Power Retail’s Connect May event took place this week, here we summarise the event and its key messages around the power of connection in the customer journey.
Power Retail launched the first Connect event in August last year, with a view to connect retail leaders, solution providers, shoppers and data to examine the big challenges facing ecommerce. As COVID ‘ends’ and we face a new normal of high inflation, diminishing consumer confidence and reduced discretionary spending, the customer experience becomes more critical than ever. That was the focus of the agenda at Connect, as we sought to answer the question as to what do ecommerce retailers need to do to move the needle on customer experience while still growing profitability.
Supported by premium partners Shippit, G Squared., and Click Frenzy, our networking partner Optimizely, and our Power Partner Rakuten, Power Retail played host to 100 retailers and solution providers in a half day event designed to connect with each other and discuss the customer journey on Wednesday May 31.
We kicked off the day with data insights from Power Retail’s very own Head of Data, David Fear. His presentation dove into customer expectations around website performance, returns, and sustainability and ethical practices, as well as delivery expectations. He revealed that, predictably, free shipping is the number one desired offer among customers. Another key takeaway from David’s presentation, a key theme for the event was that trust is important to consumers, from secure checkouts to transparent and easy returns processes.
Head of Product Marketing for Shippit, Jay Daley then took to the stage to present his ‘Innovation or Optimisation – Why Not Both?’ presentation and hosted an informative sit down chat with experienced retail legend Total Tools ecommerce Manager, Brandon Soo. The pair talked putting customers first, improving all parts of the customer journey and the key strategy of constantly evolving and innovating your business.
“Thinking differently is at the heart of our strategy to both acquire valuable customers and retain them.” – Total Tools ecommerce Manager, Brandon Soo.
Brandon Soo & Jay Daley
A key part of the Connect event, we followed up the presentations with a 45 minute roundtable discussion at each table. Facilitated by a series of conversation starters, the tables each had an invigorating open conversation about meeting the customer experience challenges, sharing experiences, challenges and ideas, and learning from peers how some of these hurdles are being overcome.
Co-founder and Director of G Squared., George Photios restarted the presentations with a very educational and engaging presentation, ‘Considering the whole funnel experience.’ George covered the funnel experience from awareness right through to conversion, highlighting the importance of building trust in the awareness phase. He highlighted that in store conversion rates are ten times higher than online and laid out how we can learn from the in store experience to deliver a customer focused online experience with persona landing pages.
Another key part of the Connect event was the live site review panel. What sets this apart from other events, the live site review was conducted by a panel of passionate online shoppers, who provided entertaining, unfiltered, invaluable insights into the customer experience.
Live site review panel featuring Zach, Louis, Angelique, Tanya, and Leanne
Power Retail Connect continues on August 30 with our next event focusing on Peak Season Trends and Planning. If you want to get involved, contact the team at [email protected]
The ecommerce landscape is changing. With a Power Retail Switched On membership, you get access to current e-commerce revenue and forecasting, traffic levels, average conversion rate, payment preferences and more!