Unlocking the power of Permission              to grow your online salesJeremy Glass              Online Retailer Conferen...
Revolution: Running shoes!   Stormed the market in 1972 aimed at supporting the    heel and propelling people forward!   C...
Heel and toe is a no, no, no!   Runners shouldn’t    be landing on their    heels!   10%* increase in    Achilles tendon  ...
!   Time to get back    to basics and run    how we were born    to run!   On the front of our    feet!   Join the revolut...
Online retail’s 3 biggest challenges!   Building without a plan!   Silly behaviour - price!   Technology challenges
1. Building without a plan      Documented        strategic          Plan?
1. Building without a plan   “Only 35% of retailers have a   documented strategic plan”                             Busine...
Online Retail’s 3 biggest challenges!   Building without a plan!   Silly behaviour - price!   Technology challenges
2. Silly behaviour - price
http://www.allthedeals.com.au
2. Silly behaviour - price!   Solution – creating ‘value’ and differentiating the    customer service experience:   !   Ge...
Unlocking The Power of Permission                                                                            Adore        ...
Parklife Ticket for $7,000        “The Worlds Most Ridiculously Expensive Ticket”              as requested through Facebook
Online retail’s 3 biggest challenges!   Building without a plan!   Silly behaviour - price!   Technology challenges
3. Technology? All too hard!   Problem: Technology limitations and frustrations!   Solution: Low cost, easy to integrate s...
Unlocking The Power of Permission                                                                      Adore              ...
3. Technology solutionsIntegrated emailWelcome programsPurchase within 30 days ofregistration will significantlyincrease ch...
3. Technology solutionsIntegrated emailWelcome programsPurchase within 30 days ofregistration will significantlyincrease ch...
3. Technology solutionsIntegrated emailCart Abandonment programs                            Cart abandonment              ...
3. Technology solutionsIntegrated emailCart Abandonment programs                            Source: Forrester Research 
3. Technology solutionsIntegrated emailCart Abandonment programs                              Only 17% of top 500         ...
Unlocking The Power of Permission                                                                      Adore              ...
3. Technology solutions  Merchandising and  recommendationsMore relevant offers that increaseconversion rates, average ord...
3. Technology solutionsMerchandising andrecommendations                          30
3. Technology solutionsMerchandising andrecommendations                           “62% of consumers say they              ...
3. Technology solutionsMerchandising andrecommendations                                Up to 30% increase in              ...
3. Technology solutionsRemarketing and Cart Abandonment Programs combined
Unlocking The Power of Permission                                                                      Adore              ...
3. Technology solutions       Twritter Social engagement      programs      Referral  Social advocacy
So….!   Assess smart, lower cost technology!   Differentiate price, value and    customer experience offering!   Build on ...
Our journey to multi-channel
Planning!   Our process to get a product sold on the internet and to a    customer    !   Pre-planningMultiple team member...
Planning  !   Our process to get a product sold on the internet and to a      customer        !   Post-planning           ...
“Price, Price, Price”?
“Price, Price, Price”?                      Attentio                         n             Action              Interest   ...
“Price, Price, Price”?                                                                      Adore                         ...
Technology!   We know we need to stay ahead of the trends   !   What is next, how do we engage and transact
So….!   Assess smart, lower cost technology!   Differentiate price, value and    customer experience offering!   Build on ...
Download our free whitepaperTop Ten Tips for SuccessfulOnline Retail Marketingwp.permission.com.aujeremy.glass@permission....
Unlocking the power of permission to grow your online sales   online retailer conference - sydney sept 2011 - preso slides
Unlocking the power of permission to grow your online sales   online retailer conference - sydney sept 2011 - preso slides
Unlocking the power of permission to grow your online sales   online retailer conference - sydney sept 2011 - preso slides
Unlocking the power of permission to grow your online sales   online retailer conference - sydney sept 2011 - preso slides
Unlocking the power of permission to grow your online sales   online retailer conference - sydney sept 2011 - preso slides
Unlocking the power of permission to grow your online sales   online retailer conference - sydney sept 2011 - preso slides
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Unlocking the power of permission to grow your online sales online retailer conference - sydney sept 2011 - preso slides

  1. 1. Unlocking the power of Permission to grow your online salesJeremy Glass Online Retailer ConferenceManaging Director Tuesday Sept 27, 2011Permission Sydney, Australia
  2. 2. Revolution: Running shoes!   Stormed the market in 1972 aimed at supporting the heel and propelling people forward!   Created bad habits and made our feet weak.
  3. 3. Heel and toe is a no, no, no!   Runners shouldn’t be landing on their heels!   10%* increase in Achilles tendon blowouts since the 70s * Source: Dr Craig Richards, a researcher at the University of Newcastle in Australia, as outlined in a 2008 article in the British Journal Of Sports Medicine
  4. 4. !   Time to get back to basics and run how we were born to run!   On the front of our feet!   Join the revolution!
  5. 5. Online retail’s 3 biggest challenges!   Building without a plan!   Silly behaviour - price!   Technology challenges
  6. 6. 1. Building without a plan Documented strategic Plan?
