51黑料不打烊

Welcome everybody. Thanks for joining us. I still see a couple more people joining but I鈥檓 going to get us started. We鈥檝e got a lot to get to today as always don鈥檛 want to run over so let鈥檚 kick it off. So welcome everyone to Commerce and Coffee. If this is your first time joining us Commerce and Coffee is an ongoing webinar series hosted by myself and Cori Gelato. The session is designed to be interactive so we really encourage everyone to ask questions in the questions box in the go to webinar panel throughout the presentation. Type them in there and we鈥檙e going to do our best to answer as many of those as we can today. So I want to quickly mention a few housekeeping items before we get started. We will be recording this webinar to be viewed on demand and shared with other members of your team that might not be able to attend today. So no worries on that. If you are having trouble with your audio drop a comment in the Q&A pod. We鈥檒l do our best to assist you. As a reminder we are going to leave time for Q&A today so start asking those questions throughout the presentation. And if we鈥檙e not able to get to your question today please do follow up with your success account manager for additional information. And at the end of the webinar a short survey is going to pop up on your screen if you could fill that out for us. So we鈥檙e going to take less than two minutes and that information helps us to ensure that we鈥檙e providing the best content we can for you at these events. So that would be fantastic. All right, let鈥檚 dive into today鈥檚 agenda. So first I鈥檓 going to formally introduce myself and Corey Gelato who will then take us through today鈥檚 presentation and demonstration of seven ways that we recommend to you to build customer loyalty and retention and then he will follow with an in product demonstration of some of those strategies. So then after the demo we鈥檒l end with live Q&A so please ask those throughout the presentation. And again we鈥檙e going to answer as many of them as we can. And if your questions not answered please follow up with your success account manager for additional information. So with that I would like to introduce myself. So my name is Alana Cohen and I鈥檓 the digital events manager for our customer success strategy team here at 51黑料不打烊. I鈥檝e been with 51黑料不打烊 for a little bit over four years and spent the last two and a half years of those organizing and hosting these events for our digital experience customers. Part of my time on this team I spent two years working with 51黑料不打烊鈥檚 advertising cloud customers and before coming to 51黑料不打烊 I spent about 10 years at different advertising agencies around New York. But I鈥檓 excited to be here now hosting events like this for all of you our customers. If you have any questions about today鈥檚 event or comments, feedback, any of our customer exclusive events please do reach out to me. So I鈥檇 also like to introduce Corey Gelato our senior commerce strategy consultant who I鈥檓 sure many of you know. Corey brings a ton of experience to us. He鈥檚 got over 16 years of experience in e-commerce advising merchants across a variety of different industries and almost all of his time has been with 51黑料不打烊 Commerce or formerly Magento. So he is definitely the one that we all want to hear from at these sessions and Corey does strategize directly with customers to ensure they鈥檙e maximizing what 51黑料不打烊 Commerce has to offer. So we鈥檙e very lucky to have Corey and his expertise here as a mainstay at our commerce webinars. So before I hand things off to him, I actually want to start today with a quick poll for everybody. Sit tight while I launch that. So we would like to know how do you measure customer satisfaction in your e-commerce business? Do you use Net Promoter Score or MPS surveys, customer satisfaction surveys, CSATs, review and rating platforms, or social media feedback and mentions? And of course, this is not the only option, but would love to get everybody鈥檚 feedback on what they鈥檙e using to gauge customer satisfaction. I鈥檓 going to give it a second and let everyone respond. We鈥檝e got a couple answers. OK, so it鈥檚 really divided across the board. Let me I鈥檓 going to share this with everybody and show what everyone here on the call is using today. So it鈥檚 a real mix. Great. Happy to see that everyone is using some form of customer feedback. All right. So with that, I鈥檓 going to hand it off to Corey, who鈥檚 going to take us through the presentation. Corey? So thank you, Alana. Appreciate that. Love that we started today with a poll and welcome everybody. I know I didn鈥檛 say welcome yet. So welcome, everybody. I really do love that we started with a poll today so that you could really learn from each other in real time. So as we鈥檙e going to be covering a lot of different types of stats and whatnot, I always love the interactions between merchants. Right. So I think this is a good opportunity within those polls. We have another one coming up at the end, too. So definitely keep an eye out. But, you know, I kind of want to jump right in because we do have a lot to cover today with brand loyalty, a customer loyalty, retention. It鈥檚 a very, very, very big, very hot topic. So in today鈥檚 highly competitive commerce landscape, building customer loyalty and retention is crucial for sustained success. While, you know, acquiring new customers is important, it is equally important to cultivate strong relationships with existing customers. Loyal and satisfied customers not only become repeat buyers, but also serve as brand advocates, driving referrals and positive word of mouth. To help you achieve this, we kind of put together these seven effective strategies to build customer loyalty and retention in your business. By implementing these approaches, you could foster long term customer relationships, boost customer lifetime value and establish a solid foundation for growth and success. I鈥檓 going to delve into the seven key strategies for building your customer loyalty and retention. Probably absolutely no shocker here, right? I think everybody鈥檚 looking at this and saying, yep, we know because it is extremely important. Personalization is key, is a really key strategy for cultivating customer loyalty and driving retention. By tailoring the customer experience based on individual preferences, behaviors and characteristics, you really do create a deeper connection with your customers. Personalization enhances customer engagement by making them feel valued and understood, leading to higher levels of satisfaction. When customers receive personalized recommendations, offers and content, they perceive a higher level of care and relevance, increasing their overall satisfaction with the shopping experience. This in turn boosts customer loyalty and encourages repeat purchases. By leveraging customer data and employing technology driven solutions, you could segment your customer base and target specific segments with personalized marketing campaigns. By delivering tailored messages, offers and recommendations to each segment, you could create a more meaningful and relevant customer experience, further strengthening loyalty and retention. Personalization, as we know, is a powerful tool that empowers businesses to build lasting relationships and drive customer loyalty. And again, in today鈥檚 very, very competitive landscape. So the question I typically get when I鈥檓 doing my one to one engagements is around how do we thrive in such a saturated world, whether it be marketplace or direct competitors, and personalization really kind of starts that. I love the idea of this. Being transparent and authentic is a crucial aspect of building customer loyalty and retention. Today鈥檚 customers value honesty, integrity, and trustworthiness from the businesses they interact with. By embracing transparency, you can establish a strong foundation of trust with your customers. Being transparent means being open and