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Digital Commerce Trends for 2015

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Join digital commerce experts from Americaneagle.com 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 Americaneagle.com Christina Anderson Senior Digital Strategist Americaneagle.com
  3. 3. ABOUT OUR COMPANIES
  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
  6. 6. HYPER-CONVENIENT EXPERIENCES HYPER-PERSONALIZED EXPERIENCES TOP 3 TAKEAWAYS Q&A AGENDA
  7. 7. HYPER- CONVENIENT EXPERIENCES 1
  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
  19. 19. HYPER- PERSONALIZED EXPERIENCES 2
  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

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