ShopifyPlus-Sumner-Bray

How to Reclaim Your Time with e-Commerce Automation: Shopify Plus [Video]

This article features content from Revolution 2018. Join us for in London March 2020 for our next event. Interested in learning more? Click here.

There are 600k+ merchants on Shopify at large, and 4,000+ using Shopify Plus. According to Tim Sumner, Solutions Engineer at Shopify Plus, the average growth for Plus merchants is 126% and 274% for their top 20 merchants. With top brands on their platform including Gymshark and Kylie Jenner (who generates 10k+ orders per minute), the Shopify network is arguably the most powerful, popular, scalable e-commerce platform in the world.

Anna Bray, UK Marketing Lead, recalls an all-too-common situation for marketers: we’ve all been there — staying up late to push a product live, launch a campaign on time, or manually pull together a performance report. Time is our most precious commodity, and many marketing teams are allocating too much time to menial, repetitive tasks that should be automated. Instead, as the duo describe in their Revolution presentation, it’s time to use e-commerce automation efficiency tricks that will start saving time, make better use of your money, and increase revenue. They discuss finer points of e-commerce automation including using triggers, conditions, and actions, and share more tips on growing your e-commerce business.

Watch Tim and Anna’s full-length, 26-minute presentation:

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"There's loads of aspects about business that we should be able to put on autopilot. There's three keys to growth: save time, save money, and sell more... the irony of high-volume high-growth e-commerce is that sometimes the more you sell, it can end up being your own worst enemy. Every day you're faced with a flood of tasks and processes. As your business scales, things start to break down. To compensate, we either hire more people to plug the gaps, or we figure out some slightly crappy workaround. We end up sacrificing what's important and end up focusing on what's urgent, even if that's literally just pushing buttons. [This is] why we're so obsessed with e-commerce automation."

Anna Bray • U.K. Marketing Lead, Shopify Plus

twitter“There’s loads of aspects about business that you should be able to put on autopilot,” says Anna Bray of @ShopifyPlus CLICK TO TWEET

Remember to keep the 3-step logic in mind during ideation and when creating your automations. The order is placed, initiating a trigger, prompting a condition and then, lastly, an action.

3-step logic

Among other points, Tim and Anna share how Shopify Flow, Launchpad, and Shopify Scripts lets you easily automate tasks so you and your team can focus on creativity and drive more revenue. They also explain how anyone — ops, customer support, design, marketing, web development, and others — can benefit from e-commerce automation. They share how several brands including Saski Collection, Interline, 100% Pure, and Gymshark leverage the platform to do remarkable automation at scale.

In summary, when thinking about automation: list and prioritize your tasks, prioritize optimization/automation of daily tasks, conquer repetitive tasks first, and go after the tasks that aren’t scalable.

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Drizly

How Alcohol Delivery App Drizly Personalizes Their Mobile Marketing [Video]

This article features content from Revolution 2018. Join us for in London March 2020 for our next event. Interested in learning more? Click here.

Drizly, a U.S.-based alcohol delivery app/marketplace, serves as an intermediary between 900+ retailers and consumers from around the world. Drizly works by signing up retailers, aggregating inventory, then providing a transparent and highly personable experience for the end consumer.

The CRM team at Drizly has three goals: convert new users, drive repeat use, and build the brand.

At Revolution 2018, Scott Braun, CMO at Drizly, and Erin Azar, Global Product Manager at Emarsys, discussed how Drizly is working to achieve these goals with the Emarsys platform.

