Customer Service, Evolved! - Magento · © 2017 Magento, Inc. Customers would not shop your brand...

© 2017 Magento, Inc.

Customer Service, Evolved!


Ron BongoCEO

Ryan LeffelSr. Dir. Retail Strategy &

Creative Services


Customers would not shop your brand

after two negative experiences60%


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%


… 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


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


Of consumers say they trust online

reviews as much as personal

recommendations

Source: BrightLocal

88%


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


• Improves brand loyalty

• Increases customer retention

• Creates brand advocacy

• Increases sales

• Creates market differentiation

• Lifts reputation

Customer Engagement, Benefits!


“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%


Favorite

reasons to shop

in-store, by

gender

Favorite

reasons to

shop online, by

gender

How People Shop


• Hire brand ambassadors in their

stores

• Highest focus is customer

engagement by integrating

physical and digital channels

Zumies


• Omnichannel

• Guide shops

Bonobos


• “Sales Assist” in-store

clienteling app

• On 3,700 iPads in Boots

stores

Boots

Deeper Engagement Online


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


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.


“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


• 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


Thank you.

[email protected]

[email protected]

Visit us at stand 27

mailto:[email protected]

Customer Service, Evolved! - Magento · © 2017 Magento, Inc. Customers would not shop your brand...

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