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The Art of Engaging Customers in a Multi-Channel World By Erin Everhart

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From the SMX East Conference in New York City, September 27-29, 2016. SESSION: The Art of Engaging Customers In A Multi-Channel World. PRESENTATION: The Art of Engaging Consumers In A Multi-Channel World - Given by Erin Everhart, @erinever - The Home Depot, Senior Manager, Media Strategy. #SMX #23C3

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The Art of Engaging Customers in a Multi-Channel World By Erin Everhart

  1. 1. #SMX #23C3 @erinever The struggle is very real, you guys. The Art of Engaging Customers in a Multi-Channel World
  2. 2. #SMX #23C3 @erinever We have a serious attention-span problem
  3. 3. #SMX #23C3 @erinever
  4. 4. #SMX #23C3 @erinever
  5. 5. #SMX #23C3 @erinever
  6. 6. #SMX #23C3 @erinever
  7. 7. #SMX #23C3 @erinever Can we get a little more credit, please?
  8. 8. #SMX #23C3 @erinever
  9. 9. #SMX #23C3 @erinever
  10. 10. #SMX #23C3 @erinever
  11. 11. #SMX #23C3 @erinever
  12. 12. #SMX #23C3 @erinever
  13. 13. #SMX #23C3 @erinever
  14. 14. #SMX #23C3 @erinever By Brand By DiscountBy Retailer
  15. 15. #SMX #23C3 @erinever
  16. 16. #SMX #23C3 @erinever
  17. 17. #SMX #23C3 @erinever
  18. 18. #SMX #23C3 @erinever Social Media TV/Radio SEO Display SEM Email
  19. 19. #SMX #23C3 @erinever
  20. 20. #SMX #23C3 @erinever
  21. 21. #SMX #23C3 @erinever Intent is more important than demographics
  22. 22. #SMX #23C3 @erinever People tell you who they are, but we ignore it because we want them to be who we want them to be
  23. 23. #SMX #23C3 @erinever People feel first and think second.
  24. 24. #SMX #23C3 @erinever
  25. 25. #SMX #23C3 @erinever
  26. 26. #SMX #23C3 @erinever
  27. 27. #SMX #23C3 @erinever “The people already want to watch the show.” “That isn’t good enough! They have to be so scared to miss it!”
  28. 28. #SMX #23C3 @erinever Trust us. We’re doctors.
  29. 29. #SMX #23C3 @erinever
  30. 30. #SMX #23C3 @erinever People listen to their friends
  31. 31. #SMX #23C3 @erinever • 79% of consumers trust online as much as personal recommendations • 90% of customers say online reviews influence their buying decisions • Reviews can produce, on average, an 18% increase in sales And people they don’t even know
  32. 32. #SMX #23C3 @erinever Show reviews through the entire journey
  33. 33. #SMX #23C3 @erinever “Your neighbors are doing better than you.”
  34. 34. #SMX #23C3 @erinever “You can make more friends in two months by becoming interested in other people than you can in two years by trying to get other people interested in you.” -Dale Carnegie
  35. 35. #SMX #23C3 @erinever Surprise them with the unexpected
  36. 36. #SMX #23C3 @erinever We tend to get a little obsessed over new technologies
  37. 37. #SMX #23C3 @erinever
  38. 38. #SMX #23C3 @erinever Remarket them on social media
  39. 39. #SMX #23C3 @erinever “Not my job” Show impact on overall business
  40. 40. #SMX #23C3 @erinever I was driving a Lincoln since long before anyone paid me to do it.
  41. 41. #SMX #23C3 @erinever
  42. 42. #SMX #23C3 @erinever Where are you? You’re on a boat. With the man your man could smell like.
  43. 43. #SMX #23C3 @erinever 65M views | +125% sales | +800% FB fans
  44. 44. #SMX #23C3 @erinever Stop drowning them in data
  45. 45. #SMX #23C3 @erinever
  46. 46. #SMX #23C3 @erinever LEARN MORE: UPCOMING @SMX EVENTS THANK YOU! SEE YOU AT THE NEXT #SMX

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