How Ecommerce Stores Can Create Lovable Shopping Experiences

How Ecommerce Stores Can Create Lovable Shopping Experiences

Antavo-Findify Webinar

Presenters

Meni Morim CEO of Findify

Zsuzsa Kecsmar CMO of Antavo

Findify is an intelligent search tool that helps you learn more about your customers’ behavior and increase your revenue.

Antavo is a loyalty software for ecommerce, retail, and CPG companies. It helps to run omni-channel loyalty programs to increase revenue.

Topics 1.  Why being lovable matters 2.  How Animail.se increased its

revenue by 10% in 3 weeks 3.  How Shop.Builder.eu generated

4x ROI in 90 days

Why Being Lovable Matters

1.

1. What Customers Want From Ecommerce Stores

76% of customers�want kind customer service

69% of customers�want to be recognized and

rewarded

64% of customers�want shared values with brands

62% of customers�want online content

from brands

48% of customers�want a seamless purchase

experience

41% of customers�want a personalized

experience

*Sources: ecommerceloyalty.com, blog.accessdevelopment.com, insightsquared.com, salesforce.com, blog.hubspot.com, citygro.com

76% of customers�want kind customer service


In 2015, 35-50% of sales went to competitors who responded faster to a customer question.* Source: blog.purechat.com

**Screenshots are from Purechat.com


Loyalty Program

Coupons can improve conversion rate to fans by up to 33% and grow the number of followers by 25%.* Source: ecommerceloyalty.com

69% of customers�want to be recognized and �

rewarded

***1st screenshot is from Couponpop and the 2nd is from Antavo.


66% of millennials left their brand of choice because the brand no longer fit their identity.* Source: LimCollege via blog.accessdevelopment.com

****Screenshots are from Qbic.

64% of customers�want shared values with brands


*1st screenshot is from The Shelf and 2nd screenshot is from Luxy Hair. Learn video marketing tips on the Saleslion.com and the Shopify Blog.

62% of customers�want online content �

from brands

73% of millennials feel that it is their responsibility to help their friends to make the right purchase decision. Source: socialmediaweek.org


*1st screenshot is from Formisimo, 2nd screenshot is from Stripe.

The average cart abandonment rate in 2015 was 68%.* Source: ecommerceloyalty.com

48% of customers�want a seamless purchase �

experience


*1st screenshot is from Amazon, 2nd screenshot is from Findify.

Personalized offers improve click-through rates by 14% and conversion rates by 10%.* Source: echidnainc.com

41% of customers�want a personalized �

experience

7. Customers Who Love You…

It’s 7x more expensive to acquire a new customer than to keep an existing one.

Source: Spoken.com

Make more purchases

Become brand advocates

Refer their friends

Learn more about how to be lovable at Meaningful-brands.com.

How Animail.se Increased Its Revenue By 10% in 3 Weeks

2.

1. About Animail.se

Established in 2007, Animail is now the leading online pet supply store in the Nordics.

150,000+ customers

200,000+ monthly site

visits

10,000+ monthly orders

6,000+ SKUs

2. Animail.se’s Problem

Animail invested a lot of time and money bringing traffic into its site, and needed to optimize conversion rates.

Animail had to identify, which segment of its users had the biggest potential for revenue growth, with the lowest investment required? The answer was - searchers.

1.  What is the difference between "searchers" and "browsers"?

2.  Why is it important to invest in "searchers"?

3. Animail’s Solution

Animail decided to run an A/B test on 50% of its traffic, to determine how much more value it could actually see through an improved search.

-  Brand new learning autocomplete -  Machine-learning-powered search

results -  Custom-built synonyms -  Search merchandizing capabilities

The newly added components were:
















4. Animail’s Results

An A/B test that ran for 3 weeks and reached 95% confidence level showed a 10% total revenue uplift.

Animail already had a pretty good search solution in place, with basic spelling tolerance and filtering.

4. Animail’s Results

After implementing the solution on 100% of the traffic, search-generated revenue continued to grow at an average rate of 5% faster than non-search-generated revenue.

