The document discusses how businesses can provide personalized customer service and recommendations through email marketing. It explains that browsing and shopping cart data provides insights into customer interests, demographics and needs that can be used to send relevant product suggestions and recover abandoned purchases. Additionally, email campaigns for welcome messages, reactivation, customer service and loyalty programs increase engagement and conversion. The presentation recommends gathering more customer data and creating personalized email campaigns around key customer touchpoints.

1. Personal advice and service
through email
- Diederick Vos

2. How may I help you?
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Diederick Vos
Diederick Vos
Diederick.Vos@Copernica.com
www.copernica.com
@CopernicaNL

3. What happens in a store?
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Personal advice
Payment
Handing out order
How do you do that online
with email?
Customer service

4. In this presentation…
• Product recommendations
• Abandoned shopping carts
• Event-driven emails
• Customer service
• Loyalty program
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5. Just browsing…
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6. …gives valuable information
• Product interests
• Type of shopper
• Demographics
• Product requirements
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7. Product interests…
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8. Leads to product recommendations
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9. How someone browses…
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10. …reveals the type of shopper
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11. …demographics and product
requirements
Size 43
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12. But why should you do that?
• Email has the highest ROI of all marketing
channels
• Personalized and relevant emails can increase
conversion with 18x
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13. Welcome campaigns
Welcome Campaign
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14. Abandonded shopping cart
is money
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15. Follow up on abandoned shopping carts
Conversion +20%
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16. Reactivation campaigns
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17. Customer service
• Reminder that phone subscription ends soon
• Warranty extension
• Reminder of required service maintenance
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18. Loyalty
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19. Loyalty
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20. Loyalty
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21. Learnings
• Gather more data from customers
• Create personalized campaigns based on behavior
• Give points to loyal customers
• Think of which events can be a contact moment
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22. Thank you for your time
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Diederick Vos
Diederick Vos
Diederick.Vos@Copernica.com
www.copernica.com
@CopernicaNL