Hitting the Mark 2020

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global brands


regions worldwide


weeks of research

dotdigital's ecommerce benchmark report

We examined the customer engagement tactics of 100 brands worldwide

  • 90% sent a welcome email

    But not enough are using preference centers to gather the right data.

  • 57% triggered cart recovery

    Plus, a third sent the reminder within 60 minutes and more than once.

  • 80% don't reward loyalty

    4/5 of brands are not building loyalty after a customer makes a purchase.

Hitting the mark 2020 report | dotdigital

From email marketing to omnichannel automation

To mark dotdigital’s 20th anniversary and 10th edition of Hitting the Mark, we’ve produced an ecommerce report that offers more insight than ever before. We dug deep to discover that some brands are taking impressive steps to improve the customer experience. But, we also found that others were falling at the last hurdle, unable to fully deliver on a customer-centric strategy.

But don’t just take our word for it. In this year’s report, you’ll uncover the data, channels, and tactics you need to make your customer experience dreams a reality.

Analyzing online customer experiences

Our research covered the entire customer journey

  • Email experience

    From subscription to key marketing automations like welcome and abandoned cart, we looked at the tactics brands should be using as best practice.

  • Omnichannel experience

    We studied the customer journey across five channels to discover how far brands are meeting customers’ demands for omnichannel accessibility.

  • User experience

    Expanding our remit beyond marketing channels, we investigated the online experiences that boost customer activity and retention like chat.

With exclusive insight from our partners

Download  Hitting the Mark

Discover the brands shaking up the ecommerce industry