Smaller digital brands are carving out a major share of the ecommerce market that was not too long ago commandeered by enterprises and large businesses. Why? They are focusing on a customer-centric approach. In today’s ecommerce climate, it’s crucial to adapt your business to this new wave. Improve the customer shopping experience, understand complexities of the customer lifetime value, realize how to utilize customer shopper behavior data, all to attract, acquire & retain the most profitable customers for your company’s long-term.

1. Ecommerce Round Table:
Stay Ahead in 2019 with a
Customer Centric Approach

2. Today’s Logistics
● Session recording and slides will be sent
● Submit questions to our panelists
● Join in on our poll questions throughout
● Resources available as handouts
Analicia Santaella
Webinar Coordinator

3. Today’s Agenda
● The Customer Journey, Where It Stands and Where It’s Going
● Acquisition, Data & Winning Customers Back
● Customer Retention & Loyalty
● Ecommerce Marketing Tips for 2019
Customer Data
Winning
Customers Back
Customer
Loyalty
Customer
Acquisition

4. Overview
Founded in 2007
Google Premier Partner
600+ Active Retail Clients
Top 50 Fastest Growing Company San Diego
Solutions
Retail-focused PPC & Shopping
Amazon Sales Acceleration
Facebook Performance Marketing
Creative Services
About CPC Strategy
Lewis Brannon
Sr. Paid Media Mgr
Today’s Moderator

5. About AdRoll
Joseph Cole
Vice President of
Global Marketing
Today’s Speaker
37,000+
ambitious brands around
the world use AdRoll
Global offices
San Francisco. New York.
Dublin. Sydney. Tokyo.
Chicago. Salt Lake City.
$246 Billion
Generated in sales
annually.
Display, mobile, and
native web
Facebook, Instagram,
and social media
Triggered and
behavioral email

6. About Aj Madison
Overview
Founded in 2000
Ecommerce Home Appliances Reseller
Showroom in Brooklyn, New York
Amy Chernoff
Vice President
of Marketing
Today’s Speaker
"Always a good experience buying appliances from them"
"Ordering process was simple and easy for full kitchen set ups"

7. About
Jenn Berg
Director of Growth
Overview
Drip is the first Ecommerce CRM (ECRM) platform built by and for
ecommerce businesses. We are a behavior-based marketing automation
platform that connects your order management and marketing analytics
system at the customer level.
Today’s Speaker
● Personalized Emails
● Intuitive Workflows
● Universal Tracking
● Intelligent Ads
● Native Integrations

8. About Trustpilot
We help people buy
with confidence
Sharing experiences builds
trust and transparency
We help companies harness
the power of reviews
53M+
Online reviews
1M+
New reviews every
month
250K
Brands reviewed on
Trustpilot
Robert Statsky
Director of
Customer Success
Today’s Speaker

9. The Customer Journey

10. What is the biggest difference you’ve seen from what
customers expected 5 years ago to what they expect
now and what will expect 5 years from now?
Question for Panelists

11. 11
People used to shop in a linear pattern
LINEAR CLICK BASED MODEL
But, that’s no longer the case.

12. 12
56Avg. retail consumer
touch points, from
intro to sale.

13. What steps are you taking to provide a seamless
experience across devices and marketing channels?
Question for Panelists

14. Mcommerce to be
44.7%of 2019 US ecommerce sales
Statista

15. Liftopia Return Buyer Workflow
drip.com
Updated the “last_purchase”
custom field
Your Snowbird Tickets
Thanks for your purchase, Dustin!
Your tickets are here, and you’re
ready to crush some fresh powder.
Download your tickets below, and
start getting ready for your trip!
Updated the “last_purchase” custom field
Wait 1 year
Apply the “status: re-sell ski trip” tag
Add to Facebook custom
audience
Liftopia.com
Save 33% on your Snowbird lift
tickets when you buy today!
Can you believe it’s already been a
year since you crushed the slopes at
Snowbird? ⛷

16. drip.com
Time to hit the slopes again!
Hey Dustin!
It’s that time of year to hit the slopes
again, just like your Snowbird trip last
year!
Book your next ski trip right now, and
get 33% off your lift ticket today only!
Updated the “last_purchase” custom field
Send “It’s time to hit the slopes
again!”
Wait 1 year
Apply the “status: re-sell ski trip” tag
Add to Facebook custom audience
Updated the “last_purchase” custom field
Wait 1 year
Apply the “status: re-sell ski trip” tag
Add to Facebook custom audience
Send “It’s time to hit the slopes again!”
Charge accepted via Stripe
Liftopia Return Buyer Workflow

17. Is your brand site optimized for mobile?
● Yes, it’s converting well
● Yes, but still improving
● Not yet
Poll Question for Audience

18. As an ecommerce company today, what steps can be
taken to improve your mobile shopping experience
for tomorrow?
Question for Panelists

19. Examples of great mobile UX
● ETSY
○ Prominent search bar
○ Grid photo format
○ Super easy to use, visually pleasing
● NIKE
○ Minimalist design
○ Amazing photos
○ product-focus
● Express
○ Slide view format on images (eliminating new image load time)
○ Browse-friendly experience
○ Short descriptions of each image
● Amazon
○ Lacks design but makes up in functionality / ease of use

20. Acquisition, Data &
Winning Customers Back

21. What strategies are you implementing to acquire net
new customers when you’re up against the ad
budgets of the giants?
Question for Panelists

22. Easily leveraging your best reviews as visually appealing content

23. Are you calculating Customer Lifetime Value (LTV)?
● Yes
● Yes, leveraging into my marketing strategy
● Not yet
Poll Question for Audience

24. How are you currently leveraging this valuable
data to inform much of your ecommerce
acquisition strategy?
Question for Panelists

25. Customer Retention & Loyalty

26. If you know you’re already providing high-quality
products customers love, how can you ensure you’re
also providing those customers with an experience
that will keep them coming back?
Question for Panelists

27. Closing Question

28. If there’s one key takeaway and/or piece of advice
from today’s sessions, what would you recommend
to focus on?
Question for Panelists

29. SMALL TEXT
STACK TEXT ROW 1
STACK TEXT ROW 2
Would you like
to continue the
conversation?

30. Ecommerce Round Table:
Stay Ahead in 2019 with a
Customer Centric Approach