Watch Scott and Erin’s full-length, 28-minute presentation:

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Highlights and details

Scott Braun, CMO, Drizly

► (2:23) CRM at Drizly

► (6:35) Measuring effectiveness with RPC (revenue per communication)

► (7:49) Use cases: price drop campaigns, new store notifications, active buyer, driving brand

► (12:38) What’s up next for Drizly? Weather personalization, sports personalization, geo-location

Erin Azar, Global product Manager, Emarsys

► (15:26) Price drop

► (17:03) Relational data segmentation (creating the “who”) and send time optimization (the “when”)

► (19:38) Rich media push messages

► (20:54) Use case: “Make it rain”

► (22:51) Drizly’s rich media push and in-app messages

► (24:03) Emarsys’ 2019 product roadmap as it relates to mobile (in-app messaging, inbox, geo-location)

Drizly keeps their customers in high spirits

Prior to partnering with Emarsys about a year ago, Drizly had sent the same mass email to every customer every Friday. But by partnering with Emarsys, Drizly is now able to focus more on treating each customer as an individual with more personalized messaging. In addition to sending more personalized ad hoc emails on Friday, they’ve started sending segmented emails (3x more effective than ad hoc), triggered emails (6x more effective), and most importantly push messages (24x more effective!).

Push messages have become increasingly important to Drizly’s mobile strategy because a lot of transactions are happening through the app. Knowing there was a need to improve their mobile strategy, Drizly turned to Emarsys. With Emarsys’ mobile technology, Drizly is now able to send rich push messages and in-app notifications — backed by a layer of AI — to further personalize the experience.

What’s on the horizon for the world’s most progressive alcohol delivery service? Weather personalization, sports personalization, and geo-location customization to align messaging when and where customers want to get their drinks.

Interested in learning about other customers finding success with the Emarsys platform? Check out other stories here.

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Creativity? Checked!

How to Upgrade Your Retail Emails with Data-Driven Creative

Marketers across industries agree that one-size-fits-all emails are a practice of the past, yet many continue to leverage only surface level data to tailor content while sitting on a wealth of unlocked data. In a crowded industry like retail, you must create a customer-first narrative that builds brand affinity, and intelligent, data-driven creative is the key to pulling it off.

Use Data to Connect with Your Most Loyal Customers

Your loyalty program emails are an obvious first step in leveraging data in intelligent ways. What behaviors lead to customer advancement in your program? Is it the number of visits? Or points earned? If you deploy a monthly statement email, present each customer with moment-of-open points or rewards earned, tier level, and recent activity, just as they’d expect from the logged in state of your mobile app or website.

Bring each customer’s lifecycle status to life with an on-brand progress bar in any format — radial or linear, animated, or static. Reinforce how rewards can be used with product grids that are personalized to rewards level and layer on product affinity logic. And don’t stop at your regularly scheduled statement email! Show value to your most loyal subscribers at every touchpoint. Promotional messages can include a subtle reminder of tier level, points earned, and progress towards a reward. Offers can be eligibility flagged, ensuring that even broadcast messaging includes tailored content that rewards your most valuable customers.

This anniversary email from DSW celebrates the customer with a personalized story of the customer’s milestones with the brand — from years ‘together’ to the number of purchases and dollars-saved presented in branded fonts with custom styling.

DSW Personalization

Ensure Data is Used in Relevant Ways

Be deliberate when you present customers with information about themselves. While customers do expect some of their digital and in-person footprint to be tracked, you should never present material or content if it serves no purpose. If individual customer data is not clean, think about broadening the targeting.

For example, a national health gym called out the average number of monthly visits to the customer’s preferred studio when it did not have the customer’s visits on file. The data point, while not personalized to the individual member’s visit, was still relevant based on location. It also encouraged participation with the brand (and, in this case, to schedule a class).

Mack Weldon wanted to thank their most loyal customers with a personalized infographic that highlighted each individual’s key touchpoints, milestones, and purchases.

MACK WELDON

Bring Your Inventory to Life

Behavioral data and content can be leveraged across all touchpoints, not just contained to behaviorally-triggered messages. That means at moment-of-open, subscribers can expect messaging and content that is most accurate to their most recent behavior, regardless of the program type.

