Diederick Vos - Persoonlijk advies en service via e-mail @ Copernica Summit 2014

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The document discusses how businesses can provide personalized customer service and recommendations through email marketing. It explains that browsing and shopping cart data provides insights into customer interests, demographics and needs that can be used to send relevant product suggestions and recover abandoned purchases. Additionally, email campaigns for welcome messages, reactivation, customer service and loyalty programs increase engagement and conversion. The presentation recommends gathering more customer data and creating personalized email campaigns around key customer touchpoints.

Marketing

Personal advice and service
through email
- Diederick Vos

How may I help you?
Copernica Summit 2014 2
Diederick Vos
Diederick Vos
Diederick.Vos@Copernica.com
www.copernica.com
@CopernicaNL

What happens in a store?
Copernica Summit 2014 3
Personal advice
Payment
Handing out order
How do you do that online
with email?
Customer service

In this presentation…
• Product recommendations
• Abandoned shopping carts
• Event-driven emails
• Customer service
• Loyalty program
Copernica Summit 2014 4

…gives valuable information
• Product interests
• Type of shopper
• Demographics
• Product requirements
Copernica Summit 2014 6

Product interests…
Copernica Summit 2014 7

Leads to product recommendations
Copernica Summit 2014 8

How someone browses…
Copernica Summit 2014 9

…reveals the type of shopper
Copernica Summit 2014 10

…demographics and product
requirements
Size 43
Copernica Summit 2014 11

But why should you do that?
• Email has the highest ROI of all marketing
channels
• Personalized and relevant emails can increase
conversion with 18x
Copernica Summit 2014 12

Welcome campaigns
Welcome Campaign
Copernica Summit 2014 13

Abandonded shopping cart
is money
Copernica Summit 2014 14

Follow up on abandoned shopping carts
Conversion +20%
Copernica Summit 2014 15

Reactivation campaigns
Copernica Summit 2014 16

Customer service
• Reminder that phone subscription ends soon
• Warranty extension
• Reminder of required service maintenance
Copernica Summit 2014 17

Learnings
• Gather more data from customers
• Create personalized campaigns based on behavior
• Give points to loyal customers
• Think of which events can be a contact moment
Copernica Summit 2014 21

Thank you for your time
Copernica Summit 2014 22
Diederick Vos
Diederick Vos
Diederick.Vos@Copernica.com
www.copernica.com
@CopernicaNL

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Diederick Vos - Persoonlijk advies en service via e-mail @ Copernica Summit 2014

1. Personal advice and service through email - Diederick Vos

2. How may I help you? Copernica Summit 2014 2 Diederick Vos Diederick Vos Diederick.Vos@Copernica.com www.copernica.com @CopernicaNL

3. What happens in a store? Copernica Summit 2014 3 Personal advice Payment Handing out order How do you do that online with email? Customer service

4. In this presentation… • Product recommendations • Abandoned shopping carts • Event-driven emails • Customer service • Loyalty program Copernica Summit 2014 4

5. Just browsing… Copernica Summit 2014 5

6. …gives valuable information • Product interests • Type of shopper • Demographics • Product requirements Copernica Summit 2014 6

7. Product interests… Copernica Summit 2014 7

8. Leads to product recommendations Copernica Summit 2014 8

9. How someone browses… Copernica Summit 2014 9

10. …reveals the type of shopper Copernica Summit 2014 10

11. …demographics and product requirements Size 43 Copernica Summit 2014 11

12. But why should you do that? • Email has the highest ROI of all marketing channels • Personalized and relevant emails can increase conversion with 18x Copernica Summit 2014 12

13. Welcome campaigns Welcome Campaign Copernica Summit 2014 13

14. Abandonded shopping cart is money Copernica Summit 2014 14

15. Follow up on abandoned shopping carts Conversion +20% Copernica Summit 2014 15

16. Reactivation campaigns Copernica Summit 2014 16

17. Customer service • Reminder that phone subscription ends soon • Warranty extension • Reminder of required service maintenance Copernica Summit 2014 17

18. Loyalty Copernica Summit 2014 18

19. Loyalty Copernica Summit 2014 19

20. Loyalty Copernica Summit 2014 20

21. Learnings • Gather more data from customers • Create personalized campaigns based on behavior • Give points to loyal customers • Think of which events can be a contact moment Copernica Summit 2014 21

22. Thank you for your time Copernica Summit 2014 22 Diederick Vos Diederick Vos Diederick.Vos@Copernica.com www.copernica.com @CopernicaNL

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