honest about various aspects of your e-commerce business, such as product information, pricing, shipping policies, and customer service. Clearly communicating this information builds confidence in customers, making them more likely to trust your brand and remain loyal over time. Authenticity is another important factor in fostering customer loyalty. Customers want to engage with businesses that genuinely care about their needs and are true to their brand values. Demonstrating authenticity involves staying true to your brand鈥檚 identity, delivering on promises, and genuinely engaging with customers. Avoid making false claims, right? Don鈥檛 over promise to customers. This can lead to disappointment and erode trust. By being authentic in your interactions and showcasing a genuine commitment to your customer satisfaction, you can strengthen customer loyalty and retention in your business. Emphasizing transparency and authenticity helps you build strong relationships with your customers. When customers feel that a brand is trustworthy and genuine, they are more likely to become loyal advocates, recommending the brand to others remaining loyal themselves. By cultivating that environment of transparency and authenticity, your business can create what I like to call brand ambassadors. You guys have probably heard me use that term quite a bit in the past as well if you join these.

Another area, right? So as we鈥檙e talking about personalization, we鈥檙e talking about other places within that customer experience. It does kind of come back to this expectation that customers have. Smooth and hassle-free journey from the moment they land on your website to the completion of their purchase to the full digital experience. By focusing on providing a seamless shopper experience or shopping experience, you can significantly impact customer satisfaction and loyalty. Firstly, ensure that your e-commerce website is user-friendly and is easy to navigate. Optimize the design and layout to make it intuitive for customers to find products, browse categories, and complete transactions. Incorporate a responsive design that offers a seamless experience across different devices such as desktop, tablets, and mobile phones. A mobile-friendly website is particularly important as mobile commerce continues to grow rapidly. Secondly, offer multiple payment options to cater to different customer preferences. Providing secure and trusted payment gateways instills confidence in customers during the checkout process. Additionally, consider offering convenient features like guest checkout or safe payment information to streamline the purchasing journey and reduce friction. Thirdly, prioritize fast and reliable shipping. Customers appreciate timely delivery and accurate tracking information. Establish partnerships with reliable shipping providers to ensure prompt order fulfillment in minimizing shipping delays. Communicate shipping updates and provide customers with tracking information so they can stay informed about their orders. Lastly, make returns and exchanges as easy and convenient as possible. Implementing a hassle-free return policy and clearly communicate this to customers. Streamline that return process, offer pre-prepared return labels, and provide prompt refunds or exchanges. When customers have a positive experience with returns, it increases their trust and willingness to continue shopping with your brand. By focusing on that really seamless shopper experience and shopping experience, your business can differentiate itself and foster customer loyalty and retention. A user-friendly website, diverse payment options, fast shipping, and hassle-free returns contribute to a positive customer experience and encourage a repeat business. This also can be a word of mouth. Investing in a seamless shopping experience is an investment in a long-term customer loyalty and business growth. In a digital landscape where face-to-face interactions are limited, providing exceptional customer service is paramount. Quick response times and efficient problem resolution demonstrate your commitment to customer satisfaction and still trust in your brand. Offer various channels for customers to reach out, such as live chat, email, phone, and ensure that inquiries are handled in a timely manner by going above and beyond to address customer concerns and challenges. When you ask customer concerns and provide assistance, you can potentially turn a negative experience into positive ones, thus again kind of strengthening that customer loyalty. Ensure you and your teams are actively listening to customer feedback and acting upon that feedback. Encourage customers to share their opinions, their reviews, and suggestions through surveys or social media. This feedback provides valuable insights into areas of improvement and helps you better understand your customer needs and expectations. By incorporating customer feedback into your business decisions and making meaningful changes, you show customers that their opinion does matter, which enhances their loyalty and satisfaction. Exceptional customer service really does play a pivotal role in customer retention. When customers receive excellent support and feel valued by your business, they are more likely to remain loyal and continue their relationship with your brand. Remember, every customer interaction is an opportunity to create a positive experience and nurture long-term customer loyalty, leading to increased retention and positive word-of-mouth recommendations. Offering incentives and rewards is also a powerful strategy to foster that customer loyalty and retention. By providing additional value and exclusive benefits to your customer, you create strong incentive for them to stay engaged with your brand. Implementing a customer loyalty program can be highly effective. Reward your customers for the repeat purchases by offering points, discounts, or exclusive perks. Loyalty programs not only encourage customers to make additional purchases, but they also create a sense of exclusivity and appreciation. This sense of belonging to a special group can deepen the emotional connection between customers and your brand, increasing their loyalty and likelihood of remaining a long-term customer. You should also consider personalized incentives based on individual customer preferences and behaviors. Use customer identity, sorry, data to identify opportunities to really offer that targeted promotion and discounts or personalized offers. By tailoring incentives to each customer鈥檚 needs and interests, you demonstrate that you understand and value unique preferences. This personal touch enhances the customer experience, increases satisfaction, and encourages repeat purchases. By offering incentives and rewards, you provide customers with tangible benefits and exclusive perks that make them feel appreciated and valued. This fosters a sense of loyalty and encourages customers to continue engaging with your brand. Remember, loyal customers who feel recognized and rewarded are more likely to become brand advocates and ambassadors. One strategy that is continuing to gain traction is building a community. Creating a sense of belonging and connection among your customers can strengthen their affinity of your brand and drive long-term engagement. Firstly, establish channels of communication and interaction, right, such as online forums, social media groups, or customer support communities. These platforms provide a space for customers to connect with one another, share experiences, ask questions, and provide support. By facilitating these interactions, you foster a sense of community and enable customers to build relationships with like-minded individuals who share a common interest in your brand. Secondly, actively engage with your community. Encourage customer participation through discussions, polls, contests, or exclusive content. By fostering a sense of co-creation