This document provides an overview of contextual commerce and best practices. It discusses how contextual commerce focuses on optimizing the customer experience across channels by delivering personalized, relevant content and commerce opportunities based on the customer's context. The challenges of old ecommerce platforms are outlined, such as having separate systems for content, commerce, and customers that don't provide personalization or a unified experience. Best practices for contextual commerce highlighted include investing in a connected commerce platform, gathering detailed customer data, delivering varied and engaging content including user-generated content, providing seamless omni-channel experiences, and personalization. Case studies demonstrate how improving the customer experience through these practices can significantly increase sales and engagement.
6. 68%
Shoppers abandon shopping carts.
It’s not about getting catalogs up
6
Old Commerce Doesn’t Work…
Outward focused – get product
catalog up and push out content.
Source: Baymard Institute
7. Headwinds
Amazon continues to take significant
market share away from all types of
retailers.
New entrants are changing the
landscape.
Old distribution models don’t work.
8. 1.1 1.1 Trillion in web-influenced retail
sales in the US in 2017.
Omni-channel customers shop
more frequently and spend 3.5X
more than other shopper types.
8
Commerce Has Changed, Forever…
The Web will account for, or influence,
59% of US retail purchases by 2018.
Source: Deloitte, eBay, Forbes, Forrester, PWC, Google, US Government Census,
TechCrunch, Retail TouchPoints, Statstica, International Business Times
9. 75% US shoppers who already buy online.
4 Trillion in merchandise is
abandoned in shopping carts, but
63% could be recovered.
9
Commerce Has Changed, Forever…
72% of young shoppers research
their options online before actually
making it to a store.
Source: Deloitte, eBay, Forbes, Forrester, PWC, Google, US Government Census,
TechCrunch, Retail TouchPoints, Statstica, International Business Times
19. Contextual commerce is the game-changing idea
that merchants can seamlessly implement purchase
opportunities into everyday activities and natural
environments.
19
Contextual Commerce is a game-changer
Brands will
implement
eCommerce
into everyday
activities.
20. eCommerce is truly omni-channel.
Mobile users are on the site to research. Mobile
(phone and tablet) accounted for 59% of all
sessions by device on e-commerce sites, these
mobile browsers made up just 38% of revenue.
20
Mobile is where the journey starts
Mobile is the
start of the
ecommerce
journey.
21. 21
Contextual Commerce Means you Compete on CX.
Brands are expected to deliver seamless and unified shopping experiences,
personalized for each consumer across channels, to maximize sales.
22. 22
Once you’ve got the context, you can connect…
The right customer the right content the right time the right channel to drive sales
24. No single view of the customer
Dated, stitched together platforms
Business value of CX not recognized
Data accessibility
No “content in context” strategy
Lack of personalization
24
Marketers face challenges…
26. It’s time to rethink the approach to commerce
26
27. 1. Invest in a new breed of connected
commerce platform
2. Know your customer
3. Deliver relevant content, especially UGC
4. Make commerce a seamless continuation
of cross-channel conversations, and be
mobile-first
5. Personalization improves CX
Best practices for
contextual commerce
27
28. A new breed of connected platform…
Best practices for
contextual commerce
28
29. A new breed of platform to deliver contextual experiences
29
Content Commerce Consumer
30. WCM, Commerce, Automation, Omni-channel
Powerful contextual intelligence
Integrates with hundreds of 3rd party solutions
Flexible cloud deployment options
Recognized leader by Gartner & Forrester
Thousands of customers
Sitecore partnership pre- through post-sale
Sitecore commerce provides one integrated platform
30
Contextual
Intelligence
Content
Management
Omni-channel
Automation
MobilePrint
Apps
Email
Social
Federated
Web Content Management
Commerce
31.
32. Full feature set
1. A pricing engine
• To price individual products and whole categories of products with ease.
2. A promotion engine
• To run offers on individual products and product categories.
3. Order management
• To capture, monitor, and edit customers’ purchases.
4. A catalog manager
• To organize, merchandise, and manage your products.
5. A profile manager
• To gather, track, and personalize on customers’ activities.
32
34. Know your customer
The first step to customer
experience success is not
personalization, but collecting
data to know your customer.
One of the single most important
imperatives for every marketing
operations team is to fight against
data fragmentation and find ways
to unite the whole marketing stack
at the data layer.
Chiefmartech.Com
35. Know your customer
We have unprecedented
access to data as every
aspect of the shopper journey
is being digitized.
36. SVC helps to understand the full context of CX
36
Nutricia Danone
75% increase PM in sales
140% increase PM in re-buy
38. Content fuels the customer experience
• Product content is KING – not just SKU
• Content MUST be relevant
• Content needs to connect across
channels
• Variety in types of content including video
• UGC such as reviews
38
Content
The signposts and fuel
stops on your customers
journey.
