3 keys for a successful customer journey
Is your customer path to purchase a well-trodden one? Are customers taking a wrong turn and heading in a direction you don’t want them to? This webinar maps out a successful journey, providing you with practical insights you can apply to ensure your customers don’t lose their way before that essential conversion. It’s essential you make it as easy as possible for them, don’t make them think and reward them for the time they take to explore their journey with you. Essential learnings: - It starts at the beginning – how to make sure your customer journey flows before they even arrive on your site, as part of a seamless and consistent experience. - How to use the right sign-posts at the right time and the various tools available to help you nurture your customers through to conversion. - They’ve bought something from you, but it doesn’t end there – retention and remarketing programs you can put in place to ensure they keep coming back to buy. Designed for eCommerce businesses and delivered by Kath Pay, cloud.IQ marketing director and email marketing trainer for eConsultancy. Watch this recorded webinar to make sure you are on the right path to a successful customer journey that leads to your optimum conversion rates.
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3 keys for a successful customer journey
- 2. www.cloud-iq.com Your speakers today Kath Pay Marketing Director cloud.IQ @KathPay Lotty Cumming Marketing Manager cloud.IQ @cloudiqapps www.cloud-iq.com
- 4. www.cloud-iq.com Want to view the recorded webinar? Please click here to gain access
- 5. www.cloud-iq.com Turn visitors into customers with cloud.IQ site abandonment tools • Established 2002 • Remarketing and conversion experts • On and off site personalisation • cartRecovery and behavioural email • Personalised Overlays • Increase revenues by 20% • In-depth data and insight • Start with FREE siteAnalyser trial
- 7. www.cloud-iq.com Implement a Holistic Strategy 1
- 9. www.cloud-iq.com Ensure there’s no disconnect
- 10. www.cloud-iq.com
- 12. www.cloud-iq.com Last 24 Hours of Spring Clearance - Save up to 60% with final reductions! Don't miss out!
- 14. www.cloud-iq.com Typical Customer Journey & Re-marketing • 100% come to the site • 70% abandon • 20% of abandoners are remarketed to • 20% of those re-marketed to, convert
- 15. www.cloud-iq.com Typical Checkout login page – Don’t make me think!
- 17. www.cloud-iq.com It’s worth taking a holistic view!
- 18. www.cloud-iq.com Get them in the door – halved their abandonment rate Econsultancy
- 19. www.cloud-iq.com Make it about the customer – not you 2
- 20. www.cloud-iq.com > Be Customer-Service Oriented <
- 21. www.cloud-iq.com Your customers love Customer Service
- 22. www.cloud-iq.com Proactive chat on Comparison page increased sales by 211% Proactive7.com
- 23. www.cloud-iq.com Proactive chat in the checkout – increased sales 20% & AOV 43%
- 24. www.cloud-iq.com Lead Gen – increased by 190%
- 25. www.cloud-iq.com Cart Recovery emails work – because they perform a customer service
- 27. www.cloud-iq.com Every message you send needs to be customer- service oriented
- 29. www.cloud-iq.com Help them by stating the WIIFM
- 30. www.cloud-iq.com Customer-centric CTA’s not Process-centric Dictionary.com
- 31. www.cloud-iq.com > Make it easy for them <
- 32. www.cloud-iq.com Uplift of 108% by moving CTA to above the fold & unnecessary elements below
- 33. www.cloud-iq.com Remove distractions – 31% increase in downloads Unbounce
- 34. www.cloud-iq.com Make the CT easily seen – increased CTR by 32.12% Visual Website Optimizer
- 35. www.cloud-iq.com > Remove Barriers to conversion <
- 36. www.cloud-iq.com Groupon – optimising sign up form position on landing page Eyequant
- 37. www.cloud-iq.com 52% uplift in conversion!
- 38. www.cloud-iq.com Make the task obvious
- 39. www.cloud-iq.com Replaced Buy Now with Add to basket - 17% increase Schuh
- 40. www.cloud-iq.com Control Treatment Reduced friction in process by simplifying – 59% uplift in sales
- 41. www.cloud-iq.com Keep the journey going 3
- 42. www.cloud-iq.com > Thank you pages <
- 43. www.cloud-iq.com Keep their journey flowing after a form…
- 44. www.cloud-iq.com Use the Rule of 3 to help them decide where to go next
- 45. www.cloud-iq.com > 1st Purchase Programme <
- 46. www.cloud-iq.com
- 47. www.cloud-iq.com > Keep them coming back <
- 48. www.cloud-iq.com Retail Lifecycle Programmeycle program1st Purchase Prog 2nd Purchase Prog Milestone triggers Lapsed Source: AlchemyWorx
- 49. www.cloud-iq.com siteAnalyser: Universal tag collects complete journey • Traffic source • Device’s used • IP Address • First & last time on site • Full user journey, Page URL’s • Items added • Personal details captured • Browser used • Fields filled in
- 50. www.cloud-iq.com exitCapture: How it works • Track user activity, down to every single cursor movement to calculate exactly when they’re about to leave your site • Dynamically generated, profile relevant content such as exclusive products, discounts, news, etc. • Grow your database and increase customer conversions Edit when you want with DIY content tools
- 51. www.cloud-iq.com cartRecovery: How it works • Use the interactive dashboard to drill down to specific times of day • Analyse the number of customers that abandon, their cart value, email performance metrics and value of recovered sales • Compare cart performance pre and post remarketing • Convert 20% back to completion Reminder 35 min
- 52. www.cloud-iq.com 35 Kingsland Rd Shoreditch London E2 8AA United Kingdom T : +44 (0)845 498 9426 F : +44 (0)2077 397 742 Email : uk@cloud-iq.com Get in touch for more information www.cloud-iq.com