  7. 7. 1. Building without a plan “Only 35% of retailers have a documented strategic plan” Business of retail 2011 report BRW and AMP Capital
  8. 8. Online Retail’s 3 biggest challenges!   Building without a plan!   Silly behaviour - price!   Technology challenges
  9. 9. 2. Silly behaviour - price
  10. 10. http://www.allthedeals.com.au
  11. 11. 2. Silly behaviour - price!   Solution – creating ‘value’ and differentiating the customer service experience: !   Get to know your customers for greater relevance: •  High value – VIP experiences, no need to discount! •  Lower value – Repeat purchase stimulation. •  Service satisfaction – Manage detractors, leverage Promoters / Advocates.
  12. 12. Unlocking The Power of Permission Adore Ambassador Permission Level Advocate Love Referral Referral Social advocacy Like Fan Desire Customer Relevance Remarketing Interact Visitor Prospect Earning Aware permission Suspect Relationship Knowledge & Value
  13. 13. Parklife Ticket for $7,000 “The Worlds Most Ridiculously Expensive Ticket” as requested through Facebook
  14. 14. Online retail’s 3 biggest challenges!   Building without a plan!   Silly behaviour - price!   Technology challenges
  15. 15. 3. Technology? All too hard!   Problem: Technology limitations and frustrations!   Solution: Low cost, easy to integrate solutions •  Grow sales •  Create greater consumer engagement •  Improve efficiencies
  16. 16. Unlocking The Power of Permission Adore Ambassador Permission Level Love Advocate Referral Like Fan Desire Customer Relevance Remarketing Interact Visitor Earning Prospect permission Aware Suspect Relationship Knowledge & Value
  17. 17. 3. Technology solutionsIntegrated emailWelcome programsPurchase within 30 days ofregistration will significantlyincrease chance of repurchaseand overall lifetime value Source: Forrester Research 
  18. 18. 3. Technology solutionsIntegrated emailWelcome programsPurchase within 30 days ofregistration will significantlyincrease chance of repurchaseand overall lifetime value Source: Forrester Research 
  19. 19. 3. Technology solutionsIntegrated emailCart Abandonment programs Cart abandonment 50% – 60% – 70%? Source: Forrester Research 
  20. 20. 3. Technology solutionsIntegrated emailCart Abandonment programs Source: Forrester Research 
  21. 21. 3. Technology solutionsIntegrated emailCart Abandonment programs Only 17% of top 500 online retailers run CAP’s Silverpop Source: Forrester Research 
  22. 22. Unlocking The Power of Permission Adore Ambassador Permission Level Love Advocate Referral Like Fan Desire Customer Relevance Remarketing Interact Visitor Earning Prospect permission Aware Suspect Relationship Knowledge & Value
  23. 23. 3. Technology solutions Merchandising and recommendationsMore relevant offers that increaseconversion rates, average order value and improve overall user experience 29
  24. 24. 3. Technology solutionsMerchandising andrecommendations 30
  25. 25. 3. Technology solutionsMerchandising andrecommendations “62% of consumers say they value recommendations when shopping” “When deployed, recommendation engines drive 2-20% of sales” 31
  26. 26. 3. Technology solutionsMerchandising andrecommendations Up to 30% increase in sales per visitor depending on usage & industry. 32
  27. 27. 3. Technology solutionsRemarketing and Cart Abandonment Programs combined
  28. 28. Unlocking The Power of Permission Adore Ambassador Permission Level Love Advocate Referral Fan Social advocacy Like Desire Customer Relevance Remarketing Interact Visitor Aware Prospect Suspect Relationship Knowledge & Value
  29. 29. 3. Technology solutions Twritter Social engagement programs Referral Social advocacy
  30. 30. So….!   Assess smart, lower cost technology!   Differentiate price, value and customer experience offering!   Build on your plan
  31. 31. Our journey to multi-channel
  32. 32. Planning!   Our process to get a product sold on the internet and to a customer !   Pre-planningMultiple team members working to the best of their Always a happy customer ability, yet in an unfocused, unorganised fashion
  33. 33. Planning !   Our process to get a product sold on the internet and to a customer !   Post-planning Operations Social Media Reputation Management SEO/SEM E-mail Marketing Organised teams focused on specific capabilities Always a happy customerApplied to specific on-line businesses with clear objectives
  34. 34. “Price, Price, Price”?
  35. 35. “Price, Price, Price”? Attentio n Action Interest Desire
  36. 36. “Price, Price, Price”? Adore Ambassador Permission Level Love Advocate Referral Like Fan Customer Relevance Desire Remarketing Interact Visitor Earning permission Aware Prospect Suspect Relationship Knowledge & Value
  37. 37. Technology!   We know we need to stay ahead of the trends !   What is next, how do we engage and transact
  38. 38. So….!   Assess smart, lower cost technology!   Differentiate price, value and customer experience offering!   Build on your plan
  39. 39. Download our free whitepaperTop Ten Tips for SuccessfulOnline Retail Marketingwp.permission.com.aujeremy.glass@permission.com.au@permission_syd

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