Ignore the doom-mongers – e-commerce had a strong December and crushed Christmas, says Parcelhero

Reports of online’s death this peak season were greatly exaggerated, says Parcelhero. The latest ONS retail figures show 2025’s results smashed 2024’s December and golden quarter results.

There’s still gold in retail’s golden quarter, says the home delivery expert Parcelhero. Forget talk of  ‘Drab December’ – online peak sales values for October-December 2025 surged by 8.4% compared to the same period in 2024.

The latest Office for National Statistics (ONS) retail sales bulletin for December 2025 reveals online in particular enjoyed a mini-boom, while overall sales for online and High Street stores were also up in December 2025 compared to both the previous month and December 2024.

Parcelhero’s Head of Consumer Research, David Jinks M.I.L.T., told That's Business: "Despite talk about a “Drab December” and lacklustre Christmas peak, the latest ONS retail sales figures show online sales had a strong December. Non-store retailers (the majority of which are online) saw their sales volumes (the amount we bought) rise 4.2% in December compared to November. The end of the so-called “golden quarter” was literally that, with online jewellers reporting a resurgence in demand for precious metals in December.

"In terms of online sales values (the amount we spent), spending was up 1.8% in December compared to November and, encouragingly, soared a whopping 11.1% compared to December 2024. 

"E-commerce sellers enjoyed a strong Christmas-BFCM (Black Friday/Cyber Monday) peak overall, in terms of the amount Brits spent online. The October-December golden quarter saw sales values rise by 2.1% over the previous quarter (though they slipped -1.5% in terms of sales volumes) and values also rose an impressive 8.4% over 2024’s peak period.

"Nor did online’s successful December come at the expense of High Street sales. In fact, overall retail sales volumes (in-store and online) were up 0.4% in December compared to November and 2.5% over December 2024. In terms of the entire peak season, while volumes did fall slightly (-0.3%) against the previous quarter (July-September, 2025) they were up 2.1% against 2024’s seasonal peak. Likewise, in terms of the value of total sales (in-store and online) December’s spending topped November’s by 0.8%.

"With December being the final month of 2025, the ONS also had some good news looking back on the year as a whole. Retail sales volumes overall rose by 1.3% in 2025 over 2024 with non-store sales (mostly online) in particular rising 3.6% over the previous year.

"In short, online sellers can be heartened by this largely positive set of results and can plan for Christmas 2026 with more confidence!

"Ultimately, however fickle or strong key retail periods of the year prove to be, it's those stores with a combined High Street and online offering that are most protected against unexpected events.

Parcelhero’s influential report “2030: Death of the High Street” has been discussed in Parliament. It reveals that retailers must develop an omnichannel approach, embracing both online and physical store sales. Read the full report at: https://www.parcelhero.com/content/downloads/pdfs/high-street/deathofthehighstreetreport.pdf

How Small Businesses Can Quickly Start Accepting Card Payments Online or In Person, Before the Christmas Season

Learn how small businesses and UK sole traders can start accepting card payments online or in person. Compare payment providers, fees, and setup tips to get paid faster.

Why Small Businesses Need to Accept Card Payments

In today’s fast-moving, cash-light economy, being able to take card payments isn’t just convenient, it’s essential, especially in the run-up to Christmas. 

You don't want to be in the situation where you have to turn away a disappointed Christmas shopper because they don't have any cash in their wallet or purse.

Customers expect to pay by card, contactless, or mobile wallet, whether they’re shopping in-store, at a market stall, or online.

For UK small businesses and sole traders, introducing card payment options can boost sales, improve cash flow, and make your brand look more professional.

Let’s look at how you can start accepting card payments, both online and in person, quickly and affordably.

Step 1: Decide How You’ll Take Payments

Before you invest in any system, think about where your customers interact with your business.

In-person payments: Ideal for cafés, salons, pop-ups, and retail outlets. You’ll need a card reader or POS terminal.

Online payments: Suitable for e-commerce sites, digital services, or freelancers. You’ll need a payment gateway or checkout page.

Hybrid setup: Many UK businesses benefit from combining both, selling face-to-face and online with the same provider.

Step 2: Choose a Reliable Card Payment Provider

Finding the right provider depends on your turnover, business model, and budget.

Popular UK options include:

Square: Free account, pay-as-you-go transaction fees. Great for small shops and market stalls.

SumUp: Fast setup with low-cost card readers and no monthly contracts.

Zettle by PayPal: Ideal for sellers who already use PayPal or sell through social media.

Stripe: Excellent for online payments, subscriptions, and integration with e-commerce platforms.

Worldpay and Barclaycard: Traditional merchant accounts for businesses with higher sales volumes.

Tip: Compare transaction fees, payout times, and integration options before you commit.

