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

© 2017 Magento, Inc.

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%

© 2017 Magento, Inc.

Favorite

reasons to shop

in-store, by

gender

Favorite

reasons to

shop online, by

gender

How People Shop

© 2017 Magento, Inc.

• Hire brand ambassadors in their

stores

• Highest focus is customer

engagement by integrating

physical and digital channels

Zumies

© 2017 Magento, Inc.

• Omnichannel

• Guide shops

Bonobos

© 2017 Magento, Inc.

• “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.

ron@corra.com

ryan@corra.com

Visit us at stand 27