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This presentation is the fifth session of the 7 week Digital Download training course run and presented by Dominique Hind....

This presentation is the fifth session of the 7 week Digital Download training course run and presented by Dominique Hind.

It gives an introduction to the customer journey, particularly retain. It covers topics like eCRM, email and social. Also, the 5 characters of eCRM.

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    Loud - Digital Download - Week 5 Loud - Digital Download - Week 5 Presentation Transcript

    • Digital Download Session 5 11th April, 2011Monday, 11 April 2011
    • Before we start....Monday, 11 April 2011
    • Digital QuizMonday, 11 April 2011
    • Digital Quiz 1. What % of the online advertising market does performance display make up in AU?Monday, 11 April 2011
    • Digital Quiz 1. What % of the online advertising market does performance display make up in AU? 25%Monday, 11 April 2011
    • Digital Quiz 1. What % of the online advertising market does performance display make up in AU? 25%Monday, 11 April 2011
    • Digital Quiz 1. What % of the online advertising market does performance display make up in AU? 25% 2. How many credit card details does iTunes have?Monday, 11 April 2011
    • Digital Quiz 1. What % of the online advertising market does performance display make up in AU? 25% 2. How many credit card details does iTunes have? 200,000,000Monday, 11 April 2011
    • Digital Quiz 1. What % of the online advertising market does performance display make up in AU? 25% 2. How many credit card details does iTunes have? 200,000,000Monday, 11 April 2011
    • Digital Quiz 1. What % of the online advertising market does performance display make up in AU? 25% 2. How many credit card details does iTunes have? 200,000,000 3. What does facebook advertising allow you to do? Specifically target all of your ads, talk to a wider audienceMonday, 11 April 2011
    • Performance Display insights 1. You don’t need to be satisfied with premium display 2. Performance display offers higher ROI & campaign efficiencies 3. Push the media agency 4. Huge opportunityMonday, 11 April 2011
    • Facebook insights 1. facebook growth is increasing 2. The facebook market is opening up to a wider age group 3. You can be specific in the way that you target your ads 4. Huge opportunityMonday, 11 April 2011
    • Transact - what’s happening? • Increasing number of people who are going through the process of guest checkout – Using tools like Google Checkout or PayPal • People will give you information if they deem it relevant • Don’t collect the data if you aren’t doing anything with itMonday, 11 April 2011
    • What do most websites have in common? • There are five things: 1. Clear purpose 2. Content is the hero 3. User engagement 4. Function & fun 5. Constantly refreshingMonday, 11 April 2011
    • What are the different types of websites?Monday, 11 April 2011
    • What are the different types of websites? Landing Pages Microsites WebsitesMonday, 11 April 2011
    • What are the different types of websites? Landing Pages Microsites Websites Single pages Specific purpose More effective Constantly optimised Integrated SEM/SEO/EmailMonday, 11 April 2011
    • What are the different types of websites? Landing Pages Microsites Websites Single pages Multiple pages Specific purpose Campaign specific More effective Short term Constantly optimised Integrated SEM/SEO/EmailMonday, 11 April 2011
    • What are the different types of websites? Landing Pages Microsites Websites Single pages Multiple pages Corporate purpose Specific purpose Campaign specific Long term More effective Short term Refreshed every Constantly optimised 12-18mths Integrated SEM/SEO/EmailMonday, 11 April 2011
    • What are the different types of websites? Landing Pages Microsites Websites Single pages Multiple pages Corporate purpose Specific purpose Campaign specific Long term More effective Short term Refreshed every Constantly optimised 12-18mths Integrated SEM/SEO/Email BIGGEST PROFIT LEAST SCOPE CREEPMonday, 11 April 2011
    • What are the different types of websites? Landing Pages Microsites Websites Single pages Multiple pages Corporate purpose Specific purpose Campaign specific Long term More effective Short term Refreshed every Constantly optimised 12-18mths Integrated SEM/SEO/Email BIGGEST PROFIT HEALTHY PROFIT LEAST SCOPE CREEP POTENTIAL SCOPE CREEPMonday, 11 April 2011
