Introduction and Key words
Visualizing an e-commerce experience
Usefulness of engaging customers
Strategies to optimize customer engagement
Improve customer engagement
Conclusion
2. I. What is it about?
Introduction and Key words
II. Why do we need it?
Visualizing an e-commerce experience
Usefulness of engaging customers
III. Any secrets behind?
Strategies to optimize customer engagement
IV. How can we retain this?
Improve customer engagement
Conclusion
V. References
CONTENTS
3. INTRODUCTION & KEY WORDS
E-commerce : All electronically mediated information exchanges
between an organazation and its external stakeholders.
Customers: party that receives or consumes products (goods
or services) and has the ability to choose between different products
and suppliers.
Customer Retention: techniques to maintain relationships with
existing customers.
Customer Obsession: a strategy of customer service to a deeply
rooted & shared value of creating exceptionally satisfied and extremely
loyal customers.
Customer Engagement(CE): the engagement of customer
with company or brand.
4. VISUALIZING CUSTOMER EXPERIENCE
Research &
Planning
•Compare prices &
offers
•Blogs & other sites
Product Discovery
•Product specification
•Buy the product
Ordering Process
•Checkout flow
•Review & confirm
Product shipping &
Delievery
•Check order status
•Change plans
Returns and
Refunds
•Share experience
•Request fund
Thinking
Feeling
Enjoyability
Experience
5. USEFULLNESS OF ENGAGING CUSTOMERS
Improving product & service quality
Accelerating sales
Nurturing loyalty
Increasing brand awareness
Differentiating from competitors
Creating online community
6. STRATEGIES TO OPTIMIZE CE
The importance of capturing not only wallet
share, but MIND SHARE, as well.
The mind share is measured by customer
engagement
How much time
How often
7. STRATEGIES TO OPTIMIZE CE
Customer experiance: Interaction breeds long-term
engagement.
From how quickly to how much time.
Creat experiance from a customer’s point of viwe
What would a customer could like to do,see learn
Customer relationship: demonstrating values to the
customer creates a positive relationship.
Personalizing the experience
Listening to customers preferences
8. STRATEGIES TO OPTIMIZE CE
Be Where Your Customers Are: Transfer your business to
all potential channels where a customer can reach you.
An interactive experience that can seamlessly transfer from
online to mobile to tablet is going to be integral in
increasing the amount of time customers spend with your
brand.
Make the Experience Easy to Find: To get the best out
of the development tool create an easy navigation directly
from the home page or optimized landing page.
9. STRATEGIES TO OPTIMIZE CE
Promote the Experience: Promoting the
experience can increase traffic and resulting
conversions.
Expertly place the monetization of the experience:
Bottom-line revenues are still going to be driven
by sharing the wallet.
Let the experience drive the conversion.
10. IMPROVE CE
Track customer behavior enable communication:
with the customer over whichever platform they desire.
Build a community or group: more effectively interact with
customers through online channels, forums, blogs, social networks.
Host a Webinar or Google hangouts: to reach large target
audience and interact visually with different means of media.
Offer exclusive contents: that are not available to the general
public, special discounts, seasonal offers, members-only forums.
Celebrate together: for each milestones, make the customers feel
as part of the contribution to the company success.
11. CONCLUSION
Sell not ONLY the product but the complete EXPERIENCE
to the customer who shop online.
The more you can ENGAGE people in store & the more
helpful you can be in their buying experience, the more
SUCCESSFUL you will be.
For improved product and service quality , engaging
customers is the ultimate way for a company to be
PROFITABLE and retain CUSTOMERS.
12. REFERENCE
Dave Chaffey. 2009. E-BUSINESS AND E-COMMERCE MANAGEMENT, 4th Edition.
Pearson Education Limited, Essex CM20 2JE, England
Customer. E-commerce.
URL: http://www.businessdictionary.com/definition/customer.html#ixzz3EdqctiYC
George Gallegos. 24.09.2014. The Growing Allure of E-Commerce Systems
Integration [online].
URL: http://www.ecommercetimes.com/story/81090.html
Benjamin Kabin. 08.09.2014. 6 Ways to Retain Ecommerce Customers [online].
URL: http://www.entrepreneur.com/article/237090
24.03.2013. Visualizing an E-Commerce Customer Experience Map [online].
URL: http://productpad.in/blog/visualizing-an-e-commerce-customer-
experience-map/