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.

1. Customer
loyalty

2. Hello!
My name is Constantine Bachvarov
I am Marketing
director, Ozone.bg
You can find me at:
cbachvarov@ozone.bg

3. Get to Know your
Customers
- What are their interests?
- Who and what do they admire?
- What do they consider most
important?

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. 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. Conclusions
Measuring success
Additional resources

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. 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. 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. 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. Thanks!
Any questions?
You can find me at:
cbachvarov@ozone.bg