If a customer browsed black wedge heels within the past two days, present that customer tailored product recommendations upon their next broadcast email open. If the heel was purchased, follow up with complementary products that encourage the next behavior and continue the experience with your brand. Tapping into behavioral data and pairing it with product feeds via APIs ensure accuracy and relevancy leading to a boost in performance.

In addition to thinking about customer behavior, think about what you know about your inventory or site-wide performance. Trending products, total Instagram likes, or inventory remaining helps build customer urgency and desire and prompts individual action based upon holistic audience action.

Dorothy Perkins leveraged social proof (number of clicks and views) to drive urgency around their most popular products. They also used weather as a data point to encourage product interest and relevancy. Even brands that don’t have a wealth of customer data can still create these kinds of relevant experiences that drive behavior!

Don’t Overlook Testing

Never forget to test. If leveraging customer, contextual, or behavioral data is new to your program, create a test plan with attributable KPIs.

You may find that subtle messaging regarding customer preference outperforms explicit call outs. Or you may find that customer-first narratives work well in triggered emails over broadcast. It’s important to test and iterate — and of course, to rinse and repeat.

When Finish Line wanted to try a new abandoned cart banner in their emails, they used live optimization to figure out if the treatment was effective and saw an 11% increase in click-to-open rate.

Finish Line

Final Thoughts

Data-driven emails help to build better connections with loyal customers, create more relevant interactions, match customer browsing or buying behavior with marketing content (e.g., embedded, dynamic product recommendations), and perform testing to continuously iterate and improve.

Ultimately, integrating greater intelligence within your email marketing approach and using customer data to inform everything you’re doing will take you to the next level. ◾

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To learn more about how leading retailers are using intelligent creative to drive results, check out the eBook, Movable Ink for Retail.

About Movable Ink

Movable Ink helps digital marketers create visual experiences that move people. More than 600 of the world’s most innovative brands rely on Movable Ink’s visual experience platform to automate the creation of unique on-brand experiences for each consumer across email, web, and display. With more than 250 employees, the company is headquartered in New York City with offices in San Francisco, Chicago, and London. Request a demo or learn more at movableink.com.

Woman shopping online at home, business and modern lifestyle concept, all on tablet screen are designed up

What Does Mobile Optimization Mean for Marketers Today?

What Does Mobile Optimization Mean?

Mobile optimization goes beyond simply having responsive web pages. Optimizing for mobile, today, encompasses the entire customer experience across all marketing strategies, channels, and potential interaction points.

Being mobile-optimized means creating wonderful mobile browsing experiences with seamless shopping and checkout processes, frictionless in-app experiences, as well as smoothly executed push notifications, right-time SMS updates, and more across every stage of the customer journey.

Brands epitomizing mobile optimization design their website to be exceptionally usable and convenient for mobile users. Their website almost always looks different on a mobile device as opposed to the desktop view, for example, because they go to great lengths to create device-specific interactions — yet maintain a “channel-agnostic” approach so that visitors get amazing experiences regardless of how they interact.

mobile optimization

Drizly exemplifies mobile optimization. The user experience is consistent across all platforms. Source: App image: BusinessOfApps

Mobile-optimized brands create consistent experiences across all connected/mobile devices. Mobile browser experiences, for instance, are as swift as desktop, and in-app interactions are smooth, simple, and personalized.

Why are more e-commerce teams starting to pay attention to mobile marketing?

Mobile is EXPLODING! If you sell products online, designing for the mobile is a must. Retail m-commerce sales continue to trend steadily upward, and, around 2020, over half of all e-commerce sales will take place on a mobile device.

Approximately 35% of U.S. mobile app users currently have six or more retail apps on their phone! All of this to say: people love their phones, and they are buying more and more on them. That puts a premium on the experience they have when interacting and shopping with your company’s mobile website, app, or mobile communications at every stage in the journey.