and involving your customers in shaping your brand, you deepen their emotional connection and loyalty. Respond promptly to their comments and inquiries, showing that you value their opinions and feedback. Building a community not only strengthens customer loyalty, but also creates opportunities for peer-to-peer advocacy and word-of-mouth recommendations. When customers feel connected to a community of like-minded individuals, they become more invested in your brand and are more likely to remain loyal over time. A thriving community can serve as a powerful driver of customer retention and contribute to the long-term success of your business. And as number seven, continuously approve your products and services is another crucial strategy for fostering customer loyalty and retention. Customers really do expect that businesses are going to adapt, evolve, offering innovative solutions that meet their ever-changing needs and preferences. This kind of drills down to investing in gathering customer feedback through surveys, reviews, and social media interactions. Actively listen to your customer suggestions, concerns, and ideas of improvement. Analyze this feedback to identify areas where your products or services can be enhanced or new features can be introduced. By incorporating customers鈥� insights into your product development process, you can demonstrate that you value their opinions and are committed to meeting their expectations. You should also regularly assess your competitors and industry trends to stay ahead of the curve. Keep an eye on emerging technologies, market shifts, and customer demands. This enables you to proactively adapt your offerings and stay relevant in a rapidly evolving e-commerce landscape. By continuously striving to improve your products and services, you demonstrate a commitment to customer satisfaction and quality. To recap of all of it, put yourself in a customer鈥檚 shoes because ultimately we really are all customers. When you have an amazing digital experience, you result in yourself. Think about this. You recommend brand to friends, family, colleagues. You search for products or services from that specific brand. You really do trust brands or the brands with new products or services. You sign up for newsletters, marketing, social media. You pay for more high quality products or services from that brand, and you kind of go out of your way to interact with a brand more frequently. So you as your own business, you are also a consumer at the end of the day. So as you鈥檙e purchasing things and you understand that you have that emotional connection as well, where does that drive from? Where does that derive from? It really kind of encompasses all these things that we just kind of walk through. With that, we have another poll and then we鈥檙e going to jump into the demo. So, Alana, I鈥檒l turn this back to you just for the poll. Yeah, sure. So we would like to know which customer retention strategy are you currently implementing in your e-commerce business? Do you use loyalty programs and rewards, personalized email marketing campaigns, upselling cross selling techniques, proactive customer support and engagement or nothing yet? And you鈥檙e looking to learn some strategies today. Hopefully you just did learn a few strategies today. Corey is going to jump into the demo after this. So let鈥檚 see. Got answers coming in. I鈥檓 going to give it one more second. Everyone, tune back in. Poll question. All right. Let鈥檚 close this out. I鈥檓 going to share the results so everyone can see. Here we go. So a lot of personalized email marketing campaign and then upselling the cross selling technique. It鈥檚 pretty split across the board. So happy to see that everyone鈥檚 using some sort of strategy. And for those that don鈥檛 have anything yet, hopefully after today, you will. All right, Corey, I鈥檓 going to hand it back to you. Awesome. Thank you. Yeah. Awesome way to look at that and thinking about the personalized email marketing campaign. I love hearing that because that is a huge point to bring everybody back in. Yep. Starting across science techniques, those types of things. We鈥檙e actually in a walk through quite a bit of this. They obviously we鈥檙e not going through anything that鈥檚 direct. Yes, P related or marketing emails. But for loyalty programs, awards, we鈥檒l talk about upselling and cross-selling techniques and how to make that a little bit more personalized. So let me jump into the demo. So I鈥檓 going to close the presentation. You guys should see my famous Luma Branding for those that are new to commerce and coffee. My Luma Branding to give you an idea of what my fictitious business is, I focus on different fitness levels. So I focus on weightlifters, yoga folks, runners, those that are just generally health conscious. So I have profiles and behaviors that are based off of that. So I鈥檓 highlighting that now because we are going to walk through some some more personalized content. And we do have other webinars that were previously recorded that we鈥檝e done in the past that were more towards and geared explicitly towards personalization. So I鈥檓 going to lightly touch on it today. But where I want to start today, I want to actually start with the reward program. So those of you that are not aware, 51黑料不打烊 Commerce natively offers a reward solution, basically being able to acquire points to utilize points at time of purchase for various types of engagements within a digital experience. Right. So, you know, one of the things that I offer almost immediately with mine is I have two different types of ways that I鈥檓 giving somebody basically reward. So basically rewards for an interaction today. I have multiple ways, but to call the two out right away, I鈥檓 giving reward points. So you can see my rotator at the top as it cycles through. So it just like one more time so you could see that. So basically I鈥檓 giving somebody reward points, additional five reward points for their purchases today. So this is on top of what I currently have set up where I am also offering reward points based on purchases. So essentially they鈥檙e going to accumulate based on somebody鈥檚 order value or their cart. The other things that I offer essentially are things that I鈥檓 going to show you in the admin side in just a second. But that鈥檚 something that I immediately kind of go through and I show right away is that I am offering reward points. I have the same idea and I鈥檓 just going to bring up an incognito window just for a second here. I have the same idea for sign up for registration. So this exact kind of same value here, you could see that I have a rotator that is different. And it鈥檚 basically saying that I鈥檓 going to give 10 reward or 20 sorry 20 reward points for sign up for an account today. So just to highlight this right away and point of reference here, I am personalizing this experience based on somebody that鈥檚 registered versus somebody that has not registered just yet. And I鈥檓 giving them that opportunity by signing up for an account today. Right. So I鈥檒l click on that. I have a few different things that I鈥檓 trying to target here. So first off, I鈥檓 going to give them that 20 reward points. You can see that鈥檚 noted right here. The other thing, too, is that I鈥檓 giving them five reward points for a newsletter sign up because I want that. I鈥檓 trying to, you know, entice them to essentially sign up for my newsletter so I can market them in the future as well. The other things just as points. Right. So one of the things that was noted about 69 percent of you that that went through that poll, you said personalize email marketing campaigns. So how do you engage with somebody and personalize that experience without having any true behavior to them just yet besides potentially just a registration? Well, the way you could do that is through customer attributes. So custom customer attributes, essentially, you can put these through admin and you essentially