This document summarizes a session from an event on March 21, 2019 about customer retention and loyalty in e-commerce. The session included several speakers discussing topics like the balance between customer acquisition and retention, metrics for subscription businesses, and case studies of the New York Times and Wall Street Journal approaches to building loyalty. The event was aimed at sharing knowledge between startup founders, corporate decision-makers, and e-commerce experts.
Beyond Chat How To Boost Online Sales With Rich Media Customer EngagementToke Tangkjaer
E-Commerce shopping cart abandonment rates remain shockingly high as 62% of all potential purchasers abandoned their shopping carts in the first quarter of 2009. What’s behind the continued high attrition?
Achieving Customer Experience Excellence in RetailBrent Biddulph
A prospective view on how big data analytics and connected data is enabling customer experience (CX) innovation in a digital economy that is reshaping an age-old industry.
Your cognitive future in retail industryTero Angeria
Cognitive + retail = the future
Welcome to the age of cognitive computing, where intelligent machines simulate human brain capabilities to help solve society’s most vexing problems. For retail,cognitive computing has already arrived, and its potential to transform the industry is enormous. Cognitive systems are driving more personalized
shopping experiences and helping unearth customer trends. Our research reveals that retail leaders globally are poised to embrace this groundbreaking technology more holistically and, by doing so, will redefine the future in retail.
2016 IBM Retail Industry Solutions GuideTero Angeria
IBM offers everything retailers need to transform—roadmap
development, solutions, infrastructure, research sciences,
consulting and interactive user experience design—based on
what consumers are demanding. We help retailers deepen
customer relationships and offer differentiated assortment
while driving operational excellence enterprisewide to spur
profitable growth.
This guide showcases IBM solutions for retail. It provides a quick overview of what retailers need to do within each of these areas and of the IBM solutions that can support those efforts.
What's next after omnichannel? A customer centric approach to retail. Mark Th...StrongPoint
Retailers around the world have faced more change in the last 5 years than in the previous 25, mainly due to a shift in power from the retailer to the consumer. Most of this is as a result of consumer technology allowing shoppers to access information about products and to buy on line from a far wider choice of retailers. In itself, this technology has also undergone change, from desktop PCs to mobiles. So, is it all about managing channels to create an Omnichannel offering, or are retailers now facing a new reality where retail needs a re-design. In this session, we explore what some retailers are doing to create a single approach to the customer across all channels and platforms.
Driving Success in the Subscription EconomyZuora, Inc.
Your customers want a new way to relate to you. Build a business that embraces the subscription economy by following these six key steps to success. www.zuora.com
Banking Services Marketing Automation and Omni-channel BankingShepHertz
Accelerate Digitization in banking by providing omni-channel customer experience using Predictive Analytics, Marketing Automation, Api Management with ShepHertz.
Beyond Chat How To Boost Online Sales With Rich Media Customer EngagementToke Tangkjaer
E-Commerce shopping cart abandonment rates remain shockingly high as 62% of all potential purchasers abandoned their shopping carts in the first quarter of 2009. What’s behind the continued high attrition?
Achieving Customer Experience Excellence in RetailBrent Biddulph
A prospective view on how big data analytics and connected data is enabling customer experience (CX) innovation in a digital economy that is reshaping an age-old industry.
Your cognitive future in retail industryTero Angeria
Cognitive + retail = the future
Welcome to the age of cognitive computing, where intelligent machines simulate human brain capabilities to help solve society’s most vexing problems. For retail,cognitive computing has already arrived, and its potential to transform the industry is enormous. Cognitive systems are driving more personalized
shopping experiences and helping unearth customer trends. Our research reveals that retail leaders globally are poised to embrace this groundbreaking technology more holistically and, by doing so, will redefine the future in retail.
2016 IBM Retail Industry Solutions GuideTero Angeria
IBM offers everything retailers need to transform—roadmap
development, solutions, infrastructure, research sciences,
consulting and interactive user experience design—based on
what consumers are demanding. We help retailers deepen
customer relationships and offer differentiated assortment
while driving operational excellence enterprisewide to spur
profitable growth.
This guide showcases IBM solutions for retail. It provides a quick overview of what retailers need to do within each of these areas and of the IBM solutions that can support those efforts.
What's next after omnichannel? A customer centric approach to retail. Mark Th...StrongPoint
Retailers around the world have faced more change in the last 5 years than in the previous 25, mainly due to a shift in power from the retailer to the consumer. Most of this is as a result of consumer technology allowing shoppers to access information about products and to buy on line from a far wider choice of retailers. In itself, this technology has also undergone change, from desktop PCs to mobiles. So, is it all about managing channels to create an Omnichannel offering, or are retailers now facing a new reality where retail needs a re-design. In this session, we explore what some retailers are doing to create a single approach to the customer across all channels and platforms.
Driving Success in the Subscription EconomyZuora, Inc.
Your customers want a new way to relate to you. Build a business that embraces the subscription economy by following these six key steps to success. www.zuora.com
Banking Services Marketing Automation and Omni-channel BankingShepHertz
Accelerate Digitization in banking by providing omni-channel customer experience using Predictive Analytics, Marketing Automation, Api Management with ShepHertz.
The following presentation examines trends and best practices in Self Service, with respect to consumer trends, company strategies, tools and best practices in various industries.
We have reviewed the following types of Self Services:
Unassisted Self Service - where a customer can complete a transaction / receive the support he/she needs without requiring a human agent’s assistance at all. For example: online booking and ordering, online fund transferring, etc.