Step 3: Setting Up In-Person Card Payments

To take payments in person, you’ll need a card reader that supports chip & PIN, contactless, and mobile wallets (Apple Pay, Google Pay, etc.).

Most modern card readers connect to your smartphone or tablet via Bluetooth and come with an app to manage sales, refunds, and receipts.

Benefits include:

Take payments anywhere, perfect for mobile businesses or markets.

Email receipts instantly to customers.

Sync transactions with your accounting software.

Popular small business readers in the UK include Square Reader, SumUp Air, and Zettle Reader 2.

Step 4: Setting Up Online Card Payments

If your business sells online, you’ll need a payment gateway to handle secure transactions.

Options include:

Stripe, PayPal, and Square Online, all integrate easily with Shopify, Wix, or WordPress.

Shopify Payments or WooCommerce Payments, built-in systems for e-commerce sites.

Payment links or invoices, perfect for freelancers and service providers.

Make sure your website uses SSL encryption (that padlock symbol) to protect customer data and improve trust.

Step 5: Understand the Costs and Fees

Most card payment providers charge a small percentage per transaction, typically 1.5%–3%, plus a few pence per sale.

Although it’s tempting to pass that on to the customer, most UK businesses now include it in their pricing. Offering free and easy card payments can help boost conversions and customer satisfaction.

Step 6: Stay Secure and Compliant

When accepting card payments, you must follow the PCI DSS (Payment Card Industry Data Security Standard).

Fortunately, most reputable providers handle the heavy lifting for you, but you’re still responsible for basic best practices:

Use secure payment systems only.

Keep all customer data confidential.

Train staff to spot payment fraud or phishing scams.

Security and professionalism go hand in hand when building customer trust.

Step 7: Promote Your New Payment Options

Once your payment system is up and running, shout about it!

Add “We now accept card payments” to your shop window, website, and social media posts.

Mention contactless, Apple Pay, and online checkout options in your marketing.

Update your Google Business Profile with “Card payments accepted.”

The easier you make it to pay, the more likely customers are to buy.

Step 8: Review, Analyse, and Grow

Card payment systems don’t just process transactions, they provide valuable data, too.

Use built-in analytics to track:

Your best-selling products or services

Average transaction values

Peak shopping times

This insight helps you plan stock, schedule staff, and refine your pricing strategy.

Final Thoughts: Bring Your Business into the Modern Age

Moving to card payments, whether online or in person, can seem daunting, but modern technology makes it surprisingly simple.

With affordable providers like Square, SumUp, and Stripe, small businesses and sole traders in the UK can start accepting card payments in minutes. You’ll enjoy smoother sales, faster cash flow, and happier customers.

If you haven’t already, now’s the time to make your business cashless-ready, and future-proof.

Suggested Meta Description (SEO):

Learn how small businesses and UK sole traders can start accepting card payments online or in person. Compare payment providers, fees, and setup tips to get paid faster.

How Small Retailers Can Launch Their Own Online Shops in Time for Christmas – Even on a Budget

The Christmas shopping season is fast approaching, and for small retailers it represents one of the best opportunities of the year to boost sales and connect with customers. 

But what if you don’t yet have an online presence? An online retail outlet? 

The good news is that setting up an online shop doesn’t have to be complicated or expensive. 

With a few clever choices, you can get your business online in time for the festive rush – without breaking the bank.

Why Go Online Now?

Shoppers are looking early: More and more customers are starting their Christmas shopping in October or November.

Convenience rules: Busy consumers prefer to browse and buy online, often outside of standard shop opening hours.

Compete with the big players: Having your own online shop helps level the playing field against high street chains and e-commerce giants.

Budget-Friendly Ways to Launch Your Shop

You don’t need a huge investment in web design or tech. Here are some low-cost, high-impact options:

1. Use Online Shop Builders

Platforms like Shopify, Big Cartel, Squarespace, or Wix allow you to create a professional-looking online shop in hours. Many offer free trials, and monthly plans can start from as little as £10–£20.

2. Try Marketplace Add-Ons

If you already sell on Etsy, eBay, or Amazon Marketplace, you can integrate these with your own site to make shopping seamless while keeping costs low.

3. Social Media Shops

Facebook and Instagram both allow you to create product catalogues and sell directly through your social media pages. It’s a free way to reach your existing followers while boosting festive sales.

4. Keep It Simple

Start small – you don’t need to upload your entire product range at once. Focus on your bestsellers, gift-ready items, or Christmas specials. A streamlined shop is easier to manage and market.

5. Payment Options on a Budget

Services like PayPal, Stripe, or Square are easy to set up and require no big upfront investment. They take a small transaction fee but save you from costly merchant service contracts.

Making Your Online Shop Stand Out for Christmas

Festive branding: Add a seasonal banner or Christmas-themed product images.