could say I鈥檓 trying to grab certain points of content or certain data points that can help me with my newsletter. So, you know, for mine, again, I鈥檓 doing fitness interests, what your fitness goals. Also, marketing outreach here, too. I default selected to SMS, which again is a native capability within the platform. But essentially I鈥檓 saying SMS is what I want, what I prefer people to sign up for, but they can choose that they want email, direct mail piece, SMS, any email, etc. They also have the ability to do a multi select here. So, again, for my customer profile, this is how I鈥檓 building that out. The other really cool thing that I鈥檓 doing here is for their birthday. Right. So those of you that, you know, when you register, there is a few points in there that said without us putting too much discounts on things and this and that. How can we really entice customers to come back? Ultimately, discounts are going to be key, but you don鈥檛 you can limit those. You can make them where they might be just a birthday. So that鈥檚 why you utilize something like this. You could basically do a promotion that鈥檚 every single month. That鈥檚 for that specific birth month. You also can do things like email campaigns. You don鈥檛 need to. The idea of doing personalized marketing outreach to doesn鈥檛 mean that you only have to offer a discount. You could just say happy birthday to somebody. You could essentially just kind of streamline those communications. And that is part of building that loyalty. You鈥檙e building an emotional connection. The brand knows it鈥檚 my birthday, essentially kind of feeling it that way. So I have that within mine. And again, native capabilities, everything that you鈥檙e seeing today is native capabilities. So I did want to highlight that. So I鈥檓 going to kind of come back here. We鈥檙e going to jump back and forth through two different windows. We鈥檙e going to go through a few different experiences here. But I want to go through first with the admin side and then we鈥檒l walk through a little bit more in detail on the front end side. So admin side, we鈥檙e going to start at the absolute beginning of where do I actually begin with putting reward points in place? Underneath your stores and in your configuration section, what you have here is you basically have all of your different settings, all of your different areas that you can hit on where your reward side is specifically. I鈥檓 just going to close this up. I鈥檓 going to go down to the customer side. So you鈥檒l go into customers and you鈥檙e going to go into reward points. So within reward points, this is where it starts. You鈥檙e going to enable reward points functionality. You鈥檒l basically set this to yes, so it might be set to no to start with. You鈥檙e also going to enable the reward points functioning on the storefront. I wouldn鈥檛 see why you wouldn鈥檛 want to do this. You also would want to maybe show them their history. You don鈥檛 have to do this, but this and I鈥檒l show you on the front and what this is going to look like. But essentially, this is giving you the ability to see in the account section, my account section, your rewards. So anything that you鈥檝e acquired in the past, what you鈥檝e acquired, what actions you did to acquire and where you used reward points as well. You also have redemption thresholds as well. So this is a really cool area where it鈥檚 you basically say you have to be at a certain amount. Go through the rest. I鈥檓 going to go through these pretty quickly. You can obviously cap balances. You can do reward points, expiration, strategy wise. Everything that I鈥檝e ever done with research around the expiration around reward points does actually impact negatively with customer experiences and loyalty. So this is something that I typically wouldn鈥檛 recommend, but it obviously is industry target specific. So I鈥檒l kind of keep that open ended for you to kind of think about. But this is something that you do have the ability to do. You also have the ability through different types of return processes, refunds, so forth, so on, to be able to do automatically deducting and so forth, so on. Landing page wise, really straightforward for this. If I go back into here, I will show you quickly. The my account side, I will do, I鈥檓 just going to show imitations because I could see the learn more here. So learn more essentially basically brings up my specific page. So whichever page you have that is set to be your customer quote unquote loyalty page. So in this case, I have a content page that I created through page builder. And essentially, I鈥檓 just saying ways to do that. You want to make sure that this is very clear, very concise. If, you know, if applicable, do screenshots like I have in here where it basically is showing ways to do that. I鈥檓 saying you can use your work points and so forth, so on. But essentially, you want to make sure that this does articulate how the reward program works, making sure it鈥檚 very clear if this is something that you鈥檙e looking to do and looking to implement. So that basically is pulled in from this way. So you could see any of my basically content pages I have created, I can choose from here. So that customer loyalty one is the one that I鈥檝e selected. Now, actions for acquiring reward points by customer. So on purchase, you could say yes or no. So we鈥檙e going to go through promotions as well today. So I鈥檒l show that. But you can also attribute reward points or give reward points within a promotion too. So you don鈥檛 have to do this by order. I know many merchants that actually don鈥檛 do this and they do it cyclical where they鈥檒l actually give reward points based on seasonality or whatever it might be. So they鈥檒l do a specific promotional period. But you could always basically enable this or say yes or no for this at any point in time. For mine, I have this set to yes. Registration. You also have the ability to do that to acquire reward points. newsletter sign up, converting invitation to customers. So we鈥檙e going to go through this one a little bit more in depth. I鈥檓 going to show you this in real time. This is a really, really awesome feature, in my opinion. But in regards to kind of that word of mouth side that sharing with somebody else, inviting others to basically get this like exclusivity content and so forth, so on. This invitation is basically me sending out invitations to my friends, my family and saying, hey, shop here today. It鈥檚 awesome. They got some great deals and so forth, so on and converting that. I basically get reward points. So essentially it鈥檚 as if it鈥檚 almost quote unquote free marketing. Right. So I鈥檒l kind of walk through that a little bit. Imitation, customer conversions, quantity limits. So this basically just says I can only invite five of my friends that I鈥檒l get those five reward points. So essentially I can attribute maybe twenty five points towards inviting customers. Another really cool thing is actually doing converting invitation to order. So, again, it kind of goes right back into that place. Like if somebody is converting to a customer and I get them to also place an order, I can get additional reward points. So could maybe even kind of add that layer of transparency or add a layer where I can give somebody some information about why they should be basically signing up and doing an order as well. Everything else that you kind of see here. So invitation conversion to order reward. You can do this by each. You can do it by first. So it鈥檚 basically saying first word will do this and so forth, so on. Review submission, which we will go through reviews a little bit today. And then review submission, quantity limits. So basically it鈥檚 stating that by the first two reviews that you do anything over that, I鈥檓 not going to give you additional reward points, essentially. So I鈥檒l give you ten. This is also after approval by administrator as well. I see that on the front and side. Then the rest of this is just email notification