Introduction Four key trends for customer engagement Richard Sedley Director, cScape Customer Engagement Unit

Four tactics for customer engagement Personalisation and the rich experience Persuasion and the role of psychology Atomisation and the distributed experience Social tools and the new conversation

Personalisation and the rich experience

Persuasion and the role of psychology

Atomisation and the distributed experience

Social tools and the new conversation

What is engagement? Repeated interactions that strengthen the emotional, psychological and physical investment a customer has in a brand (product or service)

Repeated interactions that strengthen the emotional, psychological and physical investment a customer has in a brand (product or service)

Personalisation and the rich experience me, Me, ME

Personalisation and the rich experience

Personalisation and the rich experience

Personalisation and the rich experience

Personalisation and the rich experience

Personalisation and the rich experience

Personalisation and the rich experience

Personalisation and the rich experience

Personalisation and the rich experience

Persuasion and the role of psychology

Persuasion and the role of psychology Sign-up Report Report Sign-up A B Conversion rate = 84% Conversion rate = 72% 44% Field conversion 91% Field conversion Embedded Persuasive Strategies to Obtain Visitors’ Data. Gamberini, Petrucci, Spoto, Spagnolli

Atomisation and the distributed experience You. BBC Your blog Slideshare Facebook Linked In Adapted from a graphic by David // Armano

Atomisation and the distributed experience Me. BBC Slideshare Facebook Linked In Adapted from a graphic by David // Armano You. Tottenham Hotspurs My blog

Atomisation and the distributed experience If your customers spend 99% of their online time on sites other than your own perhaps you should focus on trying to be present where they are rather than paying a fortune to drag them to your site. “ ” Ashley Friedlien, CEO E-consultancy

Social tools and the new conversation

Social tools and the new conversation

Social tools and the new conversation

Four tactics for customer engagement Personalisation and the rich experience Persuasion and the role of psychology Atomisation and the distributed experience Social tools and the new conversation

Personalisation and the rich experience

Persuasion and the role of psychology

Atomisation and the distributed experience

Social tools and the new conversation

Thank you

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