Michael J Becker

“Mobile sits at the heart of the shopper experience. You must be both tactical and strategic to win. A successful business requires end-to-end mobile execution and effective front-end shopper experience through backend operations. Leveraging mobile in your business model isn’t a “nice-to-have” —  it’s a strategic imperative. According to L2, 90% of all commerce will be influenced by mobile by 2021; consequently, you must enable mobile at every stage of the customer journey — from discovery to selection, to purchase, to adoption, loyalty, and support. Remember though, mobile is not just “a phone.” It’s the suite of connected devices, services, channels, and experiences within the connected individual's life. On the tactical front, if you're looking ahead, start looking into building rich communication services (RCS) — the next generation of SMS — into your m-commerce plans. Although these services are not mainstream, they will be soon.”

Michael J. Becker • Managing Partner, Identity Praxis, Inc. & Mobile Marketing Expert • @mobiledirectLinkedIn

twitter"Leveraging #mobile is a strategic imperative, & you must enable mobile at every stage of the #customerjourney" says @mobiledirect      CLICK TO TWEET

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Using User-Generated Content in Your Marketing Strategy to Drive Sales

As marketers, we want consumers to believe us when we tell them they’ll love our products. But as consumers, we rarely take a brand we don’t know for its word; rather, we scour the internet for reviews on brands, products, and customer experiences.

With 92% of consumers now reading online reviews, brands should be focused on positive reviews more than ever. Not only that, but customers rely on friends, family, and other consumers for recommendations of products, not brands. With the advent of social media, it’s easier than ever to find recommendations (and reviews) of products.

But because of that, brands have a plethora of good (and bad) reviews at their fingertips. But how can you use this user-generated content to promote your products and drive sales? In this article, we’ll discuss the different ways you can capitalize on this customer-centric content to provide a better customer experience and drive more sales.

Monitor Reviews Online

Before you start using reviews and other user-generated content for your marketing efforts, you want to make sure that people are talking about your brand positively. This is important not just for marketing, but for your brand in general. For many consumers, it only takes one bad review for them to make up their mind about a brand before they’ve even purchased and experienced the brand for themselves.

Regularly monitor the reviews that customers submit to your website and other review channels. Even if your products and customer service are top of the line, bad reviews still happen. It’s important to monitor reviews for dissatisfied customers and rectify the situation as quickly as possible. After all, customer experience doesn’t end after they receive a product; it should be a continuous experience throughout their lifecycle.

Find Your Fans

With social media, it’s easy to find a customer who loves your brand because they’ve likely tagged you in an image. With social media influencers and Instagram models running rampant, it should be fairly easy to find customers who are willing to share their love of your brand.

If you don’t have a social media presence (which is highly recommended so you can monitor conversations about your brand), just try searching for your brand on different social media sites – like Facebook, Twitter, and Instagram. You’ll likely find posts of customers sharing their look featuring your brand or an activity that features products they’ve purchased from you.

When you find really great content you want to share, reach out to the customers and ask if you can re-use their images. Consider offering them a discount on a future product for being such a loyal brand ambassador.

Not finding the image you want? Create an email campaign asking customers to post images of them using your products. You can run a contest or simply offer an incentive code for customers who submit their content.

So now that you have your social media under control and some user-generated content to use, let’s look at two campaigns you can set up and run now.

Product Marketing Campaign

Maybe you have a new product you want to show off to your contacts, or maybe you need to move inventory before your next season begins — whatever the reason, using user-generated content is a great way to generate interest.

Set Up Your Email

When thinking of creating a marketing campaign that will feature user-generated content, email is a great place to start. It’s most likely your highest revenue-driving channel, and because customers often use email to sign up for incentives or to check out on your site, you probably have more email addresses for contacts than any other contact information. If you’re looking to sell a certain product, create a segment of contacts who have bought similar products.

Include User-Generated Content Featuring the Product

When creating your email, make sure your layout prominently features the user-generated content, like below. This content can be a formatted review or a social media image a customer shared.

Content Featuring the Product

Optimize Your Product Page with User-Generated Content

Once you have an email created, make sure your product pages create the same feel for customers because a seamless experience across channels is important for user experience.