Gift bundles: Create ready-made hampers or multi-buy offers for quick gifting.

Clear delivery info: Highlight last posting dates and delivery charges upfront to avoid abandoned baskets.

Click & collect: If you have a physical shop, this is a brilliant way to connect your online and offline customers.

Spreading the Word Without Spending a Fortune

Use social media posts and short videos to showcase gift ideas.

Send a simple email newsletter (Mailchimp has free plans) to remind past customers of your new online store.

Collaborate with other local businesses to share each other’s shops online.

Launching an online shop doesn’t have to cost the earth or take months to prepare. By starting now, focusing on the essentials, and making use of budget-friendly tools, small retailers can join the online Christmas shopping rush and give their business the gift of new customers.

When you have launched your online Christmas retail shop please email us at afj_uk@yahoo.com and we'll promote it for you, free of charge, on our sister site That's Christmas and here on That's Business.

Branding Your Online Shop: A Beginner’s Guide

In a crowded digital marketplace, branding is what sets your shop apart. 

It’s not just about a logo: It’s about the feeling your store gives customers the moment they land on your page. 

Whether you’re on Etsy, Shopify or Amazon, consistent and compelling branding can turn browsers into loyal buyers.

Why Branding Matters

Builds Trust: A cohesive look and feel makes your store appear professional.

Creates Recognition: People remember brands with distinct personalities.

Drives Loyalty: Branding is how you turn one-time buyers into repeat customers.

Key Elements to Focus On

Name: Choose something memorable and easy to spell.

Logo: Invest in a clean, simple design—tools like Canva can help you get started.

Colour Scheme & Fonts: Stick to 2–3 core colours and 1–2 typefaces.

Tone of Voice: Is your shop playful, premium, eco-conscious? Let it show in your copy.

Brand Consistency Is Key

Use your chosen visual and verbal identity across:

Product photos and packaging

Social media

Email newsletters

Customer service replies

How to Set Up and Operate Your Own Online Retail Establishment Using Etsy, Shopify, Amazon or Similar Tools

In today’s digital-first economy, setting up an online retail business is not just potentially viable, it’s often preferable. 

Whether you’re looking to turn your hobby into a side hustle or launch a full-time eCommerce enterprise, platforms like Etsy, Shopify, and Amazon make it easier than ever to get started.

 But while the tools may be powerful, success still depends on careful planning and consistent effort.

Here’s a step-by-step guide to launching your own online retail establishment using some of the most popular platforms available.

1. Choose the Right Platform for Your Product

Each eCommerce platform comes with its own strengths:

Etsy is ideal for handmade, vintage or craft supply items. It caters to buyers looking for unique and creative goods.

Shopify offers a fully customisable eCommerce storefront. Best for those wanting full brand control and scalability.

Amazon gives you access to a massive customer base but comes with high competition and strict seller guidelines.

Tip: Many sellers start on Etsy or Amazon to test the market, then expand to Shopify as their brand grows.

2. Research and Define Your Niche

Even the most user-friendly platform won’t help if you don’t know who you're selling to. Ask yourself:

What problems does your product solve?

Who is your ideal customer?

What are your competitors doing—and how can you do it better?

Use tools like Google Trends, Answer the Public, and each platform’s own search bar to find out what people are searching for.

3. Set Up Your Store

Here's what you need, regardless of platform:

Business Name: Choose something memorable, relevant, and available as a domain.

Logo & Branding: Consistent visuals help build trust.

Product Listings: Use clear photos, compelling descriptions, and relevant keywords.

Pricing Strategy: Consider your costs, competitors, and value proposition.

Platform-Specific Tips:

Etsy: Use all 13 tags and make use of Etsy SEO best practices.

Shopify: Invest in a clean theme and consider useful apps for shipping, upselling, etc.

Amazon: Understand FBA (Fulfilled by Amazon) vs FBM (Fulfilled by Merchant).

4. Sort Out the Logistics

Payment Processors: Stripe, PayPal, or built-in options depending on your platform.

Shipping & Fulfilment: Will you ship yourself or use a fulfilment service?

Taxes & Legalities: Register as a sole trader or limited company and understand your VAT obligations.

In the UK, you’ll need to register with HMRC. Depending on your turnover, you may need to charge VAT. Keep accurate records from day one.

5. Drive Traffic to Your Store

No matter how good your product is, people need to know about it. Here are a few ways to build traffic:

Social Media: Instagram, Pinterest and TikTok are especially good for product-based businesses.

Email Marketing: Build a mailing list and reward sign-ups with discounts.

Search Engine Optimisation (SEO): Optimise product titles and pages with keywords.

Ads: Consider paid advertising on Google, Meta (Facebook/Instagram), or within the platform (Etsy Ads, Amazon Sponsored Products).

