How to enhance customer engagement

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O prezentare despre cum poti identifica si analiza toate punctele de contact intre tine si clienti si cum te ajuta acest lucru in imbunatatirea relatiei cu clientii.

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How to enhance customer engagement

  1. 1. How to enhance customer engagement?
  2. 2. 17.01.2012 PayU Group 2
  3. 3. Agenda From commerce to e-commerce Market trends What is driving e-commerce? The touch points How can the payment service provider help your business?17.01.2012 PayU Group 3
  4. 4. A history of commerce17.01.2012 PayU Group 4
  5. 5. A history of commerce17.01.2012 PayU Group 5
  6. 6. 17.01.2012 PayU Group 6
  7. 7. Market trends17.01.2012 PayU Group 7
  8. 8. 17.01.2012 PayU Group 8
  9. 9. 17.01.2012 PayU Group 9
  10. 10. The customer!17.01.2012 PayU Group 10
  11. 11. More business?17.01.2012 PayU Group 11
  12. 12. Touch points Set expectations Create interest Generate sales17.01.2012 PayU Group 12
  13. 13. Touch pointsWe will define a touch point as any customer interaction or encounter that caninfluence the customers perception of your product, service, or brand.Touch points can occur long before a customer actually makes a purchase andlong after they have made their first transaction.The goal of every company interested in leveraging customer experience as acompetitive advantage is to create a positive and consistent experience at all ofthe touch points.Source: http://www.customerthink.com/ 17.01.2012 PayU Group 13
  14. 14. How can the payment service provider help User’s experience Customer engagement Business’ growth17.01.2012 PayU Group 14
  15. 15. How can the payment service provider help Multiple payment options Customers’ support (24/7/365) Localization (language, currency) Security (PCI DSS level 1, McAfee daily scans)17.01.2012 PayU Group 15
  16. 16. How we address the touch points Hotline: +40 21 303 20 60 (24/7/365) support@epayment.ro17.01.2012 PayU Group 16
  17. 17. How we address the touch points17.01.2012 PayU Group 17
  18. 18. Conclusions Touch points – objectives Enhance customer’s Drive engagement Be memorableexperience 17.01.2012 PayU Group 18
  19. 19. Conclusions We are in touch with our customers by multiple touch points Let’s professionally assume our role and optimize the touch points!17.01.2012 PayU Group 19
  20. 20. About ePayment ePayment in a nut-shell • ecommerce integrator helping online shops to manage multiple payment options within a secured environment History • Member of Naspers Group, (2010) • Launched in 2004, by GECAD Group Clients • Merchants in Romania: 2,000+ • Experience in managing key players, leaders in their area of activity – large volumes, customized implementation17.01.2012 PayU Group 20
  21. 21. Clients who trust our services17.01.2012 PayU Group 21
  22. 22. Thank you! Phone: +40 (0) 21 303 2066 Email: info@epayment.ro Website: www.epayment.ro Blog: http://blog.epayment.ro/ Twitter: http://twitter.com/ePayment17.01.2012 PayU Group 22

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