You’re ultimately asking customers to come to your website to purchase products. And even when customers do come to your site, they’re also likely using your site (as one of many) to do their own research on a certain product. So why not layer in user-generated reviews and content on your site and keep them there longer – and to stand out from competitor sites they may also be used during research?

Show Cumulative Review Scores

Once a customer clicks through to your website, they should not only immediately see the product, but also some form of review. The following example shows a cumulative score for the reviews of this specific product. This gives customers a quick snapshot of how other consumers felt about their purchase.

Cosabella Website Product

Source

If it’s a new product, you may not be able to show a score. Instead, use the space as a CTA for reviews with a phrase like “Be the first to review.”

Show Full User Reviews

When it comes to online shopping, consumers aren’t just looking for reviews about product quality — they’re also looking for cues that will help them order the right size, color, etc. the first time. And with 80% of consumers trusting reviews as personal recommendations, it’s to a brand’s benefit to make it easy for them to read and find reviews.

Cosabella Website UGC review

Source

For many brands, showing reviews can feel risky, especially if some of the comments are less than glowing. But for consumers, they expect to see both good and bad reviews. Brands just need to make sure they do everything they can to resolve issues when they appear. In fact, when issues are resolved quickly and efficiently, 95% of unhappy customers will return to purchase from a brand.

Feature User-Generated Content on Product Pages

Where possible on your product pages, add user-generated content that features the product. The below example features additional Instagram pictures from the same woman we saw in the original email. It also features additional images from another customer. Monitor social media sites to see if customers are mentioning your brand in their posts. If customers are creating content and tagging your brand in it, why not take advantage and show other consumers? It not only shows that people love your brand, but it also shows that you love your customers.

Cosabella Website UGC

Source

Cart Abandonment Campaign

Another way to entice customers with user-generated content is to utilize it in a cart abandonment email campaign. Cart abandonment emails are great for keeping a brand top of mind for customers and driving purchases.

Much like the product marketing campaign above, you’ll want to create an experience for your customers that includes user-generated content. That means including reviews and customer-centric images on your website as well as in your emails. For this campaign, you’ll focus emails around customer behavior and products specific to them.

Set Up a Triggered Email

To make these emails effective, you need to create a trigger that will automatically send an email after an item is abandoned. After a customer leaves a product in their cart and exits your website, set a trigger to automatically send an email within an hour.

Layer in User-Generated Content

This campaign is all about customer personalization. So the content needs to fall in line with the behavior. In the email, create a section that features user-generated content with the abandoned product. As discussed, customer recommendations are far more powerful than brands pushing their own products. Show off how other customers are using your products or include a review of the product.

ebags User Generated Content

Source

Cart abandonment campaigns are already very lucrative for brands who deploy them. But by adding customer reviews and user-driven content, you’ll give customers another reason to take a second look.

Final Thoughts

Customers are inundated with tons of marketing communications every day. Finding a way to stand out in the inbox is becoming more and more difficult. But by creating a plan for user-generated content and layering in reviews and images into your marketing strategy, you give your brand a unique advantage. As customers turn to social media and other consumers for product recommendations and research, using reviews in your marketing takes the work out of researching products. Not only does this give customers a great experience, but it will also put you top of mind for purchases in the future.

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Before Q4 Hits, Optimize Conversions, Time on Site, and Revenue with Recommendations

A great time to assess and tweak your conversion strategies is during Q3 – your last chance for optimization before the Q4 holiday rush dominates your day-to-day existence for the rest of the year. Brands know they have to increase engagement and conversions if they want to maximize their revenue opportunities in the coming holidays, and they have to do that while also providing a better shopping experience for their customers across the channels and devices they prefer.

To see how consistently our marketing strategies perform, we have certain metrics we watch on a weekly or monthly basis, but the metrics can blind us to the big picture view, especially in terms of customer retention. In these cases, it’s really important to look at your core KPIs over a longer period of time to see where you have opportunities. You can also identify areas which have stagnated and need a little love.

