigerated or frozen items, your truck needs to be in tip-top shape to make sure no sunlight creeps in and spoils the food. Equally, businesses transporting fragile goods should use packaging and pallets that adequately protect the items. Performing tests can also help you foresee any issues with your fleet that you might not identify with an inspection alone, helping keep your HGV load safe.

Online shopping and deliveries have hit an all-time high in the past year. Many surveys have also shown that consumers plan to continue shopping online after the pandemic. This increased demand means it’s more important than ever to deliver an outstanding customer experience, whether you’re delivering B2B or to consumers. Complaints about delivery services have also hit a new peak, and data shows customers won’t return to suppliers whose delivery service is poor. By taking these three easy steps, you can mitigate these risks and reap the rewards of the shift to online shopping.