Engineering Serendipity: 2015 AMA National Conference Presentation

•

1 like•428 views

Exploring the individualized future of loyalty and engagement with the 2015 American Marketing Association National Conference in Austin, Texas, 9.29.2015.

Marketing

*
WHY ARE YOU IN THIS SESSION?
*
*
I want to understand my customers better,
but I don’t know how to get them to open up.
I think customer loyalty is important,
but I’m not sure loyalty programs are even relevant anymore.
I was in this room for the last session, so I figured I’d stay put.
#IndividualizedMarketing

JENNE BARBOUR
Director, Global Marketing Strategy
+ Evangelism
Teradata Marketing Applications
I loyalty.
@jennebarbour
#IndividualizedMarketing
WHO AM I?
© 2015 Teradata3 #IndividualizedMarketing

*
LET’S TALK LOYALTY
*
*
Customers haven’t turned their backs on loyalty programs.
Many loyalty programs have ignored customers’ needs.
The next generation of loyalty and engagement is breaking
out of the “loyalty box” and redefining the relationship.
Loyalty is dead. LONG LIVE LOYALTY.
#IndividualizedMarketing

IF YOU DON’T LIKE CHANGE,
you’re going to like irrelevance even less.
General Eric Shinseki, U.S. Army, Ret.,
Former Secretary Veterans Affairs
“
#IndividualizedMarketing

Digital Velocity
#IndividualizedMarketing

Marketing Cacophony
#IndividualizedMarketing

Sources: 2000 COLLOQUY Sizing Study, 2007 COLLOQUY Loyalty Census, 2009 COLLOQUY Loyalty Census, 2011 COLLOQUY Loyalty Census, 2013 COLLOQUY Loyalty Census, 2015 COLLOQUY Loyalty Census
2000 2006 2008 2010 2012 2014
.97B
1.34B
1.80B
2.09B
2.65B
3.32B
37.3%
34.5%
16.3%
26.7%
25.5%
Loyalty Growth

Source: 2011 COLLOQUY Loyalty Census
54%
46%
2010
Engagement Deceleration
#IndividualizedMarketing

Source: 2013 COLLOQUY Loyalty Census
44%
2012
56%
#IndividualizedMarketing
Engagement Deceleration

Engagement Deceleration
Source: 2015 COLLOQUY Loyalty Census
58%
42%
2014
#IndividualizedMarketing

29
Engagement Deceleration
Source: 2015 COLLOQUY Loyalty Census
58%
42%
2014
#IndividualizedMarketing

12
Source: 2015 COLLOQUY Loyalty Census
58%
42%
2014
#IndividualizedMarketing
Engagement Deceleration

Siloed Insights
#IndividualizedMarketing

“I love you and
YOU DON’T EVEN KNOW
MY NAME.
Fara Howard, Global VP Marketing for Vans
Gartner Digital Marketing Conference
#IndividualizedMarketing

ENGINEERED SERENDIPITY.”
– JASON SILVA
“We move into a world of
#IndividualizedMarketing

Customer-centric
Relationship +
Engagement
Individualized Engagement
#IndividualizedMarketing

Mobile
everywhere
Disposable
interactions
Increased
expectations
Individualizing Engagement
#IndividualizedMarketing

Individualizing Engagement
Integrated
value
Moments of
engagement
Connected
experiences
#IndividualizedMarketing

Integrated Value
#IndividualizedMarketing

Connected Experiences
#IndividualizedMarketing

Moments of Engagement
#IndividualizedMarketing

UNIFY Loyalty + Engagement
#IndividualizedMarketing

“Rather than being classified into a segment,
each customer should be seen as
A “SEGMENT OF ONE.”
Jeff Berry, COLLOQUY
#IndividualizedMarketing

Similar to Engineering Serendipity: 2015 AMA National Conference Presentation

We can bet you've been appalled and underwhelmed by the level of customer service you've received by a company. Have you ever been pleasantly surprised and delighted by a brand's customer service? Engineer a surprise & delight effort that will boost your reputation, leave your customers satisfied and draw your prospects in. After some observation and testing, we’ve come up with an 8-prong attack to the surprise & delight campaign. It involves big data, incredible insight, strong tools and the keen ability to pick out the perfect present. Are you game? Your surprise & delight campaign will put you in the history books with the likes of Albert Einstein and Constantine the Great. Or at least pump up your customer retention, revenue and brand loyalty. And probably rack up your Facebook fans & Twitter followers.

