[Webinar] Are You Over Complicating Your Customer Journey

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Are you over complicating your customer journey?


Darryn Hall

Chris Sheen

Chief Revenue Officer

Head of Marketing


You can

keep it simple and still

win BIG

Today’s Mission


What is winning BIG?


Big Wins • • • • • •

Purchases Bookings Donations Bets Placed Applications etc.


Big Wins • • • • • •

Purchases Bookings Donations Bets Placed Applications etc.

Also known as

Macro Conversions





“The modern customer journey is complex. So it’s important to focus on the key moments that help inspire people to buy your product or service.”


SEO

Per 100 Visitors

Email

to your website

Direct Mail Television Affiliate Billboard PPC Radio Lead Gen Display

100

Show Interest

10

Show Intent

2

Convert (Big Win)


SEO

Per 100 Visitors

Email

to your website

Direct Mail Television Affiliate Billboard PPC Radio Lead Gen Display

90

Show Interest

8

Show Intent

2

Convert (Big Win)


Simple Formula

Interest into Intent

Intent into Purchase

Purchase into Loyalty (Repeat Interest)


Introducing‌

little wins


Introducing‌

little Conversions wins Also known as

Micro


Interest

Intent


Email Sign-Ups Get the relationship started

ON AVERAGE AN

EMAIL ADDRESS IS worth

£84.50 (little win)

Interest into Intent


Buying Signals Keep visitors on your site

28.6% OF consumers leave to do

PRICE COMPARISON (little win)

Interest into Intent


Drive Urgency Nudge people through funnel

Popularity +

Scarcity =

UrgencY (little win)

Interest into Intent


Intent

Purchase


Checkout UX

Focus on good experiences

ü Progress Bar ü Guest Checkout ü Payment Opts (little win)

Intent into intoPurchase Purchase Intent


Booking Reminders Make it easy to come back

21% OF consumers NEED TO

CHECK With OTHER TRAVELLERS (little win)

Intent into Purchase


Cart Recovery

Reconnect with abandoners

9 in10 consumers Would consider

Returning to Their purchase (little win)

Intent into Purchase


Purchase

Loyalty


User Generated Content Use the power of the people

Writing a REVIEW RESULTS IN AN

18% Increase in Loyalty (little win)

Purchase into Loyalty


Referral Programs Not a pyramid scheme…

87% oF CONSUMERS SAY THEY

TRUST A FRIEND

Over an expert critic (little win)

Purchase into Loyalty


Cross-Sell Emails Show what you know!

PERSONALIZED

POST-PURCHASE EMAILS GET AN

EMAIL OPEN RATE OF

61% (little win)

Purchase into Loyalty


Takeaways 1) Keep it simple 2) Focus on the little wins 3) Get comfortable with not getting complex *


Any Questions?


Thank You for Listening Get in touch and let’s talk journeys!

Darryn Hall @Darryn_Hall darryn.hall@salecycle.com

Chris Sheen @MrChrisSheen chris.sheen@salecycle.com


Are you over complicating your customer journey?


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