    • What are the different types of websites? Landing Pages Microsites Websites Single pages Multiple pages Corporate purpose Specific purpose Campaign specific Long term More effective Short term Refreshed every Constantly optimised 12-18mths Integrated SEM/SEO/Email BIGGEST PROFIT HEALTHY PROFIT PROFITABLE LEAST SCOPE CREEP POTENTIAL SCOPE CREEP SCOPE CREEPMonday, 11 April 2011
    • What are the rules of an effective Landing Page? 1. Well merchandised offer with hero benefit 2. No navigation, strong branding ￿ 3. Only one action - Apply, Download, Enquire 4. Make it as visual as possible, but simple 5. Multiple Click PointsMonday, 11 April 2011
    • Online Advertising Checklist 1. Simple messaging • Will users understand the execution in 5 – 7 seconds? 2. Strong branding • Will the user know who the ad is for in 5 – 7 seconds? 3. Clear CTA • Is there a strong & clear CTA on the final frame? • Inclusion of offers provide an incentive for users to click-through • Phone numbers & website addresses should not be included 4. Integrated messaging • Do the online executions share elements with the offline campaign? • Is the landing page similar to the online executions? 5. Contextual messaging • Is the online execution relevant to its media placement?Monday, 11 April 2011
    • Things to remember about search 1. Search is more than words • Content, images, video, words 2. Search must be constant • Search isn’t just a campaign, it must be on 100% 3. Think about the detail when you build • Every detail helps push results 4. Constantly, review, refine & learn • Search can be optimised real-time, campaigns can be tested & learnings taken out immediately 5. Google is more than a search engine • Constantly explore & learn about what else Google areMonday, 11 April 2011
    • Week 4 Homework NO EXCUSES!Monday, 11 April 2011
    • Week 4 homework • Pick one of your clients • Review their transaction activities online (data capture or eStore) – What are 3 things that can be improved? – What are 3 things they are doing well? – As a customer, would you engage with there site? – What else should they be doing? • Submit all of your findings to the LOUD Training blogMonday, 11 April 2011
    • Week 4 homework • Pick one of your clients • Review their transaction activities online (data capture or eStore) – What are 3 things that can be improved? – What are 3 things they are doing well? – As a customer, would you engage with there site? – What else should they be doing? you t did WhaTraining blog • Submit all of your findings to the LOUD find? s hing t? at t den Wh evi ecame bMonday, 11 April 2011
    • The score cardMonday, 11 April 2011
    • Your Pitch Presentation Get started nowMonday, 11 April 2011
    • Your Pitch Presentation oup e gr Gettstarted now inu ion 10 m cuss disMonday, 11 April 2011
    • What is the background? • There is a new online savings product launching for a client you are going after • They have a $750,000 online only budget for the initial launch & 12 months to spend • There is a separate budget for offline activity, but it isn’t that much • They want to achieve the following objectives: – Open 300 accounts a week – Get a database of prospective clients - 25,000 within the first 6mths – Become visible & known for the productMonday, 11 April 2011
    • What you need to do? • You need to: – Identify the audience – Understand what they are doing online & where they are going to – Put together a plan for the launch & then ongoing communications for 12 months – Identify how you are going to meet the objectives – Put together a plan for tracking & continuous improvementMonday, 11 April 2011
    • What today is about?Monday, 11 April 2011
    • Where are we at today? 1. Introduction to Digital 2. Customer journey: attract 3. Customer journey: engage 4. Customer journey: transact/participate 5. Customer journey: retain 6. Customer journey: grow & Summary 7. Summary & pitchMonday, 11 April 2011
    • Before we start.... 1. Online statsMonday, 11 April 2011
    • Great marketing charts/ stats sitesMonday, 11 April 2011
    • Monday, 11 April 2011
    • Monday, 11 April 2011
    • Monday, 11 April 2011
    • Monday, 11 April 2011
    • Monday, 11 April 2011