6. Provide Stellar Customer Service

Good reviews lead to more sales. Offer excellent customer service, respond to messages promptly, and go the extra mile with packaging and personalisation.

7. Analyse and Improve

Use analytics tools (Google Analytics, Shopify Reports, Amazon Seller Central) to monitor:

Best-selling products

Customer demographics

Conversion rates

Use this data to adjust your pricing, marketing strategy and product offerings.

Points to ponder

Starting an online retail business is a journey that blends creativity, strategy and perseverance. With the right platform and mindset, anyone can tap into the global marketplace and build a successful eCommerce brand. Whether you choose Etsy for its artistic flair, Shopify for its flexibility, or Amazon for its scale, the key is to stay consistent, learn as you go, and always keep your customer at the heart of your business.

Want to Learn More?

Check out our guides on branding your online shop, UK tax tips for sole traders, and using social media to grow your customer base—all right here on That’s Business.

Step-by-Step Guide to Launching an Online Gift Card Service for Your Business

1. Define Your Purpose and Scope

For your own business: You want to offer digital gift cards that customers can purchase and send to others.

As a service platform: You're building a marketplace or tool for other businesses to sell gift cards through your site.

2. Choose Your Platform

Depending on your goal:

E-commerce Platforms

If you already have a website with:

Shopify – Built-in gift card functionality (on paid plans)

WooCommerce (WordPress) – Use plugins like "PW WooCommerce Gift Cards"

Squarespace / Wix – Also have built-in options or apps

Standalone Tool or Integration Consider:

GiftUp! – Easily embeds on any site, supports many currencies

VoucherCart – Great for UK-based businesses

Square / PayPal – Offer gift card options if you're already using them for payments

3. Set Up the Gift Card Product

Create a digital product in your shop labelled “Gift Card”

Offer various denominations (£10, £25, £50, etc.)

Allow customers to personalise messages and choose delivery dates (many plugins support this)

4. Choose Delivery Method

Email delivery (most common and automated)

Optional: Printable PDF download

Schedule delivery for special occasions

5. Set Terms and Conditions

Expiry dates (UK law requires a minimum of 5 years unless stated)

Refunds and returns policy

Usage restrictions (e.g., online only, single-use or multiple-use)

6. Brand It Well

Design visually appealing cards (Canva is great for templates)

Reflect your branding and match your site aesthetics

Ensure it works seamlessly on mobile

7. Promote It

Add a section to your homepage

Create a dedicated menu item or landing page

Promote on social media, email newsletters, and in your checkout flow

Run seasonal campaigns (e.g., birthdays, Christmas, Father’s Day)

8. Track and Analyse

Monitor how often they're purchased and redeemed

Use analytics to refine offers and marketing

Consider offering incentives (e.g., “buy £100, get £10 extra”)

Strategies for Building a Strong Email List

In the world of digital marketing, the importance of email marketing cannot be overstated. It remains one of the most effective channels for reaching and engaging with your target audience. However, to make the most of email marketing, you need a strong and engaged email list. 

Building a strong email list is a critical step in your email marketing strategy, and in this blog post, we will discuss some strategies to help you achieve this goal.

Create High-Quality Content

Content is king, and it's also the foundation of a strong email list. To attract and retain subscribers, you need to consistently create and share high-quality content that provides value to your audience. Whether it's blog posts, eBooks, webinars, or videos, your content should be relevant, informative, and engaging. When people find your content valuable, they are more likely to subscribe to your email list for updates.

Use Opt-In Forms

Opt-in forms are a fundamental tool for collecting email addresses. You can place them on your website, blog, landing pages, or even in the content you produce. These forms should be strategically placed and designed to encourage visitors to subscribe. Consider using pop-up forms, slide-ins, and embedded forms to maximise your conversion rate. Additionally, make sure your forms are mobile-responsive for a seamless user experience.

Offer Incentives

Entice your website visitors with incentives to subscribe to your email list. These incentives, often called lead magnets, can include free eBooks, guides, templates, checklists, or exclusive access to webinars or discounts. When people see tangible value in exchange for their email address, they are more likely to subscribe. Be transparent about what subscribers can expect in return for joining your list.

Run Contests and Giveaways

Contests and giveaways are excellent tools to not only collect email addresses but also generate buzz and engagement. Encourage people to participate by entering the contest with their email address. Make sure the prizes are relevant to your audience to attract quality subscribers. Be sure to follow the applicable laws and regulations, such as GDPR or CAN-SPAM, when collecting and using email addresses.

Segment Your List

Segmentation is the practice of categorising your email list based on specific criteria, such as demographics, behaviour, or preferences. By segmenting your list, you can send more targeted and relevant content to your subscribers, increasing engagement and reducing the risk of unsubscribes. Personalisation really is key, as it makes subscribers feel like you understand their needs and interests.