Assisted Self Service - where the customer can access the service at his/her own terms, but does require a human agent on the other side, for example: video tellers / conference calls, live chats with a live agent, email / SMS to an agent, etc.
Webinar | Customer engagement on conversational platformsPowerup
Conversational AI in enterprises can provide the following benefits -
· Increased Engagement – Multiple customers can be managed across multiple touch points using a single solution
· Personalized Customer Service – Platform that can tailor communication-based on historical data of the customer
· Ownership of the data – Enterprises can own the conversational data to help understand the customer life cycle and improve business
· Cost Savings – A multi-faceted conversational AI solution cut down cost up to 30% in customer support
Making The Case: Why Emotional Storytelling in B2B Marketing is Fundamental F...Francis Visaya
We often refer to and define businesses as ‘B2B’ or ‘B2C’. While these terms help us to differentiate between respective product and services offerings, they have also siloed marketers’ approaches to communicate with consumers. B2C brands tend to be more willing to be playful and provocative in their communication, while B2B marketers often find it difficult to strike a balance between being informative, innovative, and all the while inspiring. The truth is, regardless of the category a business falls under, their target audiences all share a collective, fundamental truth: they’re all human.
One of the most primitive and conspicuous ways we interact with one another to collectively create culture and make sense of reality is through stories. By definition, connecting with consumers means capitalizing on the most human of common threads - storytelling.
While there has been a slow but steady increase in B2B investments in storytelling over the past few years, it is seldom wide-spread. But why? Many marketers still feel push back from executive-level decision makers when trying to make the case for using more ‘emotional’ forms of communicating with consumers. Working with top brands in the Financial Services, Technology, and Software industries has given us tremendous insights into the barriers, bottlenecks, and misconceptions that stall the adoption of such storytelling practices at B2B organizations. This playbook addresses the qualitative and quantitative data behind the reasons your brand should be telling stories by specifically redefining and demystifying:
- What is brand storytelling?
- What role do emotions play in B2B decision making?
- How are successful brands sourcing and sharing these stories effectively?
- How can you make the case for emotional storytelling at your company?
2014 Retail Insight: The Impact of Omni-Channel Trends for 2014 and BeyondSPS Commerce
You are invited to view a complimentary webinar featuring retail industry experts from Retail Systems Research (RSR) and SPS Commerce. Based on their latest research, including the 2014 Retail Insights industry benchmark report, you’ll learn what strategies your peers are deploying to improve omni-channel performance in 2014.
The webinar provides insights on:
• The state of the retail market—how many retailers have or will adopt the omni-channel? What steps are they taking?
• Which external and internal forces will impact retail the most in the upcoming years?
• Which technology and business areas are retailers, vendors and logistics firms making significant investments in 2014?
CRM and loyalty marketers at all major retailers know that today’s mobile consumers are evolving rapidly, and have heightened expectations for their favorite retailers. What they may not know is that new mobile technologies, such as Google Wallet and Apple’s Passbook, are transforming retailer’s ability do deliver value to their most loyal customers. When used in tandem with loyalty programs, these innovative mobile wallets can amplify loyalty programs by making them more relevant, contextual, timely and useable.
Featuring: Emily Collins, analyst at Forrester Inc., and Julie Novack, Senior Vice President of Mobile Solutions at Vibes.
Are White Papers Dead? Advance your B2B marketing campaigns from one-size-fit...Alinean, Inc.
White papers have been the mainstay of B2B marketing campaigns for decades, but each year the effectiveness of white paper fueled marketing / demand generation (demand-gen) campaigns is on the decline. Information overload, short attention span theater and personalization expectations are just a few of the reasons why relying on white papers to drive demand / generate qualified leads is not enough.
You need to advance your marketing into the 21st century with more interactive, dynamic personalized content that articulates your value to prospects / buyers / customers.
ValueStory Marketing Tools combine visual storytelling / whiteboards, provocative insights, diagnostic assessments, financial justification / ROI / TCO calculators to deliver a personalized one-to-one engagement and white paper deliverable.
Learn more at http://www.alinean.com
2021 Omnichannel Guide: A Four-Pillar Approach to Holistic Commerce Successrun_frictionless
An omnichannel approach isn’t just another way of saying that you sell on multiple marketplaces. It’s about delivering a consistent brand experience that transcends specific channels to meet customers where they are and build a personal connection, as well as optimizing your business for the future through channel diversification and comprehensive integration of your data and systems.
https://runfrictionless.com/b2b-white-paper-service/
SAP hybris shares its vision for Customer Engagement: To enable our customers to deliver consistent, contextual, and relevant experiences regardless of channel or device throughout the customer journey.
Missed the CRM Insider 2015 Keynote? Find it all here, presented at SAP Insider 2015, by Volker Hildebrand and Jamie Anderson.
For more, visit hybris.com/marketing
Omnichannel Commerce & The Customer Experience - Featuring Don PeppersMargot Heiligman
In this presentation content, Don is taking the topic of omnichannel commerce and customer experience right to the core of their essence. What should businesses and management pay attention to in order to successfully transform their business digitally? And what is a good customer experience really about? Access the content now.
