WHY ARE PEOPLE ABANDONING ONLINE JOURNEYS? HOW TO GUIDE CUSTOMERS TO - PowerPoint PPT Presentation

WHY ARE PEOPLE ABANDONING ONLINE JOURNEYS? HOW TO GUIDE CUSTOMERS TO KEEP THEM ENGAGED Luke Martin, Director Solution Consulting, Moxie T echnology

WE N O W L I V E I N A G U I D E D E C O N O M Y # b e t h e r e

WE A R E L I V I N G I N A D I F F E R E N T E R A 2005 2007 1995 2013 1990 1998 2015 2019 Google maps iPhone launch Amazon & Ebay Social infmuenced Email used Google Guided MS Azure for business launch buying decisions Launched Economy Machine learning

“TELL ME SOMETHING USEFUL BEFORE I EVEN REALISE I NEEDED TO KNOW”

CUSTOMERS NOW EXPECT GUIDED EXPERIENCES EVERYWHERE Ongoing Memorable Proactive Anywhere Guided Relationships Experiences Engagements Connections Moments

LOGOstores

Additional costs are too high Had to create an account Long or complex process Cannot see total costs Lack of trust REASONS FOR ABANDONING Website errors or crashes Delivery too slow Returns policy Lack of payment options Card declined

Additional costs are too high Had to create an account Long or complex process Cannot see total costs Lack of trust REASONS FOR ABANDONING Website errors or crashes Delivery too slow Returns policy Lack of payment options Card declined

GUIDED EXPERIENCE DATA Customer Journey Data Voice of the Customer Data Location Data Engagement Data Device Data

GUIDED EXPERIENCE DATA N e w Wo r l d O l d Wo r l d I n s i g h t & A c t i o n s C o l l e c t i o n & R e p o r t i n g P u r c h a s e P r o p e n s i t i e s S t a t i c C u s t o m e r R e c o r d V i s i t o r B e h a v i o r We b s i t e A n a l y t i c s A b a n d o n m e n t T r i g g e r s S t o r e d I n t e r a c t i o n H i s t o r y C o n t e n t R a t i n g s N e x t B e s t A c t i o n

• Understand & map the “Job to Be Done” TIPS FOR • Develop data insights to understand efgectiveness DEVELOPING GUIDED ENGAGEMENT • Co-Create solutions with customers • Choose capabilities that are fmexible to design & develop

Consideratio Awarenes Conversion Service Drive T raffjc s Phase n Phase Phase Phase Your Conversion Use Case Your Awareness Use Case Checkout *Add to or Sign-Up Cart Digital Marketing Your Consideration Use Case Your Service Use Case The process of working Does this company Can I fjnd a the cash Paid / Organic / ofger a product or service register or Returns and *Retail only Social, Content relevant good that meets my signing up for technical signifjes Marketing or service? needs? a service support intent to buy

FOCUS ON HIGH VALUE MOMENTS REDUCE BOUNCE NUDGE OVER TARGETTED FAQS ESCALATE TO A RATE WITH STRUGGLE POINTS HUMAN WELCOME MESSAGES

• Simplify product confjguration User specifjc messaging WISMO

Contextually engage visitors on any device Identify and proactively serve answers to common questions at key hesitation and struggle BEST PRACTICES points IN THE GUIDED ECONOMY Help visitors self-serve along the journey Ofger live assistance for high- value engagements

COME & SEE US AT BOOTH R10