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Extraordinary CX: Today’s Guest: Tommy Walker Editor-in-Chief of the Shopify Plus Blog Webinars #UTwebinar Turn first-time buyers into loyal customers

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Page 1: Extraordinary CX: Turn first-time buyers into loyal customers

Extraordinary CX:

Today’sGuest:

Tommy Walker

Editor-in-Chief of the Shopify Plus Blog

Webinars

#UTwebinar

Turn first-time buyers into loyal customers

Page 2: Extraordinary CX: Turn first-time buyers into loyal customers
Page 3: Extraordinary CX: Turn first-time buyers into loyal customers

Buyer≠Customer

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SoHowDoWeStartIncreasingRepeatPurchases

Immediately?

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“Inarelationshipthedetailsareeverythingbecausetheyremindyou-justwhenyouneedtoberemindedmost-whyyoufellinloveinthefirstplace.”

MikeGayleAuthorofHisN’Hers

Page 16: Extraordinary CX: Turn first-time buyers into loyal customers

Filling“TheGap”

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bit.ly/1Zt5VLz

http://bit.ly/1Zt5VLz
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bit.ly/1Zt5VLz

http://bit.ly/1Zt5VLz
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ThankYouPage

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TheOrderConfirmation&ShippingConfirmationEmail

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Page 36: Extraordinary CX: Turn first-time buyers into loyal customers

“Inarelationshipthedetailsareeverythingbecausetheyremindyou-justwhenyouneedtoberemindedmost-whyyoufellinloveinthefirstplace.”

MikeGayleAuthorofHisN’Hers

Page 37: Extraordinary CX: Turn first-time buyers into loyal customers
Page 38: Extraordinary CX: Turn first-time buyers into loyal customers
Page 39: Extraordinary CX: Turn first-time buyers into loyal customers

“Purchasingsomethingandreceivingareceiptisanage-oldinteraction.It’sbecomeahabitualthingthatwedon’teventhinkabout.Whensomeonebuyssomethingonline,theystillexpecttoreceiveareceipt.”

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Post-ShippingSequence

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1DayAfter

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1DayAfter1DayAfter

2DaysAfter

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4DaysAfter

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5DaysAfter

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DayAfterProductArrives

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Email#1:WereceivedyourHomeTry-Onorderno.101767816

Page 53: Extraordinary CX: Turn first-time buyers into loyal customers

Email#2:Rightontrack

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Email#3:954questionslater

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Email#4:Touchdown

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Email#5:Signed,sealed,delivered

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Email#6:Firstimpressionsandsecondopinions

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Email#7:Thatwasfast

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Email#8:Helpisontheway

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Email#9:Nicejob

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TheUnboxingExperience

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PackagingMattersaGreatDeal

• Firstphysicalinteractionwithyourbrand• Tactileinteractionsincreasesenseofownership• 52%ofconsumersarelikelytomakerepeatpurchasesfromretailerswithunique

packaging• 40%ofpeoplewouldsharetosocialmediaifpackagingwasunique

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bond.co

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ThankYou

Page 76: Extraordinary CX: Turn first-time buyers into loyal customers

Questions?

CheckouttheShopifyPlusBlogatshopify.com/enterprise

[email protected]

#UTwebinar

http://www.shopify.com/enterprise
http://www.shopify.com/enterprise
Page 77: Extraordinary CX: Turn first-time buyers into loyal customers

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