Visit "The Future of Customer Engagement and Commerce" by SAP Hybris to get more valuable content around commerce, marketing, and customer engagement here: http://www.the-future-of-commerce.com/
Transforming the Omni-channel Customer ExperienceCafeX
Today’s customers demand a flawless, seamless experience and rapid problem resolution. Now with CaféX Live Assist for Microsoft Dynamics 365 you can deliver best-in-class customer service that can increase customer loyalty, improve agent productivity, and grow your business. Learn how Live Assist is uniquely integrated with Dynamics 365 and enables:
- Highly personalized, Omni-channel customer experiences Proactive live engagement between agents, supervisors and customers
- Faster problem solving with co-browse, text chat and in-app assistance
- Effective campaigns with a 360-degree view throughout the customer’s journey
Zodiac & InfoTrust Webinar: The Basics of Customer Lifetime Value 5.9.17ZodiacMetrics
Dr. Peter Fader, co-founder of predictive analytics company Zodiac and marketing professor at Wharton, teams up with CMO Michael Loban of web analytics consultancy InfoTrust to explain the basics of using Customer Lifetime Value (CLV) and predictive analytics to supercharge your marketing and business strategy.
The presentation covers-
-The definition of Customer Lifetime Value (CLV)
-Why CLV is meaningful to your organization
-How to think about calculating CLV and why many methods are incorrect
-How to use CLV and predictive analytics to optimize your strategy and campaigns
-Common questions and concerns
Future Glance: CRO as part of a multi-channel brand strategy to boost convers...cloud.IQ
Today just 2% of visits to a website result in a sale. According to Forrester, for every $100 spent driving traffic to an ecommerce site, just $1 is spent on converting prospects to customers. This webinar presents a very strong case as to why ecommerce brands should now shift their focus to customer conversion.
Watch the webinar and discover how you can leverage very recent advancements in technology to improve customer conversion and significantly increase online revenue, in a way that requires much less cost and effort than ever before. As even the smallest increase in conversion rate can result in a significant increase in revenue, a focus on conversion rate optimisation (CRO) makes financial sense.
You will also learn how an effective CRO strategy can enhance a multi-channel experience when integrated in the most effective way. Designed for ecommerce brands looking to leverage the latest in digital thinking and technology, this webinar presented by ecommerce conversion experts cloud.IQ together with strategic digital marketing agency McCANN Connected will provide you with the complete picture.
Don't miss expert strategic insights, best practice tips and techniques as well as brand case studies that illustrate how you can increase online revenue by up to 12% using the approach presented.
Essential learnings:
Effective CRO integration as part of a multi-channel brand experience
How to optimise the entire customer journey to purchase
The value of a real-time automated and personalised approach
The following presentation examines trends and best practices in Self Service, with respect to consumer trends, company strategies, tools and best practices in various industries.
We have reviewed the following types of Self Services:
Unassisted Self Service - where a customer can complete a transaction / receive the support he/she needs without requiring a human agent’s assistance at all. For example: online booking and ordering, online fund transferring, etc.
Assisted Self Service - where the customer can access the service at his/her own terms, but does require a human agent on the other side, for example: video tellers / conference calls, live chats with a live agent, email / SMS to an agent, etc.
Webinar | Customer engagement on conversational platformsPowerup
Conversational AI in enterprises can provide the following benefits -
· Increased Engagement – Multiple customers can be managed across multiple touch points using a single solution
· Personalized Customer Service – Platform that can tailor communication-based on historical data of the customer
· Ownership of the data – Enterprises can own the conversational data to help understand the customer life cycle and improve business
· Cost Savings – A multi-faceted conversational AI solution cut down cost up to 30% in customer support
Making The Case: Why Emotional Storytelling in B2B Marketing is Fundamental F...Francis Visaya
We often refer to and define businesses as ‘B2B’ or ‘B2C’. While these terms help us to differentiate between respective product and services offerings, they have also siloed marketers’ approaches to communicate with consumers. B2C brands tend to be more willing to be playful and provocative in their communication, while B2B marketers often find it difficult to strike a balance between being informative, innovative, and all the while inspiring. The truth is, regardless of the category a business falls under, their target audiences all share a collective, fundamental truth: they’re all human.
One of the most primitive and conspicuous ways we interact with one another to collectively create culture and make sense of reality is through stories. By definition, connecting with consumers means capitalizing on the most human of common threads - storytelling.
While there has been a slow but steady increase in B2B investments in storytelling over the past few years, it is seldom wide-spread. But why? Many marketers still feel push back from executive-level decision makers when trying to make the case for using more ‘emotional’ forms of communicating with consumers. Working with top brands in the Financial Services, Technology, and Software industries has given us tremendous insights into the barriers, bottlenecks, and misconceptions that stall the adoption of such storytelling practices at B2B organizations. This playbook addresses the qualitative and quantitative data behind the reasons your brand should be telling stories by specifically redefining and demystifying:
- What is brand storytelling?
- What role do emotions play in B2B decision making?
- How are successful brands sourcing and sharing these stories effectively?
- How can you make the case for emotional storytelling at your company?
2014 Retail Insight: The Impact of Omni-Channel Trends for 2014 and BeyondSPS Commerce
You are invited to view a complimentary webinar featuring retail industry experts from Retail Systems Research (RSR) and SPS Commerce. Based on their latest research, including the 2014 Retail Insights industry benchmark report, you’ll learn what strategies your peers are deploying to improve omni-channel performance in 2014.
The webinar provides insights on:
• The state of the retail market—how many retailers have or will adopt the omni-channel? What steps are they taking?
• Which external and internal forces will impact retail the most in the upcoming years?
