next advancements in clienteling with microsites
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The Next Evolution of Clienteling Using e-‐Commerce Microsites
By using e-‐commerce microsites to create custom storefronts for each customer, consumers are treated to an authentic and relevant e-‐commerce experience. Microsites provide personalization and merchandising tools for retailers’ e-‐commerceoffering.
Multiple Paths to Purchase
CustomerEngagement
Multiple System of Records
Item Inventory Customer &Order
Payment
Brick & Mortal Point of Sale Physical Physical Physical Physical
Online (desktop and mobile)
e-‐Commerce Platform Virtual Virtual Virtual Virtual
Market PlaceMarket Place Platform Virtual Virtual Virtual Virtual
Customer Call Center
OMS Virtual Virtual Virtual Virtual
Path to Purchase
Advancements in Point of Sale Software
Evolution of Point of Sale Hardware and Software have been tightly coupled in order to process a Sales Receipt
From Pencil and a Pad of Paper to cloud computing and an iPad
Clienteling for Small Business
• According to KISSMetrics, 71% of consumers have stopped buying from a company because of poor customer service. Whether or not you tell your customers that you care about their experience with your brand, their perception is reality when it comes to your bottom line.•While it’s common knowledge that customer retention is much cheaper than finding new customers, many (perhaps most) companies focus on customer acquisition, even though it’s around 7 times more expensive.
Microsites for Clienteling
Microsites are unique (customized) webstores that are specific to a customer or group of customers. It is a n:N strategy vs 1:N.
Traditional Website (1:N)
• Typical Conversion 1% to 2%• 1M Site Visits/Month = 10,000 to 20,000 orders• AOV = $150.00• Total Revenue = $1.5M to $2.0M Per Month• $18M to $24M in annual revenue
Microsites for Clienteling
Microsites are unique (customized) webstores that are specific to a customer or group of customers. It is a n:N strategy vs 1:N.
Microsite Webstores
• Typical Conversion 10% to 50%• 1,000 Sales Associates • 250 Webstore x 1,000 Sales Associates = 250,000 Webstores• AOV = $150 • $3.75M to $18.74M (10% to 50%)• Assumes AOV is equal to website