    • Monday, 11 April 2011
    • Monday, 11 April 2011
    • Monday, 11 April 2011
    • Monday, 11 April 2011
    • Monday, 11 April 2011
    • Jargon time out! Any questions before we get started?Monday, 11 April 2011
    • Where are we at today? 1. Introduction to Digital 2. Customer journey: attract 3. Customer journey: engage 4. Customer journey: transact/participate 5. Customer journey: retain 6. Customer journey: grow & Summary 7. Summary & pitchMonday, 11 April 2011
    • What is the customer journey? Attract Engage Transact Retain Grow ATL ATL Microsite Microsite Shop online Shop online DM DM DM DM POS POS Landing page Landing page Register Register eDM eDM eDM eDM Online (social, Online (social, Website Website eDM sign-up eDM sign-up Call Call Call Call search, ads) search, ads) Call centre Call centre Call centre Call centre CRM (DM & eDM) CRM (DM & eDM) In-store In-store In-store In-store Microsite Microsite Microsite Microsite WOM (referral) WOM (referral) In-branch In-branch In-branch In-branch Website Website Website WebsiteMonday, 11 April 2011
    • What is the customer journey? Attract Engage Transact Retain Grow ATL ATL Microsite Microsite Shop online Shop online DM DM DM DM POS POS Landing page Landing page Register Register eDM eDM eDM eDM Online (social, Online (social, Website Website eDM sign-up eDM sign-up Call Call Call Call search, ads) search, ads) Call centre Call centre Call centre Call centre CRM (DM & eDM) CRM (DM & eDM) In-store In-store In-store In-store Microsite Microsite Microsite Microsite WOM (referral) WOM (referral) In-branch In-branch In-branch In-branch Website Website Website WebsiteMonday, 11 April 2011
    • What is Retain?Monday, 11 April 2011
    • What else is Retain? Online advertising Email Technology: Marketing RSS Mobile Application marketing Development Social Websites Networks Online Content: Blogs audio, visual, video Online PR Viral Search Engine StrategyMonday, 11 April 2011
    • 1. What is a Retain? Encouraging consumers to stay in touch with brands 1. eCRM 2. Key take outsMonday, 11 April 2011
    • 1. What is a Retain? Encouraging consumers to stay in touch with brands 1. eCRM 2. Key take outsMonday, 11 April 2011
    • ny marketing related emails do you 1. How ma receive a week?Monday, 11 April 2011
    • ny marketing related emails do you 1. How ma receive a week? Me – 350Monday, 11 April 2011
    • ny marketing related emails do you 1. How ma receive a week? Me – 350 s are the ones that catch your eyes 2. Which email & encoura ge you to open?Monday, 11 April 2011
    • ny marketing related emails do you 1. How ma receive a week? Me – 350 s are the ones that catch your eyes 2. Which email & encoura ge you to open? Me – Shoppin g, clothes & designMonday, 11 April 2011
    • ny marketing related emails do you 1. How ma receive a week? Me – 350 s are the ones that catch your eyes 2. Which email & encoura ge you to open? Me – Shoppin g, clothes & design emails do you actio n or click through 3. What from?Monday, 11 April 2011
    • ny marketing related emails do you 1. How ma receive a week? Me – 350 s are the ones that catch your eyes 2. Which email & encoura ge you to open? Me – Shoppin g, clothes & design emails do you actio n or click through 3. What from? Me – Discounts or offersMonday, 11 April 2011
    • the average open rate for auto emails? 4. What isMonday, 11 April 2011
    • the average open r ate for auto emails? 4. What is 6% (8% click through rate)Monday, 11 April 2011
    • the average open r ate for auto emails? 4. What is 6% (8% click through rate) category gets the h ighest open rate? 5. WhichMonday, 11 April 2011
    • the average open r ate for auto emails? 4. What is 6% (8% click through rate) category gets the h ighest open rate? 5. Which Religio us (8% open rate)Monday, 11 April 2011
    • the average open r ate for auto emails? 4. What is 6% (8% click through rate) category gets the h ighest open rate? 5. Which Religio us (8% open rate) the value of a custo mer on an email 6. What is database?Monday, 11 April 2011
    • the average open r ate for auto emails? 4. What is 6% (8% click through rate) category gets the h ighest open rate? 5. Which Religio us (8% open rate) the value of a custo mer on an email 6. What is database? US$948Monday, 11 April 2011
    • What is CRM? Customer Relationship ManagementMonday, 11 April 2011