• Which technology and business areas are retailers, vendors and logistics firms making significant investments in 2014?
CRM and loyalty marketers at all major retailers know that today’s mobile consumers are evolving rapidly, and have heightened expectations for their favorite retailers. What they may not know is that new mobile technologies, such as Google Wallet and Apple’s Passbook, are transforming retailer’s ability do deliver value to their most loyal customers. When used in tandem with loyalty programs, these innovative mobile wallets can amplify loyalty programs by making them more relevant, contextual, timely and useable.
Featuring: Emily Collins, analyst at Forrester Inc., and Julie Novack, Senior Vice President of Mobile Solutions at Vibes.
Are White Papers Dead? Advance your B2B marketing campaigns from one-size-fit...Alinean, Inc.
White papers have been the mainstay of B2B marketing campaigns for decades, but each year the effectiveness of white paper fueled marketing / demand generation (demand-gen) campaigns is on the decline. Information overload, short attention span theater and personalization expectations are just a few of the reasons why relying on white papers to drive demand / generate qualified leads is not enough.
You need to advance your marketing into the 21st century with more interactive, dynamic personalized content that articulates your value to prospects / buyers / customers.
ValueStory Marketing Tools combine visual storytelling / whiteboards, provocative insights, diagnostic assessments, financial justification / ROI / TCO calculators to deliver a personalized one-to-one engagement and white paper deliverable.
Learn more at http://www.alinean.com
2021 Omnichannel Guide: A Four-Pillar Approach to Holistic Commerce Successrun_frictionless
An omnichannel approach isn’t just another way of saying that you sell on multiple marketplaces. It’s about delivering a consistent brand experience that transcends specific channels to meet customers where they are and build a personal connection, as well as optimizing your business for the future through channel diversification and comprehensive integration of your data and systems.
https://runfrictionless.com/b2b-white-paper-service/
SAP hybris shares its vision for Customer Engagement: To enable our customers to deliver consistent, contextual, and relevant experiences regardless of channel or device throughout the customer journey.
Missed the CRM Insider 2015 Keynote? Find it all here, presented at SAP Insider 2015, by Volker Hildebrand and Jamie Anderson.
For more, visit hybris.com/marketing
Omnichannel Commerce & The Customer Experience - Featuring Don PeppersMargot Heiligman
In this presentation content, Don is taking the topic of omnichannel commerce and customer experience right to the core of their essence. What should businesses and management pay attention to in order to successfully transform their business digitally? And what is a good customer experience really about? Access the content now.
Visit "The Future of Customer Engagement and Commerce" by SAP Hybris to get more valuable content around commerce, marketing, and customer engagement here: http://www.the-future-of-commerce.com/
Transforming the Omni-channel Customer ExperienceCafeX
Today’s customers demand a flawless, seamless experience and rapid problem resolution. Now with CaféX Live Assist for Microsoft Dynamics 365 you can deliver best-in-class customer service that can increase customer loyalty, improve agent productivity, and grow your business. Learn how Live Assist is uniquely integrated with Dynamics 365 and enables:
- Highly personalized, Omni-channel customer experiences Proactive live engagement between agents, supervisors and customers
- Faster problem solving with co-browse, text chat and in-app assistance
- Effective campaigns with a 360-degree view throughout the customer’s journey
Zodiac & InfoTrust Webinar: The Basics of Customer Lifetime Value 5.9.17ZodiacMetrics
Dr. Peter Fader, co-founder of predictive analytics company Zodiac and marketing professor at Wharton, teams up with CMO Michael Loban of web analytics consultancy InfoTrust to explain the basics of using Customer Lifetime Value (CLV) and predictive analytics to supercharge your marketing and business strategy.
The presentation covers-
-The definition of Customer Lifetime Value (CLV)
-Why CLV is meaningful to your organization
-How to think about calculating CLV and why many methods are incorrect
-How to use CLV and predictive analytics to optimize your strategy and campaigns
-Common questions and concerns
Future Glance: CRO as part of a multi-channel brand strategy to boost convers...cloud.IQ
Today just 2% of visits to a website result in a sale. According to Forrester, for every $100 spent driving traffic to an ecommerce site, just $1 is spent on converting prospects to customers. This webinar presents a very strong case as to why ecommerce brands should now shift their focus to customer conversion.
Watch the webinar and discover how you can leverage very recent advancements in technology to improve customer conversion and significantly increase online revenue, in a way that requires much less cost and effort than ever before. As even the smallest increase in conversion rate can result in a significant increase in revenue, a focus on conversion rate optimisation (CRO) makes financial sense.
You will also learn how an effective CRO strategy can enhance a multi-channel experience when integrated in the most effective way. Designed for ecommerce brands looking to leverage the latest in digital thinking and technology, this webinar presented by ecommerce conversion experts cloud.IQ together with strategic digital marketing agency McCANN Connected will provide you with the complete picture.
Don't miss expert strategic insights, best practice tips and techniques as well as brand case studies that illustrate how you can increase online revenue by up to 12% using the approach presented.
Essential learnings:
Effective CRO integration as part of a multi-channel brand experience
How to optimise the entire customer journey to purchase
The value of a real-time automated and personalised approach
360° Customer Capture - Enabling Retailers to Deliver a Complete Shopping Experience. Now!
