Did you know that 73% of customers expect kind customer support? Besides the quality of your product, responsive and friendly assistance is what will keep them coming back. Do you want to learn more tactics to provide value for your customers? Then watch our webinar. The presenters are Meni Morim, co-founder and CEO of Findify (http://findify.io/), an intelligent search tool and me, Zsuzsa, CMO of Antavo (https://antavo.com/). We cover the following topics including: 1) Why being lovable is a must-have marketing strategy for ecommerce stores 2) How an online pet supply store increased its revenue by 10% in three weeks 3) How an online nutrition retailer generated 4x ROI in 90 days If you are interested in learning more about customer loyalty, then enroll in our Loyalty Academy: https://antavo.com/blog/academy

1. How Ecommerce Stores Can Create
Lovable Shopping Experiences
Antavo-Findify Webinar

2. Presenters
Meni Morim
CEO of Findify
Zsuzsa Kecsmar
CMO of Antavo
Findify is an intelligent search
tool that helps you learn more
about your customers’
behavior and increase your
revenue.
Antavo is a loyalty software for
ecommerce, retail, and CPG
companies. It helps to run omni-
channel loyalty programs to increase
revenue.

3. Topics
1. Why being lovable matters
2. How Animail.se increased its
revenue by 10% in 3 weeks
3. How Shop.Builder.eu generated
4x ROI in 90 days

4. Why Being Lovable Matters
1.

5. 1. What Customers Want From Ecommerce Stores
76% of customers
want kind customer service
69% of customers
want to be recognized and
rewarded
64% of customers
want shared values with brands
62% of customers
want online content
from brands
48% of customers
want a seamless purchase
experience
41% of customers
want a personalized
experience
*Sources: ecommerceloyalty.com, blog.accessdevelopment.com, insightsquared.com,
salesforce.com, blog.hubspot.com, citygro.com

6. 76% of customers
want kind customer service
2. What Customers Want From Ecommerce Stores
In 2015, 35-50% of sales went to
competitors who responded faster
to a customer question.*
Source: blog.purechat.com
**Screenshots are from Purechat.com

7. 3. What Customers Want From Ecommerce Stores
Loyalty Program
Coupons can improve conversion rate
to fans by up to 33% and grow the
number of followers by 25%.*
Source: ecommerceloyalty.com
69% of customers
want to be recognized and
rewarded
***1st screenshot is from Couponpop and the
2nd is from Antavo.

8. 4. What Customers Want From Ecommerce Stores
66% of millennials left their brand of
choice because the brand no longer fit
their identity.*
Source: LimCollege via blog.accessdevelopment.com
****Screenshots are from Qbic.
64% of customers
want shared values with brands

9. 5. What Customers Want From Ecommerce Stores
*1st screenshot is from The Shelf and 2nd screenshot is
from Luxy Hair. Learn video marketing tips on the
Saleslion.com and the Shopify Blog.
62% of customers
want online content
from brands
73% of millennials feel that it is their
responsibility to help their friends to
make the right purchase decision.
Source: socialmediaweek.org

10. 6. What Customers Want From Ecommerce Stores
*1st screenshot is from Formisimo,
2nd screenshot is from Stripe.
The average cart abandonment rate
in 2015 was 68%.*
Source: ecommerceloyalty.com
48% of customers
want a seamless purchase
experience

11. 7. What Customers Want From Ecommerce Stores
*1st screenshot is from Amazon,
2nd screenshot is from Findify.
Personalized offers improve click-
through rates by 14% and conversion
rates by 10%.*
Source: echidnainc.com
41% of customers
want a personalized
experience

12. 7. Customers Who Love You…
It’s 7x more expensive to acquire a new
customer than to keep an existing one.
Source: Spoken.com
Make more
purchases
Become brand
advocates
Refer their
friends
Learn more about how to be lovable at Meaningful-brands.com.

13. How Animail.se Increased Its
Revenue By 10% in 3 Weeks
2.

14. 1. About Animail.se
Established in 2007, Animail is now
the leading online pet supply store
in the Nordics.
150,000+
customers
200,000+
monthly site
visits
10,000+
monthly
orders
6,000+
SKUs

15. 2. Animail.se’s Problem
Animail invested a lot of time and
money bringing traffic into its site,
and needed to optimize conversion
rates.
Animail had to identify, which segment of its
users had the biggest potential for revenue
growth, with the lowest investment
required? The answer was - searchers.
1. What is the difference between
"searchers" and "browsers"?
2. Why is it important to invest in
"searchers"?

16. 3. Animail’s Solution
Animail decided to run an A/B test
on 50% of its traffic, to determine
how much more value it could
actually see through an improved
search.
- Brand new learning autocomplete
- Machine-learning-powered search
results
- Custom-built synonyms
- Search merchandizing capabilities
The newly added components were:

17. 3. Animail’s Solution
Animail decided to run an A/B test
on 50% of its traffic, to determine
how much more value it could
actually see through an improved
search.
- Brand new learning autocomplete
- Machine-learning-powered search
results
- Custom-built synonyms
- Search merchandizing capabilities
The newly added components were:

18. 3. Animail’s Solution
Animail decided to run an A/B test
on 50% of its traffic, to determine
how much more value it could
actually see through an improved
search.
- Brand new learning autocomplete
- Machine-learning-powered search
results
- Custom-built synonyms
- Search merchandizing capabilities
The newly added components were:

19. 3. Animail’s Solution
Animail decided to run an A/B test
on 50% of its traffic, to determine
how much more value it could
actually see through an improved
search.
- Brand new learning autocomplete
- Machine-learning-powered search
results
- Custom-built synonyms
- Search merchandizing capabilities
The newly added components were:

20. 4. Animail’s Results
An A/B test that ran for 3 weeks and
reached 95% confidence level showed a
10% total revenue uplift.
Animail already had a pretty good search
solution in place, with basic spelling
tolerance and filtering.