Utilise Social Media

Leverage your social media platforms to promote your email list. Share links to your sign-up forms and lead magnets regularly. Use paid advertising or boosted posts to reach a broader audience. Encourage your existing subscribers to share your content and refer friends. Social media can be a powerful tool for expanding your email list.

Optimise Email Sign-Up Pages

The design and copy of your email sign-up pages are crucial. These pages should be easy to navigate, load quickly, and clearly communicate the benefits of subscribing. Keep the form fields minimal and only request essential information. A/B testing can help you identify what works best to improve conversion rates on these pages.

Ensure Mobile-Friendliness

With the growing number of people accessing the internet on mobile devices, it's vital to have a mobile-friendly email sign-up process. Your forms and landing pages should be responsive and easy to use on smartphones and tablets to capture potential subscribers on the go.

Building a strong email list is an ongoing process that requires time and effort. However, the benefits of a strong and engaged email list are well worth it. By creating valuable content, using opt-in forms, offering incentives, running contests, segmenting your list, leveraging social media, optimizing sign-up pages, and ensuring mobile-friendliness, you can establish a thriving email list that will drive success for your email marketing campaigns. Remember to focus on building and nurturing relationships with your subscribers to keep them engaged and excited about your content.

(Image courtesy of Gerd Altmann from Pixabay)

The Importance of Online Reputation Management

In the digital age, where information travels at the speed of light and social media platforms wield immense influence, your online reputation can make or break your personal and professional success. 

The importance of online reputation management simply cannot be overstated. Whether you're an individual, a small business, or a multinational corporation, the way you are perceived on the internet has a profound impact on your credibility, trustworthiness, and bottom line. In this blog post, we'll explore why online reputation management is crucial and how you can effectively safeguard and enhance your online image.

1. First Impressions Matter

In today's interconnected world, the internet is often the first place people turn to when they want to learn more about you or your business. Your online presence serves as your digital storefront, and it's where potential clients, employers, or partners form their initial impressions. A strong online reputation can make you appear trustworthy, reliable, and competent, while a negative or non-existent one can have the opposite effect.

2. Trust and Credibility

Trust is a cornerstone of any successful relationship, whether personal or professional. Your online reputation directly influences how much trust others are willing to place in you. Positive reviews, testimonials, and a well-maintained online presence can boost your credibility and foster trust. On the contrary, a history of negative feedback or an absence of information can cast doubt on your trustworthiness.

3. Impact on Business Success

For businesses, online reputation management is a make-or-break factor. Potential customers heavily rely on online reviews and feedback when making purchasing decisions. A study by BrightLocal found that 91% of consumers read online reviews before making a purchase, and 84% trust online reviews as much as personal recommendations. Therefore, managing your online reputation can directly impact your revenue and growth.

4. Crisis Management

Online reputation management isn't just about maintaining a positive image. It also involves preparing for and addressing negative situations. In today's viral and interconnected world, negative news can spread rapidly and damage your reputation. A robust online reputation management strategy includes crisis management, which can help you mitigate the impact of negative incidents and recover more quickly.

5. Personal Branding

Individuals, not just businesses, benefit from a positive online reputation. Building a strong personal brand is essential for career development and personal growth. Maintaining an impressive LinkedIn profile, showcasing your expertise on social media, and actively engaging in thought leadership activities can help you stand out in a competitive job market.

6. Search Engine Rankings

Search engines play a critical role in shaping online reputations. People often turn to search engines like Google to research and form opinions. A well-optimised online presence can help you control what information appears when someone searches for your name or brand, allowing you to present the image you want to convey.

7. Social Media's Influence

Social media platforms are powerful tools for building and managing your online reputation. Actively engaging with your audience on platforms like Twitter, Facebook, and Instagram can help you shape your image, connect with your audience, and respond to feedback in real-time. Neglecting your social media presence can leave room for misperceptions and missed opportunities.

8. Feedback and Improvement

Online reputation management is not just about defending your image; it's also about using feedback to improve. Constructive criticism can be invaluable for businesses and individuals looking to enhance their products, services, or personal development. Embracing feedback and demonstrating a willingness to grow can reflect positively on your online reputation.

In conclusion, the importance of online reputation management cannot be understated in today's digital world. Whether you're a business owner, a job seeker, or simply someone who wants to present themselves positively online, your reputation matters. It affects trust, credibility, and can significantly impact your personal and professional success. 

To effectively manage your online reputation, consider investing in reputation management services, actively engage with your online audience, and consistently monitor and improve your online presence. Remember, in the digital age, your online reputation is one of your most valuable assets.