TechVista provides a unified approach that reduces complexity for Retailers, allowing them to focus on connecting with customers and empowering their employees across all channels that allows them the flexibility necessary to respond quickly to the needs of your customers. TechVista empowers Retailers to deliver a complete shopping experience – personal, seamless, and differentiated – by helping them create a complete 360-degree view of the customer.
http://repeatbusiness-guaranteed.co.uk
t: 01202 233433
95% of UK consumers appreciate customer loyalty programs.
Loyalty programs are a great way of adding value to customer visits and giving them a reason to return in the future.
To create loyal customers who always use your business over your competitors you need to acknowledge their loyalty and reward them for their business.
How to drive great customer experiences for content ROI - government editionMelissa Wilfley
Talk I gave at WPP/Kantar next generation of digital government at Ministry of Manpower in Singapore on best practices for driving great customer experiences and maximizing content ROI for government agencies.
[Series] Critical Channels of Choice - Part 1: CX Now…CX How? Explore the StackPrecisely
As a CX and marketing professional, you are responsible for communicating and
engaging with your prospects and clients in their moment of need. We’d like to
introduce you to our powerful portfolio of digital solutions designed for CX and
marketing professionals.
View this on-demand webinar to explore the key channels where your customers
want to engage with you – and how as a customer-obsessed organization, you can
embrace new market opportunities and exceed their expectations.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
3. POWERED BY HOSTED BY
• Startup community
• Corporate decision makers
• Senior e-commerce experts
• Knowledge sharing
• Exchange of ideas
• Effecitve networking
UP TO
SPEAKERS
6
UP TO
MINUTES
150
4. POWERED BY HOSTED BY
Secrets to customer retention and loyalty.
Indicators to track, technologies to use.
21.03.2019 SESSION #3:
5. POWERED BY HOSTED BY
PLAN FOR TODAY (21.03.2019):
Time Topic Speaker
17:45 – 18:05
ACQUISITIONVS RETENTION
INTHE FACE OFVALUE-AS-A-SERVICE ECONOMY
Michał Jędraszak
CEO
Straal
18:05 – 18:25
ABC OF CUSTOMER LOYALTY BY FLIXBUS
=AI, BI, CUSTOMER HAPPINESS (NPS)
Michał Leman
Managing Director
FlixBus Polska
18:25 – 18:45 THINK BIG: 4 KEYSTOTHE FUTUREOF RETAIL
Jarosław Sokolnicki
Retail & Consumer Goods Industries
Country Lead
Microsoft
18:45 – 19:00 ☕☕☕ COFFEE BREAK
19:00 – 19:20
GETTINGYOUR USERS OVERTHEWALL: HOWTO BUILD LOYALTY
IN SUBSCRIPTION-BASED BUSINESS
Mehmet Ozer
StrategicAccount Manager
Insider
19:20 – 19:45 HOWTOTUNEYOUR E-COMMERCETO PWA?
Michał Szklarski
Head of Digital Solutions
E-point
19:45 – 20:10 🍷🍷🍷 NETWORKING SESSION
6. POWERED BY HOSTED BY
MICHAŁ JĘDRASZAK
CHIEF EXECUTIVE OFFICER, STRAAL
ACQUISITIONVS RETENTION INTHE FACE OFVALUE-AS-A-SERVICE ECONOMY
7. POWERED BY HOSTED BY
Customer acquisition is at the heart of any marketing strategy yet winning new customers is
becoming ever more challenging
While the range of tools, solutions and service providers offering help in customer acquisition is broadening at an enormous
pace, trust - the cornerstone of commerce - is eroding
DSP platforms
Performance marketing agencies
User intelligence tools
SEO/SEM tools
Content marketing tools
Retargeting engines
Media houses
E-mail marketing tools & agencies
Mobile marketing Marketing automation tools
Influencer marketing agencies
and more…
More help in customer acquisition Erosion of trust in commerce
55%
of consumers don’t trust companies
they buy from as much as they used
to
65% of consumers don’t trust
advertisements
71% of consumers don’t trust sponsored
social media ads
Sources used: IAB, HubSpot
8. POWERED BY HOSTED BY
A conglomerate of technological and socio-economic factors is changing the way people consume
goods and think about ownership/wealth
TECH SOCIAL ECONOMIC
Enhanced access Experience first Need for lower prices
Cloud & Big Data
83% of enterprise workloads will be in the
cloud by 2020
Sources used: Forbes, Gartner, Statista, Digital Market Outlook, Goldman Sachs, Global Web Index
IoT
There will be 20.4 billion IoT devices by
2020
5G
By 2021, the number of 5G connections
to reach from
20 to 100 million
Seamless Payments
Mobile payment trx volume:
$275 billion by 2021
Millennials & Gen. Z
Millennials to outnumber Baby Boomers in
2019 and Gen. Z to outnumber Millennials by
2034
NOwnership
74% of young consumers prioritize
experiences over ownership
Digital Natives
Millennials and Gen. Z spend around 7
hours/day online
Users, not owners
Millennials and Gen. Z want to use goods
but can’t afford buying
Collaborative Consumption
Nearly 30% of 18-29-year-olds
participates in collaborative consumption
Weconomics
Projected total crowdfunding raised by
2025: $300 billion
Less to spend
Generation X and baby boomer households
have a family income that is 11 percent and
14 percent higher, respectively, than that
of demographically comparable millennial
households
9. POWERED BY HOSTED BY
The needs and expectations of both, consumers and businesses, imply the demand for a new
distribution model
Consumer Business
WANTS
• Want access to everything that’s new
• Want products and services delivered instantly
• Want superior customer experience
DON’T WANTS
• Don’t want to pay upfront
• Don’t want to make purchasing decisions too often
• Don’t want to be responsible for remembering about
replenishments etc.
