Measuring The Impact of Digital Marketing IAE de Paris, January 11th, 2012 Dr Laurent Florès http://blog.crmmetrix.com CRM Metrix - MetrixLab firstname.lastname@example.org http://twitter.com/#!/crmmetrix http://twitter.com/laurentflores Sur Twi(er: #MARKETiae http://Facebook.com/crmmetrix
+10 years of experience in digital marketing effectiveness Paris, New-York, Cincinnati, Mumbai, Singapore > 150 customers Fortune 500 companies Projects in more than 30 countries +10 millions interviews in our benchmark databases
A unique expertise:We help marketers monitor and optimize the impact and performance of their digital touchpoints to build stronger relationships with their stakeholders and develop their brands, revenue and profit
As of November 3rd 2011, CRM Metrix and MetrixLab joined forces To become a Top 5 (independant) Online Research PlayerWith Business Units in E-Business Performance, Brand & Ad Research, Innovation/NPD & Customer Satisfaction
« Measurement, Analysis & Learning »: the Biggest Bottlnecks in Marketing!
Examples of Challenging Questions around Digital… sometimes called the “Most Measurable Media” !? How should I prioritize my touchpoints ? How about Cross Media Effects? How to make sure that I deliver a consistent experience to my customers and prospects ? How can I increase my conversion rate on these digital touchpoints ? What could I do to maximize my “Earned Media” ? How can I engage my targets in a real relationship ? Etc. 9
- How many visitors/fans (reach) - Who visit (profile) ?- How many pages - Motivations / Expectations ?- How much time - Quality of experience ?- How many visitors per page - Impact ?- How much conversion Web Analy.cs Web Attitudinal Webtrends, Omniture, eStat, Google analy.cs, Hitwise... The what’s The why’s Best of both worlds to Truly Measure
It gets complicated with the different types of touch points… Paid Owned Website, Mini website, blog, sponsorship section 6DCampaign® 6D360® Customers SiteCRM® Experience FanPageCRM® Earned Social
The digital funnel: from Impressions to « Expressions »… The digital funnel: Reach Connect Engage Grow Enroll / Spread 14
Coca-Cola Marketing Shifts from Impressions to Expressions (*) Accept that consumers can generate more messages than you ever could Develop content that is « Liquid and Linked » Accept you don’t own your brand; your consumers do Be a facilitator who manages communities, not a director who tries to control them Speak up to set your record straight, but give your fans a chance to do it so fist(*) Joe Tripodi, EVP Chief Marke.ng and Commercial Oﬃcer of the Coca-‐Cola Company.
Facebook for Marketers: a new media: A significant level of audience: + 770 Millions members worldwide The main center center of attention of Digital Natives (and others) One or more pages per brand Questions arise about the value and the need to recruit a lot of Fans?
3 dimensions of behavior: Impact Fans CRM profile Beyond sociodemographics data, what customer value? Impact Impact Fans What drivers to commitment ? CRMmotivations Business Impact User CRM Which usages and what content to satisfy your fans?experience
3 impact dimensions : Impact CRM Impact on engagement ? CRMImpact Impact Brand CRM Impact Lift on brand image ? Impact ImpactBusiness CRM Business Impact Lift on recommendation and purchase intent ?
FanPageCRM: A simple solution to implement (one shot or continuousmonitoring) consistent with the social dynamics : Example on Kinder France Fan Page
Main Motivations to visit the Fanpage: To know more about the brand and its products To be updated about brand events and good deals To show my friends that « I am a Fan of the Brand » To provide feedback and insights
Social media generates impact: ‘‘ On average 50% of fans have a better opinion of the brand ‘‘ The more engaged they are… the better is their brand opinion…and their top box purchase intent…
But only when recruited/engaged correctly…AllFans are not created equal (quantity/quality)…
Business value Leads Social generation CRM Static Branding Social value
The logic ofdigital touch points performance monitoring 29
Some principles of digital marketing metrics• Many digital touchpoints are relational: this is a major difference with mass media, this difference directly impacts the metrics you should look at. Do not Just “Count”! Measure Experiences and Engagement!• Targeting is key: analyze much more in depth the value of the people you reach: they must be really “valuable” to really get you value…• Analyze in depth their motivations to connect with the brand: it can vary a lot from one brand to the other• Check in details how content works and delivers the right experience• Analyze what brings engagement and how your target is engaged: engagement is the initial step to business impact. 30
This applies to all digital touch points: adapt your practices Paid Owned Website, Mini website, blog, sponsorship section 6DCampaign® Customers SiteCRM® 6D360® Experience FanPageCRM® Earned Social
http://blog.crmmetrix.comTHANK YOU http://twitter.com/#!/crmmetrix http://twitter.com/laurentflores http://www.facebook.com/crmmetrix &Good Luck! IAE de Paris, January 11th, 2012 Dr Laurent Florès Questions? CRM Metrix - MetrixLab email@example.com Sur Twi(er: #MARKETiae 32