Our research here at Emarsys now covers just under 3 billion customer records and billions of transactions across varied business models and service industries. This vast wealth of data allows us to discover patterns that we hope can impact your marketing approach.

This month’s benchmark report will focus on a great personalization and conversion tool: Product Recommendations – and what they can allow you to do in terms of engagement.

The Upsides and Downsides of Consistency

When reviewing the first half of 2018, what’s really interesting when looking at Emarsys’ web conversion rate (which tracks conversions across website, mobile website, and mobile apps) is the consistency:

Web conversion rate

Chart 1: Web conversion rate, all industries, January – May 2018

Email trends reveal a notable level of consistency in results over time. Some of the metric results over the last 12 months paint a consistent picture in email open and click-through rates, and with reliable results, you can begin to think confidently about predictability.

Email Open Rate

Chart 2: Email open and click-through rates, all industries, January – May 2018.

Many, many brands focus on increasing their traffic, finding new customers, and then MAINTAINING results over time. But predictability can breed complacency, and you can easily miss new trends as they develop, giving the advantage to your competitors who are monitoring changes in the marketplace.

Long-Term Growth Over Short-Term KPIs

While KPIs are one of the main ways we measure the performance of our e-commerce strategy, they are only one part of the puzzle. To really see if your strategy is working, look at customer retention rate.

Why not look at your results over time instead of only focusing on current traffic, repeat visits, and revenue growth? When we add up our open, click-through, conversion, and re-purchase rates over time, we can identify a trend, turn it into an opportunity and really move the needle.

Consistent performance is not the key trend to monitor. Consistency alone gives the impression that there’s no movement whatsoever, and that may be inaccurate. However, even though we see huge amounts of “stability” in the data, we see our clients continuing to move up and down between the average groups and the top-performing quarter of our clients. By applying automation and personalization to their email, cross-channel, website and mobile optimization, these brands are the best at driving up performance.

But automation and personalization also allow our clients to raise the bar on what stability can produce.

Web Conversions: What’s Good, Bad, and Excellent

Clients utilizing customer identification, personalization, and recommendation tools have a median conversion rate of 7.6% within the e-commerce industry.

But the average conversion rate for our top-performing clients (the average result of the top 25% excluding outliers) is a massive 14.7%.

There could be many reasons for this, but the big takeaway is that with a few tweaks to your site and mobile apps, you can greatly increase conversions. Consider that Emarsys clients running e-commerce websites and mobile apps with minimal responsive design, no product recommendations, and a lack of behavioral targeting on-site have an average conversion rate of 3.8%.

Web Conversion Rate

Chart 3: Web conversion rates, all industries, January – May 2018.

But when you add a Recommendations tool to your mix, things can change dramatically. Think about this: The median conversion rate for our clients using Web Recommendations on the web, mobile web, and mobile app is 7.6% compared to the industry average of 2%–3% in e-commerce.

This means that for a business with 100,000 visitors per month and an average order value of $100, the difference is staggering:

100,000 X $100 X 0.030 = $300,000

100,000 X $100 X 0.076 = $760,000

Over the course of a year, the resulting revenue difference would be $9.12M versus $3.6M.

Optimizing your web and mobile channel conversion rates could literally more than double the size of your business if you’re in the top 25%.

Cart Rates

One of the best ways to know how well your recommendations are resonating with customers is to look at specific campaigns that use them. While a customer adding an item to her cart does not result in an actual conversion yet, the add-to-cart rate can tell you what shoppers are reacting to when they visit your website or mobile website.

Add to Cart Rate

Chart 4: Add-to-cart rates, all industries, January – May 2018.

The median result in e-commerce is that 23.8% of visitors have put some product you showed them into their cart – this means there’s a huge opportunity in the product discovery phase to help shoppers find the right product. The next step is to then recommend products that complement the original item the customer added to her cart. This is the best way you can maximize the value of a transaction and push up average order values.