WANTS
• Want revenue predictability
• Want more potential clients
• Up-selling and cross-selling opportunities
• Want lower operational risk
• Want more control over products after transaction
DON’T WANTS
• Don’t want to invest in convincing already convinced
• Don’t want to pay for re-acquisition of customers
10. POWERED BY HOSTED BY
The Value-as-a-Service model is the answer…
VaaS is a product distribution model, where companies instead of selling products, shift into providing value (until
recently inseparably bound with their products) as a service.
Consumers pay for having their needs fulfilled instead of for products meant to fulfil those needs.
11. POWERED BY HOSTED BY
Distribution of value instead of products responds to the needs of both consumers and businesses
…so, the key expectations and are met
Consumer
• Availability: Customers obtain access
to services that wouldn’t be otherwise accessible
due to high prices
• Convenience: They do not need
to worry about purchases they make regularly, nor
do they need
to make shopping decisions related
to the same products and services repeatedly
• Peace of mind: They don’t need
to worry about losing access to service
or product due to missed payments
Business
• Predictability: Predictable and regular revenue
from a stable customer base relying on an
automated payment collection system
• Range: Broader target market thanks
to offering the product at a lower price, but over a
longer period
• Customer loyalty: Profound knowledge
of customers’ preferences
and the ability to tailor marketing activities aimed
at enhancing customer loyalty
12. POWERED BY
The rapid development and proliferation of the Value-as-a-Service model is shifting the paradigm –
bringing new opportunities as well as new challenges
Tailoring the
product/service
Retention vs.
acquisition
Customer’s impact on
the offer
Lasting lifetime
relationship
• The subscription model is not a universal go-to solution for all types of businesses
• The frequency and regularity of the product/service usage is a crucial factor
• Customer retention and high customer satisfaction levels are of key importance as customers become
members of a club with access to a particular product or service
• Traditional customer acquisition activities are of secondary importance as they often depend on the satisfaction
of existent customers
• The offer should be constantly reviewed and tweaked to maintain high levels of customer satisfaction
• Long-standing customers have different expectations from newly acquired ones
Due to the transition from discovering value at initial purchase to a long lasting relationship, the subscription model
is much more customer-centric and nimble, i.e. :
• Fast time to value
• Product value realization and maximization
• Smooth, transparent renewal with value-add expand options
HOSTED BY
13. POWERED BY HOSTED BY
Those are featured by new (or redefined) metrics to track and take care of
CAC
LTV
MRR
Churn Rate
ARPC
Payback Time
Cost of Acquisition. A good, old acquaintance of yours.
Still requires tracking. Plays a key role in most equations.
Monthly Recurring Revenue. It includes all the money your customers pay
you every month. It does not include one-off transactions.
The estimated income generated by a single subscriber in throughout the
period they remain a subscriber.
The percentage of subscribers who’d unsubscribed in the analysed period.
Includes Voluntary and Involuntary Churn.
Average Revenue Per Customer.
Time needed to for a subscriber to generate the amount spent for their
acquisition.
Marketing Budget
No. of Acquired Customers( )
ARPC
Churn Rate( )Gross Marginx
Total Monthly Revenue
No. of Paying Customers( )
14. POWERED BY HOSTED BY
So, how to strike the balance between acquisition and retention?
LTV : CAC
1:1
3:1
4:1
5:1
You need to do something about it right now. It means that you spend too much
on acquisition as your new clients will never cover the amount you invest in
getting them in.
Your acquisition spend is optimised. However, some say that young startups
should not look at this ratio as a benchmark. While building your subscriber base,
you can accept 1:1 or even 1:2.
You should spend more on customer acquisition as you are not making the
most of your commercial potential.
15. POWERED BY HOSTED BY
So, how to strike the balance between acquisition and retention?
Acquiring a new customer is 5x as expensive as
retaining an acquired one
REDUCE CHURN
Sources used: NBRI, ChaoticFlow
Voluntary Churn Involuntary Churn
High Voluntary Churn Rate means that
subscribers either don’t like your product
or they like your competitors’ much more
Usually stems from payment-related
issues
COMMUNICATE
PROVIDE SUPPORT
BUILD A COMMUNITY
ACCOMPANY USERS THROUGHOUT
THE LIFECYCLE
AUTOMATE PAYMENTS
CHARGE CARDS SMARTLY
TRY CARD UPDATER SERVICES
COMMUNICATE (AGAIN)
16. POWERED BY HOSTED BY
Thank you
for your attention!
linkedin.com/company/straal
facebook.com/StraalPayments
@Straal_
17. POWERED BY HOSTED BY
MICHAŁ LEMAN
MANAGING DIRECTOR, FLIXBUS POLSKA
ABC OF CUSTOMER LOYALTY BY FLIXBUS = AI, BI, CUSTOMER HAPPINESS (NPS)
19. POWERED BY HOSTED BY
Loyal customer comes back because of
the quality & product not loyalty points!
Loyalty rewards means that your quality
& product are not good enough!
FlixBus provides regular transportation
product => customer loyalty is critical!