39. Shoppers who interact with UGC are 97% more
likely to convert with a retailer.
This is because 85% of consumers find UGC more
influential than brand-made content. Consumers
value UGC for its authenticity and crave to see
products in realistic settings.
90% of consumers admit that comments and
reviews made by other shoppers influence their
likelihood of purchasing.
60% of customers aged 13-24 say that YouTube
videos influence what they buy.
39
User generate content is critical
UGC will be
more important
than ever.
40. 40
Video is social and creates network effects
Video was shared
at about 2x the rate
of any other
content type
source: Zuum Social
ROI with video
on Facebook is
5x more than text
Facebook 2017
2X 5X
41. Newton Running: improved customer experience drives sales
The Situation
• By placing the Criteek Product Widget on their Product
Pages, they gave shoppers an easy way to watch,
share, upload and record video product reviews
• Newton Running took advantage of their 20,000 person
email database to generate review-volume
The Solution
• Newton Running were attracting visitors, but not
converting them to sales
• They already had text reviews, but wanted a more
engaging customer experience in a bid to improve
conversion rates
41
42. 42
42
Newton Running results: engaged
customers stay longer…and buy more.
Increase in dwell time72%
Increase in page views64%
Drop in bounce rates8%
23%
Increase
in conversion
44. Best practices for
contextual commerce
44
Make commerce a seamless
continuation of cross-channel
conversations, and be mobile-first
45. Cross Channel – Mobile First!
Mobile is where product research happens.
The desktop is often where it closes.
Social is often where decisions are made.
Mobile commerce now
represents 34% of
global eCommerce
transactions
46. Social is critical to building relationships
Unilever buys Dollar Shave Club for 1 Billion.
Dollar Shave Club excels at conducting
authentic-seeming conversations with
customers over social media.
Unilever will gain access to all the data and
analysis the startup has on its customers.
The key to Dollar Shave
Club's appeal is not so
much its online prowess
but the fact that it built a
powerful brand
in four years.
In other words, people can buy anything, anytime, anywhere, with the click of a button … or even just their voice. It’s the concept behind the buy buttons you’ve seen rolling out on platforms like Instagram, Pinterest and Facebook.
Enlisting friend networks in your shopping experience is just one of a number of new contextual commerce strategies disrupting the traditional customer-merchant relationship.
Desktop is still dominating for conversion even though mobile browsing is the norm for research.
This seems like a contradiction in terms, but it is not. It's caused by people researching on Smartphones, making the key decisions related to the purchase, and then actually buying on a desktop later.
62% of google’s universal searches are for video
And when it comes to commerce….
Content, Commerce, & Customers are unfortunately separate
One system develops ‘attraction’, that may be a CMS, social, or marketing platform.
From that perspective, the ‘Shop’ is a separate site, or separate experience altogether, it’s the ‘End’ of the attraction journey.
Or the ‘commerce platform’, seeing a shopper for the first time views it as the ‘beginning’ of the relationship with the customer. A new shopper.
Once a transaction happens, that may be the ‘end’ of the commerce engagement. Or is it another ‘beginning’ with marketing automation for re-advertising? Is it the ‘beginning’ of the nurture program?
There are several systems, (and costs associated), that are not connected in this today state. This means what experience the customer does have is lost.
The truth is that commerce, or a transaction, is in the very middle of the experience. To succeed and provide experience, we prioritize the customer experience in every, connected phase.
62% of google’s universal searches are for video
All of this is by virtue of the fact that Sitecore Commerce is an organic, integrated part of the Sitecore Experience Platform.
We are not a string of acquisitions on different architectures that work in disjointed ways
We invite you to look under our hood, so to speak, to see that we offer
WCM
Commerce PLUS
Mobile, social, email, print, apps
Federated
All of which allows you to perform personalization; study accurate analytics, so that you can test and optimize
For the FASTEST time to market
We even integate with CRM, PIM, ERC and other 3rd party systems far better than most of the older platforms out there
After thousands of implementations, we are there to support you throughout YOUR journey with us
Trends related to contextual commerce
Homefashion Group, (the biggest DIY in Netherlands, think Home Depot or Lowes), also recognizes the first customer challenge in shopping for furniture. And they are using digital to address it across all channels.
Shoppers want to see how furniture works for ‘them’. Perhaps not in a glamorous studio, where perhaps so few of us actually live.. I know I don’t! They’ve used a very creative approach with content & customer experience. They are profiling and sourcing product photos from social channels like Instagram. Those pictures, the real pictures from customers, are used in every channel. In online catalogues, but also in print catalogues. In addition to the studio image, come even more pictures from customers. So parents looking at flooring can see it after a finger paint-day. Batchelors looking for a card table can see how the table & chairs look with people and chips on the table. This images are also available on in-store kiosks next to the products.
By taking this customer centric approach, to help them address their need, they’ve increased sales on every channel.