Upload
others
View
5
Download
0
Embed Size (px)
Citation preview
How Can I Help you Today? How to Humanize the Purchase Journey
1 0
Join the discussion after the session: @dotMailer | #dotMailerImagine
• Global Email Service Provider
• eCommerce pedigree
• Automation for online retail
Who is dotMailer?
The growth of online – U.S
16% Growth
$434b Online Sales
2017
$225b Online Sales
13% Growth
Join the discussion: @dotMailer | #dotMailerImagine
2012
Source: Internet Retailer
Humanizing the Online Experience
Join the discussion: @dotMailer | #dotMailerImagine
• A customer experience
• A brand opportunity
• A chance to connect
Shopping is…
5 Join the discussion: @dotMailer | #dotMailerImagine
Seize the opportunity online
33% 29% 14%
If someone says hi don’t ignore them!
If someone adds products to their basket and drops
it, help them!
67% open rate and 33% CTR
from welcome messages
If someone places an order, say thank you –
encourage them to come back
Sales recaptured through a three step abandoned
cart program
Winback with a promo code sent during
order confirmation
Join the discussion: @dotMailer | #dotMailerImagine
Source: dotMailer Internal
• People like talking about themselves!
• Act on behavior not just answers
• Service & Satisfaction
• Make it useful
Questions, Questions, Behavior?
Join the discussion: @dotMailer | #dotMailerImagine
• Treat people differently
• Friends, Family & Strangers
• Tailor the experience
• Make people feel special
Personalization
Join the discussion: @dotMailer | #dotMailerImagine
• Stand out from the crowd
• Consider your persona
• Always add value & build trust
ROR – Return on Relationship
Join the discussion: @dotMailer | #dotMailerImagine
A 5% increase in retention yields
profit increases of 25 to 100%.
Repeat customers spend, on average,
67% more than new customers Source: Bain and Company
Join the discussion after the session: @dotMailer | #dotMailerImagine
• The dotMailer way
• Time and Resource – 2 biggest excuses
• Time to Test
• Optimization
Think Big, Start Small, Scale Quickly
Join the discussion: @dotMailer | #dotMailerImagine
1. Welcome
2. Abandoned cart
3. Post purchase
Take away
Join the discussion: @dotMailer | #dotMailerImagine
1. Welcome
• Sign-up Vs Account? Multi Step, Branched?
2. Abandoned cart
• Customers Vs Guests, Top Customers
3. Post purchase
• New purchasers Vs Veterans,
• Dynamic Content & Seasonal Imagery
Take away
Join the discussion: @dotMailer | #dotMailerImagine
“Historically, our number-one growth driver has
been from repeat customers and word of mouth”
Tony Hsieh, Zappos
Join the discussion: @dotMailer | #dotMailerImagine
350 7th Avenue New York 10001 (+1) 212 971 9408 www.dotMailer.com
Thank you!
Any questions?
Come and visit us at Booth #72
Join the conversation at: