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Conversational Commerce Best Practices for DTC eCommerce
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Are you struggling with how to use conversational commerce to drive customer retention? Is it all hype being sold by SMS platforms or is there something more to it?
Stephanie Griffith, host of the Conversational Commerce podcast delivers a conversational commerce masterclass. In this episode we discuss how to humanize commerce, actionable strategies for creating meaningful conversations over channels like SMS, the power of collecting zero-party data over SMS and quizzes, personalization do’s and don’ts, and end with a definition of what Conversational Commerce is really about.
If you’re curious about how to turn conversational commerce into a retention strategy, then this episode is for you!
If you’re looking to turn transactional email and SMS into a retention powerhouse for your eCommerce store, then you need Wonderment. Improve your customer retention and happiness metrics with proactive order updates and native order tracking pages. Trusted by 400+ leading Shopify brands. Check out www.wonderment.com today.
Watch the video format of today's episode here
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Listen to the Conversational Commerce Podcast here
Time Stamps
0:00 - intro
1:34 - Who is Stephanie Griffith?
5:42 - What “isn’t” conversational commerce?
7:13 - Why have marketers lost sight of what makes commerce inherently human?
9:27 - The intersection of selling and conversations
12:10 - The impact of the pandemic on the brand to consumer relationships
17:00 - Back to basics - the definition of commerce!
18:20 - 🌶 Just because it’s personalized, doesn’t mean it’s personal.
22:30 - What data actually matters with respect to personalization?
27:34 - Other strategies for getting zero-party data besides quizzes
33:30 - how to keep conversational data fresh
37:00 - Connecting on a human level via conversations
38:20 - Best places to use conversational SMS
40:50 - Shout out to Joanne Coffey at Jones Road Beauty!
43:40 - Brands who are crushing Conversational Commerce
49:23 - An informed definition: What is conversational commerce?
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