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Personalizing consumer online experience

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  • 1. Personalizing Your Consumer’s Online Experience: Differentiating yourself from the competition Director of Product Planning for Director of Product Planning for By Nicole Case Reynolds Web Solutions Reynolds Web Solutions
  • 2. Agenda Who am I? What is Personalization? Why should you care? How do you make it happen today? Questions
  • 3. What It Is On an intranet or B2E Enterprise Web portals, personalization is often based on user attributes such as department, functional area, or role. The term customization in this context refers to the ability of users to modify the page layout or specify what content should be displayed. -Wikipedia
  • 4. Why Personalize Online? 88% Conducted some research before walking into a dealership 83% Used the Internet to conduct this research 79% Used Search Engines to research auto dealerships According to the Polk 2007 Dealer eBusiness Performance Study of New Car Shoppers
  • 5. Why Personalize? Consumers today both want and expect a personalized online experience 3 out of 4 consumers are willing to provide some personal information in exchange for a more personalized, relevant shopping experience 77% state they have made additional purchases when they have encountered personalized product recommendations MyBuys/etailing group survey
  • 6. Why Personalize Online? Have you customized your homepage with specific content feeds, scheduled updates or other features? (475 U.S. Consumers) 60% YES 40% NO Avenue A | Razorfish Digital Consumer Behavior Study
  • 7. Why Personalize Online? Behavioral targeting – Nirvana Case Study – Continental Warranty 42% increase in lead volume after 10 days 90% increase in lead volume by four months 23% increase in sales
  • 8. Why Personalize Online? Few companies have access to enough data – Google does Through Gmail, search, Froogle, etc. Purchase of DoubleClick Access to 85-90% of web users information You don’t – so what is the next best thing? Personalize Customize
  • 9. How to Personalize Customer Portals Log-in/Password My Garage Customer Controls Change the look and feel Change the layout
  • 10. Customer Portal Personalize A user name, log-in portion of your website that contains: Personal information for that specific customer Information about their vehicles A place for them to provide information to you
  • 11. Customer Portal Schedule Service Lead Forms are the 3rd highest form submitted by consumers on dealer web sites in 2008
  • 12. Customer Portal Serving information specific to me
  • 13. Customer Portal Password And Log-in
  • 14. Customer Portal My Garage
  • 15. Customer Portal Customers update their own information
  • 16. Customer Portal View service history
  • 17. Customer Portal Total view
  • 18. Customer Portal Display more options
  • 19. Customer Portal Convenient selection
  • 20. Customer Portal Check repair status
  • 21. Customer Portal Provide you customer The ability to provide Valuable feedback
  • 22. Customer Control Customize Change the look and feel Change the layout Let them make it their own
  • 23. Customer Control
  • 24. Customer Control Customers choose the vehicle
  • 25. Customer Control Zoom
  • 26. Customer Control Rotate
  • 27. Customer Control Choose the color
  • 28. Customer Control Choose the background
  • 29. Customer Control Change the layout view
  • 30. In Summary 83% used the Internet to conduct this research 77% state they have made additional purchases when they have encountered personalized product recommendations 60% of consumers customize their home pages
  • 31. Thanks for Your Time and Attention nicole_case@reyrey.com 937-485-1999 Director of Product Planning for Director of Product Planning for Nicole Case Reynolds Web Solutions Reynolds Web Solutions