Post-sale marketing deck for workshop- MYCyberSALE
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I was extremely fortunate to be able to share what little I know on Post-sale marketing to our guests at MYCyberSALE two day workshop for e-commerce businesses in Malaysia. I hope this helps!
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Post-sale marketing deck for workshop- MYCyberSALE
- 2. POST-SALE MARKETING = WHAT MARKETERS DO AFTER SALES?
- 3. EXAMPLE- REDUCE ANY POTENTIAL DISSATISFACTION
- 4. EXAMPLE- REDUCE ANY POTENTIAL DISSATISFACTION PROBLEM GIFT CARD WAS FOR LONDON STORE PURCHASE MADE IN APAC STORE RESULT PAID FULL PRICE!!! PANIC & DISTRESSED CUSTOMER
- 5. EXAMPLE- REDUCE ANY POTENTIAL DISSATISFACTION PROBLEM SOLVED SPEED OF LIGHTNING AWESOME CUSTOMER SERVICE NO HASSLE HAPPY CUSTOMER WILL DEFINITELY BUY AGAIN!
- 6. WHY IS POST-SALE MARKETING IMPORTANT? REDUCE ANY POTENTIAL DISSATISFACTION FEEDBACK & REFERRAL CUSTOMER SERVICE CHURN DETECTION & ENHANCE LOYALTY CROSS SELL & UPSELL UPDATE & ANNOUNCEMENT
- 8. EXAMPLE - CUSTOMER SERVICE CALL CENTER THE BAD Dedicated person to attend to the call. Must have answers on-the-spot High Maintenance Hard to understand sometimes THE GOOD Immediate response
- 9. EXAMPLE - CUSTOMER SERVICE LIVE CHAT THE BAD Dedicated person to attend to the chat. Must have answers on-the-spot THE GOOD Immediate response
- 10. EXAMPLE - CUSTOMER SERVICE SOCIAL MEDIA THE BAD Air Your Dirty Laundry For EVERYONE to see. THE GOOD Shows Activity Good Publicity But….
- 11. Of customers believe it takes too long to reach a live person Of customers service agents fail to answer customers questions Of customers went to a competitor due to bad service. Of customers ended a business relationship due to bad service. 75% 78% 61%50%
- 12. EMAIL MARKETING THE BAD Can be annoying Sometimes Abused Not Related THE GOOD Highest Conversion Rate Cheapest to Manage
- 13. EMAIL MARKETING VS SOCIAL MEDIA Campaign Impressions Clicks CTR Avg CTR Cost Conversions Cost Per Acquisition Email 1000 50 5% $1 $50 10 $5 Social Media 2000 200 10% $1 $200 10 $20
- 14. NEWSLETTERS
- 15. NEWSLETTERS Make sure it’s relevant to everyone Not too frequent Short and Sweet Not to Sale-sy
- 16. SEND ADVISOR
- 18. SEND ADVISOR
- 19. SEND ADVISOR
- 20. SEND ADVISOR
- 22. Every customer is different, why send them the same email? Minematic helps online businesses reach out to your customers in a personalized manner - via email marketing. Imagine 100,000 emails, and not one the same.
- 23. EXAMPLE- FEEDBACK AND REFERRAL W D-U W D-U W D-U W D-U W D-U New || Women || Men || Sports || Home || Lifestyle || Kids || Sale || Clearance W D-U HEY Charlie! We just need to know: would you recommend Wood-U to your family and friends? W D-U W D-U W D- W D W D-U W D- W D-W D-U 1 2 3 4 5 6 7 8 9 10 SORRY VERY MUCH This survey is powered by Minematic Please do not unsubscribe
- 24. Subject : Love your new item? Then meet it’s soulmate EXAMPLE: CROSS - SELLING CAMPAIGN
- 25. Subject : Did you find what you were looking for? EXAMPLE: BROWSE DROP OFF CAMPAIGN
- 26. FACTS OPEN RATE CLICK THROUGH CONVERSION 41% of customers opened our emails 10% clicked through to the website 34% of customers purchased, from click through. 22% lift in open to click rate > 300% ROI > 300K recommendations served > 12 months and still LIVE
- 27. Thank you wen@minematic.com Find out more www.minematic.com