8 Steps to the Ultimate Surprise & Delight Campaign

Digital Roots

competitive sales advantage linkedin 2016

cjoseph_linkedin

How 15 Top CMOs Show Customers Love

Siegel+Gale

How 15 Top CMOs Show Customers Love

Margaret Molloy

For many real estate professionals and brands, 2015 will be the year they embrace content and inbound marketing. It's still difficult for many in real estate to perceive the value in creating utility for consumers without turning that utility into an advertisement. But the rest of the marketing world has already begun to jump on the content marketing bandwagon. Some would say real estate as an industry hasn't really moved far afield from the yard sign and "I'm a #1 agent" photos that still grace so many agent and broker websites. We have a long way to go to match the expectations of the consumer. But whoever said you can't teach an old dog new tricks was not living in the Google era. Read through the speakers’ tips and I guarantee that you will find a gem that will help you grow your business in 2015. There's a click to tweet on each slide, or you can download the slides directly from slideshare.net/placester.

Real Estate Marketing Secrets From The Pros

Placester

Understanding how to scale growth in SaaS and can make (or break) your ability to boost revenue. It comes down to three things: people, process and tools. How do you structure your marketing and sales teams? What are processes do you need? What tools should you use? How do you measure impact? Key takeaways for this session include: - Three phases of building a team and how to structure your funnel at each stage - How a tight marketing ops process can be a competitive advantage - How to bridge the gap (or avoid it in the first place) between marketing & sales - What key metrics show the efficiency of your funnel operations

Hana Abaza (Shopify Plus) - How to build your revenue engine for Series A

Startupfest

Just Tell Your Story —A simple strategy for confident, measurable B2B marketing.

Chris Meyer

Service is changing and becoming even more central to the customer experience. Content can play a key role in delivering a better service to customers and adding value across the entire customer experience. Join us to find out how your brand can evolve its service proposition and use content to serve your customers even better. From the super-slick to the luxury, this presentation explores the new faces of service and the role content can play in both, before going onto explore how brands can turn conversations into super examples of service. This was presented by the Strategy team of content marketing agency, Seven, at their recent event, Future Think: The Future of Service. To keep informed and up-to-date about upcoming events and insight from Seven, please contact our Strategy Director, kevin.sutherland@seven.co.uk or visit: www.seven.co.uk/subscribe.

The Future of Service

Seven

March buzzReport: Millennials and Retail

Buzz Marketing Group

How to differentiate your business from the rest of the pack

Gloucestershire Professionals

Business & Marketing Fundamentals

Tycoon

EyeforTravel - Customer Relationship Management in Travel USA (2008)

EyeforTravel

Women In Sales Awards India 2015 Magazine

Alibaba.com

We love the challenge of making great work – the strategy and execution that drives the bottom line growth of our clients. Founded in 2004 with $14 and a dream, and with over twenty-five years of marketing and branding experience, we’ve often seen the issues our clients are going through and come to the table with more than talent – we offer relevance, results, and time-tested ideas. Our focus is on the end result – your bottom line. By quickly uncovering the tactics that work, and eliminating the ones that don’t, we are able to establish a strategy that delivers both short-term impact and long-term growth.

Imagine Executive Summary

Imagine

Lynn Baker -Customer Experience keynote 2016 pg1

Lynn Baker Professional Speaker, Trainer, Business Woman

The 3 TenetsTo SuccessfulCustomer Loyalty_Billy Loizou_ ALA Conference

Alyesha Patel-Parker

How to Build Brand Loyalty & Brand Advocates

Joanna Lord

MarketingSherpa Media Center at IRCE

MarketingSherpa

During “work” hours (a difficult term to nail down given I work for a global company), I help the 25th largest brand in the world, SAP, run better in North America. Specifically I direct marketing strategy to generate demand with companies in the professional services industry. I also blog on Business2Community as well as several SAP internal sites. Mostly my topics center on all things marketing, but I also share insights on business innovation. I’ve had the honor of being nominated “Top Talent” within SAP marketing (twice!), and I’ve garnered quite a few awards. Most excitingly: I work with some of the most phenomenal individuals in the business. Detailed resume available upon request.