(Image courtesy of Tumisu from Pixabay)

Sceneric and hybris Help Stanley Gibbons Win Stamp of Approval

72% increase in online sales sign of buoyant market for AIM-listed rare stamp, coin and autograph company

Since opting for UK-based web consultancy Sceneric and multi-channel commerce software vendor hybris to build its online channel in 2010, famed stamp dealer Stanley Gibbons has seen a 72% increase in online sales in just under two years, announcing online sales of £4.3m (2010: £2.5m) in its financial results today. This increase looks set to continue to rise, showing resilience in the global collectibles market and the success of the site in becoming a prime marketplace for stamp collectors worldwide.

Realising that its existing web presence could not support the kind of global expansion planned by the business, Stanley Gibbons sent out requests for quotations to the market in 2010 and set about evaluating the best solution to meet its requirements. After a rigorous assessment process, the world’s leading rare stamps and prestige collectibles company offered the contract to develop a new website and eCommerce platform to Sceneric and hybris.

Keith Heddle, Sales & Marketing director of Stanley Gibbons, commented: “Increasing interest in alternative investments means our business continues to grow and do well, as customers realise the wisdom of having tangible assets in their portfolios. Since its launch in 2011, www.stanleygibbons.com has helped us expand our sales overseas into key markets such as the U.S. and Far East. Further development of the site is central to our ongoing evolution from a trader to a trading provider to gain a greater percentage of the global sales and activities of collectors, dealers, auction houses and others related to the stamp market.”

Jim Herbert, chief operating officer of Sceneric, the UK-based ecommerce consultancy, added: “I think the sharp increase in online sales for www.stanleygibbons.com points to strong demand for an easy to use and reliable portal for stamp purchases and investments. Adding further functionality so that the portal becomes a more immersive and community-rich customer experience is a challenge we look forward to meeting with hybris this year.”

Stanley Gibbons plans to use the hybris platform and Sceneric’s expertise in building e-commerce channels to offer online auction facilities for its customers and to offer its impressive catalogue range to a global audience via multi-lingual and multi-currency platforms. In addition, a programme of continuous improvement has been implemented to enhance customer and collector experience across the site, improve conversion rate, and ensure customers, investors and collectors can find exactly what they need.

Ariel Luedi, CEO of hybris, said: “Online presence has long been a part of an integrated multichannel strategy, but many companies, especially those dealing in areas of high market worth such as investments and prestige collectibles, see online just as a window to advertise their business, not a means of providing a more rounded customer experience. Stanley Gibbons had the vision to see that the site was an extension, and not a replacement of, the customer relationships it is rightly renowned for.”

Stanley Gibbons
www.stanleygibbons.com
Sceneric
www.sceneric.com
hybris
www.hybris.com

Family business continues to survive recession, thanks to the power of the internet

It is clear how important online marketing is to any business, after all the consumer goes directly to the internet when searching which is why companies have a duty to make themselves visible or risk becoming a needle in a haystack.

Outdoor equipment specialists Taunton Leisure have grabbed online marketing by the horns and as a result have seen business grow substantially…a clear online presence has made all the difference.

“Site visibility in search is key, we all know from strong independent customer feedback that we have the products, prices and service to match and exceed customer expectations but we need to be able to get in front of more customers” Jon Mayo. Taunton Leisure.

Effective online marketing through various avenues including search engine optimisation is the most cost effective and efficient way of improving ranking results and in effect brand recognition and an increase in sales follows; “we were drawn to Caroco because of the SEO work that needed to be done, they have the ability to set out in terms the SEO process and the way that this will help us meet our goals; they have the ability to work with a smaller team to understand the work being undertaken.”

“we’re really pleased to be working with such a reputable firm like Taunton Leisure and aim to help them stay on top and grow thanks to our specialist SEO services” Nigel Copley, Director Caroco Internet Marketing.

With an ever increasing popularity in music festivals, camping and hiking trips quality outdoor equipment, particularly camping equipment is hard to find but with a strong marketing strategy, Taunton Leisure have been able to increase their online presence tenfold proving that online marketing can provide a much needed boost even in a recession.

Intershop to Present New Intershop 7 Platform at Internet Expo & Digital Marketing in Stockholm

In-depth product demonstrations at Booth C05
Robert Kornfeld to speak on mobile commerce and multi-cross commerce

Stockholm, Sweden, 13 March 2012 – Intershop is presenting its new cross-channel commerce platform, Intershop 7, at the Internet Expo & Digital Marketing show, which takes place at Kistamässan in Stockholm on 14 and 15 March.

With over 1,500 features, Intershop’s latest product opens up new possibilities for sophisticated multi-channel commerce. It provides store managers with unprecedented flexibility to adapt their online business to the ever-changing needs and expectations of their customers. Powerful features, such as Design View, integrated A/B Testing, and an advanced Promotions Engine, make it possible to evolve and manage storefronts fast, test consumer preferences, and create highly targeted user experiences.

Visitors to the Intershop booth (C05) can see in-depth demonstrations and presentations of the new functionalities in Intershop 7.