Abandoned Cart Rate

Chart 5: Abandoned cart rates, all industries, January – May 2018.

As a median rate, 65.6% of shopping carts are abandoned. However, that rate drops to 46% for those clients who have optimized their campaigns across email, SMS, display ads, and the call center. That means the top 25% of our customers are 20% better than the median average and 34% better than the bottom 25% in recovering lost revenue opportunities.

twitterRecent @Emarsys customer #data shows that #cartabandonment rate drops nearly 20% for brands that optimize campaigns across #email, #sms, display ads & the call center CLICK TO TWEET

Along with sending an email to customers to remind them that they left items in their cart, Recommendations can be a powerful way to either up the order value or improve the customer experience in such a personalized way that customers will remember and come back for more.

Accurate Recommendations Help Retain Customers

Recommendations, especially when they are targeted at individual customers, build a great amount of trust and provide an outstanding brand experience for the customer. You can really start to see this snowball into a healthy positive relationship between a brand and its customers, best shown by looking at customer retention over a longer period of time.

Share Returning Customers

Chart 6: Repeat visitors to the website, all industries, January – May 2018.

Tracked across the thousands of accounts that use the Emarsys platform, the median result is that a little under half (47.9%) of all website visitors are repeat visitors rather than first-time visitors. This growing engagement over time, built by connecting journeys across sessions and devices, is key to e-commerce success – recommendations make it easy to pick up where you left off (due to features that show recently viewed items or personal recommendation widget types) as well as new innovations like customer discovery (which serves up a personalized experience for each customer) that will further drive engagement, conversions, and CLTV.

Our magic formula:

(Increased visits) x (increased conversion rates) = increased revenue

(Increased repeat visits) x (increased conversion rates) = increased customer lifetime value (revenue over time)

twitterConnect customer journeys across sessions & devices w/ #recommendations to make product discovery easy (plus get the @Emarsys formula for increasing revenue and #CLV) CLICK TO TWEET

Final Thoughts

Personalization is what customers want, and as you finalize your Q4 holiday strategies, think about the places your customer interacts with your brand and the technology solutions, like a recommendations tool, that will help personalize the experience and keep your brand at the top of the customer’s mind throughout the holidays.

In a highly competitive market, every little adjustment that streamlines your process or personalizes a high-quality customer experience will drive up your conversions.

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Alex TimlinAlex Timlin is VP of Client Success at Emarsys where he leads the Client Success organization to drive adoption and growth across 2,000+ clients in more than 100 countries. Alex is a long time member of the Direct Marketing Association’s Customer Engagement Council, Marketing Intelligence Hub, and is a regular industry speaker on marketing, customer success and SaaS technology.

Connect with Alex: LinkedIn@ARTimlin

Christmas presents on the sofa

The Omnichannel Shopper: Why Marketers Must Adapt to Omnichannel Before the Holiday Season [Infographic]

As marketers, we’ve witnessed the ebb and flow of consumer behavior. It began with the increase in online shopping, and then consumers ditched their desktops for mobile and we saw mobile purchases skyrocket. Because of this, many brands have turned their focus to a certain channel, convinced that a certain channel is where their customers spend the most time with their brand.

But the reality is that most shoppers switch between several channels every day. Not only that, but customers all have different, unique lifecycle journeys, meaning they all come to your brand and engage in a way that works for them, not for you. So for brands, this means you need to be focused on creating an omnichannel experience to catch customers at every possible touchpoint.

From the very first sale of the holiday season to the very last, your current and prospective customers will interact with you on several different channels and expect a seamless and easy-to-navigate experience. If you haven’t started implementing an omnichannel marketing strategy, these data points should compel you to get started before the year-end holiday season kicks off.

The Omnichannel Shopper
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Dominate the holiday season in 2019/2020.