Ginger Shimp Introduction and Resume

Ginger Shimp, MBA

conference board 2015

Shaila Kapur

Similar to Engineering Serendipity: 2015 AMA National Conference Presentation (20)

8 Steps to the Ultimate Surprise & Delight Campaign

competitive sales advantage linkedin 2016

How 15 Top CMOs Show Customers Love

Real Estate Marketing Secrets From The Pros

Hana Abaza (Shopify Plus) - How to build your revenue engine for Series A

Just Tell Your Story —A simple strategy for confident, measurable B2B marketing.

The Future of Service

March buzzReport: Millennials and Retail

How to differentiate your business from the rest of the pack

Business & Marketing Fundamentals

EyeforTravel - Customer Relationship Management in Travel USA (2008)

Women In Sales Awards India 2015 Magazine

Imagine Executive Summary

Lynn Baker -Customer Experience keynote 2016 pg1

The 3 TenetsTo SuccessfulCustomer Loyalty_Billy Loizou_ ALA Conference

How to Build Brand Loyalty & Brand Advocates

MarketingSherpa Media Center at IRCE

Ginger Shimp Introduction and Resume

conference board 2015

Recently uploaded

(Vivek)Call Us, 8448380779,Call girls in Delhi NCr – We Offer best in class call girls. escort Service At Affordable Price At low Rate with Space Night 8000 We Are One Of The Oldest Escort and Call girls Agencies in Delhi. You Will Find That Our Female Escorts Are Full Of Fun, Sexy And They Would Love Enjoy Your Company. We Have A Fantastic Selection Of Escort Ladies Available For In-Calls As Well As Out-Calls. Our Escorts Are Not Only Beautiful But All Have Great Personalities Making Them The Perfect Companion For Any Occasion. In-Call:- You Can Come At Our Place in Delhi Our place Which Is Very Clean Hygienic 100% safe Accommodation. Out-Call:- You have To Come Pick The Girl From My Place We Are Also Provide Door Step Services (Delhi Ncr, Noida, Gurgaon, Faridabad, Ghaziabad Note:- Pic Collectors Time Passers Bargainers Stay Away As We Respect The Value For Your Money Time And Expect The Same From You Hygienic:- Full Ac room And Clean Rooms Available In Hotel 24 * 7 Hourly In Delhi NCR More Details, With WhatsApp Number, +91-8448380779

BDSM⚡Call Girls in Sector 128 Noida Escorts >༒8448380779 Escort Service

Delhi Call girls

When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker. Key Takeaways: - New framework for examining and safeguarding an online reputation - Tools and techniques to keep you a step ahead - Practical examples that demonstrate when to act, how to act and how to recover

Turn Digital Reputation Threats into Offense Tactics - Daniel Lemin

DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions

In 2024, voice SEO will dominate as users interact hands-free, emphasizing long-tail keywords and natural language. Mobile optimization remains crucial for Google's mobile-first indexing, ensuring seamless experiences. Video SEO gains prominence by captivating audiences and boosting engagement. These are some of the SEO trends you have to be updated with because Google in its constant effort to tackle spam is focusing on quality content. Read more at: https://banyanbrain.com/seo-trends/

Major SEO Trends in 2024 - Banyanbrain Digital

Banyanbrain

Social Media Marketing PPT-Includes Paid media

adityabelde2

In her talk, Natalia will introduce the absolute essentials of the International SEO Strategy, Process and Execution. Through the 5 essential International SEO tools we will also learn about the international SEO mindset, which is no less important than the toolset itself. From troubleshooting, data analysis, rank tracking and improvement implementation, we will cover the must-haves between the tools, that at the same time, don't break the bank. Without going too far away from Google, we will touch base on tools that are also relevant to Baidu and Yandex SEO tasks. Never done any International SEO before? Perfect! This talk will equip you with actionable steps to go and try the international SEO approach yourself, for the very first time! A seasoned SEO expert who has done International in the past? Make sure your tools and approaches are up to date. As with any SEO area, International SEO is never boring.