settings. Now, after you enable this, you do have to put in the reward exchange rates. Really kind of cool things with the exchange rates. So I鈥檒l kind of go into that right now. So that鈥檚 on our store. And then it鈥檚 underneath the other settings. You鈥檒l see reward exchange rates. So one thing to call right away. You do need to include points to currency as well as currency to points. Just to make sure that was clear. So you needed both points to currency, currency to points. Within you. One of the really cool things I hear and I get questions about this all the time because there are VIP groups, there鈥檚 employee groups, there is, you know, what have you. One of the things you can do is you can create this at different customer group levels, too. So if you have a VIP customer group, maybe for every five points, they get a dollar. Maybe for every eight points, they get a dollar or something like that. So instead of it being like this, again, you could do it either where it鈥檚 points to currency or again, currency to points for them in that side of it. But in this case, you know, right now I鈥檓 just doing it for all customer groups. But at any point in time, if I said I want to actually do a new rate here and I want to base it on my weightlifting group and I want to do basically points to currency. So, you know, essentially if I want to do it where it鈥檚 at eight to eight to one or so forth, so on, I鈥檒l do that there. But these are the rates that I currently have in place. So it鈥檚 ten points equal a dollar. Ten dollars equals one point, essentially. So every ten dollars spent, I get one point essentially, which is all described on the front end, too. But you do need this in place before this will actually show up on the front end in any sort of way. So through the cart side, through the my account side and so forth, so on. So one of the things so when covering, you know, kind of the currency aspect, so the number of points cannot be divided. So any currency remainder rounds down essentially. So, for example, if two dollars converts to ten points, points are earned in groups of two dollars. Therefore, a seven dollar order, for instance, would earn 30 points and the remaining one dollar would be rounded down essentially. So there would be no, you know, essentially in that example that鈥檚 there, it wouldn鈥檛 be 35 points or, you know, so forth, so on. So to give context there. OK, I want to go to the front end for just a little bit and we鈥檒l kind of jump back and forth. So front end wise, places where you could kind of see this and I touched on it before, but in the my account section, right, you have the reward section. Reward points are here. So this basically will showcase every single thing that I have that鈥檚 available to me. So I could see my current balance is 78. I also could see again what I noted before that the current exchange rate. And I also see the minimum balance in order to redeem is 20 reward points. I also see my historical information here. So I could see how many of my history, you know, what I鈥檝e actually earned reward points on before, where I鈥檝e redeemed before, so forth, so on. I also can set up email notification settings to basically subscribe for balance updates and so forth, so on. So this is just kind of a general area, really straightforward. Again, the learn more is here, brings you right back to that customer loyalty side. That鈥檚 why I say, you know, make sure that this is descriptive. Don鈥檛 make it so general. Make sure you are showing how to shop, referring a friend, so forth, so on here. I just go back here. I want to talk about the invitation. And we鈥檒l go through product reviews. I鈥檓 going to kind of go through this one a little bit quick. So in this case, you can see it right at the top. Send an invitation now, earn five reward points when your invitee, you know, basically signs up. So when they register, you can also earn 10 reward points for purchases that the invites make. So this will also kind of show this as well. So again, you could see here that, you know, the ones that I鈥檝e actually sent to before, they鈥檝e either accepted or it鈥檚 just been sent to them. So I鈥檓 still waiting for other folks. Actually have Melanator up here. So I鈥檓 going to use Michael Scott as our guy and I鈥檓 going to send him a quick invite. So we鈥檒l do a send an invitation here. I鈥檓 going to send it to Michael Scott, Melanator. And in this case, I鈥檒l just say, hey, and I can also add multiple here. So as one point, sorry, I should call that out. You can always add multiple here. So if I said I wanted to add this to, you know, I want to send it to four of my friends, five of my friends. I could send that through here. So just so you know, you can add this as multiple as well. That again, as soon as you enable that invitation side, it will showcase here. So I鈥檓 just going to say, hey, this store is amazing. Sign up today so I can get some points. Right. And I鈥檒l say cheers. And I鈥檒l send this invitation out. Once I send this invitation out again, what you鈥檒l see here is that it鈥檚 been sent. So we could see to Michael Scott, it鈥檚 been sent to him. And if I go here and I go to Michael Scott, you can actually see right away. I just received this email. So it says, you know, me as the person that鈥檚 registered, I鈥檓 inviting them to join Luma Fitness and Wellness Shop. By going to this, I鈥檒l actually see that the exact same content that I put inside of that text box is in here, too. So, again, if I sent this to multiple folks, they鈥檇 be able to see this. Now, this transactional email is also you can adjust this on the admin side just through your transaction or your email templates. So in this case, I updated it slightly. The only thing I changed was just really the top part. So just the actual subject line. But essentially, you could see this. It鈥檚 basically sending this out to them. It鈥檚 saying, you know, hey, this store is amazing. Exactly what I wrote. Getting some points and so forth. So on. And if Michael Scott clicks on this and registers, essentially I will receive those points. To kind of go back to that and show you a case of that, you could see the one that I did before with Andy Bernard. He did accept this. And if I go into my reward points, you鈥檒l actually see that the invitation to Andy Bernard, he did convert into a customer. So I received five reward points. He just has not made a purchase yet or else I would have saw another reward point around that as well. So, again, it kind of showcases it where you have somebody that鈥檚 able to market for you. So they鈥檙e your customers and your brand advocates, your brand ambassadors are better marketers in regards to kind of that word of mouth aspect. So given the ability to do that. So reward points for there. You could do it through those invitations. Then you can also do it through the reward or the sorry, the basically if you鈥檙e doing any sort of things with reviews. So if I go into something and I have one right now that I鈥檓 just basically set up for today, but I have one that鈥檚 for this home gym installation. So what I did is I did was the first person to review it. I clicked on this, brought me down here. And essentially I just put in all my information of what I wanted here. So my summary, my review and so forth, so on. So reviews, again, another thing with the platform is that this is a native capability within reviews. So this is something that鈥檚 in there, too. Review wise, I鈥檒l go through this really quickly because we鈥檒l kind of bounce back to that reward aspect. But with the review side, essentially what you have is through your stores or configuration, you go down here to catalog. Then you鈥檒l go into catalog again. And then here you basically have product reviews. So setting this to yes. And you can also allow guests to write reviews if you鈥檇 like, or you can obviously force them into registration. But you can do this where you enable this to basically be done. So