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The 2019 Direct to Consumer Omnichannel Growth Summit

  1. The 2019 Direct to Consumer Omnichannel Growth Summit
  2. 9 - 9:45 am PT 12 - 12:45 pm PT HEAP PRESENTS: Direct to Consumer Retail: Using Data to Build Relationships with Consumers 10 - 10:45 am PT 11 - 11:45 am PT ELITE SEM PRESENTS: The Breakdown of a Breakout Brand's Marketing Flywheel TRUSTPILOT PRESENTS: Cutting Through The Noise: Using Trust & Credibility to Stand Out in a Crowded Marketing Today’s Timeline CPC STRATEGY PRESENTS: The Direct to Consumer Amazon Approach
  3. Today’s Logistics ● Session Recording & Slides Will Be Sent Out ● Submit Questions to Our Panelists ● Resources Available as Handouts ● Join in the Poll Questions! Analicia Santaella Partner Coordinator
  4. The 2019 Direct to Consumer Omnichannel Growth Summit Please hold for our next presentation starting at 12pm PT / 3pm ET HEAP ANALYTICS PRESENTS: Direct to Consumer Retail: Using Data to Build Relationships with Consumers
  5. Direct to Consumer Retail: Using data to build relationships with consumers
  6. Topics 1) Introductions 2) The common thread among successful D2C brands 3) The consumer feedback loop a) Personalization i) Examples b) Measurement i) Examples
  7. Introduction - Speaker ➔ Kevin Moyer ➔ Sales Engineer at Heap ➔ Formerly Sales Engineer at Salesforce Marketing Cloud ➔ Background in retail analytics, marketing automation, and customer data
  8. Introduction - Heap ➔ Heap is a customer data company that automates away the painful parts of understanding customer behavior ➔ Heap collects all customer behavior on web, mobile, and a variety of other moments in the customer journey ➔ Our customers use our data to learn about their customers, and create a personalized, optimized brand experience ➔ Digitally-native, direct-to-consumer brands are some of Heap’s most successful customers
  9. Building Relationships One of the core challenges with D2C is building relationships with your consumers. For many companies, the goal is replicating the intimate in-store, traditional retail experience through the use of data and technology.
  10. The customer feedback loop for D2C brands is cyclical, and managed with data, not personal conversations. Personalize the Experience Measure Consumer Behavior
  11. Digitally-native, direct-to-consumer brands have set the standard for successful online D2C businesses.
  12. There are a handful of tactics that these brands employ to personalize the experience and measure customer behavior.
  13. Personalize the Experience Tactics ● Simplification ● Curation ● Education ● Experimentation The goal of these tactics is to mimic the experience of a personal interaction at scale with data.
  14. Simplification ● Narrowing the list of options is a first step that many brands use in personalization ● Having an highly-organized, lean catalog is a strategy used by brands like Allbirds ● This approach makes personalization a natural byproduct “The insight that kicked this whole journey off was, ‘Could you make a very, very simple sneaker that wasn’t adorned with branding?’ It felt like it was very, very hard to find.” - Tim Brown, Allbirds Founder
  15. Simplification: The Science Behind It ● Social Psychologists used to believe that choice was associated with control, satisfaction, and positivity. ● In recent years, Sheena Iyengar from Columbia University’s Business School has debunked some misconceptions about choice. ● The results of her studies tell us that limiting of consumer choice actually has a positive effect on consumer decision making. Iyengar, S. S., & Lepper, M. R. (n.d.). When Choice Is Demotivating: Can One Desire Too Much of a Good Thing? The Construction of Preference, 300-322. doi:10.1017/cbo9780511618031.017
  16. Curation ● Product recommendations have evolved from personal to “you may also like” to truly curated suggestions. ● A strong product recommendation comes from asking questions of your consumers. ● Brands like Thirdlove have built an entire business on strong product personalization
  17. Curation: Example ● Men’s Wearhouse has a module called “Guided Shopping” ● Through a series of prompts and questions, they curate an entire look for the shopper. ● This is not only personalization, but is the next evolution of consumer choice.
  18. Education ● Education and consultation is a key strategy for some brands ● Brands in competitive or complex landscapes can especially benefit from an educational focus ● A strong educational focus can help brands establish themselves as a trusted thought leader in an industry
  19. Education: Example ● Patagonia uses educational content to equip consumers with information ● The content is mostly educational, but also gently pushes shoppers toward their products ● “Expert Advice”
  20. Experimentation ● Before rolling out these tactics, many brands with test the effect they have on conversion, retention, and LTV ● Experimentation is at the heart of brand and site development for digitally-native D2C companies. ● Measuring the effectiveness of A/B tests can be an advanced and nuanced analysis
  21. Measure Consumer Behavior Tactics ● Conversion Rate Optimization ● Identifying Moments of Opportunity ● Acquisition Channel Analysis ● A/B Testing Measurement The feedback loop is 2-sided. As brands build this personalized experience, how do they know what is working? Deep, contextual customer data is the modern replacement for personal relationships.
  22. Conversion Rate Optimization (CRO) ● CRO is one way brands leverage behavioral data for quick wins ● Understanding customer interactions at a deep level can surface up moments of friction that would have otherwise led to conversions. ● These quick wins can be a great start to moving the conversion rate needle.
  23. Identifying Moments of Opportunity ● Having a deep understanding of onsite shopper behavior doesn’t just surface moments of friction ● Shoppers implicitly tell you the moments of opportunity where they need a nudge ● Identifying and capitalizing on these moments of opportunity is a strategy used by companies like Casper
  24. Acquisition Channel Analysis ● A key area of analysis for online D2C brands is marketing attribution ● It is relatively easy to see which channels drive traffic ● The true challenge comes with not only understanding quantity of traffic, but the quality of it
  25. A/B Testing Measurement ● Experimentation is a key part of optimization and personalization ● “Goals” of experiments can often be one piece of a larger story ● An A/B test variant correlating highly with a pre-set goal does not always mean it is successful
  26. 17.89% Landing Page A/B Test
  27. Successful D2C brands maintain customer relationships through a data-driven feedback loop. Personalize the Experience Measure Consumer Behavior
  28. Thank you! If you’re interested in automating the hardest parts of measuring customer behavior reach out to!