    • What is CRM? CRM = Push + Pull Customer Relationship MarketingMonday, 11 April 2011
    • What is CRM? CRM = Push + Pull Customer Relationship Marketing ORMonday, 11 April 2011
    • What is CRM? CRM = Push + Pull Customer Relationship Marketing OR = Dialogue + Relationship Open, trust, transparent Value, mutually beneficialMonday, 11 April 2011
    • What is CRM? RelationshipMonday, 11 April 2011
    • What is CRM? RelationshipMonday, 11 April 2011
    • What is an email?Monday, 11 April 2011
    • What is an email?Monday, 11 April 2011
    • What is an email?Monday, 11 April 2011
    • What is an email?Monday, 11 April 2011
    • What is an email?Monday, 11 April 2011
    • What is an email?Monday, 11 April 2011
    • What is an email?Monday, 11 April 2011
    • What are the different types of emails?Monday, 11 April 2011
    • What makes an email successful? Audience Time MessageMonday, 11 April 2011
    • Why people open an email? • What prompts user to open & respond to emails? 54%: Products or services featured 40%: Written copy 35%: Subject line 33%: Compelling offers (e.g. discounts, free shipping) 12%: A single large image 9%: Multiple smaller images 6%: Search box within the email 3%: Recipients get text-only email Source: http://www.emaillabs.com/tools/email-marketing-statistics.html#popularsenddaysMonday, 11 April 2011
    • What’s happening with emails? • How Soon Do People Open Their Email? 74.5% of opens occur within the first 24 hours 84.3% occur within the first 48 hours. • Open Rates The overall unique open rates stand at 12.52% • Click Through Rates Religious 7% Travel 4.5% Banking & finance 4% • Best Days to Send Weekends & the beginning of the week outperform the other days Monday is the clear winner having both the highest open rate & click rate. Source: Email Marketing report (http://dominiquehind.wordpress.com/emailMonday, 11 April 2011
    • What about some more stats? ■ In 2010, 30% of total email time was devoted to commercial emails, compared to 17% in 2005. (Merkle) ■ 90-100% of Millennials (Ages 18-33) engage in email as an online activity. (Pew Research Center) ■ 90% of adults internet users in every age group subscribed to emails from brands, while significantly fewer “liked” companies on Facebook or followed them on Twitter. (ExactTarget) ■ 78% of mobile email users are also regular users of social networking sites. – Merkle “View From the Digital Inbox 2011″ (2011) Source: Email Marketing report (http://dominiquehind.wordpress.com/emailMonday, 11 April 2011
    • What about some mobile email stats? ■ 78% of mobile email users are also regular users of social networking sites. – Merkle “View From the Digital Inbox 2011″ (2011) ■ 43% of mobile email users check email four or more times per day, compared to 29% of those who do not use mobile email. – Merkle “View From the Digital Inbox 2011″ (2011) ■ 55% of those with an Internet-enabled mobile phone use it to check their personal email account. – Merkle “View From the Digital Inbox 2011″ (2011) ■ 13.36% of emails are opened by a mobile operating system or device. – Knotice (2011) ■ 8.74% of emails are opened on an iPhone, compared to 2% on an iPad, 1.9% on an Android, and 0.15% on a Blackberry. – Knotice (2011) Source: Email Marketing report (http://dominiquehind.wordpress.com/emailMonday, 11 April 2011
    • What about some mobile email stats? ■ 25% of Australian Small and Medium Sized Enterprises are using mobile email as of June 2010, Mobile email also has the highest increase between June 2009 – June 2010 with a 47% increase. – The Australian Communications and Media Authority (2010) ■ 85% of smartphone users check their email on their smartphones (e.g. read the subject line and from address), and 82% actually read their email on their smartphone. – ExactTarget (2009) ■ Only 31.6% of US marketers said having an optimized mobile marketing experience for customers is important. – eROI “The Current State of Social, Mobile, & Email Integration” (2010) ■ 45 percent of mobile users stated the best time for companies to send e-mail is only when it is necessary as compared to 39 percent of their non-mobile peers. e-Dialog “Manifesto for E-mail Marketers: Source: Email Marketing report (http://dominiquehind.wordpress.com/emailMonday, 11 April 2011
    • How are people cleaning up their inbox?Monday, 11 April 2011
