SlideShare a Scribd company logo
Elevate your Customers’
Experience with Digital Tools
• E-government
• E-payments
• E-commerce
• E-marketing
• E-business
• E-tickets
• E-
• E-
15+ years ago …
E-nough
52% of e-commerce shoppers spend
as much or more online as in
physical stores
66% would never visit a store if AR made it possible
Personal assistants
Programmatic advertising
Recommendation Engines
35% of purchases on Amazon come from product
recommendations (McKinsey)
Alibaba generated 6.7 billion personalized shopping pages with
a 20 percent higher conversion rate
Chat
Bots
Chat Bots
• YES. Identify
repetitive tasks to
assign to chat bots
• NO. Don’t rely on
bots for many
interactions
• DO. Review chatbot
conversations to
identify problems
Localized services
1 in 5 local product mobile searches
ends up in purchasing
(Google)
Local product or inventory search
Localized social media accounts
Passion Ticket Atlético Tigre (Argentina)
https://youtu.be/hEmh1uPPVik
https://youtu.be/CLEJD__kCk0
Why visitors abandon shopping carts
Mobile
• 50% of consumers frequently use their mobile devices to shop, but
only 20% complete the transactions on their phones
• poor navigation
• screens that are not optimized for mobile
• limited options for making payments
• requiring shoppers to fill in too many fields
SOCIAL MEDIA BY AGE
SOCIAL MEDIA BY AGE (2014)
DIGITAL PURCHASES BY AGE GROUP (US)
https://www.statista.com/statistics/462507/us-digital-buyer-penetration-age-group/
WHICH CHANNELS ARE MOST POPULAR?
LET’S START FROM THE BEGINING
Who is your
customer?
Touchpoints Vs Customer
journey
Multi channel Vs Omni Channel
strategy
(CAN YOU?) CHOOSE YOUR CHANNELS
Channel Decisions
Participation
People
Skills
Marketing / Business Guidelines
From basics to flowers
• Use the channel the customer prefers
• Be polite.
• Use the customer’s name.
• Always keep your promises.
• Return calls, emails, and any other types of requests quickly.
• Monitor social channels for comments from your customers and answer
them.
• Don’t send flowers and gifts to every displeased customer
Facebook.com/arsenis.paschopoulos Linkedin.com/in/arsenis
Arsenis Paschopoulos
Managing Partner,
Justonline.gr

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