eTail Europe 2017

20 - 22 June, 2017

Queen Elizabeth II Conference Centre, London

+44 20.7368.9465

 Gracia Amico
Gracia Amico CEO Pets Pyjamas
Gracia is the CEO of PetsPyjamas, Europe’s number one online destination for pet-friendly travel bookings, pet products, services, content and community for pet lovers. As well as continuing to grow a highly innovative and ground breaking business, PetsPyjamas have been recognised for their excellence in customer experience in this fast growing industry.  

Previous jobs include Ecommerce Director as part of the Board for Hobbs where she launched 4 international sites and was responsible for their multi-channel strategy and international partners both on and offline. 

She spent 5 years at Topman heading up their global ecommerce department. In this capacity she launched international websites in a multitude of countries and was responsible for their multi-channel strategy. In 2007 Gracia spent a year at the luxury fashion company Burberry to set up their ecommerce marketing strategy.

She has been awarded a place in many industry rankings lists from the top 100 Digerati to top 100 Movers and Shaker. In 2015 and in 2016 Gracia was recognised as one of the 50 most powerful people in online Etail by her entry in the top 50 Retail Week Power List.

Day 3: Online Customer Engagement - Thursday, June 22nd

11:50 AM CASE STUDY REVOLUTION: How To Get The Best Engagement From Your Customer Base

Studies indicate that it costs 6–7 times more to acquire a new customer than retain an existing one and a 5% increase in customer retention can increase profits by 25-95%. Yet time and again,retailers focus their digital revenue goals solely on new customer acquisition. Why? Because it’s easier to measure an anonymous, newly acquired cookie than it is to identify and track an existing customer through touch points, pain points, positive moments and moments of new product needs throughout their life cycle. Here Gracia explains the importance of highly personalised eCRM at Pets Pyjamas, and gives tactics to retain, up-sell, and increase the LTV of existing customers through:

Onboarding, advocacy and upsell
Creating a fan club and asking the truth from your customers