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4 Key Trends for Online Customer Engagement
4 Key Trends for Online Customer Engagement
4 Key Trends for Online Customer Engagement
4 Key Trends for Online Customer Engagement
4 Key Trends for Online Customer Engagement
4 Key Trends for Online Customer Engagement
4 Key Trends for Online Customer Engagement
4 Key Trends for Online Customer Engagement
4 Key Trends for Online Customer Engagement
4 Key Trends for Online Customer Engagement
4 Key Trends for Online Customer Engagement
4 Key Trends for Online Customer Engagement
4 Key Trends for Online Customer Engagement
4 Key Trends for Online Customer Engagement
4 Key Trends for Online Customer Engagement
4 Key Trends for Online Customer Engagement
4 Key Trends for Online Customer Engagement
4 Key Trends for Online Customer Engagement
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4 Key Trends for Online Customer Engagement

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A quick over view of 4 trends that will be key to prospering in a troubled economy

A quick over view of 4 trends that will be key to prospering in a troubled economy

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  • 1. Introduction Four key trends for customer engagement Richard Sedley Director, cScape Customer Engagement Unit
  • 2. 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
  • 3. What is engagement?
    • Repeated interactions that strengthen the emotional, psychological and physical investment a customer has in a brand (product or service)
  • 4. Personalisation and the rich experience me, Me, ME
  • 5. Personalisation and the rich experience
  • 6. Personalisation and the rich experience
  • 7. Personalisation and the rich experience
  • 8. Personalisation and the rich experience
  • 9. Persuasion and the role of psychology
  • 10. 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
  • 11. Atomisation and the distributed experience You. BBC Your blog Slideshare Facebook Linked In Adapted from a graphic by David // Armano
  • 12. Atomisation and the distributed experience Me. BBC Slideshare Facebook Linked In Adapted from a graphic by David // Armano You. Tottenham Hotspur My blog
  • 13. 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
  • 14. Social tools and the new conversation
  • 15. Social tools and the new conversation
  • 16. Social tools and the new conversation
  • 17. 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
  • 18.
        • Download book for free at:
        • www.winners-and-losers-in-a-troubled-economy.com
        • Richard Sedley’s blog: www.loopstatic.com

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