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Digital Commerce Trends for 2015


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Join digital commerce experts from and Mozu as they share strategies and best practices on how hyper-convenient and personalized user experiences can increase conversions and help your business thrive in 2015 and beyond.

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Digital Commerce Trends for 2015

  1. 1. Tuesday, April 7th – 11 AM CST / 12 PM PST
  2. 2. MEET OUR SPEAKERS Suzy Meriwether Director of Product Marketing Mozu Doug Dillon Director of Integrations Christina Anderson Senior Digital Strategist
  4. 4. MOZU:MODERNSaaSCOMMERCEPLATFORM EMPOWERED MARKETERS! •  Easy site management and updates across all devices •  Single admin across marketing, searchandising and promotions •  Streamlined multi-site, multi-brand management TRUSTED COMMERCE PARTNER! •  Predictable pricing model based on usage •  Guaranteed 99.9% uptime and confidence your data is safe with PCI L1 certification •  Backed by Volusion’s 15+ years commerce experience INNOVATIVE DEVELOPERS! •  Extensibility with API First Architecture and familiar tools •  Best-in-breed technologies included for search, site speed and reporting •  Eliminates the burden of deployment, security and performance
  5. 5. AMERICANEAGLE.COM •  Web Design & Development •  Ecommerce •  Digital Strategy & Consulting •  Hosting & Security •  Integration •  Mobile •  Post Launch Support 3 YEARS IN A ROW
  8. 8. 8 THE IMPORTANCE OFATRULY RESPONSIVE SHOPPING EXPERIENCE •  Shoppers today expect a consistent shopping experience on all devices: •  Fast, easy search and streamlined checkouts •  Updated inventory, product availability •  Option for in-store pickup •  Commerce platforms should make it easy to provide mobile experiences without losing design or the customer’s shopping preferences
  9. 9. 9 CONSISTENCYACROSSDEVICESISKEY •  Consistent shopping across all devices is key •  Shoppers want the ability to begin shopping on one device and end on another •  Building, managing and maintaining separate sites for different devices is a thing of the past
  10. 10. OPTIMIZING CHECKOUT Fast and simple checkout pages increase conversion and leave consumers with a great impression
  11. 11. CHECKOUT TRENDS HOW CAN THIS BE IMPROVED? 1. Streamline interface 2. Ask for less *Baymard  Ins,tute  for  Ecommerce  Usability  Research   68% INDUSTRY AVERAGE: CART ABANDONMENT RATE*
  12. 12. ASK FOR LESS 1.  Rethink Registration 1.  24% abandonment rate when customers are forced to register * 2.  Get rid of registration option page *  Econsultantcy
  13. 13. ASK FOR LESS 2. Reduce Required Fields •  Address Autofill •  Start with zip code first •  Always start with default shipping method •  Save credit card *  Econsultantcy
  14. 14. SHOWING LESS 1.  Mobile Up Design 2.  Strip away site navigation
  15. 15. FACETED SEARCH •  Help the customer find the right product •  Customers can filter and narrow down large results sets •  Customers have the power to create their own navigation path •  Customers locate product by what’s most important to them – Brand, Price, Color, etc.
  16. 16. INTEGRATEDDATAFORREAL-TIMEVIEW Common Integration Points throughout the Customer Journey Shopping Cart/ Checkout Order Placement Fulfillment Returns/ Cancellations •  Customers •  Products •  Inventory •  Pricing •  Promotions •  AVS •  Tax •  Payment •  Orders •  Pick/Pack •  Labels •  Capture •  Order History •  RMAs •  Cancellations
  17. 17. REAL-TIMEINVENTORYINTEGRATION Increase conversion by keeping customers informed: •  Connect your web store with your back-office software •  Current availability •  Availability within brick & mortar stores •  When will an item will ship? •  When will the item be in stock? 51% of customers use mobile to check in-store availability 24% reserve a product for in-store pick-up
  18. 18. OMNI-CHANNEL CONVENIENCE •  Allow customers to purchase online and pick up same day from your retail locations •  Allow customers to return/exchange items purchased online at the store •  Integrate web-friendly product data, inventory, and order processing to marketplaces like eBay and Amazon •  Provide a customer loyalty service that integrates transactions from all customer touch points •  Allow customers to make in-store mobile payments
  20. 20. DELIVER HYPER-PERSONALIZED COMMUNICATIONS •  Leverage customer profiles and behavior to create experiences that amaze and engage •  Personalize the path to purchase with reviews, promotions and discounts •  Consumers will trade personal information for individual recommendations
  21. 21. 21 USEUNIQUEDISCOUNTS&PROMOTIONS 10% Discount FIRST TIME PURCHASER Customer receives discount based on specific shopping actions 30% Discount HIGH VALUE CUSTOMER Customer receives unique discount based on shopping history
  22. 22. PERSONALIZATION STATS 75%of U.S. consumers like when brands/companies personalize messaging and offers so they are more relevant. Source: Accenture Interactive 20%Increase seen in sales opportunities when leads are nurtured with personalized content. Source: Hubspot 42%Higher conversion rate for personalized Call-to-Action’s compared to generic Call-to- Action’s Source: Accenture Interactive
  23. 23. TOP 3 TAKEAWAYS3
  24. 24. 24 Build a Foundation •  Implement Responsive Design •  Optimize the Checkout Process •  Start Segmenting Customers •  Multi-Channel Integration Planning Improve •  Relevant Promos & Discounts •  Advanced Features •  Implement Integration •  Traffic Generation Succeed •  Personalized Messaging •  Omni-Channel Convenience •  A/B Testing •  Conversion Rate Optimization Start with low cost efforts, continually improve customer engagement
  25. 25. Q&A4
  26. 26. THANK YOU
  27. 27. P A R T N E R S @ A M E R I C A N E A G L E . C O MS A L E S @ M O Z U . C O M