In addition, Robert Kornfeld, Country Manager Scandinavia, will present in two sessions. His first session, titled ‚Mobile Commerce, not an option – a necessity’, will take place on Wednesday 14 March at 11.30-12.00.

His second session is titled‚ Multi-x commerce perfectly united’, and held on Thursday 15 March at 12.30-13.00.

For more information, please visit www.intershop.com/event-details/events/internet-expo-...

PHG adds some Punch to its PR effort

Performance Horizon Group (PHG), a leading provider of performance marketing technology, has appointed Punch Communications to handle its national, trade-specific and online PR.

Established in May 2010, PHG is the latest venture of Malcolm Cowley and Paul Fellows, co-founders of global affiliate network buy.at which was sold to AOL in 2008 for $125m. A high-tech start-up from North East England, over the past year it has expanded its operations to London and New York and brought to market its ExactView technology: a global platform for tracking, reporting, managing and optimising performance partner relationships in affiliate marketing and lead generation, regardless of channel or device.

Since its appointment, leading SEO agency Punch has been responsible for building awareness of the brand and ExactView, sharing corporate news announcements including PHG’s second round of venture capital funding from DN Capital and Greycroft, and raising the profile of senior personnel within the company. Working closely with the team, Punch is also assisting with the delivery of relevant award, events and speaker submissions.

Malcolm Cowley, CEO of PHG, said: "We wanted to appoint a PR agency which not only has a good understanding of the sector in which we operate but one that is also creative and has excellent media and blogger contacts. Punch has not only demonstrated that it understands our core business proposition but that the team is enthused to meet our company vision.”

Georgina Dunkley, account director at Punch Communications, added: "The growth of PHG over the past few years has been phenomenal and we are thrilled to be appointed by the brand as it embarks on an action-packed 2012 including the growth of its operations in the UK and US.”

As one of the UK’s foremost social media agencies, Punch Communications also handles PR and SEO services for its clients. For further information visit www.punchcomms.com.

Fasthosts reveals 1 in 3 consumers has posted a negative review of a firm online

Fasthosts, a top UK web hosting provider, has revealed that one third of British consumers has posted negative material online relating to a company or product.

The survey of 1300 UK consumers, commissioned by the web hosting company, found that it is now common place for Britons to express their gripes openly online, most commonly on social networking sites such as Facebook and Twitter, as well as online forums. Over half of young adults have published negative online reviews.  Encouragingly for firms, the vast majority of consumers are willing to give a company a second chance if it responds well to their online complaints.

Whilst willingness to share frustrations online is equal across both genders, the issue ranges in frequency according to age.  Younger Britons are far more likely to publish their grievances.  Some 52 per cent of under 24 year olds have turned to the web in this way.  39 per cent aged 25-34, and 38 per cent of adults aged between 45-54 years have done so. 1 in 4 of those older (28 per cent) vented their concerns online.  Geographical location also appears to be a driver, with the issue most common in the south east (38 per cent) and far north of England, such as North East (37 per cent). 

However, some 84 per cent of consumers would forgive a company for mistakes and be willing to use it again if the firm engaged with their negative online review and discussed the issues with them. 

It appears that few British companies are seeing the benefits of getting to grips with the issue of negative online material.  Data from 400 UK small businesses reveals that few UK companies choose to interact with customers who publish negative material about them. Despite the prevalence of online complaints, only 12 per cent of small firms have ever engaged with an online complaint. 

Stephen Holford, Marketing Director, Fasthosts Internet, commented: "It is understandable that many business owners' first instinct may be to shy away from their customers' online complaints.  However, addressing negative online material enables a company to learn about their customer experience as well as improve their customer retention and online reputation."

Graham Jones, Internet Psychologist, added: "People who want to complain about a company are getting a sense of freedom and power as a result of social networks and feel encouraged to make such complaints.  As a result, this is a growing problem for companies and is something they must do as a matter of routine.  Interestingly, several studies show that when people have their complaints positively responded to they are more supportive of the business than they were before the complaint was made.  Psychological research shows this is linked to the fact that when the complaint is responded to well, people feel as though they are being cared for, which produces positive emotional responses."

www.fasthosts.co.uk

(EDITOR: With many firms not even bothering to reply to emails asking for details of the services they provide, is this any wonder?) 

UK SME Online Retailers Experience Slowdown in Sales

But Actinic research reports ecommerce still better than High Street retail

The fifth quarterly UK online sales survey conducted by ecommerce specialist Actinic shows a continued slowdown in online retail growth for small to medium enterprises (SMEs).

The research reports both an average 7% increase in sales revenue as well as a 7% increase in the numbers of orders processed in the three months to 30 June 2011, when compared to the same quarter in 2010.

