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Constantine Bachvarov - e-commerce customer loyalty

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Building customer value and trust is hard. Constantine is sharing his knowledge while working for ozone.bg one of the biggest online retailers in Bulgaria.

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Constantine Bachvarov - e-commerce customer loyalty

  1. 1. Customer loyalty
  2. 2. Hello! My name is Constantine Bachvarov I am Marketing director, Ozone.bg You can find me at: cbachvarov@ozone.bg
  3. 3. Get to Know your Customers - What are their interests? - Who and what do they admire? - What do they consider most important?
  4. 4. “ Most retailers already segment customers along geographic and behavioral lines to better target them with personalized product offers. But to create emotional connections and build lasting relationships, you’ll need to find out what makes them tick.
  5. 5. The rules and Tools for ENGAGEMENT ◎ Create positive customer experiences ◎ Always follow up ◎ Personalize your communication ◎ Use social media wisely ◎ Make the most of mobile commerce ◎ Connect live when you can
  6. 6. Conclusions Measuring success Additional resources
  7. 7. ◎ Educating customer - facing employees on how to interact with customers. ◎ Giving your customers the tools and channels (live channels, reviews, social media, feedback and community forums), to interact with you. ◎ Following up on purchases and offering helpful tips. ◎ Fostering live interactions that build community. Conclusions: Measuring Success
  8. 8. Signs of success Engagement Metrics ◎ Duration of visits ◎ Frequency of visits ◎ Depth of visits ◎ Click-Through Rates ◎ Sales ◎ Lifetime value Actions ◎ RSS Feed/Newsletter sign ups ◎ Bookmarks, tags, ratings ◎ Page views ◎ Registrations ◎ Content sharing ◎ Customer reviews
  9. 9. Quick Guide to Rules of Customer Engagement Create Positive Shopping Experience ◎ Customer service excellences ◎ Live chat ◎ Creative Shopping options ◎ Intelligent product recommendation ◎ Unique site views Always Follow Up ◎ Customer reviews ◎ Reward programs ◎ Newsletters ◎ Special offers ◎ Easy returns Personalize Your Communications ◎ Email offers & promotions ◎ Reward programs ◎ Video, games ◎ Blogs & Community forums ◎ Giveaways
  10. 10. Quick Guide to Rules of Customer Engagement Use social media wisely ◎ Soliciting opinions & feedback ◎ Voting for product favorites ◎ Asking customers to help co-create ad campaigns ◎ Coupons, giveaways & contests ◎ Sharing articles, quotes & images Make the most on Mobile Commerce ◎ Mobile analytics ◎ Mobile checkouts ◎ Mobile apps ◎ Location-based marketing Connect Live When You Can ◎ Webinars ◎ Webcasting ◎ Community forums ◎ Live events
  11. 11. Thanks! Any questions? You can find me at: cbachvarov@ozone.bg

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