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Leaders &
Heroes
THE DELIVERY
CONFERENCE
ANDREW CURRAN
CEO
Unboxing the Digital Customer
Journey - a (revenue) uplifting
e...
the
Digital
Customer
Experience
Unboxing
Andrew Curran
andrewjcurran
360o
Digital
Customer
Experience
Accuracy
Speed
Options
Communication
Tracking
Frictionless Returns
WHY?
We are all investing in the
Customer Experience:
CONTRIBUTION
NEW
CUSTOMERS
3.5%
REPEAT
CUSTOMER
S
23%
Meet Louise…
Had a good web experience
Comms & tracking, all good
Product met expectations
Order arrived on time
Is she ha...
“People will forget what you said.
People will forget what you did.
But people will never forget how
you made them feel.”
...
Between zero & 7 days post
purchase
When is the best time to
re-engage a customer?
What does “re-engage”
actually mean?
Se...
Inspired?
SmartSlip®
Louise
Receipt
and
Returns
Product &
Category
Recommends
Loyalty
Scheme
Updates
Product
Review
Links
Customer
Profile
Base...
AMARA
New
Product
Launches
Weekly
Web
Content
Social
Media
Links
3rd Party
Advertising
Brand
Ambassador
Profiles
Customer
...
• Continue the digital journey right into the
unboxing experience
• Combine transactional and marketing
content in one Sma...
Case Study
Fast Facts:
● Nursery Campaign beat email by x 2.09 GP
● ROAS of £11.49 (first time customers)
● Reduction in v...
FULFILMENT COST
EFFICIENCIES
MAXIMISE THE
OPPORTUNITY
Case StudyCase Study online
SEARCH:
AMARA
LIGHTBULB
MOMENT
#TDC18 - Retain.me - Unbaking the digital customer journey - A (revenue) uplifting experience
#TDC18 - Retain.me - Unbaking the digital customer journey - A (revenue) uplifting experience
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#TDC18 - Retain.me - Unbaking the digital customer journey - A (revenue) uplifting experience

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Learn more about MetaPack's The Delivery Conference 2018 (#TDC18) at the event website https://www.thedeliveryconference.com.

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#TDC18 - Retain.me - Unbaking the digital customer journey - A (revenue) uplifting experience

  1. 1. Leaders & Heroes THE DELIVERY CONFERENCE ANDREW CURRAN CEO Unboxing the Digital Customer Journey - a (revenue) uplifting experience Solutions Theatre
  2. 2. the Digital Customer Experience Unboxing Andrew Curran andrewjcurran
  3. 3. 360o Digital Customer Experience
  4. 4. Accuracy Speed Options Communication Tracking Frictionless Returns WHY? We are all investing in the Customer Experience:
  5. 5. CONTRIBUTION NEW CUSTOMERS 3.5% REPEAT CUSTOMER S 23%
  6. 6. Meet Louise… Had a good web experience Comms & tracking, all good Product met expectations Order arrived on time Is she happy? YES Won her loyalty? NO !
  7. 7. “People will forget what you said. People will forget what you did. But people will never forget how you made them feel.” MAYA ANGELOU
  8. 8. Between zero & 7 days post purchase When is the best time to re-engage a customer? What does “re-engage” actually mean? Second purchase Social engagement Refer a friend Product / service review After Sales & Returns
  9. 9. Inspired?
  10. 10. SmartSlip®
  11. 11. Louise Receipt and Returns Product & Category Recommends Loyalty Scheme Updates Product Review Links Customer Profile Based Messaging Personalised URLs Variable content Per Customer • Multi-Territory • Multi-Language • Multi-Currency SmartSlip®
  12. 12. AMARA New Product Launches Weekly Web Content Social Media Links 3rd Party Advertising Brand Ambassador Profiles Customer Get Customer Fixed Content Per Cohort • Multi-Territory • Multi-Language • Multi-Currency SmartSlip®
  13. 13. • Continue the digital journey right into the unboxing experience • Combine transactional and marketing content in one SmartSlip® • Maximise the existing tech stack • QR Codes, promotions and search terms, driving customers straight back to site • And provide a seamless Returns function
  14. 14. Case Study Fast Facts: ● Nursery Campaign beat email by x 2.09 GP ● ROAS of £11.49 (first time customers) ● Reduction in variable marketing of 2pp ● Increased AOV for repeat customers of 11% Case Study online SEARCH: AMARA LIGHTBULB MOMENT
  15. 15. FULFILMENT COST EFFICIENCIES MAXIMISE THE OPPORTUNITY
  16. 16. Case StudyCase Study online SEARCH: AMARA LIGHTBULB MOMENT

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