The document summarizes a webinar about hyper-convenient and hyper-personalized ecommerce experiences. It introduces the speakers from Mozu and AmericanEagle.com and describes their companies. The webinar agenda covers optimizing responsive design, checkout, and multi-channel integration to create convenient shopping experiences across devices. It also discusses using customer data to deliver personalized communications, discounts, and promotions to increase engagement. The takeaways are to start with foundational improvements, continually optimize processes, and succeed by providing personalized and omni-channel experiences.

1. Tuesday, April 7th – 11 AM CST / 12 PM PST

2. MEET OUR SPEAKERS
Suzy Meriwether
Director of Product Marketing
Mozu
Doug Dillon
Director of Integrations
Americaneagle.com
Christina Anderson
Senior Digital Strategist
Americaneagle.com

3. ABOUT OUR COMPANIES

4. MOZU:MODERNSaaSCOMMERCEPLATFORM
EMPOWERED MARKETERS!
• Easy site management and updates
across all devices
• Single admin across marketing,
searchandising and promotions
• Streamlined multi-site, multi-brand
management
TRUSTED COMMERCE PARTNER!
• Predictable pricing model based on
usage
• Guaranteed 99.9% uptime and
confidence your data is safe with PCI L1
certification
• Backed by Volusion’s 15+ years
commerce experience
INNOVATIVE DEVELOPERS!
• Extensibility with API First Architecture
and familiar tools
• Best-in-breed technologies included for
search, site speed and reporting
• Eliminates the burden of deployment,
security and performance

5. AMERICANEAGLE.COM
• Web Design & Development
• Ecommerce
• Digital Strategy & Consulting
• Hosting & Security
• Integration
• Mobile
• Post Launch Support
3 YEARS IN A
ROW

6. HYPER-CONVENIENT EXPERIENCES
HYPER-PERSONALIZED EXPERIENCES
TOP 3 TAKEAWAYS
Q&A
AGENDA

7. HYPER-
CONVENIENT
EXPERIENCES
1

8. 8
THE IMPORTANCE OFATRULY
RESPONSIVE SHOPPING EXPERIENCE
• Shoppers today expect a consistent shopping
experience on all devices:
• Fast, easy search and streamlined checkouts
• Updated inventory, product availability
• Option for in-store pickup
• Commerce platforms should make it easy to
provide mobile experiences without losing design
or the customer’s shopping preferences

9. 9
CONSISTENCYACROSSDEVICESISKEY
• Consistent shopping across all devices is key
• Shoppers want the ability to begin shopping on one device and end on another
• Building, managing and maintaining separate sites for different devices is a thing of the past

10. OPTIMIZING CHECKOUT
Fast and simple checkout pages increase conversion and leave consumers with a great impression

11. CHECKOUT TRENDS
HOW CAN THIS BE IMPROVED?
1. Streamline interface
2. Ask for less
*Baymard
Ins,tute
for
Ecommerce
Usability
Research
68%
INDUSTRY AVERAGE:
CART ABANDONMENT RATE*

12. ASK FOR LESS
1. Rethink Registration
1. 24% abandonment rate when customers
are forced to register *
2. Get rid of registration option page
*
Econsultantcy

13. ASK FOR LESS
2. Reduce Required Fields
• Address Autofill
• Start with zip code first
• Always start with default
shipping method
• Save credit card
*
Econsultantcy

14. SHOWING LESS
1. Mobile Up Design
2. Strip away site navigation

15. FACETED SEARCH
• Help the customer find the right
product
• Customers can filter and narrow
down large results sets
• Customers have the power to create
their own navigation path
• Customers locate product by what’s
most important to them – Brand,
Price, Color, etc.

16. INTEGRATEDDATAFORREAL-TIMEVIEW
Common Integration Points throughout the Customer Journey
Shopping
Cart/
Checkout
Order
Placement Fulfillment
Returns/
Cancellations
• Customers
• Products
• Inventory
• Pricing
• Promotions
• AVS
• Tax
• Payment
• Orders • Pick/Pack
• Labels
• Capture
• Order History
• RMAs
• Cancellations

17. REAL-TIMEINVENTORYINTEGRATION
Increase conversion by keeping
customers informed:
• Connect your web store with your
back-office software
• Current availability
• Availability within brick & mortar
stores
• When will an item will ship?
• When will the item be in stock?
51% of customers use mobile to check in-store availability
24% reserve a product for in-store pick-up

18. OMNI-CHANNEL CONVENIENCE
• Allow customers to purchase online and pick
up same day from your retail locations
• Allow customers to return/exchange items
purchased online at the store
• Integrate web-friendly product data,
inventory, and order processing to
marketplaces like eBay and Amazon
• Provide a customer loyalty service that
integrates transactions from all customer
touch points
• Allow customers to make in-store mobile
payments

19. HYPER-
PERSONALIZED
EXPERIENCES
2

20. DELIVER HYPER-PERSONALIZED
COMMUNICATIONS
• Leverage customer profiles and behavior to create experiences that amaze and engage
• Personalize the path to purchase with reviews, promotions and discounts
• Consumers will trade personal information for individual recommendations

21. 21
USEUNIQUEDISCOUNTS&PROMOTIONS
10% Discount FIRST TIME PURCHASER
Customer receives discount based on specific shopping actions
30% Discount HIGH VALUE CUSTOMER
Customer receives unique discount based on shopping history

22. PERSONALIZATION STATS
75%of U.S. consumers like when
brands/companies personalize
messaging and offers so they
are more relevant.
Source: Accenture Interactive
20%Increase seen in sales
opportunities when leads are
nurtured with personalized
content.
Source: Hubspot
42%Higher conversion rate for
personalized Call-to-Action’s
compared to generic Call-to-
Action’s
Source: Accenture Interactive

23. TOP 3
TAKEAWAYS3

24. 24
Build a Foundation
• Implement Responsive Design
• Optimize the Checkout Process
• Start Segmenting Customers
• Multi-Channel Integration Planning
Improve
• Relevant Promos & Discounts
• Advanced Features
• Implement Integration
• Traffic Generation
Succeed
• Personalized Messaging
• Omni-Channel Convenience
• A/B Testing
• Conversion Rate Optimization
Start with low cost efforts, continually improve customer engagement

25. Q&A4

26. THANK YOU

27. P A R T N E R S @ A M E R I C A N E A G L E . C O MS A L E S @ M O Z U . C O M