One additional reason for growth is the increase in order size that is realized when an online consumer is linked to a live agent
Westborough, MA (PRWEB) December 11, 2008
According to an analysis by FFP Global, a provider of customer care, fulfillment and supply chain services and fully integrated marketing programs, the e-Commerce and consumer entertainment businesses they service and support have not been negatively impacted by the slowing economy. Rather both sectors are seeing significant sales growth rates over last year's holiday season.
FFP Global's e-Commerce consumer entertainment business group is projecting growth rates to surpass last year's sales dollar volume by as much as 30%.
Traditional retailers are expecting less than 2% year over year growth in 2008, while most e-Commerce companies, such as Amazon, are forecasting 5% growth. FFP Global's Consumer Entertainment businesses expect to exceed both industries results by double digits. This analysis is based on data from the consumer entertainment related and e-Commerce clients of FFP Global, including one of the world's biggest etailers of traditional products such as CDs, DVDs and gaming plus one of the largest celebrity e-Commerce merchandisers that offer downloadable media.
"Several e-commerce shopping trends are clear this holiday season; consumers are more demanding and discriminating with merchant offers and have a clear expectation for the overall service experience," concludes Elise Chow, CEO and Founder of FFP Global."One additional reason for growth is the increase in order size that is realized when an online consumer is linked to a live agent," believes Chow.
This year, FFP Global's e-Commerce clients are intensely focusing on loyalty marketing and the development of their existing customer base. "By developing and managing a wide variety of integrated marketing programs for our clients, including but not limited to outbound calling, special inbound calling promotions and aggressive use of email marketing campaigns, FFP Global's e-Commerce clients are engaging their customers in much more personalized ways," says Linda Manfredi, Chief Operating Officer of FFP Global.
FFP Global's examination of the e-Commerce and Consumer Entertainment businesses also highlights the value of additional key components of success which include reduced call waiting times, skilled contact center agents, real time access to inventory management systems and shipment information. "These are important factors that provide a quality shopping experience and increase the final dollar amount of the purchase. Given that today's empowered consumers have a multitude of channel and merchant options, it's critical that a seamless integration of people, processes and technology works to exceed all customer expectations," adds Manfredi.
About FFP Global:
FFP Global is a privately held, minority and woman owned company that has been recognized as one of the Top 50 Business Process Outsourcing companies in the United States. A globally acute growth company, FFP Global provides thought leadership, savvy technology and client centric innovation for Fortune 500 companies and emerging businesses. For more information on FFP Global visit http://www.ffpglobal.com.