PersonalizingYour Consumer’sOnline Experience:Differentiating yourself from the competition Director of Product Planning for Director of Product Planning forBy Nicole Case Reynolds Web Solutions Reynolds Web Solutions
Agenda Who am I? What is Personalization? Why should you care? How do you make it happen today? Questions
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
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
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
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
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
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
How to Personalize Customer Portals Log-in/Password My Garage Customer Controls Change the look and feel Change the layout
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
Customer Portal Schedule Service Lead Forms are the 3rd highest form submitted by consumers on dealer web sites in 2008
Customer Portal Serving information specific to me
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
Thanks for YourTime and Attentionnicole_case@reyrey.com 937-485-1999 Director of Product Planning for Director of Product Planning for Nicole Case Reynolds Web Solutions Reynolds Web Solutions
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