convert high value visitors to happy customers...anywhere

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Convert High Value Visitors to Happy Customers.anywhereKelly Brashear, LivePersonBut what is the online shopping experience today? There is Mass Digital Adoption

http://www.youtube.com/watch?v=3Sk7cOqB9Dk | Page # 62% of gen y are digital by choice (lp customer survey)Digital journeys brokentwo-thirds of the decisions customers make are informed by the quality of their experiences all along their journey (McKinsey Quarterly, April 2013)Cart abandonment - 68%, Global retailer cart abandonment $3 trillion loss (econsultancy)71% say their time is the most important element to provide when providing good service (LP)Have to SearchThus, search is king in ecommerce, amazon and google get most product / category searches vs homepages - is the de facto default as digital commerce and service is not intuitive, easy, products hard to find, pricing, promo, shipping, extra info, specs, reviews, check out Search is also expensive as of clutter and immediate want to find and due to inefficiency of ecommerce multiple paths to purchase today clutter driven searchSo search lacks the stage to engage brand to the customer, unfortunately it is about spreading keywords and quick hits vs real connectionContext is missing46% of U.S. consumers say they've showroomed, but an even higher proportion (69 percent) say they've webroomed. (Harris Poll )88% of shoppers regularly webroom while only 76% showroom, according to a recent study from Interactions.41% of revenue comes from 8% , who are repeat/return shoppers (Source: Adobe Digital Index Report: The ROI from Marketing to Existing Online Customers. Q2 2012 (USA).)OmnichannelBy 2017, Forrester predicts that 60% of retail sales will be either transacted directly on PCs, phones, or tablets or else influenced by research on those devices46% of U.S. consumers say they've showroomed, but an even higher proportion (69 percent) say they've webroomed.Visitors chatting with an agent are 3 times more likely to purchase. EU: for every $1 spent online, $5 spent in store followoing web based research (forrester)Instore=/ onlineIntent?89% of consumers leaving a company, cite poor service as the reason (Forrester 2013)40% of consumers post reviews online after a poor service experience (Tech Journal 2013)Call when complex79% inquiries require resolution over the phone (forrester 2013), 58% of calls originate from digitalOnboarding incentiveDisconnected CustomerDigital transformation

Digital journeys brokenHave to searchLack contextIn-store /= onlineOmni channelOnboarding incentiveCall when complexCustomersBrandDigital natives: I will reach you whenever/however I want to, but you can reach me only when I want you to 62% of Gen Y

New social contract emergingConnected Customer

| Page # 62% of gen y are digital by choice (lp customer survey)Digital journeys brokentwo-thirds of the decisions customers make are informed by the quality of their experiences all along their journey (McKinsey Quarterly, April 2013)Cart abandonment - 68%, Global retailer cart abandonment $3 trillion loss (econsultancy)71% say their time is the most important element to provide when providing good service (LP)Have to SearchThus, search is king in ecommerce, amazon and google get most product / category searches vs homepages - is the de facto default as digital commerce and service is not intuitive, easy, products hard to find, pricing, promo, shipping, extra info, specs, reviews, check out Search is also expensive as of clutter and immediate want to find and due to inefficiency of ecommerce multiple paths to purchase today clutter driven searchSo search lacks the stage to engage brand to the customer, unfortunately it is about spreading keywords and quick hits vs real connectionContext is missing46% of U.S. consumers say they've showroomed, but an even higher proportion (69 percent) say they've webroomed. (Harris Poll )88% of shoppers regularly webroom while only 76% showroom, according to a recent study from Interactions.41% of revenue comes from 8% , who are repeat/return shoppers (Source: Adobe Digital Index Report: The ROI from Marketing to Existing Online Customers. Q2 2012 (USA).)OmnichannelBy 2017, Forrester predicts that 60% of retail sales will be either transacted directly on PCs, phones, or tablets or else influenced by research on those devices46% of U.S. consumers say they've showroomed, but an even higher proportion (69 percent) say they've webroomed.Visitors chatting with an agent are 3 times more likely to purchase. EU: for every $1 spent online, $5 spent in store followoing web based research (forrester)Instore=/ onlineIntent?89% of consumers leaving a company, cite poor service as the reason (Forrester 2013)40% of consumers post reviews online after a poor service experience (Tech Journal 2013)Call when complex79% inquiries require resolution over the phone (forrester 2013), 58% of calls originate from digitalOnboarding incentive

