g/o sales summit: the new buying journey for retailers
TRANSCRIPT
2016 Sales Leadership Summit Powered by G/O DIGITAL 1#GoSummit2016
The New Buying Journey For Retailers
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US Consumers are Big Spenders
Total Retail Sales (billions)
2014 $4,632.29
2015 $4,785.15
2016 $4,952.63
2017 $5,125.98
2018 $5,300.26
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Why do consumers buy?
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“People don’t want to buy a quarter-inch drill. They want a quarter-inch hole.”
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–Theodore Levitt
InvolvementPerceived Importance
Risk ($$$)
Psychological factors shape buying habits
Rational/Emotion
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Everything starts with a need
of shoppers research online before buying81%
Retailing Today, 2014
Using search engines
Comparing product prices
Reading user reviews
Visiting multiple online
stores
Reading product
information
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i
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The customer journey has changed
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How Mobile Fits Into The Consumer Purchase Journey
45%
37%
24%
Consideration
Research
Validation
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It is a complex world for marketersOffline, online, mobile and social marketing all influence a buyer before a sale,
making it difficult for retailers to find success in this complex, new world.
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In this complicated purchasing environment, what can you do?
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Agenda
Understand influencers and how they differ across purchase types
Learn about purchase types and how they relate to your retail clients
Use purchase behaviors to guide your marketing strategy
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Influencers
Purchase Types
Application
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What influences a purchase?
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Content/educational information Business differentiators
Loyalty Reviews and referrals
Price incentives Location
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Influencers
Purchase Types
Application
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The Four Purchase Types
Invo
lvem
ent/R
isk
Emotional
Complex
Impulse
Sensible
Routine
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Business Differentiators
Price Incentives
Reviews and Referrals
Loyalty
Location
Content/Education
SENSIBLE IMPULSE
ROUTINE COMPLEX
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Complex PurchaseBuying Cycle: Long, No repeat customers
Top Influencers:
Examples: Buying a new computer, appliances or fine jewelry
1. Content/educational information
2. Business differentiators
3. Reviews and referrals
4. Price incentives
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Sensible PurchaseBuying Cycle: Medium-long, Repeat Customers
Top Influencers:
Examples: Choosing a mattress or rent to own home furnishing
1. Reviews and referrals
2. Business differentiators
3. Loyalty
4. Price incentives
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Routine PurchaseBuying Cycle: Short, Repeat customers
Top Influencers:
Examples: Buying cosmetics, toothpaste or pet supplies
1. Loyalty
2. Location
3. Price incentives
4. Business differentiators
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Impulse PurchaseBuying Cycle: Short, opportunity for repeat customers
Top Influencers:
Examples: buying pair of shoes, holiday décor or a video game
1. Price incentives
2. Location
3. Reviews and referrals
4. Business differentiators
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Influencers
Purchase Types
Application
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Why do marketing campaigns fail?
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• You need to understand their product
• You need to understand their audience
How do you determine what kinds of purchases happen at your client’s business?
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How can purchase types help you identify your client’s messaging and platforms?
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Ask the right questions
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What you need to know:
ü Do you often have repeat customers?
ü How often to people purchase from your business?
ü Do people often research your product versus a competitor’s before buying?
ü Do people buy your product/service on a whim?
ü What makes you different and better than a competitor?
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What influences a purchase?
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Content/educational information
Business differentiators
Loyalty
Price incentives
Reviews and referrals
Location
Does the business have enough information online to answer my questions?
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What influences a purchase?
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Content/educational information
Business differentiators
Loyalty
Price incentives
Reviews and referrals
Location
What incentives does the business offer to loyal customers?
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What influences a purchase?
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Content/educational information
Business differentiators
Loyalty
Price incentives
Reviews and referrals
Location
What specials or deals is the business currently offering?
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What influences a purchase?
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Content/educational information
Business differentiators
Loyalty
Price incentives
Reviews and referrals
Location
What sets the business apart from their competition?
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What influences a purchase?
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Content/educational information
Business differentiators
Loyalty
Price incentives
Reviews and referrals
Location
What are other people saying about the business?
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What influences a purchase?
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Content/educational information
Business differentiators
Loyalty
Price incentives
Reviews and referrals
Location
Is the businessconveniently located?
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You want to work backwards
• A way of reverse-engineering identification of your clients target audience
• By knowing what kind of purchases happen at your client’s business, you can more effectively market to consumers on the front end
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People are always on, always connected
Businesses have to be there for the:
I-want-to-know moments
I-want-to-do moments
I-want-to-buy moments
I-want-to-go moments
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How do you market to each purchase type?
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Complex Purchase
Create a value proposition
Craft content and messaging around your customers’ long
buying journey
Make your business easy to find — anywhere, anytime
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1 2 3
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Sensible Purchase
Be found online Identify and promote what makes your business unique
Establish a system for reputation management
and reviews
1 2 3
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Routine Purchase
Stay top of mind Continually grow your customer base through email
Differentiate your business by creating a two-way
relationship
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1 2 3
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Impulse Purchase
Define your target audience and get in
front of them
Keep messaging relevant for
a personal touch
Craft messaging that inspires action
1 2 3
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Focus on the customer’s purchase journeyIt will look different for every business.
agree that the quality, timing, or relevance of a company's message influences their perception of a brand.*
*Google, 2015
69
AWARENESS CONSIDERATION PURCHASE RETENTION ADVOCACY
%
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By focusing on the consumers, your client's business can find, connect and engage with
prospects and drive results
At the right time
On the right device
With the right message
Through the right platform
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Recap
Understand influencers and how they differ across purchase types
Learned about purchase types and how they relate to your retail clients
How to use purchase behaviors to guide your marketing strategy
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• Watch our video for more information on purchase types
• Have your prospects take our quiz to define the purchase types at their business
• Implement our top tips across the marketing strategies you’re pitching
What can you do tomorrow?
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http://www.godigitalmarketing.com/learn/video/what-is-your-purchase-type