Overview and key topics:
In this special edition of our weekly data show, we’ll reveal how online shopping behaviour is evolving and what you can do to improve your customer experience. We’ll cover all aspects of the customer funnel, providing essential benchmarking data and helping you to identify areas for improvement. We’ll also look at what impact the cost-of-living crisis has had on key metrics, including: conversion, average basket, acquisition, and many more.
Four key webinar themes:
- Understanding the customer and how you can meet their expectations in 2023
- Enhancing the entire customer journey, from interest to post-purchase
- Analysis of key online metrics and tips on how to convert more customers
- Fulfilling the customer promise to boost customer acquisition and loyalty
Agenda
Theme 1 – Understanding the customer
| 14:00 – 14:05 | IMRG trend indicator: An introduction to customer behaviour trends Andy Mulcahy, Strategy and Insight Director at IMRG | What indicators are we seeing in our data that show where customer behaviour and expectations are changing? |
| 14:05 – 14:15 | IMRG and Epsilon | TBC |
| 14:15 – 14:20 | IMRG trend indicator: How is the online market performing? Andy Mulcahy, Strategy and Insight Director at IMRG | Showcasing the very latest week of data and insight from IMRG’s industry-leading online sales tracker |
| 14:20 – 14:35 | Panel: Keeping the customer satisfied | What areas of the customer experience should retailers be focusing on to improve performance? |
Theme 2 – On-site experience
| 14:35 – 14:40 | IMRG trend indicator: retail site landing pages pt I Matthew Walsh, Retail Data Director at IMRG | Where do customer journeys begin on retail sites, and how do they navigate product catalogues? |
| 14:40 – 14:50 | IMRG and Lucidworks | TBC |
| 14:50 – 14:55 | IMRG trends indicator: retail site landing pages pt II Matthew Walsh, Retail Data Director at IMRG | Where do customer journeys begin on retail sites, and how do they navigate product catalogues? |
| 14:55 – 15:10 | Panel: Convincing the customer | How can retailers present visitors with the best on-site experiences to help aid conversion? |
Theme 3 – Converting customers
| 15:10 – 15:15 | IMRG trend indicator: Is conversion up or down in your category? Matthew Walsh, Retail Data Director at IMRG | A look at whether conversion rates have risen or declined across 2023 in a number of online retail categories |
| 15:15 – 15:25 | IMRG and Akeneo | TBC |
| 15:25 – 15:30 | IMRG trend indicator: Are there signs of conversion improving at the checkout? Matthew Walsh, Retail Data Director at IMRG | From the point at which people add something to their basket to pressing complete purchase at the checkout, are we seeing any improvements in conversion? |
| 15:30 – 15:45 | Panel: Tips for increasing conversion | How can retailers increase the chances of visitors converting to buyers on site? |
Theme 4 – Fulfilling on the customer promise
| 15:45 – 15:50 | Are you acquiring as many customers as you should? Pt I Matthew Walsh | IMRG’s latest data study enables you to compare your performance against industry new customer acquisition rates |
| 15:50 – 16:00 | IMRG and Adobe | TBC |
| 16:00 – 16:15 | Panel: The post-purchase experience | Once a customer completes at the checkout, the overall experience is either made or broken by what happens next; how can the chances of a quality experience be increased? |
| 16:15 – 16:20 | Are your customers staying with you as long as they should? Pt II Matthew Walsh | IMRG’s latest data study enables you to compare your performance against industry customer retention rates |
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