Customer Service, Evolved! - Magento · © 2017 Magento, Inc. Customers would not shop your brand...
Transcript of Customer Service, Evolved! - Magento · © 2017 Magento, Inc. Customers would not shop your brand...
© 2017 Magento, Inc.
Customer Service, Evolved!
© 2017 Magento, Inc.
Ron BongoCEO
Ryan LeffelSr. Dir. Retail Strategy &
Creative Services
© 2017 Magento, Inc.
Customers would not shop your brand
after two negative experiences60%
© 2017 Magento, Inc.
Want to save other customers from
having the same experience
Why do customers post negative
feedback?
76%
Want brands to be more upfront and
honest
50.7%
© 2017 Magento, Inc.
… about a product: …about customer service:
68%
61% Leave a review
58% Tell a Friend
31% Post on Social Media
54% Contact the company
31% Leave a review
Tell a Friend52%
27% Post on Social Media
How do customers complain?
Contact the company
© 2017 Magento, Inc.
Would you avoid a brand because of a bad
review in social media or in a review
Website?
80.4%yes
90.05%yes
Social Media
Review Website
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Of consumers say they trust online
reviews as much as personal
recommendations
Source: BrightLocal
88%
© 2017 Magento, Inc.
Poor quality product
Reviews that would cause a customer not to
shop with a brand
87%
86% Hidden fees
83% Product is not as described
Customer Service vs.
Customer Engagement
© 2017 Magento, Inc.
• Improves brand loyalty
• Increases customer retention
• Creates brand advocacy
• Increases sales
• Creates market differentiation
• Lifts reputation
Customer Engagement, Benefits!
© 2017 Magento, Inc.
“Customers shop brands, not channels
or touchpoints.” - Steve Dennis, Forbes
Of retail sales still happen in a physical store
Source: A.T. Kearney
92%
66%
Of customers prefer to use both stores and online in their journey
Of customers purchasing online use a physical store before or
after
55%
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Favorite
reasons to shop
in-store, by
gender
Favorite
reasons to
shop online, by
gender
How People Shop
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• Hire brand ambassadors in their
stores
• Highest focus is customer
engagement by integrating
physical and digital channels
Zumies
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• Omnichannel
• Guide shops
Bonobos
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• “Sales Assist” in-store
clienteling app
• On 3,700 iPads in Boots
stores
Boots
Deeper Engagement Online
© 2017 Magento, Inc.
Larger images can also boost conversions significantly63%
Of e-commerce website shoppers say the product image
is very important when making their purchase decision.70%
74% Of the customers who do not buy online, express their fear that the
product they receive at home is not the same as they see in the pictures.
Great Imagery
© 2017 Magento, Inc.
Tell Your Story
82%
72%
Of consumers have a more positive opinion about a
company after reading custom content.
Of customers believe they form a relationship with a
brand as a result of custom content.
© 2017 Magento, Inc.
“Contextual commerce” is the potentially game-
changing idea that merchants can seamlessly
implement purchase opportunities into everyday
activities and natural environments. In other words,
people can buy anything, anytime, anywhere, with
the click of a button … or even just their voice.”
- techcrunch
Key Takeaways
© 2017 Magento, Inc.
• Create innovative ways to deepen customers engagement
• Take a holistic view of your customer engagement strategy and budget
• Deeper engagement keeps customers on your shopping path
• It’s your brand, show it off!
• Understand who your customer is, and what they need
Takeaways
© 2017 Magento, Inc.
Thank you.
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