ResourcesGlobal eCommerce Benchmark Report 2020

Global eCommerce Benchmark Report 2020


Customer experience is key for brands that want to achieve growth in 2020. A customer-centric strategy is based on a series of tactics that aim to make the most of different trends and channels.

DotDigital examined the tactics of 100 brands worldwide for their tenth annual Hitting The Mark report to explore how they are improving their customer experience.

Download this whitepaper to learn how ecommerce brands are addressing their challenges around customer experience, which include:

  • 90% send a welcome email – but not enough are using preference centres to gather the right data
  • 5% trigger a cart recovery email – plus, a third send the reminder within 60 minutes and more than once
  • 80% don’t reward loyalty – these brands are not building loyalty after a customer makes a purchase