    • How are people cleaning up their inbox? Many, many more: Pageflakes, bloglines, netvibes, etc, etcMonday, 11 April 2011
    • What is social? Social = CRM + PR + ValueMonday, 11 April 2011
    • What is social? Social = CRM + PR + Value Basic socialMonday, 11 April 2011
    • Before considering dialogue, you must have a base Phase 1: Acquisition Phase 2: RM Number TimeMonday, 11 April 2011
    • Before considering dialogue, you must have a base Phase 1: Acquisition Phase 2: RM Number Baileys  –  6mths Baileys  –  ongoing TimeMonday, 11 April 2011
    • Five characters of CRMMonday, 11 April 2011
    • Five characters of CRM Everywhere Viral (spammer) (S2F) Carer Tester Beautiful, but dumb (seek to understand) (test, optimise)Monday, 11 April 2011
    • 1. ‘Everywhere’ Appear everywhere & focus on pushing their own agenda (spammers)Monday, 11 April 2011
    • 1. ‘Everywhere’ Appear everywhere & focus on pushing their own agenda (spammers)Monday, 11 April 2011
    • Monday, 11 April 2011
    • Bluefly have sent over 196 emails since 1 January 2011 Jan - 59 Feb - 56 Mar - 61 April* - 20Monday, 11 April 2011
    • Monday, 11 April 2011
    • Whey do I still subscribe? Sales on shoes & clothes....Monday, 11 April 2011
    • What we can learn from Bluefly?Monday, 11 April 2011
    • What we can learn from Bluefly? 1. Header (safe email, mobile, images) 2. Navigation (consistent) 3. Send to a friend 4. Creative reused 5. Social network links (integrated push)Monday, 11 April 2011
    • Monday, 11 April 2011
    • Monday, 11 April 2011
    • Monday, 11 April 2011
    • All they were pushing is their products/sales, but they are trying to change (contextual) Partnerships: Gossip Girl, Project RunwayMonday, 11 April 2011
    • 2. ‘Viral’ Shocks to encourage community (send to a friend)Monday, 11 April 2011
    • 2. ‘Viral’ Shocks to encourage community (send to a friend)Monday, 11 April 2011
    • Monday, 11 April 2011
    • Shocks = Deal Viral = Deal & GroupMonday, 11 April 2011
    • Monday, 11 April 2011
    • What we can learn from JumpOn/Our Deal?Monday, 11 April 2011
    • What we can learn from JumpOn/Our Deal? 1. Relevant content (geo targeting) 2. Community (encouraging sharing) 3. Short & to the point 4. Price lead (value & discount) 5. Timing is importantMonday, 11 April 2011
    • 3. ‘Beautiful but dumb’Monday, 11 April 2011
    • 3. ‘Beautiful but dumb’Monday, 11 April 2011
    • 3. ‘Beautiful but dumb’ Look forward to receiving but they aren’t smart (generic messages)Monday, 11 April 2011
    • Monday, 11 April 2011
    • Apple have only sent 7 emails since the start of the year - 3 relating to the iPadMonday, 11 April 2011
    • Monday, 11 April 2011
    • What emails do Apple send?Monday, 11 April 2011
    • Monday, 11 April 2011
    • Product emails - common elements: 1. Logo 2. Header 3. Header CTA 4. Imagery 5. Content 6. CTAMonday, 11 April 2011
    • Monday, 11 April 2011
    • Software emails - common elements: 1. Logo 2. Header 3. Header CTA 4. Imagery 5. Content 6. Features 7. CTAMonday, 11 April 2011
    • Monday, 11 April 2011
    • Event emails - common elements: 1. Logo 2. Header 3. Header CTA 4. Imagery 5. Content 6. CTAMonday, 11 April 2011
    • Consistent CTAsMonday, 11 April 2011
    • Consistent CTAs Apple drive instore & online at the end of every emailMonday, 11 April 2011
    • What do Apple do well?Monday, 11 April 2011
    • What can Apple improve? http://www.slideshare.net/domhindMonday, 11 April 2011
    • What can Apple improve? Understanding the audience (tailoring communications based on their products & interests) http://www.slideshare.net/domhindMonday, 11 April 2011
    • 4. ‘Carer’Monday, 11 April 2011
    • 4. ‘Carer’Monday, 11 April 2011
    • 4. ‘Carer’ Ask customers what they want & tailor what they provideMonday, 11 April 2011
    • Monday, 11 April 2011
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    • Monday, 11 April 2011
    • Monday, 11 April 2011
    • Monday, 11 April 2011
    • A range of questions (product & interest) to make the service/ experience betterMonday, 11 April 2011
    • Monday, 11 April 2011
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    • Monday, 11 April 2011
    • Tailored communications based on preferencesMonday, 11 April 2011
    • What we can learn from XXXX/Witchery? CRM = Dialogue + Relationship Open, trust, transparent Value, mutually beneficialMonday, 11 April 2011