Five Essential Tools for International SEO - Natalia Witczyk - SearchNorwich 15

SearchNorwich

Join Raquel Serrano, Senior Web Analyst & CRO at LYNX, as she uncovers the secrets hidden within GA4 reports like Funnel Exploration, Path Exploration, and User Explorer to uncover bottlenecks and opportunities in user journeys, particularly for non-e-commerce websites. Discover Where Users Encounter Hurdles: Learn how to leverage GA4 to pinpoint where users face challenges on your website, such as during sign-ups or form submissions. Gain insights to enhance these areas and streamline the user experience. Identify Optimal Paths: Utilize GA4 to analyze user pathways on your site, distinguishing effective routes from less successful ones. Enhance successful paths and optimize or eliminate ineffective ones for improved user engagement.

Uncover Insightful User Journey Secrets Using GA4 Reports

VWO

Brand experience Peoria City Soccer Presentation.pdf

tbatkhuu1

SEO in a World of AI Presentation Description (150 words max): Author and Adjunct Professor Steve Wiideman presents a holistic masterclass on search engine optimization for the constantly changing search engine results. Learn how to prepare your website for generative AI, increase visibility in social search, and double-down on timeless SEO principles. Disciplines covered include technical SEO, content strategy and webpage optimization, off-page SEO, and optimizing for generative AI search. Key Takeaways: 1. Have a plan to prepare for search generative experience (SGE) 2. Discover techniques to be found in TikTok, Instagram, and YouTube for Gen Z and Gen Alpha 3. Get a foundation refresher for core SEO best practices in tech, content, and off-page SEO

SEO Master Class - Steve Wiideman, Wiideman Consulting Group

DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions

The countdown to the end of third-party cookies has begun in Google Chrome, and the impact will be big for those reliant on them for data collection. Are you ready? Check out the experts from CallRail and Workshop Digital as we dive into the impending changes driven by Google Chrome's upcoming phase-out, and how you can navigate the challenges of a post-third-party cookie world. You’ll learn: - What the death of third-party cookies means for your current marketing strategies. - What marketers should be doing to prepare for these changes. - Strategies for success and the importance of utilizing marketing tools with zero- or first-party cookie collection. Watch Ryan Johnson and Andrew Miller as they explore the differences between third- and first-party cookies, analyze the profound implications of this transition for marketers, and introduce innovative solutions and strategies for what you should do next. If you’re reliant on third-party data and want to unlock the secrets to navigating a world without third-party cookies, then this webinar is for you. Stay ahead of the game with the best marketing tools and ensure your tactics are primed for success in this new era of digital marketing.

Google 3rd-Party Cookie Deprecation [Update] + 5 Best Strategies

Search Engine Journal

BooK Now Call us at +918448380779 to hire a gorgeous and seductive call girl for sex. Take a Delhi Escort Service. The help of our escort agency is mostly meant for men who want sexual Indian Escorts In Delhi NCR. It should be noted that any impersonator will get 100 attention from our Young Girls Escorts in Delhi. They will assume the position of reliable allies. VIP Call Girl With Original Photos Book Tonight +918448380779 Our Cheap Price 1 Hour not available 2 Hours 5000 Full Night 8000 TAG: Call Girls in Delhi, Noida, Gurgaon, Ghaziabad, Connaught Place, Greater Kailash Delhi, Lajpat Nagar Delhi, Mayur Vihar Delhi, Chanakyapuri Delhi, New Friends Colony Delhi, Majnu Ka Tilla, Karol Bagh, Malviya Nagar, Saket, Khan Market, Noida Sector 18, Noida Sector 76, Noida Sector 51, Gurgaon Mg Road, Iffco Chowk Gurgaon, Rajiv Chowk Gurgaon All Delhi Ncr Free Home Deliver

