creating an omnichannel retail experience that builds loyalty
TRANSCRIPT
Connecting the dots: Creating an omnichannel retail experience that builds loyalty
Stephanie Kershaw
4th May 2016
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Agenda • What do we mean by Omni
Channel?• Customer Journeys• Client examples • Tools to help
Slide 3Connecting the dots
What do we mean by omnichannel?
7.5%9.5%
89%30%
Slide 4Connecting the dots
The omnichannel marketing hype
“Big data driven hyper-personalized omni-channel contextual customer
experiences delivered by cloud based marketing automation solutions”
Slide 5Connecting the dots
The omnichannel marketing reality
“Blah blah driven blah-blah blah-blah blah customer blah delivered by blah blah blah
blah solutions”
Slide 6Connecting the dots
Hype
“Big data driven hyper-personalized omnichannel contextual customer
experiences delivered by cloud based marketing automation solutions”
Slide 7Connecting the dots
Hype
“Big data driven hyper-personalized omni-channel contextual customer
experiences delivered by cloud based marketing automation solutions”
Slide 8Connecting the dots
Back to the Future…omni-channel customer experiences…
Right Message
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Back to the Future…omni-channel customer experiences…
Right Message and Right Channel
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Back to the Future…omni-channel customer experiences…
Right Message and Right Channel
Big data driven hyper-personalized …
Right Person
Slide 11Connecting the dots
…omni-channel customer experiences…
Right Message and Right Channel
Big data driven hyper-personalized …
Right Person
…marketing automation… Right Time
Back to the Future
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Considering the buyers journey
Slide 13Connecting the dots
Acquisition1. Pop overs
2. E-receipts
3. Social media
4. Surveys
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RemarketingMinimize negative cost factors:
1. Consider free delivery
2. Offer a discount
3. Sent a prompt
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Conversion 1. Be where they are
2. Use your existing touchpoints
- welcome/new subscribe
3. Tailored content
4. Incentives
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Retention1. Follow it up.2. Put yourself in their shoes3. Mix it up a bit4. They review. You re-new!
5. Time is a great healer
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Client examples
Slide 18Connecting the dots
SlendertoneCASE STUDY
• Combines data from the Connect Abs wearable, the Connect App into dotmailer • Keeping customers engaged after their wearable device purchase. • 3 touch campaign encompassing email, landing pages
Results:• 21% success rate in encouraging
people to come back and use the belt
Slide 19Connecting the dots
ElemisCASE STUDY
• International skincare brand – (1600+ spas & salons worldwide)
• Aim to emulate the instore experience of talking with a salesperson
• Using custom variables and rich media
Results:• 30% increase in conversion by adding guided
content over and above faceted navigation• 27% increase in revenue driven by automated
campaigns within six months of launch
Slide 20Connecting the dots
ScrewfixCASE STUDY
• Screwfix is the UK's largest multi-channel supplier of Trade Tools, Plumbing, Electrical, Bathrooms and Kitchens.
• With over 30 years’ experience in the industry, they dispatch tens of thousands of parcels every week for next day and weekend delivery to tradesmen, handymen and serious DIY enthusiasts all over the UK.
Results • Sales growth of 27.9 % in 6 months• Store numbers up by a third
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Some tools you can use
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Omnichannel marketing:• Channel Extensions
- Automate marketing across multiple channels including email, SMS, direct mail, phone-calls and the web
• Integrate with your CRM or ecommerce platform
- The more data you have on your customers the better and integrations allow lots of data to be captured
• Get visibility of where customers are interacting and the ability to engage with them on that channel
- Collate browser behaviour, from the duration of their visit, the pages they’ve looked at to the device they used to get there, dotmailer stores this insight for you to use to build powerful customer segments
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Thank you
Questions?