    • What we can learn from XXXX/Witchery? CRM = Dialogue + Relationship Open, trust, transparent Value, mutually beneficialMonday, 11 April 2011
    • 5. ‘Tester’ Constantly test, learn & optimise (tweak & refine)Monday, 11 April 2011
    • 5. ‘Tester’ Constantly test, learn & optimise (tweak & refine)Monday, 11 April 2011
    • Monday, 11 April 2011
    • Monday, 11 April 2011
    • What we can learn from Ford?Monday, 11 April 2011
    • What we can learn from Ford? BaileysMonday, 11 April 2011
    • Quick recap: Five characters of CRMMonday, 11 April 2011
    • Quick recap: Five characters of CRMMonday, 11 April 2011
    • Three year road map Tailor F12 Interact   Behaviour (smart triggers) F11 Acquire  &  Establish   - Localise global assets (website & emails) Segmentation - Develop some local assets based on (understand the data) data F10 - Higher level of personalised - Integration with the website (track - Localise global assets (website & onsite activity/actions) & trigger emails) Foundations - Develop some local assets based on based communications - Customer driven communications (set up the basics) data - Data driven communications - Higher level of personalised - Acquire database - Customer driven communications - RM program set-up - Retention (communications) - Data driven communications - Localise global assets (website & - Analysis of communications - Acquire database emails) - Data & communications - Retention (communications) - Data rules & strategy optimisation - Analysis of communications - Acquire database - Data & communications - Retention (communications) optimisation - Analysis & setting up benchmarks - Communications optimisationMonday, 11 April 2011
    • How do we measure success? • How do we measure the success of emails? Bounce rates Open rates Click through rates Most popular articles Number of forwards (send to a friends) Social network links (fans & post email) • How do we measure the success in social networks? Fans (changes over months) Most popular articles (likes) Comments Linking to Referring sitesMonday, 11 April 2011
    • Jargon time out! Any questions before we get started?Monday, 11 April 2011
    • 2. What are the key take outs? Summary 1. eCRM 2. Key take outsMonday, 11 April 2011
    • 2. What are the key take outs? Summary 1. eCRM 2. Key take outsMonday, 11 April 2011
    • What is CRM? CRM = Push + Pull Customer Relationship MarketingMonday, 11 April 2011
    • What is CRM? CRM = Push + Pull Customer Relationship Marketing ORMonday, 11 April 2011
    • What is CRM? CRM = Push + Pull Customer Relationship Marketing OR = Dialogue + Relationship Open, trust, transparent Value, mutually beneficialMonday, 11 April 2011
    • What is CRM? RelationshipMonday, 11 April 2011
    • What is CRM? RelationshipMonday, 11 April 2011
    • What is social? Social = CRM + PR + ValueMonday, 11 April 2011
    • What is social? Social = CRM + PR + Value Basic socialMonday, 11 April 2011
    • Before considering dialogue, you must have a base Phase 1: Acquisition Phase 2: RM Number TimeMonday, 11 April 2011
    • Before considering dialogue, you must have a base Phase 1: Acquisition Phase 2: RM Number Baileys  –  6mths Baileys  –  ongoing TimeMonday, 11 April 2011
    • Weekly homework NO EXCUSES!Monday, 11 April 2011
    • Week 5 homework • Pick one of your clients • Subscribe to their newsletter (if they have one) – What are 3 things that can be improved? – What are 3 things they are doing well? – As a customer, would you respond to their emails? – What else should they be doing? • Subscribe to two of their competitors newsletters or facebook pages (if they have one) • Submit all of your findings to the LOUD Training blogMonday, 11 April 2011
    • Your Pitch Presentation Get started nowMonday, 11 April 2011
    • Your Pitch Presentation er Get started now ind A remMonday, 11 April 2011
    • Jargon time out Questions ThoughtsMonday, 11 April 2011
    • Thank you Want to talk more? Drop me a line: Dominique Hind http://dominiquehind.wordpress.com e: dominique@withcollective.com m: 0403 300 015Monday, 11 April 2011
    • Thank you Want to talk more? Drop me a line: Dominique Hind http://dominiquehind.wordpress.com e: dominique@withcollective.com m: 0403 300 015Monday, 11 April 2011
    • Monday, 11 April 2011