Quality
& product
focus
20. POWERED BY HOSTED BY
NPS – one of key targets
Six specific quality dimensions
150 thousand responses per year
NPS – one of key targets
Measured on ride level
Based on customer feedback
150 thousand responses per year
26. POWERED BY HOSTED BY
Industry Map
• ISV Recriutments
ZOFIA Store of The Future
• Microsoft presenting ZOFIA The Store
of the Future
Żabka Store of Tomorrow
• Customer Żabka presenting Store of
tomorrow
ZOFIA Industry Expiriece at StartBerry
• 40 ISV partners 3 zones Restaurant of
the future, fashion of the future,
grocerry of the future
29. POWERED BY HOSTED BY
Utilizesecure
device-
to-device
payment
MOBILE
CHECKOUT
Sendreal-time
offers&
notifications
basedon
customer
location
REAL-TIME
OFFERS
Retail App
Enjoy
20% Off
Our New
Line when
you buy 2
items
Enable
information-rich
experiencesin
store
DIGITAL/PHYSIC
AL INTEGRATION
Givesalesstaffthe
datatodelivera
personalized
in-storeexperience
EMPOWERED
WORKFORCE
Improveoperationsbyactingondatainsightsand
evolving
businesspracticestokeeppacewithrapidchange
ADVANCED
PLANNING
Empoweryourfield
teamswithmobile
devicesandapps
powerfulenoughto
handledaily
business
RETAIL
EXECUTION
Industry Map
Supply chain and mobile workers
Retail App
Welcome
valued
customer!
Sendreal-time
offers&
notifications
basedon
customer
location
REAL-TIME
OFFERS
Retail App
Enjoy
20% Off
Our New
Line when
you buy 2
items
20%
OFF
NEW!
$
Retail AppJack
et
Boo
ts
Dres
s
$
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$
TOTAL:
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Blue
Green
White
WISH LIST
WISH LIST
Retail App
Other
colors
available
PURCHASE
Boots $
BUY
ORDER PICKUP
INTERAC
TIVE
KIOSK
Twitter
Love these
shoes!
#Retailer
EmployeeApp
CLICK &
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Retail App
Retail App
`
Headquarters
Plastream
MovStat
Office 365
One2Tribe
Future Mind
MessengerFox
Office 365
Billenium
Nanovo
ShelfWise
NoaTech
Future Mind
Synerise
Synerise
Cloud on Mars
Spark Beyond
Synerise
Future Mind
Office 365
Cloud on Mars
Spark Beyond
Integrateclick-and-
collectandcustomer
wishlistsinto
inventorydecisions
REAL-TIME
INVENTORY
MANAGEMENT
Collectdatathroughcustomer
opt-intopersonalizethe
shoppingexperience
PERSONALIZATION
Gaugecustomer
sentiment&trends
throughsocialmedia
SOCIAL
ENGAGEMENT
59. POWERED BY HOSTED BY
LET’S HAVE SOMECOFFEE…
WE’RE BACK IN 15 MINUTES
SUPPORTED BY COVERED BY
60. POWERED BY HOSTED BY
Mehmet Ozer
STRATEGIC ACCOUNT MANAGER, INSIDER
GETTINGYOUR USERSOVERTHEWALL:
HOWTO BUILD LOYALTY IN SUBSCRIPTION-BASED BUSINESS
61. POWERED BY HOSTED BY
Outline
● Intro
● Wind of Change
○ the Traditional Monetization Model
● Where Do We Go From Here
○ New Monetization Models
● The Trade Off & The Solution
○ A Step In the Right Direction; New York Times (NYT)
○ An Example to Follow; Wall Street Journal(WSJ)
● About Insider
● Q & A
65. POWERED BY HOSTED BY
Traditional Monetization Model
Relying solely on ad revenue through
traditional advertising to drive business,
pay salaries and stay a float.
66. POWERED BY HOSTED BY
Dawn of a New Era; AdBlock
the procrastinator who wrote
the source code of Adblock
in 2002
Adblock gets its hands on
the source code in 2006.
68. POWERED BY HOSTED BY
New Monetization Models
● The affiliate link
○ effective and organic strategy when done successfully
● The native advertising
○ often proves to be more successful for both publishers and
advertisers
70. POWERED BY HOSTED BY
New Monetization Models
● Direct Sale approach
○ most straightforward
○ suffers from the possibility of a consumer finding the same
content for free
● Free at First(Freemium)
○ excellent strategy for short-term growth
○ unsustainable in the longer term
● Soft Paywall
○ free access to digital content for a limited time or for “x” number
of articles
71. POWERED BY HOSTED BY
What the heck is a paywall?
A paywall is a method of restricting access to content
via a paid subscription.
Beginning in the mid-2010s, newspapers started
implementing paywalls on their websites as a way to
increase revenue after years of decline in paid print
readership and advertising revenue.
72. POWERED BY HOSTED BY
A Step In the Right Direction; NYT
New York Times Model
● Step 1: 5th article
● Step 2: 9th article
● Step 3: 10th article
● Step 4: 10 items consumed, mandatory to
subscribe
73. POWERED BY HOSTED BY
an Example to Follow; WSJ
● Subscription prediction model that allows WSJ to show; different
visitors, who have different likelihoods of subscribing, different levels
of access to its site.
● Non-subscribed visitors to WSJ.com each receive a propensity score
based on more than 60 signals
74. “Your first exposure isn’t going to get you to pay $40 a
month. Instead, think about where customers are in
the journey and create an experience that meets
that journey.”
