Now that the Holiday madness is over, how do you keep riding that wave of enthusiasm to continue optimizing the entire customer experience and keep your seasonal shoppers coming back all year long? This SlideShare will help you learn how to champion your customers by continuing to deliver the best experiences across the board, inspire customer loyalty with a seamless holiday returns experience, build a community of fans using authentic post-holiday content and messaging across channels, and more.

1. WEBINAR
JANUARY 17, 2018
How To Keep the Holiday
High Going For Customers

2. Speakers
Harsh Jawharkar
VP of Marketing
Narvar
@hjawharkar
Awad Sayeed
CTO
Pixlee
@awadsayeed

3. • User-generated content marketing platform that helps brands market and sell with real customer
photos and videos.
• Increase e-commerce revenue, scale content creation at a low cost, connect with customers
• Collect, curate, permission, manage, publish, and optimize
• Integrate with Magento, Shopify, Demandware, and others.

4. • Narvar helps retailers inspire long-term customer loyalty by enabling
seamless post-purchase experiences that retain, engage, and delight customers
from cart to doorstep, and beyond.

5. How to Inspire Customer Loyalty Beyond the Holidays

6. Holidays set the stage for what’s ahead in 2018...
Retailers have a huge opportunity to build on Holiday momentum
by continuing to engage shoppers even after the seasonal buzz is over.
Build trust and foster loyalty by focusing on
the fundamentals:
1. Set expectations proactively.
1. Communicate at the right time
and the right place.
2. Turn returns into repeat journeys.

7. What matters during holiday season continues to be relevant
for the rest of the year
1. Instill Consumer Confidence:
Customers want to know they’re making a smart purchase decision.
2. Take Advantage of Anticipation:
Customers want to know where their orders are and when they’ll arrive.
3. Stay Ahead of Delivery Disturbances:
Customers want to know if there is a delay, a package is undeliverable,
or any other disruption occurs.
4. Calm The Anxiety Around Returns:
Customers want to know when you’ve received their returned order—and when
they’ll receive their refund.
By communicating effectively at every touchpoint,
from purchase to returns, you’ll inspire more trust and keep customers coming back.

8. Set the right expectations around deliveries and returns
/exchange policies up front
● Nobody likes guessing games,
especially when they’re spending money.
● 69% of consumers abandon shopping
carts online.
● 60% are more likely to choose a retailer
that tells them the exact date a package
will arrive.
● 49% check a return policy before
completing an online purchase.

9. What retailers can do:
● Surface a clear EDD
(estimated delivery date)
at every touchpoint.
● Ensure your return policy is easy to
find, read, and understand on your
site.

10. Send the right information at the right time, through the right
channels
● Consumers want to be kept in the loop!
● 73% say order tracking messages are very
important.
● 98% say they feel better about a company if
they’re notified immediately when something
goes wrong.
● 38% want to hear from retailers in multiple
ways and channels.

11. What retailers can do:
● Connect order and carrier data sources
and send timely, accurate messages about
delivery disruptions.
● Keep an eye on how the rise of voice-activated
technology is impacting the way consumers shop.
● Keep customers in a branded tracking
experience that offers up-to-date delivery
information.
● Let customers opt-in to receive updates
through a variety of channels.

12. Millennials want all those things…
● 70% of Millennials say they’ll always be
loyal to the brands they love.
● 79% say an on-time delivery contributes
to their decision to return to a retailer.
● 88% want to solve problems (such as finding
out where their package is) without talking to
another person.
Millennials are expected to reach a collective spending power of $1.4 trillion by 2020.

13. Holiday returns are your chance to give this demographic
a better experience than they might expect.
● 45% of Millennials ‘bracket’ their purchases.
● 48% think online returns are a hassle.
● 55% think it’s easier to return items to a store.
…and are on the forefront of these trends

14. The return journey is as important as the purchase journey
82% 95%
Who returned
an item were repeat shoppers
of the retailer.
Who are satisfied with the
returns process said they’ll purchase
with the retailer again.
Returners are likely
to be the best customers:
A great returns
experience drives loyalty:

15. Returns are the new normal — craft a returns communication
plan with that in mind.
40% of customers that made a return bought a replacement from the same retailer.
Holiday returns offer a unique opportunity to
earn two customers’ loyalty for the price of
one:
● Gift giver
● Gift recipient

16. Inspire customer loyalty with seamless post-holiday returns.
What retailers can do:
1. Make sure your returns policy
is easy to find and understand.
2. Make things easy for customers
(and yourself) with self-service
initiation online.
3. Offer visibility and communication
throughout the returns journey.

17. From one holiday season to the next, foster trust and
credibility all year long
1. Conduct a customer journey audit of everything
you’re currently doing to communicate with your customers
across touchpoints.
2. Identify and prioritize the internal process gaps
and start working towards a cross-functional solution.
3. Gather feedback and quantify the impact
of proactive comms across your customer journey.
4. Evangelize the value of proactive communication
in partnership with your customer experience and
communication teams.

18. Leverage UGC Across Key Touchpoints

19. Why UGC?

20. Context matters—show real customers
using your products to inspire shoppers
and influence sales.
• Increase email marketing CTR and
conversion rate
• Make email campaigns more
personalized and relevant
UGC Brings Email Marketing to Life

21. Abandoned Cart Order Confirmation Re-Engagement/Related Products
Personalize Every Communication

22. Solicit visual testimonials to draw
users into your community
• Add trust, social proof, and
powerful storytelling elements
to your marketing mix
• Create cost effective and highly
personalized marketing
campaigns
• Understand use cases to make
the ask at the right time for the
right user
Bolster Your Community of Brand Enthusiasts

23. Create look books and inspiration galleries
that give shoppers an authentic way to
discover and shop
• Make your eCommerce
experience more social
• Improve product discovery
• Smooth shopping experience
across all channels
6%
increase in average order
value when shoppers engage
with UGC
UGC Galleries Improve Brand Storytelling

24. Publish customer photos to your product pages to
increase conversion for specific products
• Prioritize and dynamically display the
highest performing content across all
galleries
• Highlight localized content on product
pages
2x
more likely to purchase after
interacting with UGC
Visual Reviews Drive Conversion

25. Requesting user-generated content uploads
helps gather additional customer
information
• Consumers are excited to
participate and volunteer their
contact information and preferences
Enrich Your CRM Database of Engaged Consumers

26. Enrich Your CRM Database of Engaged Consumers

27. ACROSS ALL TOUCHPOINTSOPTIMIZE PERSONALIZE
Give Customers the Best Experience Possible