In contrast, in Q2 2010 growth was running at over double this rate (15%), and with the Q1 2011 figures showing an average 9% increase, the trend is downwards. However, these latest results still compare very favourably with high street retailers where June gave only 1.5% growth, which was better than expected.

The average order value has remained virtually unchanged at £72.08 for Q2 2011 compared to £72.16 for Q2 2010. The survey does highlight that there are still e-retailers experiencing strong growth. For example, many specialist web stores in the arts and crafts sector are thriving.

“Our Actinic ecommerce site www.knitwell.co.uk has been running for over 7 years and we are still experiencing strong growth with a 13% increase in revenue and 6% increase in order quantity for our Q2 2011 figures over the same time last year,” says owner Michael Calvert.

He adds, “The knitting marketing has seen a resurgence with celebrity endorsements from the likes of Julia Roberts and Cameron Diaz, combined with more people wanting to take up a new, inexpensive, but rewarding pastime. The cold winter last year also helped, with scarves becoming fashionable again which attracted younger knitters.”

Monica Hardman, managing director of English Yarns comments: “In April our 2011 turnover for the year was down 23% compared with 2010. So we implemented a discount programme with coupon codes to increase traffic to our site and incentivise visitors to purchase, firstly to those in the UK and EU and then customers in the rest of the world. Within a month we were into positive figures again with an increase of 3% in May and 12% in June for the year to date.”

Nick Kington, managing director at Actinic Online comments, “These figures are not a big surprise. Consumer spending is clearly being hit hard and online retailers are not immune to tough times. However, some web merchants are thriving, highlighting that a combination of good merchandising, marketing and customer service can bring success even in the current climate.”

UK businesses lose £14bn every year due to poor online customer experiences

A survey commissioned by Tealeaf, a top producer and developer of online customer experience management (CEM) software, and conducted for them by Econsultancy, shows the shocking fact that businesses in the UK are losing the equivalent of some 24% of their entire annual online revenue due to poor online customer experiences. This equates to £14bn alone in the past year amongst online retailers . This is despite 84% stating that selling more products or services is a key objective for the business. (EDITOR: That's nearly one whole quarter!)

The full findings of the survey of almost 500 global senior business professionals are available in a report released yesterday, entitled Reducing Customer Struggle.

It actually makes pretty grim reading. It points out that nearly one fifth (18%) of businesses rate their understanding of the online customer experience as “poor‟ or “very poor‟, with only 4% classifying it as “excellent‟.

This lack of understanding seems to centre on the bottom of the sales funnel with the majority of companies saying they have “limited” or “no understanding” of why customers abandon a shopping cart (78%) or leave a site without converting (81%). Instead, most are reactive and rely on other channels to discover customer issues, with 76% most likely to learn about site problems as a result of calls to the customer service team or through customer emails.

Steve Robinson, CEO at MandMDirect.com believes understanding online customer experience should be a key focus for all businesses. “As consumers continue to flock to the web, ebusinesses need to dramatically improve the experience they receive through greater actionable insights. Failure to do so will render companies powerless in making informed site developments, which could reduce their competitive advantage as a result.”

Linking online and offline channels and sharing insights between them is also a major challenge for businesses with only 3% describing the multichannel experience they provide as “excellent”. Just under a quarter (24%) rate it as “poor” or “very poor” and only about a half (49%) have processes in place to prioritise and rectify the problems and issues customers face online.

Respondents estimate that 15% of total inbound calls relate to website problems but, despite this, 68% fail to give call centre agents access to information about the online experience of individual customers. Although the majority of companies (86%) say their call centre staff are able to route website issues to the right people in the business, only a third (36%) measure the extent to which these problems are then resolved.

“This research demonstrates a clear link between online customer experience and revenue generation,” said Geoff Galat, CMO of Tealeaf. “Ebusinesses have much to gain from better online visibility, particularly at the bottom of the sales funnel, where conversion rates should be highest. A poor online user experience, coupled with a lack of visibility and understanding, translates into a significant amount of lost revenue as well as added costs due to increased inbound enquiries.”

“The web lies at the heart of any multichannel business these days and so providing visibility across all business units will ensure a seamless experience at all brand touchpoints,” said Ashley Friedlein, CEO at Econsultancy. “As the online channel becomes increasingly valuable for business, it is vital for companies to ensure the customer journey is as pain-free and seamless as possible. Companies that fail to put in place the technology and processes necessary to improve online experiences will miss out on this growing financial potential.”

You can find the results of the survey here:-
www.tealeaf.com/customer-experience-management/resource-center/register.php?doc=reducing-customer-struggle

(EDITOR: However, how many people have abandoned a trip to a real rather than a virtual store due to poor customer service? Quite a lot. The same as those who abandon an online shopping trip? It would be interesting for someone to conduct a survey in to this.)