This is a direct result of the learning feature in the search. The more customers use it, the smarter it becomes.

How Shop.Builder.eu Generated 4x ROI in 90 Days

3.

1. About Shop.Builder

With an online store launched in 2000, Shop.Builder is now the leading online nutritional supplement store in Europe. Today it serves 10 countries, including the UK, Ireland, Germany, and Hungary.

157,000+ customers

266,000+ monthly site

visits

14,790+ monthly orders

2. Shop.Builder’s Problem

Shop.Builder’s marketing strategy is built on: “Engage or die.” (Quote from Brian Solis) Remember: “62% of customers want online content from brands.”

Shop.Builder had the content to educate customers, but it still faced 3 main challenges:

•  Converting one-time customers to frequent buyers

•  Increasing user logins •  Boosting interaction with its

content

3. Shop.Builder Solution

Shop.Builder launched a point-based loyalty program to let customers collect points and then redeem them for awesome rewards.

Purchase-driven loyalty program approach:

Makes a purchase

Redeems rewards

Collects points


Shop.Builder launched a point-based loyalty program to let customers collect points and then redeem them for awesome rewards.

Purchases

Collects points

Refers visitors

Watches videos

Plays quizzes

Shop.Builder’s gamified loyalty program approach:

Redeems rewards

3. Shop.Builder’s Solution

1. Rewarding referrals Customers needed to share an article via social media, email, or chat. Once a visitor came from the share, the customer was rewarded with points. It helped to get word-of-mouth.

In one week 2,200 new prospects visited the shop’s site, thanks to 44 advocates.


2. Rewarding reviews When a customer wrote a review, he received points. A perfect way to get social proof for Shop.Builder’s products. It also strengthened the webstore SEO and improved its rank in search results.

With this incentive, Shop.Builder received 3x the number of incoming reviews.


3. Rewarding content consumption Shop.Builder wanted to make sure that its message came across and that customers really consumed its content. That’s why it created content quizzes.

So, when a customer visited a page or watched a video, a call-to-action asked them to complete a quiz for more points. Then the question with 3-4 answers appeared.


Rewards are the heart of a loyalty program. They are what makes customers sign up to a loyalty program and stay active in it in the long run.

Rewards should make customers feel: 1. Positive emotions 2. Part of a community 3. Exclusivity


Rewards are the heart of a loyalty program. They are what makes customers sign up to your program and stay active in it in the long run.

Shop.Builder included the following rewards on its lists:

-  Relics -  Badges -  Discounts -  Sweepstakes -  Branded items

4. Shop.Builder’s Results

After 3 months, this is what Shop.Builder achieved:

+51.1% frequent buyers

+3.2 revenue

+17.2% logins

+373.4% product reviews

WHAT WE DO

ABOUT FINDIFY Findify is an intelligent search solution that uses big data and machine learning to help ecommerce sites increase their revenue. Our three main features: -  Incredibly simple integration via our modules,

or Javascript libraries. -  Easily collect behavioral data and use of

machine learning to dynamically adapt the search results and magically match what your customers are looking for.

-  Actionable analytics that give you insight into what your customers are really doing, combined with a simple dashboard to act on these insights.

ABOUT ANTAVO Antavo is a loyalty software for e-commerce, retail, and CPG companies delivering 5x ROI. It helps to run omni-channel loyalty programs to increase revenue. Our three main features: -  Gamified loyalty programs -  Customer referrals -  Incentivized purchases

5. Special Offer

-  One-on-One consultation session

-  Beta tester opportunity for our product

-  50% off for two months for all Shopify merchants

-  UX analysis

DO YOU HAVE ANY QUESTIONS?

Meni Morim, CEO of Findify [email protected]

Zsuzsa Kecsmar, CMO of Antavo [email protected]

Thank you for your attention

Meni Morim, CEO of Findify [email protected]

Zsuzsa Kecsmar, CMO of Antavo [email protected]

How Ecommerce Stores Can Create Lovable Shopping Experiences

Marketing