that鈥檚 why you see that on the front end. I have this available. If I go to one of my PLPs that do have some reviews on it, you鈥檒l also see it there, too. You can see my reviews that are here. And if you click on any of those, you鈥檒l be able to see it right directly on the PDP. Now, with this being also part of that configuration, you also have the ability to do different star ratings. So in mine right now, I just have and I鈥檒l go back into this one. We鈥檒l do a hard refresher because I鈥檓 going to show you a few different things with it. But you do have rating here. So this rating star, you essentially can add additional ones into this. So this is another native feature. So say rating wasn鈥檛 what you wanted to utilize and you wanted like value, price, something like that. Within your your store side, so go back into stores. This is considered a rating attribute, quote unquote. So in here, underneath the attributes, you鈥檒l see rating. And within this section, you鈥檒l actually see which ones I have active or inactive. So right now, the one that I have that鈥檚 inactive value, I鈥檓 actually going to bring this to the front end of the site. So I鈥檒l click on this. And in this case, I鈥檓 just going to say I鈥檓 going to set this to is active and I鈥檒l save this rating. We鈥檙e going to go back to the front end here. Just going to do a quick refresh of this page. And we鈥檒l scroll back down here. And now we can see that the value has been added into there and the rating is also in here as well. So that will be part of the moderation when you鈥檙e doing a review as an admin or as a customer success representative. You鈥檙e basically can go through that and say, OK, this looks good. This doesn鈥檛 look good. So forth, so on. But you can always change these. You can add new ratings at any point in time. Again, clicking add new. Really straightforward. If you have multiple stores, you can see here, I do have it. I have the main Web site, which is my U.S. store. Then I have a site here. You can kind of see throughout that. And I basically could say what the rating is that it鈥檚 going to be that I want here. So I can change that name as well. Let鈥檚 see what else do we have with that. So with the moderation of it, really kind of straightforward of where this is. So with the rating side, you basically go into one second. So our marketing side and then we basically go here. So marketing, you鈥檒l go into user content and then you have you can look at all reviews or you can look at pending reviews. So which ones have been submitted or looking at all reviews gives you the entirety of the list, essentially. So the one that I did earlier this morning, you could see here that I submitted through. I could take a look at this. So two ways that you can moderate these. You could do this from this grid. You can look at what information the customer is putting in here. You could see what their rating is, what their quotes are, what their notes are. And you basically can select each one of these and say, I鈥檓 going to update the status and I can approve it from here. Or you can obviously delete them here as well. So instead, I鈥檓 just going to go into this one specifically. And as we go into this one, you鈥檒l actually see that the status set depending. You can see value is not actually added into here because they didn鈥檛 add any value. But if I wanted to approve this, I could just go in here and say approve or I cannot approve it. And then I could just simply say save and go to the next one. So the next one that鈥檚 basically available. I could take a look at this one. I could also see what other items are here that are still waiting for approval so we could see everything that鈥檚 right here that鈥檚 available. Again, another way to look at this to going back to marketing and going to pending reviews, you could see which ones are pending, which ones aren鈥檛. So I only have actually one record right now. And then basically from the front inside of it, once that review has been updated. You can see here I have one review. Here鈥檚 the same exact page. And now we could see basically when it鈥檚 done. So the team that installed. So basically all the comments that were in there as well as the star rating that鈥檚 here. So really straightforward around that too. So that鈥檚 how you really moderate the reviews and so forth, so on. So I want to just jump back here. So as my account, let me kind of come back into here. We鈥檙e going to go back into my account side. So now essentially we were we鈥檙e going to receive reward points for that review because now we haven鈥檛 submitted that review. Here鈥檚 that review that we had. This is the exact one. We get that points for basically having that and we鈥檙e submitting that review. So now you could see that we鈥檙e actually at eight dollars for our total cart. And within the cart, just so you can see this too. I鈥檒l go to the proceed to check outside of this. Once you鈥檙e in the checkout funnel and you鈥檙e using payment gateways, you can essentially say that you want to say, you know, basically put your points towards that too. So I鈥檓 just going to choose table right here. And you can see here the reward points is right here. So if we said we want to use the reward points, you鈥檒l see it come off the top here. That eight dollars, we can also remove it at any point in time and then basically use our gateway here. So kind of a nice way to also incorporate it in there as well. So that鈥檚 a reward points. Really straightforward. Like I said, you kind of see it through each way. Now, what I was mentioning before about reward points, not through an order, but through a promotion. So this is kind of going to tie into the promotional side that we were going to walk through before. So essentially what we鈥檙e doing with, let鈥檚 say, I want to set one up right now for a specific cart price rule. So I want to give people five reward points. You see that I have it added here. So if I actually go back to the front end for just a second, sorry, I know I鈥檓 jumping back and forth, but I鈥檓 going to show you just the front end for just one second. You鈥檒l actually see the checkout now and our five reward points. So this is actually driven through that promotion. I could always change the content here if I want to, to a different label. And then I also have here where you check out now for the nine reward points. This is for the order. So remember, my configuration was set to yes for order acquiring points. And then I鈥檓 also giving five reward points based on this promotion here. So we鈥檒l jump into this just so you can see what this looks like. Remember, one of the things with promotions, you can do it based on customer groups, too. You don鈥檛 need to have this where everybody can earn this. So if you get if you have a VIP group and you鈥檙e like, you know what, I want to send them to my site and I want them to get reward points for something specific. You could essentially do this based on a specific customer group, based on a specific website. Conditions I have in here. I basically am saying anything that鈥檚 over $50. I do not want you to get any points unless you have $50 or greater in your subtotal, excluding tax. So that is basically my condition that鈥檚 around this. At any point in time, I can go on this and say, I also want it to be total items. I want it to be payment method that鈥檚 being used. I want it to be customer segment maybe. Right. It could be something around there. But in this case, I鈥檓 just saying equals or greater than $50. And then my action, I鈥檓 not giving any sort of discount here. I鈥檓 not giving you any percentage off. I鈥檓 not doing anything with free shipping. What I am doing is I鈥檓 adding five reward points. This is where that reward point come from. And my condition is that it has to be over 50. So I don鈥檛 care if it鈥檚 100. I don鈥檛 care if it鈥檚 150. Nothing like that. As long as you are over that $50 threshold, I鈥檓 going to give you five reward points. So there鈥檚 no, you