Humanising the customer journey uk

311 views

Published on

dotMailer Manchester Customer Journey

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
311
On SlideShare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
6
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Humanising the customer journey uk

  1. 1. How Can I Help you Today? How to Humanise the Purchase Journey
  2. 2. 1 0 Join the discussion : @dotMailer #UltimateCustomerJourney • Global Email Service Provider • eCommerce pedigree • Automation for online retail Who is dotMailer?
  3. 3. The growth of online 8% Overall $370b Online Sales 2017 $231b Online Sales 10% Overall 2012 Source: Forrester Join the discussion : @dotMailer #UltimateCustomerJourney
  4. 4. Humanising the Online Experience Join the discussion : @dotMailer #UltimateCustomerJourney
  5. 5. • A customer experience • A brand opportunity • A chance to connect Shopping is… 5Join the discussion : @dotMailer #UltimateCustomerJourney
  6. 6. Seize the opportunity online 33% 29% 14% If someone says hi don’t ignore them! If someone adds products to their basket and drops it, help them! 67% open rate and 33% CTR from welcome messages If someone places an order, say thank you – encourage them to come back Sales recaptured through a three step abandoned cart program Winback with a promo code sent during order confirmation Source: dotMailer Internal Join the discussion : @dotMailer #UltimateCustomerJourney
  7. 7. • People like talking about themselves! • Act on behaviour not just answers • Service & Satisfaction • Make it useful Questions, Questions, Behaviour? Join the discussion : @dotMailer #UltimateCustomerJourney
  8. 8. • Treat people differently • Friends, Family & Strangers • Tailor the experience • Make people feel special Personalisation Join the discussion : @dotMailer #UltimateCustomerJourney
  9. 9. • Stand out from the crowd • Consider your persona • Always add value & build trust ROR – Return on Relationship Join the discussion : @dotMailer #UltimateCustomerJourney
  10. 10. A 5% increase in retention yields profit increases of 25 to 100%. Repeat customers spend, on average, 67% more than new customers Source: Bain and Company Join the discussion : @dotMailer #UltimateCustomerJourney
  11. 11. • The dotMailer way • Time and Resource – 2 biggest excuses • Time to Test • Optimization Think Big, Start Small, Scale Quickly Join the discussion : @dotMailer #UltimateCustomerJourney
  12. 12. 1. Welcome 2. Abandoned cart 3. Post purchase Takeaways Join the discussion : @dotMailer #UltimateCustomerJourney
  13. 13. 1. Welcome • Sign-up Vs Account? Multi Step, Branched? 2. Abandoned cart • Customers Vs Guests, Top Customers 3. Post purchase • New purchasers Vs Veterans, • Dynamic Content & Seasonal Imagery Takeaways Join the discussion : @dotMailer #UltimateCustomerJourney
  14. 14. “Historically, our number-one growth driver has been from repeat customers and word of mouth” Tony Hsieh, Zappos Join the discussion : @dotMailer #UltimateCustomerJourney
  15. 15. Thank You! Presented by: Ben Staveley Head of eCommerce, dotMailer @dotMailer

×