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XV Targi eHandlu SCENA A nr 5 -Exponea- Patrik Ruman "Building a Successful Customer Engagement Strategy That Drives ROI"

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Chcesz zwiększyć przychody już w nadchodzącym okresie świątecznym? Podczas prezentacji poznasz kluczowe wskaźniki, które pozwolą zwiększyć zainteresowanie klienta, sprawdzone przypadki użycia danych metod oraz dowiesz się, jak zapewnić klientom spójne doświadczenia w wielu punktach kontaktu z Twoją marką.

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XV Targi eHandlu SCENA A nr 5 -Exponea- Patrik Ruman "Building a Successful Customer Engagement Strategy That Drives ROI"

  1. 1. MEET OUR TEAM WRITE HERE SOMETHING BUILDING A SUCCESSFUL CUSTOMER ENGAGEMENT STRATEGY XV Targi eHandlu, NOV 2018
  2. 2. INTRO Patrik Ruman Solutions Manager UK EXPONEA ”Fastest growing SaaS business in Global “Featured in Forbes as the Next Billion Dollar Idea
  3. 3. Do you already know what to buy for Christmas?
  4. 4. I don‘t. And I am not alone. 51%* is interested to buy on Black Friday in the UK. * https://www.pwc.co.uk/industries/retail-consumer/insights/black-friday-cyber-monday.html
  5. 5. You still have a chance to shape the decision.
  6. 6. NOVEMBER BUT ONLY 16 DAYS LEFT TO THE FIRST SEASON‘S PEAK DECEMBER JANUARY
  7. 7. MEET OUR TEAM WRITE HERE SOMETHING YOU NEED TO ACT FAST...
  8. 8. GET IN THE WISHLIST GET UNDER THE CHRISTMAS TREE ...TO GET UNDER THE CHRISTMAS TREE
  9. 9. MEET OUR TEAM WRITE HERE SOMETHING IT IS EASY TO BUILD A CUSTOMER ENGAGEMENT STRATEGY THAT LOOKS GOOD ATTENTION
  10. 10. ESPECIALLY WITH 5000+ SOLUTIONS CLAIMING TO HELP YOU
  11. 11. MEET OUR TEAM WRITE HERE SOMETHING BUT RESULTS CAN BE PAINFUL FROM LONG-TERM PERSPECTIVE
  12. 12. BANKRUPCIES and SHUTDOWNS
  13. 13. WHAT WENT WRONG? They are focusing on achieving short-term gains Profit TimeLoss RetentionAcquisition Sales
  14. 14. THE ONLINE RETAIL FORMULA CAC < LTV
  15. 15. THE ONLINE RETAIL FORMULA
  16. 16. THE MATH BEYOND THE CONCEPT CAC < LTV cost per visit / conversion rate average order value * frequency * gross margin €15 €23 1.45 32%* * €10.67
  17. 17. BREAKING DOWN THE FORMULA CAC < LTV cost per visit / conversion rate average order value * frequency * gross margin • Free traffic • Paid traffic • Total number of conversions • Cart completions • Divided by Unique sessions • Total revenue • Divided by number of orders • Number of purchases • Divided by unique customers • % margin • % discount • Leftovers • Returns fulfillment
  18. 18. BEING AVERAGE BANKRUPTS ONLINE RETAILERS CAC < LTV
  19. 19. MEET OUR TEAM WRITE HERE SOMETHING HOW TO BUILD A SUCCESSFUL CUSTOMER ENGAGEMENT STRATEGYTHAT DRIVES ROI? SO THE MILLION zł QUESTION IS:
  20. 20. GET IN THE WISHLIST GET UNDER THE CHRISTMAS TREE AND THEN AGAIN KNOW YOUR CUSTOMERS & FOCUS ON THE RIGHT METRIC
  21. 21. MEET OUR TEAM WRITE HERE SOMETHING CASE STUDIES
  22. 22. MEET OUR TEAM WRITE HERE SOMETHING LEVEL 1 SIMPLE DOES NOT MEAN INEFFECTIVE
  23. 23. 23% Increase in Purchases 8.6% Increase in Average Purchase 29.1% Revenue Increase SIMPLE INCENTIVES
  24. 24. FEAR OF MISSING OUT ON OFFER
  25. 25. URGENCY TO BUY FAST
  26. 26. MEET OUR TEAM WRITE HERE SOMETHING LEVEL 2 WHEN YOU WANT MORE
  27. 27. AUTOMATE 19% Increase in Purchases
  28. 28. ADD PERSONALIZATION ELEMENTS 64% Revenue Per Visitor
  29. 29. LEVERAGE MULTIPLE CHANNELS +34% Conversation Increase
  30. 30. Single Customer View Website CRM, ERP In-store Channels Email Offline Social Products ReportsAI DO YOU HAVE A SINGLE CUSTOMER VIEW?
  31. 31. MEET OUR TEAM WRITE HERE SOMETHING THANK YOU

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