21. 4. Animail’s Results
After implementing the solution on 100%
of the traffic, search-generated
revenue continued to grow at an
average rate of 5% faster than non-
search-generated revenue.
This is a direct result of the learning
feature in the search. The more customers
use it, the smarter it becomes.

22. How Shop.Builder.eu Generated 4x
ROI in 90 Days
3.

23. 1. About Shop.Builder
With an online store launched in 2000,
Shop.Builder is now the leading online
nutritional supplement store in Europe.
Today it serves 10 countries, including
the UK, Ireland, Germany, and Hungary.
157,000+
customers
266,000+
monthly site
visits
14,790+
monthly
orders

24. 2. Shop.Builder’s Problem
Shop.Builder’s marketing strategy is
built on: “Engage or die.”
(Quote from Brian Solis)
Remember: “62% of customers want
online content from brands.”
Shop.Builder had the content to educate
customers, but it still faced 3 main
challenges:
• Converting one-time customers
to frequent buyers
• Increasing user logins
• Boosting interaction with its
content

25. 3. Shop.Builder Solution
Shop.Builder launched a point-
based loyalty program to let
customers collect points and then
redeem them for awesome
rewards.
Purchase-driven loyalty program
approach:
Makes a
purchase
Redeems
rewards
Collects
points

26. 3. Shop.Builder Solution
Shop.Builder launched a point-
based loyalty program to let
customers collect points and then
redeem them for awesome
rewards.
Purchases
Collects
points
Refers
visitors
Watches
videos
Plays
quizzes
Shop.Builder’s gamified loyalty
program approach:
Redeems
rewards

27. 3. Shop.Builder’s Solution
1. Rewarding referrals
Customers needed to share an article via
social media, email, or chat. Once a visitor
came from the share, the customer was
rewarded with points. It helped to get word-
of-mouth.
In one week 2,200 new
prospects visited the
shop’s site, thanks to 44
advocates.

28. 3. Shop.Builder’s Solution
2. Rewarding reviews
When a customer wrote a review, he
received points. A perfect way to get social
proof for Shop.Builder’s products. It also
strengthened the webstore SEO and
improved its rank in search results.
With this incentive,
Shop.Builder received 3x
the number of incoming
reviews.

29. 3. Shop.Builder’s Solution
3. Rewarding content
consumption
Shop.Builder wanted to make sure that its
message came across and that customers
really consumed its content. That’s why it
created content quizzes.
So, when a customer visited a page or
watched a video, a call-to-action asked
them to complete a quiz for more
points. Then the question with 3-4
answers appeared.

30. 3. Shop.Builder’s Solution
Rewards are the heart of a loyalty
program. They are what makes
customers sign up to a loyalty
program and stay active in it in the
long run.
Rewards should make customers feel:
1. Positive emotions
2. Part of a community
3. Exclusivity

31. 3. Shop.Builder Solution
Rewards are the heart of a loyalty
program. They are what makes
customers sign up to your program
and stay active in it in the long run.
Shop.Builder included the following
rewards on its lists:
- Relics
- Badges
- Discounts
- Sweepstakes
- Branded items

32. 4. Shop.Builder’s Results
After 3 months, this is what
Shop.Builder achieved:
+51.1%
frequent
buyers
+3.2
revenue
+17.2%
logins
+373.4%
product
reviews

33. WHAT WE DO

34. ABOUT FINDIFY
Findify is an intelligent search solution that
uses big data and machine learning to help
ecommerce sites increase their revenue.
Our three main features:
- Incredibly simple integration via our modules,
or Javascript libraries.
- Easily collect behavioral data and use of
machine learning to dynamically adapt the
search results and magically match what your
customers are looking for.
- Actionable analytics that give you insight into
what your customers are really doing, combined
with a simple dashboard to act on these insights.

35. ABOUT ANTAVO
Antavo is a loyalty software for e-
commerce, retail, and CPG companies
delivering 5x ROI. It helps to run omni-
channel loyalty programs to increase
revenue.
Our three main features:
- Gamified loyalty programs
- Customer referrals
- Incentivized purchases

36. 5. Special Offer
- One-on-One consultation
session
- Beta tester opportunity for
our product
- 50% off for two months
for all Shopify merchants
- UX analysis

37. DO YOU HAVE ANY
QUESTIONS?
Meni Morim,
CEO of Findify
meni@findify.io
Zsuzsa Kecsmar,
CMO of Antavo
zsuzsi@antavo.com

38. Thank you for your
attention
Meni Morim,
CEO of Findify
meni@findify.io
Zsuzsa Kecsmar,
CMO of Antavo
zsuzsi@antavo.com