Gear up for a Great Holiday Customer Experience

Antavo & Live Chat Webinar

ABOUT US

Jessica MizerakAntavo Loyalty SoftwareCustomer Loyalty Strategy

Marcin BorowskiLiveChat Inc.Support Hero

AGENDA

1.Holiday shopping trends in ecommerce2.What do holiday shoppers seek?3.What kind of loyalty program marketing works best during the

holidays?4.The difference your brand voice makes5.Why use instant communication to reach out to customers?6.The virtues of proactivity in live chat

Holiday shopping trends in e-commerce01

Timing is everything!

Placement is everything, too!

- DesktopE-commerce on desktops accounted for $56.43 billion in online sales in 2015

- MobileMobile commerce made up approximately 18 percent of the digital commerce spend that occurred in 2015’s November and December holiday period

- AppsBetween 2014 and 2015, the percentage of holiday shoppers that said they had ever used a mobile app to purchase increased from 25% to 40%

Image source: http://www.emarketer.com/Article/Ecommerce-Sales-Expected-Boom-Again-This-Holiday-Season/1013778

What do holiday shoppers seek?02

What do holiday shoppers seek?

1. Inspiration (Make blog and video content that inspires)When people begin shopping for the holidays, most are totally undecided or considering multiple gift options – (nearly 7 in 10 shoppers).

2. The “best” gifts (Think content and SEO!)Search results including “best” - like best lipstick or best gifts for dad, have increased by 50%

3. Good dealsOffer free shipping or discounts to inspire purchase

Data source: Think with Google “This Holiday Season, Watch for These 3 Shopping Trends”Image source: https://ohmy.disney.com/insider/2013/12/02/celebrate-cyber-monday-with-savings/

What do holiday shoppers seek? (And how can marketing make a difference?)

Petco Animal Supplies

Source: www.petco.com/holiday

What do holiday shoppers seek? (And how can marketing make a difference?)

Source:

ULTA Beauty

Source: www.ulta.com/giftguru/

What do holiday shoppers seek?

(And how can marketing make a difference?)

Source:

OshKosh B’gosh

Source: @OshKoshBgosh on Twitter

What do holiday shoppers seek? (And how can marketing make a difference?)

Source:

Bloomingdales

Source: @bloomingdales on Instagram

Prepare your own loyalty marketing magic03

Before the holidays

1. Use point promotions to encourage action- for sharing holiday promo sites, - for inviting new friends - for buying specific items/categories

2. Incorporate wish lists

3. Promote holiday content

4. Get creative with your promotions

Image source: http://www.whatroseknows.com/freebies/mycokerewards?page=3

Before the holidays

Image source: http://hip2save.com/2015/11/01/best-buy-rewards-members-check-email-for-possible-mystery-reward-valued-at-5-5000

1. Use point promotions to encourage action- for sharing holiday promo sites, - for inviting new friends - for buying specific items/categories

2. Incorporate wish lists

3. Promote holiday content

4. Get creative with your promotions

During the holidays

Once October rolls around, it’s time to get attention and sales!

1. Offer exclusive events for existing loyalty members.

2. If you have membership levels, emphasize what shoppers can get when they reach a higher tier.

3. Spark some curiosity in the loyalty program for non-registered customers, emphasize offers available within the program.

Image source: http://www.temptalia.com/sephora-rouge-vib-vib-20-coupon-codes-holiday-sale-event/

After the holidays

Turn new loyalty members and one-time purchasers into loyal customers. How?

1. Show your gratitude

2. Great communication: make it personal or risk losing interest

3. Relevant offers

Image source: hpinterest.com/pin/231513237073171751/

Holiday spirit is part of the experience

Above all, it’s essential to get in the holiday spirit and provide a great customer experience. Great offers can garner lots of interest, but offering a unique (festive)

brand voice and offering great service during this busy time is what will keep you on customers’ minds in the future.

Image source: http://www.williams-sonoma.com/?cm_sp=tnav-_-williams-sonoma-_-tab

The difference your brand voice makes04

Representation

Formal vs informal

Instant communication with customers05

The client’s perspective

Your perspective

Proactivity06

Greetings

Why it matters?

Don’t rush after!

Mail automation

Thank you for your attention!

Jessica MizerakAntavo Loyalty SoftwareCustomer Loyalty Strategist Jess.Mizerak@antavo.com

Marcin BorowskiLiveChat Inc.Support Herom.borowski@livechatinc.com