Introduction and Key words Visualizing an e-commerce experience Usefulness of engaging customers Strategies to optimize customer engagement Improve customer engagement Conclusion

1. CUSTOMER ENGAGEMENT
IN E-COMMERCE
September 29.2014

2. I. What is it about?
Introduction and Key words
II. Why do we need it?
Visualizing an e-commerce experience
Usefulness of engaging customers
III. Any secrets behind?
Strategies to optimize customer engagement
IV. How can we retain this?
Improve customer engagement
Conclusion
V. References
CONTENTS

3. INTRODUCTION & KEY WORDS
 E-commerce : All electronically mediated information exchanges
between an organazation and its external stakeholders.
 Customers: party that receives or consumes products (goods
or services) and has the ability to choose between different products
and suppliers.
 Customer Retention: techniques to maintain relationships with
existing customers.
 Customer Obsession: a strategy of customer service to a deeply
rooted & shared value of creating exceptionally satisfied and extremely
loyal customers.
 Customer Engagement(CE): the engagement of customer
with company or brand.

4. VISUALIZING CUSTOMER EXPERIENCE
Research &
Planning
•Compare prices &
offers
•Blogs & other sites
Product Discovery
•Product specification
•Buy the product
Ordering Process
•Checkout flow
•Review & confirm
Product shipping &
Delievery
•Check order status
•Change plans
Returns and
Refunds
•Share experience
•Request fund
Thinking
Feeling
Enjoyability
Experience

5. USEFULLNESS OF ENGAGING CUSTOMERS
 Improving product & service quality
 Accelerating sales
 Nurturing loyalty
 Increasing brand awareness
 Differentiating from competitors
 Creating online community

6. STRATEGIES TO OPTIMIZE CE
 The importance of capturing not only wallet
share, but MIND SHARE, as well.
 The mind share is measured by customer
engagement
 How much time
 How often

7. STRATEGIES TO OPTIMIZE CE
 Customer experiance: Interaction breeds long-term
engagement.
 From how quickly to how much time.
 Creat experiance from a customer’s point of viwe
 What would a customer could like to do,see learn
 Customer relationship: demonstrating values to the
customer creates a positive relationship.
 Personalizing the experience
 Listening to customers preferences

8. STRATEGIES TO OPTIMIZE CE
 Be Where Your Customers Are: Transfer your business to
all potential channels where a customer can reach you.
 An interactive experience that can seamlessly transfer from
online to mobile to tablet is going to be integral in
increasing the amount of time customers spend with your
brand.
 Make the Experience Easy to Find: To get the best out
of the development tool create an easy navigation directly
from the home page or optimized landing page.

9. STRATEGIES TO OPTIMIZE CE
 Promote the Experience: Promoting the
experience can increase traffic and resulting
conversions.
 Expertly place the monetization of the experience:
Bottom-line revenues are still going to be driven
by sharing the wallet.
 Let the experience drive the conversion.

10. IMPROVE CE
 Track customer behavior enable communication:
with the customer over whichever platform they desire.
 Build a community or group: more effectively interact with
customers through online channels, forums, blogs, social networks.
 Host a Webinar or Google hangouts: to reach large target
audience and interact visually with different means of media.
 Offer exclusive contents: that are not available to the general
public, special discounts, seasonal offers, members-only forums.
 Celebrate together: for each milestones, make the customers feel
as part of the contribution to the company success.

11. CONCLUSION
 Sell not ONLY the product but the complete EXPERIENCE
to the customer who shop online.
 The more you can ENGAGE people in store & the more
helpful you can be in their buying experience, the more
SUCCESSFUL you will be.
 For improved product and service quality , engaging
customers is the ultimate way for a company to be
PROFITABLE and retain CUSTOMERS.

12. REFERENCE
 Dave Chaffey. 2009. E-BUSINESS AND E-COMMERCE MANAGEMENT, 4th Edition.
Pearson Education Limited, Essex CM20 2JE, England
 Customer. E-commerce.
URL: http://www.businessdictionary.com/definition/customer.html#ixzz3EdqctiYC
 George Gallegos. 24.09.2014. The Growing Allure of E-Commerce Systems
Integration [online].
URL: http://www.ecommercetimes.com/story/81090.html
 Benjamin Kabin. 08.09.2014. 6 Ways to Retain Ecommerce Customers [online].
URL: http://www.entrepreneur.com/article/237090
 24.03.2013. Visualizing an E-Commerce Customer Experience Map [online].
URL: http://productpad.in/blog/visualizing-an-e-commerce-customer-
experience-map/

13. THANK YOU!!