POWERED BY HOSTED BY
an Example to Follow; WSJ
Karl Wells
GM Wall Street Journal Membership, Subscription
Sales and Marketing
75. POWERED BY HOSTED BY
Likelihood to Engage
Recency
Content
Categor
y
Landing
Page Type
Frequenc
y
Session
Duratio
n
Pageview
/Session
Device
Type
Traffic
Chann
el
Ad
Impression
s
Reading
History
76. POWERED BY HOSTED BY
Likelihood to Engage; High
Visit
frequency
Device
Type
Traffic
Channel
Pageview
/Session
77. POWERED BY HOSTED BY
Likelihood to Engage; User Based Scoring
0
10050
Free Content
X Free Content
Left
Splash Screen
Ask for Subscription
X
Threshold is auto
adjusted and tested
by the algorithm for
optimization
79. About Insider
Insider Growth Management Platform (GMP) helps digital marketers drive
growth across the funnel, from Acquisition to Activation, Revenue, and
Retention from a unified platform powered by Artificial Intelligence and
Machine Learning.
POWERED BY HOSTED BY
Team
Members
400+ Offices
19 Continents
4
Google Technology Partner in
the area of Website Optimization
Backed by Sequoia Capital
(Investor of top tech firms
like Facebook, Whatsapp,
Instagram, Google, and etc)
80. POWERED BY HOSTED BY
Top brands all over the world trust Insider with their digital
growth
82. POWERED BY HOSTED BY
MICHAŁ SZKLARSKI
HEAD OF DIGITAL SOLUTIONS, E-POINT
HOWTOTUNEYOUR E-COMMERCETO PWA
(PROGRESSIVEWEB APP)?
83. How to tune your
e-commerce to
PWA (Progressive
Web App)?
POWERED BY HOSTED BY
84. About me
Michał Szklarski
Head of Digital Solutions
+48 512 152 876
mszklarski@e-point.pl
➔ CyberSec
➔ Startups
➔ e-commerce @ e-point
➔ Research&Developme
nt: PWA, hybrid apps,
payments
POWERED BY HOSTED BY
91. POWERED BY HOSTED BY
Downloading and
installation
First open
Registration / other key activity
Usage - user retention
Searching
Awareness
92. POWERED BY HOSTED BY
Monitoring user
behaviors (feedback)
Performance - loading and
working (reaction time)
Quality, stability
Frequent and continuous
updates + bug fixes
Seamless work on many
types of devices
Simplicity in
construction,
minimalism in UI
How can we improve customer retention?
93. POWERED BY HOSTED BY
0 2 4 6 8 10 12 14
Szacowany czas ładowania strony (w
sek.)
Pre-bounce rate: how many customers will resign when loading
time is about...
100
%
80
%
60
%
40
%
20
%
0
%
94. POWERED BY HOSTED BY
If your e-commerce makes 10k EUR daily,
then 1 second of delay in reaction time might be worth a 250k EUR loss for your e-
business.
7% conversion rate
loss
1 second
of delay in reaction time of e-commerce might
cause...
103. POWERED BY HOSTED BY
Engagement vs. discoverability
Engagement
Discoverability
Mobile webpagesApps
104. POWERED BY HOSTED BY
Fast, reliable and working off-line
Near-instant loading. (less than 2 sec. if service
workers used). Loads instantly even if offline. Uses
pre-prepared screens or cached information to
provide operability.
Installable
Doesn’t need to be installed via App/Play Store. From
your web browser you can add it via quick action - add
to home screen.
Loads as quickly as standard desktop or mobile
application.
Mobile-first focused
Mobile first approach - flexible UX, tailored for
smaller screens and gestures. As native-like as
possible, this is main goal.
PWA - web as application
PWA - Progressive Web
App is a site which uses
state of the art
technologies to make an
app look and feel like a
fast, pre-downloaded
desktop or mobile
application.
110. POWERED BY HOSTED BY
Case I
FULL PWA & MOBILE
EXPERIENCE
For complex/high performance needs &
solutions
● Assumes replacement of existing site/application interface with
customized version based on front-end frameworks (Angular,
React, Vue)
● Intended for implementation in following application spaces:
○ Customer Service
○ Transaction processing systems
○ News portals
○ Business / Customer B2B Interface
111. POWERED BY HOSTED BY
Case II
PWA TUNING
of existing Site/App - baseline
PWA● Based only on your existing site/www app
● 3 main phases & key deliverables:
○ Situation analysis, PWA audit (Lighthouse) & findings report
○ Adaptation of existing interface to PWA requirements
○ Post-implementation report, site monitoring & „best practices”
suggestions
112. POWERED BY HOSTED BY
Alibaba.com
Alibaba.com is the world’s largest
online business-to-business (B2B)
trading platform, serving 200+
countries over multiple regions.
After upgrading to PWA
(Progressive Web App),
Alibaba saw up to 74%
increase in total mobile
conversions
113. POWERED BY HOSTED BY
George.com is a leading UK clothing
brand, part of the Walmart group.
After upgrading to PWA, George.com
experienced:
★ 3.8x - faster average page load
times
★ 2x - fewer
rejections/”bounces”
★ +31% - increase in site
conversion rate
114. POWERED BY HOSTED BY
Konga
Launched in 2012, Konga is a leading e-
commerce website in Nigeria that sells
everything from books to fridges to mobile
phones . Site serves around 1,000,000
users monthly. After migrating to PWA,
Konga saw:
★ 92% less data used in first load vs.
native app
★ 82% less data used to complete
transaction vs. native