know, if I spend more, I gain more here in this case. So this is a good way to do just promotional aspect around it. That鈥檚 reward points. And the other thing that I kind of want to walk through is the BOGO aspect. So this is kind of going to the promotional side entirely now. So one of the other ways of building brand loyalty as we were walking through things is around promotional aspects too. Is giving offers when applicable, when you can. And again, you could do this by customer group as well. You do this by customer segment. So in this case, what I鈥檓 doing is I鈥檓 doing by three, you know, by three T-shirts, you get the fourth three essentially. I鈥檓 doing this on all customer groups. I鈥檓 also not having a specific coupon. Native capability within 51黑料不打烊 Commerce. You can create coupons. You can auto generate them. They could be unique codes. So like for a welcome or for a birthday, you can use that here. Conditions that I have basically I鈥檓 stating here is that if any products are found within these two categories, then this is going to essentially apply. And what my apply is, is I鈥檓 saying I want you to buy X and get Y free. So if you buy three, that one you鈥檙e going to get for free. I could also just discard subsequent rules and so forth, so on. So you have the ability to do that. I also can at this time also offer free shipping on this. I could also apply this to shipping amount if this was a discount percentage or anything like that. So that鈥檚 kind of the cart side of it. The BOGO, the one that I get most often is BOGO. Everything else, if you were saying I want to just do a fixed percent. So if I wanted a fixed amount here, I could say, you know, instead of it doing it based on this, we鈥檒l do percentage. I鈥檒l say you get five percent off of each single product that鈥檚 within there. You could also get a new discount for that BOGO aspect. But here we鈥檒l just do zero. You can do it through this. Same thing with kind of the uses per customer too. You can also force this to be one. So this is limited to enforce for logging customers only, obviously. All right. Let me jump back here for just a second. So catalog price rules, really straightforward. I鈥檓 going to touch this very lightly, just in essence of time. But you can also do things with catalog price rules. Again, making a little bit exclusivity too. So in my case, I have weightlifting. You get 20 percent off or private sale event. I鈥檓 focusing on the main website. Here I am using everybody. But I could say, you know, instead of that, I actually just want this to be on my weightlifting customer group and segment. And what I鈥檓 doing here is as long as you have access to this category, I鈥檓 giving you that. So if I said I want to actually do this to the VIP sale category, I can change it to be this instead. Another thing with conditions is you can do all or any. You can also do true or false. You could also say is or is not or contains. So a lot of these different things you can do with this. And again, action wise, you could see I鈥檓 just applying as a percentage of the original price. So this basically is giving 20 percent off of that flat price on that product specifically within this category. All right. And we鈥檙e coming up on time. I want to go through just two more things very, very quickly. So I want to go through live search just very quick. Not in the essence of showing you the capabilities within live search, but within a new release within live search, which is a round. Really, that direct personalization. So if you鈥檝e seen live search in the past, you know that there are the ability to do rules so you can boost products, bury products, hide products, so forth, so on. So I want to show you specifically here. One of the things that we鈥檝e come out with now with live search is a ranking type. That ranking type. And this is where that explicitly aspect is coming from. Is the recommended for you. I鈥檓 going to highlight this just so you can see it. But basically, this is making search results powered by my own behavior, a one to one experience. So as we kind of go back and regurgitate what the slides are showing, a personalized experience, it鈥檚 critical. So you could do this even through AI capable capability tools. So this is a great area of being able to deliver that one to one experience. I wanted to highlight that with live search. I know it鈥檚 a teaser. We do have live search recordings in the past, but I did want to highlight that. The other area, too, is product recommendations. Right. So same thing here. AI, this is powered through our 51黑料不打烊 Sensei proprietary software. And in this case, I鈥檒l just show you this really, really quickly. But what you can actually do is you can create recommendations that are recommended for you. So, again, it鈥檚 based on your customer behavior. So in my case of what you see, say, on the home page. Right. So the one that we鈥檙e using here, it鈥檚 inspired by your shopping trends. Essentially, if I scroll down here, we鈥檒l see the inspired by my shopping trends. So this actually gives me products that are recommended based on what I鈥檝e shopped for. And this is based on my actual direct behavior here. So it鈥檚 a really good opportunity to deliver personalized experience in a much more data-augmentated way, in a way that is much more kind of adaptive to what that customer鈥檚 behavior is exactly. Beyond that, those are really the two things that I wanted to touch the AI capabilities. There are other ways. There are things like customer segmentation and dynamic blocks and so forth, so on. There鈥檚 ways to kind of create that content. Like I showed you, I highlighted this at the top. I do have other windows open to kind of show you a little bit of a differentiated experience. But I do want to get to your guys鈥� questions. So I鈥檓 going to stop. I鈥檓 going to pass this over to Alana. Let me pop back open the presentation for us. Thanks, Corey. You are pushing up against the clock here. But that was awesome. Really great demo. Very in-depth. Thank you again, Corey, for that. As a reminder, this is being recorded. So you can definitely walk to all that back on demand at your own pace at a later time. So quickly, I want to cover a few resources that we have for you. First is the merchant site assessment tool. It鈥檚 live on 51黑料不打烊 Experience League. It鈥檚 an interactive assessment that helps you identify any UX or UI gaps in your platform. And it walks through questions about your site鈥檚 customer experience and usability, check out on payments and product availability and logistics. And once you鈥檝e completed it, it鈥檒l provide you with a report of recommendations on how you can improve the customer experience that you provide. So it鈥檚 definitely worth checking it out. We highly recommend it if you haven鈥檛 already. And then second, we鈥檝e recently refreshed our demo videos. So also in Experience League in the videos and tutorials section, you can now find a full library of short demo videos about our core features. And it helps you to easily learn how to use some of the different capabilities and features. So definitely check those out. And I鈥檇 like to quickly cover a few of our upcoming events hosted by me and our team here. So as 51黑料不打烊 customers, you get access to all of our customer exclusive events. So we鈥檙e excited to kind of stick with our coffee chat theme. And we鈥檙e launching a new series for our 51黑料不打烊 Experience Manager customers. The event鈥檚 on May 25th. It鈥檚 called Espresso鈥檚 and Experience Manager. And we鈥檒l be covering the AEM assets migration process. So if that鈥檚 of interest to you or someone on your team, definitely keep an eye out for more information on that. And then the first week of June, we鈥檒l be hosting our next Marketo and MOCA鈥檚 event, which will be focusing on customer journey management. Some more information to come on that as well. And then, of course, our next Commerce and Coffee, which will be on June 22nd. And we鈥檙e going