47% of ecommerce revenue - multiday purchase process 65% of total revenue - of more than one step (google)________________________________________________________________________________________________________________________| Page # Digital journeys brokentwo-thirds of the decisions customers make are informed by the quality of their experiences all along their journey (McKinsey Quarterly, April 2013)Cart abandonment - 68%, Global retailer cart abandonment $3 trillion loss (econsultancy)71% say their time is the most important element to provide when providing good service (LP)Have to SearchThus, search is king in ecommerce, amazon and google get most product / category searches vs homepages - is the de facto default as digital commerce and service is not intuitive, easy, products hard to find, pricing, promo, shipping, extra info, specs, reviews, check out Search is also expensive as of clutter and immediate want to find and due to inefficiency of ecommerce multiple paths to purchase today clutter driven searchSo search lacks the stage to engage brand to the customer, unfortunately it is about spreading keywords and quick hits vs real connectionJourney: Awareness->consideration->evaluation->purchase: often relies on multiple touch points that include several assisting interactions via social media, display ads, email, search, and referrals. In fact, research conducted by Google has found that 47% of ecommerce revenue comes as the result of a multiday purchase process and 65% of total revenue comes from purchase processes consisting of more than one step.Connected Customer Digital transformationNew social contract emerging

AcquisitionTarget Customer shows intent I am ready to buy by myself, but cant or wontServiceTarget Customer shows intent I am ready to serve / transact by myself, but cant or wont

52% very likely to abandon if cannot find quick answers| Page # E-commerce is growing at double-digit rates in the United States and most European countries, and it is booming across Asia. (mckinsey)

Disconnected CustomerDigital transformation

ServiceTarget Customer shows intent I am ready to serve / transact by myself, but I cant or wont

AcquisitionTarget Customer shows intent I am ready to buy by myself, but I cant or wontReady to connect / engage nowReady to connect / engage now| Page # Service58% of calls originate from digital41% of those easily avoided by digital adoption programs

Four Areas of TransformationDigital transformationPeopleAgents, In StoreDataConversation, InsightsProcessBest Practices

Digital technologyCustomer Journeys

| Page # Another Wells statistic: 80 percent of banking interactions are self-service, including everything from ATMs to automated checking of balances on the phone to spiffy new stuff like mobile checkscan

How to Get More Customers of Higher ValueDigital transformationAdding the human touch to the new customer journeyVisitors

Digital properties

PurchaseDrive Value

People | Page # Digital marketing journiesMobileSocialSEOSearch paidLanding pagesMany paths to purchase

Digital omnichannel: Pc, laptop, ipad, mobile, In-store touching properties digital and offsite

Last:Chat in store, tablet tech THD guyNomad on fly tabletTellers at bankAgentsSales folks on the fly

In store personSales personAgent sales, serviceAcross the entire customer journey, every touchpoint is a brand experience and an opportunity to engage the consumerand digital touchpoints just keep multiplying. To maximize digital channels, companies need to focus on improving their 3-D capabilities.

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| Page # When stakes are high Engage Live

Visitors

Self-Serve

Purchase

Complete Transaction

intend to buy but dontIntend to buy but need help

Purchase

Just Browsing

Abandon Cart

Leave

Complete Transaction

RightEngagement| Page # Businesses using LiveEngage see:20% increase in conversions 35% increase in average order values.Decrease handling costs by as much as 80%While Providing higher levels of digital customer experience

Show meaningful connections what we do as a company serving youScript will help what to tell

Increase Conversions and Reduce BounceVisitor searches for commoditized productClicks on paid search ad

Live help addressing visitor needs and intentions

Rich media assists in sales closure

| Page # When a customer searches for a commodity product, they are most likely comparing the products on your store to your competitors. When you have already invested marketing dollars to bring this customer to your website, us