SLIDE 1
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 - - 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
SLIDE 2
SLIDE 3
SLIDE 4
SLIDE 5
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
1995 Amazon & Ebay launch 2013 Social infmuenced buying decisions 2019 Guided Economy 1990 Email used for business 2007 iPhone launch 1998 Google Launched 2015 MS Azure Machine learning 2005 Google maps
SLIDE 6
“TELL ME SOMETHING USEFUL BEFORE I EVEN REALISE I NEEDED TO KNOW”
SLIDE 7
SLIDE 8
SLIDE 9
SLIDE 10
SLIDE 11
SLIDE 12
SLIDE 13
CUSTOMERS NOW EXPECT GUIDED EXPERIENCES EVERYWHERE
Ongoing Relationships Memorable Experiences Proactive Engagements Anywhere Connections Guided Moments
SLIDE 14
SLIDE 15
SLIDE 16
SLIDE 17
LOGOstores
SLIDE 18
REASONS FOR ABANDONING
Additional costs are too high Had to create an account Long or complex process Cannot see total costs Lack of trust Website errors or crashes Delivery too slow Returns policy Lack of payment options Card declined
SLIDE 19
REASONS FOR ABANDONING
Additional costs are too high Had to create an account
Long or complex process
Cannot see total costs Lack of trust Website errors or crashes Delivery too slow Returns policy Lack of payment options Card declined
SLIDE 20
GUIDED EXPERIENCE DATA Customer Journey Data Voice of the Customer Data Location Data Engagement Data Device Data
SLIDE 21
GUIDED EXPERIENCE DATA
O l d Wo r l d C
- l
l e c t i
- n
& R e p
- r
t i n g S t a t i c C u s t
- m
e r R e c
- r
d We b s i t e A n a l y t i c s S t
- r
e d I n t e r a c t i
- n
H i s t
- r
y N e w Wo r l d I n s i g h t & A c t i
- n
s P u r c h a s e P r
- p
e n s i t i e s V i s i t
- r
B e h a v i
- r
A b a n d
- n
m e n t T r i g g e r s C
- n
t e n t R a t i n g s N e x t B e s t A c t i
- n
SLIDE 22
TIPS FOR DEVELOPING GUIDED ENGAGEMENT
- Understand & map the “Job to Be
Done”
- Develop data insights to
understand efgectiveness
- Co-Create solutions with customers
- Choose capabilities that are fmexible
to design & develop
SLIDE 23
Drive T raffjc Awarenes s Phase Consideratio n Phase *Add to Cart Checkout
- r Sign-Up
Paid / Organic / Social, Content Marketing
Does this company
- fger a
relevant good
- r service?
Can I fjnd a product or service that meets my needs? *Retail only signifjes intent to buy The process
- f working
the cash register or signing up for a service
Digital Marketing
Conversion Phase Service Phase
Returns and technical support Your Awareness Use Case Your Consideration Use Case Your Conversion Use Case Your Service Use Case
SLIDE 24
FOCUS ON HIGH VALUE MOMENTS
REDUCE BOUNCE RATE WITH WELCOME MESSAGES NUDGE OVER STRUGGLE POINTS TARGETTED FAQS ESCALATE TO A HUMAN
SLIDE 25
- Simplify product confjguration
User specifjc messaging WISMO
SLIDE 26
BEST PRACTICES IN THE GUIDED ECONOMY
Contextually engage visitors on any device Identify and proactively serve answers to common questions at key hesitation and struggle points Help visitors self-serve along the journey Ofger live assistance for high- value engagements
SLIDE 27