Customers have many choices on which brands to engage with and ultimately whose products and services they will purchase. This session will show how starting with customer research can inform your overall marketing strategy, campaigns, and programs. Social Media, Mobile and Gamification are all playing a role in how we engage with our customers. And, are creating complexity in ways that Marketers have never experienced. Understanding how a person in the same segment can vary based on age, location, and other factors can be critical. It’s beyond personalization. Its about transforming the customer experience for each customer in a connected, compelling way.

19. Wakes up, Checks
Email/Twitter
Clicks on bit.ly of brand Infographic which
goes to brand.com blog. Checks Email.
Shares with friends via
Facebook
Gets to work,
Logs in to Facebook (FB), Checks
Email
6:00 AM
8:00 AM
In a meeting,
Checks Email & Twitter via
Mobile/Tweets
9:00 AM
Presents via
Laptop
Logs into
Online Meeting
Checks/Sends
Email
Checks/Sends
Email
Click on CTA,
Goes back to brand.com,
Download White Paper
10:00 AM
Back at Desk,
Checks Facebook,
Email
In a meeting,
Checks Email &
Twitter via Mobile/Tweets
12:00 PM
Pins Infographic
Conducts a search,
visits brand.com,
Clicks on FB Icon on site
Likes a post.
Clicks on Video Link
Lunch.
Checks Email in line.
Responds to Boss.
Back at Desk,
Checks FB/Email.
Email from Boss to
Recommend Solution
Back at Desk,Conducts Search.
Goes to brand.com.
Downloads White Paper.
Views Video on FB
thru YouTube integration
Asks Question on brand
Facebook Support Page.
Exchange with 3:00 PM
brand SME