Nick King - Engage Customer · 2019. 6. 17. · people. Clean, uncluttered layout and clear,...
Transcript of Nick King - Engage Customer · 2019. 6. 17. · people. Clean, uncluttered layout and clear,...
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Nick KingAuto Trader
@nchking
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Digital Excellence:
An easier more enjoyable purchase journey
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We’re living through uncertain times…
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Politically… Economically…
Socially…Technologically…
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Familiarity
Make me happy! ☺
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In a complex digital world...
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Advertising messages seen every day
Up to 10,000
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Information Overload
Our brains are configured to make a certain number of decisions per day.
Hit that limit, and we can’t make any more, regardless how important.
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Think like a consumer
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BMW configuration options
Section title
14
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Ret
enti
on
time
Primacy effectPeople have a good memory for items at the beginning of a list
Recency effectPeople also have a good memory for
items at the end of a list
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If their website is an insight into how the company is run, I'd
run a mile.
Never visited the site due to confusing website. How can I make a choice if I cant see cars and quality of the dealership in one place.
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Section title
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Perception matters
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1 2 3
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OK50p
Good75p
Excellent£1.50
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So a fantastic design and UX can really make a difference…
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Section title
21
So how do brands deliver an enjoyable online experience today?
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5431Choice Providing people with a clear path through complexity
ConfidenceReassuring people that its safe to stop searching
EnrichmentGoing the extra mile to excite and inspire people
FairnessBuilding peoples belief in the brand
5 core needs in digital retail 2Experience
Engaging with people in a way that feels human
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Choice Providing people with a clear path through complexity
The website shows me everything I need to see.
The company would help me make the best
possible choice
I’m confident I can make the right choice
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Flexible search options, including ‘draw a search’
Filter options change as you funnel down results
Information on area, street view etc. allows fully-informed decision making
Expert review
A wide variety of estate agents selling houses locally so you'll always have choice.
Choice What websites are providing the best choice?
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“The website helped me get the tickets I needed at the right price with no hassle.”
“Lots of information given to make informed choice and the site is easy to navigate.”
“Site has everything I need to know such as live updates and is very user friendly.”
Choice What websites are providing the best choice?
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Choice
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Choice
Making it easy, but as we know simplicity is the
ultimate sophistication
Help me know I made the right choice
Providing people with a clear path through complexity
“more” isn’t equal to “better” –it’s about curation and guided navigation, not overwhelming with endless options.
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ExperienceEngaging with people in a way that feels Human
The website seems to anticipate my needs
The company would provide a highly
personalised service
I’m not worried about any unexpected problems
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Two ways to start search based on journey stage
Journey directed through Chatbot-style questions
Prompts with tips – “How much paint do I need?”
Expert review
I can pick a colour and it shows me every option, then it even shows you colours that work with it. […] I wasn't looking to buy paint but now I want to!
ExperienceWhat websites are delivering an exceptional online experience?
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“Very personalised service and lots of choices.”
“Reliability brings massive customer integrity and loyalty.”
“Amazon remembers what you most look at and gives suggestions based on history.”
Very personalised service and lots of choices.
ExperienceWhat websites are delivering an exceptional online experience?
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Engaging with people in a way that feels HumanLevel of detail shows we can deliver a personalised service – live chat/ Chat bot advice and help
Experience
Prompts with tips Remembering what you like/ last bought/
already ownDoes it feel intuitive – is it easy to use?
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ConfidenceReassuring people that its safe to stop searching
The website works exactly how I want it to
I’d completely trust the company’s advice
I know everything I need to know
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Clear categories and searches broken down into easy-to-use chunks
Customer reviews and “People also bought.." provide reassurance and guidance
Amount of detail and choice makes it feel like the one stop shop for DIY needs
Expert review
Wow - everything under one roof but every item explained in great detail and simple-to-follow pricing too.
ConfidenceWhat websites are giving consumers the most confidence, to navigate journeys and aid their decision making?
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“I am reasonably confident of getting the best deal possible.”
“Great website, easy to use, it has all the information I need.”
“Does what it says on the tin, easy to pick tickets, lovely jubbly.”
It works exactly how I want it to
I’d completely trust their advice
I know everything I need to know
ConfidenceWhat websites are giving consumers the most confidence, to navigate journeys and aid their decision making?
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Reassuring people that its safe to stop search
Clear categories and searches broken down into easy-to-use chunks
Confidence
Customer reviews and “People also bought.." provide reassurance and guidance
Am I getting a good deal?
Trust and Transparency even more important
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EnrichmentGoing the extra mile to excite and inspire people
The website provides me with inspiration
I’d enjoy the experience of dealing with the company
I’m excited about the choice I’m making
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It is great experience because it has a good layout, it is clear, and it has very good filter options.
Expert review
Clean, uncluttered layout and clear, stylish photos
No ‘hard sell’ – can browse calmly with pressure to buy
Temptation to explore unintended products
EnrichmentWhat websites are going above and beyond the functional elements and going the extra mile?
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“Found exactly what I was looking for very quickly. A pleasure to use the site.”
“This website makes you want to get booking and head off in holiday. Loads of choice, and easy to use.”
“It is a very well presented website with plenty of inspiration as soon as you arrive on site.”
EnrichmentWhat websites are going above and beyond the functional elements and going the extra mile?
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Going the extra mile to excite and inspire people
Clean, uncluttered layout and clear, stylish photos. Attention to detail critical now
Enrichment
The limitations physical environs have on your forecourt do not apply – the digital site can be anything you want…
Everyone should be working just as hard to inspire and excite potential customers, and not rely on OEMs to do this job.
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Fairness
Building peoples’ belief in the brand
The website offers me a balanced perspective
The company’s employees should be proud to work there
I can stay true to my wider ethical values
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Illustrated with real-life scenarios to demonstrate product value
Comfortingly homely, human style, language and tone
Gives a feeling of being supported in unfamiliar territory
Expert review
Webpage was clear and encouraging of saving energy, such a message should be more widely valued.
FairnessWhat websites are embracing transparency and building brand affinity?
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“Love this company - great website.”
“I would feel very confident to buy from it.”
“Great site, very easy to navigate and find what I wanted.”
FairnessWhat websites are embracing transparency and building brand affinity?
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Building people’s belief in the brand
Illustrate with real life scenarios – Stories from customers
Show a balanced perspective –reviews
Do I feel good after I have visited the site?
Fairness
Transparency of hidden costs
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Blended retail keep winning…and that is what our industry is.
What an opportunity to shine.
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Digital Excellence:
An easier more enjoyable purchase journey
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Thank you!@nchking@atinsight
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