#TDC18 - Retain.me - Unbaking the digital customer journey - A (revenue) uplifting experience
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Learn more about MetaPack's The Delivery Conference 2018 (#TDC18) at the event website https://www.thedeliveryconference.com.
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#TDC18 - Retain.me - Unbaking the digital customer journey - A (revenue) uplifting experience
- 1. Leaders & Heroes THE DELIVERY CONFERENCE ANDREW CURRAN CEO Unboxing the Digital Customer Journey - a (revenue) uplifting experience Solutions Theatre
- 4. Accuracy Speed Options Communication Tracking Frictionless Returns WHY? We are all investing in the Customer Experience:
- 6. Meet Louise… Had a good web experience Comms & tracking, all good Product met expectations Order arrived on time Is she happy? YES Won her loyalty? NO !
- 7. “People will forget what you said. People will forget what you did. But people will never forget how you made them feel.” MAYA ANGELOU
- 8. Between zero & 7 days post purchase When is the best time to re-engage a customer? What does “re-engage” actually mean? Second purchase Social engagement Refer a friend Product / service review After Sales & Returns
- 10. Inspired?
- 11. SmartSlip®
- 12. Louise Receipt and Returns Product & Category Recommends Loyalty Scheme Updates Product Review Links Customer Profile Based Messaging Personalised URLs Variable content Per Customer • Multi-Territory • Multi-Language • Multi-Currency SmartSlip®
- 13. AMARA New Product Launches Weekly Web Content Social Media Links 3rd Party Advertising Brand Ambassador Profiles Customer Get Customer Fixed Content Per Cohort • Multi-Territory • Multi-Language • Multi-Currency SmartSlip®
- 14. • Continue the digital journey right into the unboxing experience • Combine transactional and marketing content in one SmartSlip® • Maximise the existing tech stack • QR Codes, promotions and search terms, driving customers straight back to site • And provide a seamless Returns function
- 15. Case Study Fast Facts: ● Nursery Campaign beat email by x 2.09 GP ● ROAS of £11.49 (first time customers) ● Reduction in variable marketing of 2pp ● Increased AOV for repeat customers of 11% Case Study online SEARCH: AMARA LIGHTBULB MOMENT
- 18. Case StudyCase Study online SEARCH: AMARA LIGHTBULB MOMENT