to be covering how to empower B2B success for that event. We know B2B is top of mind for lots of businesses. So that鈥檚 what is on our agenda next for commerce. And at the bottom of the screen is a reminder that you鈥檒l find all the recordings of our past Commerce and Coffee鈥檚 and other events on Experience League. So definitely take a look for them there. And before we get to Q&A, I want to quickly say that we know we鈥檝e been having these Commerce and Coffee events for a couple of years now. And we want to thank all of you for being loyal attendees to our commerce events time and time again. So as a thank you for joining today鈥檚 event, keep an eye out in your inbox for an email from us in the next couple of days, which will include a link to treat yourself to coffee on us. So thank you to everyone for joining us today. And with that, I would like to do some Q&A. Corey, if you have a few more minutes here. We鈥檒l start with some questions that we got during registration. And first one that I have for you is what common beginner mistakes do you see people making and how do you avoid them? Yeah, this is a really good question. I do feel like a lot of times that I have strategy conversations around, you know, kind of this idea of what can we do if we don鈥檛 know much, if we鈥檙e not, if we鈥檙e just starting out, what type of things should we look at? You know, what should we do? But more importantly, what type of mistakes could be there? I would say a few different things. Focusing too much on acquiring new customers and neglecting existing ones, right? I feel like that鈥檚 obviously very straightforward. But that is one that I typically see is that it鈥檚 just this huge focus on acquiring new ones and neglecting current ones and nurturing those those current ones to not personalizing the customer experience. There鈥檚 a lot of native capabilities within the platform that give you the power to do this in a much more streamlined fashion. Smaller teams that I work with, how do we do this? How can we easily do that? Dynamic box, content, segments, promotions and so forth, so on. You have to put that work in. You have to be able to nurture those existing customers. Failing to deliver on promises is really another area where I鈥檇 say, you know, shipping expectations, so forth, so on. You know, we kind of hit that before. But you need to make sure that kind of following those levels and making sure that you are delivering on your promises, making sure that the shipping expectations are there, making sure that your products are delivering exactly what they need to, making sure that the customer service is there, so forth, so on. Really kind of it ties back to ignoring potentially customer feedback. If customers are providing information, make sure you are reacting to it, right? They鈥檙e taking their time out to be able to really kind of give that information. So if they鈥檙e giving that time, you want to make sure you鈥檙e also giving time towards them to be able to kind of build that. And I think focusing too much on discounts and promotions, I know that we highlighted it today, but, you know, relying too heavily on that to attract customers, it could kind of potentially lead to lower brand loyalty in the long run. So making sure you鈥檙e effective with it, use your data points, make sure you鈥檙e looking at the data and knowing when cyclical maybe to do those promotions. Things like the Business Intelligence tool really do empower you to be able to kind of really see the customer data profiles in a really, really clean and clear lens. Great question. Cool. Thank you, Corey. All right. Next question. What are some key metrics to focus on when building customer retention? Great question. So while this may not be all that you may use, some of the most common KPIs that I see merchants use that are effective in measuring retention, excuse me, retention customer loyalty is really repeat purchase rates. So like an RPR, you know, as some might just call it, average order value or AOB customer lifetime value, value to CLV, purchase frequency, net promoter score, customer satisfaction score and customer retention rate. So, you know, when I say customer retention rate, I get the question, what does that actually mean? How can we identify that? A formula that I鈥檝e seen and I鈥檝e worked with customers on that for calculating the CRR customer retention rate basically is this idea of new customers or customers at the end of a period and new customers acquired during that period and a number of customers at the start of that period. They should give you a percentage of customers that continue to make purchases from your store over that specific period. So while it might not be total historical, if you鈥檙e looking at a specific period, that鈥檚 probably the best way to do it anyways. You might want to look at the past year. You can kind of get an idea of what that your kind of customer retention rate is. So those that are making those repeat purchases. But I would say those are the common ones. But there are other KPIs that you could potentially look at. Awesome. All right. We are kind of at time here. I鈥檓 going to try and squeeze one more question in before we wrap up. How can we approach personalization for visitors who do not log in? Great question. So if you noticed on the site, the demo before, at the top of my banner, I actually had something that was rotating through that did deliver more of that personalized experience. You essentially had where you could sign up for an account, you get reward points and so forth, so on if you are a visitor. So within 51黑料不打烊 Commerce, you can create segments that are based on visitor behavior. Right. So you don鈥檛 have any information on them, but potentially their browser behavior. So beyond saying that you鈥檙e doing third party retargeting ads or ads that basically bring somebody in through a specific funnel and delivering content based off of that. On site capabilities within customer segmentation give you the ability to create dynamic content, dynamic experiences based on visitor behavior. It doesn鈥檛 have to be unregistered behavior. So that鈥檚 what you kind of saw through mine. I do deliver content. I deliver banners. A lot of times I see merchants doing it too. It鈥檚 usually banners at specific content that is a little bit more curated towards visitors versus somebody that they have a full profile on that might have a purchase behavior. So that could be viewer behavior. It could be purchase behavior. If you are a visitor or guest, it could also just be doing anything with the AI capabilities. That search results aspect that I showed you before, live search. That also is ranking type based on your behavior as a visitor too. So all of those different capabilities that are native within the platform that don鈥檛 cost anything additional that are at your fingertips are definitely areas where I would say, you know, kind of take a look at it experience. Look at other videos that we鈥檝e done in the past, but that is definitely the approach to personalization for visitors that don鈥檛 log in that I would highly recommend taking a look at. Great question. Awesome. Thank you, Corey, for presentation, for questions, for the demo, for everything. We are actually a little bit over time. So I鈥檓 going to wrap us up. Thank you, everyone, for joining us today for all of your questions. As you鈥檙e leaving the session today, you鈥檙e going to see a brief survey pop up. If you could take that, that would be fantastic. And if you have a question specific to your account or one that we weren鈥檛 able to get to today, please reach out to your success account manager for more information. And as a final reminder, you will receive the recording of today鈥檚 event in an email from GoToWebinar in about 24 hours. So keep an eye out for that. And thank you, everyone, for attending. Hope you enjoyed the session. Have a great day, everybody. Thanks, everybody. Have a great day.