Enjoy Night⚡Call Girls Dlf City Phase 4 Gurgaon >༒8448380779 Escort Service

Delhi Call girls

Call Girls In Majnu Ka Tilla (Delhi) Call or Whataap {+91-8377877756} Escorts Provide 24×7 Available With Room ☆☆TIMINGS 24 HOURS OPENS☆☆☆ Booking Now Gentleman Only:-Call Now Best High Class Normal Call Girls Escorts Service In Delhi NCR 24-7 Hours Available Service I provide In Delhi NCR Female Escorts Sex Service 100% Customers Satisfaction Guarantee VIP Profiles Top Grade Service 100% Cooperative All round Service ꧁❤8377877756❤꧂ InCall: – You Can Reach At Our Place in Delhi Our place Which Is Very Clean Hygienic 100% safe Accommodation OutCall: – Service For Out Call You Have To Come Pick The Girl From My Place. We Also Provide Door Step Services. Note: – Pic Collectors Time Passers And Bargainers Stay Away As We Respect The Value Of Your Money And Time And Expect The Same From You. 8377877756. Hygienic: – Full Ac Neat And Clean Rooms Available In Hotel 24 * 7 Hrs In Delhi NCR 8377877756. Place: – South Extension Nehru Place Saket Malviya Nagar Munirka Vasant Kunj Safdarjung Katwaria Sarai Lajpat Nagar Kalkaji Hauz Khas Mahipalpur Dwarka Karol Bagh Noida Gurgaon Faridabad All Outcall Only Hotel Service In Delhi Ncr 8377877756. We are providing. : – House Wife’s : – Private Independent House Wife’s : – Private Independent Collage Going Girls : – Corporate MNC Working Profiles : – Call Center Girls : – Live Band Girls : – Foreigners and Many More: – Independent Models Service type : – Incall Short 2500 : – Outcall Short 3500 : – Incall Night 8500 : – Outcall Night 95,00 For Pictures And Other Details Pls Whatsapp Me Otherwise Call Me Any Time Incall Outcall Both Are Services Available Door Step, House, Apartment, Guest House, Flate, All Star Hotel Available ꧁❤8377877756❤꧂ THANKS FOR VISITING. Booking 24×7 HRS

FULL ENJOY Call Girls In Majnu.Ka.Tilla Delhi Contact Us 8377877756

dollysharma2066

Brand Strategy Master Class - Juntae DeLane

DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions

In the annals of bizarre and unsettling mysteries, the “Circleville Letters” stand out as a chilling and enigmatic series of correspondences that have puzzled investigators and captured the public’s imagination for decades. Spanning several years and intertwined with tragedy, conspiracy, and unanswered questions, the story behind the Circleville Letters continues to intrigue and haunt those who delve into its perplexing details.

Unraveling the Mystery of The Circleville Letters.pptx

elizabethella096

BDSM⚡Call Girls in Sector 150 Noida Escorts >༒8448380779 Escort Service

Delhi Call girls

Martal Group - B2B Lead Gen Agency - Onboarding Overview

Martal Group

In the annals of unsolved crimes, the Hinterkaifeck Murders stand as a haunting testament to the enigmatic and macabre. This chilling incident, which occurred in rural Germany in 1922, continues to captivate the imagination of investigators, historians, and true crime enthusiasts alike. The events that transpired at Hinterkaifeck, a remote farmstead located about 70 kilometers north of Munich, remain shrouded in mystery, with numerous unanswered questions lingering over the decades.

Unraveling the Mystery of the Hinterkaifeck Murders.pptx

elizabethella096

Cash payment girl 9257726604 Hand ✋ to Hand over girl

Call girl Jaipur

Brand experience Dream Center Peoria Presentation.pdf

tbatkhuu1

Branding strategies of new company .pptx

VikasTiwari846641

Brighton SEO April 2024 - The Good, the Bad & the Ugly of SEO Success

Varn

Recently uploaded (20)

BDSM⚡Call Girls in Sector 128 Noida Escorts >༒8448380779 Escort Service

Turn Digital Reputation Threats into Offense Tactics - Daniel Lemin

Major SEO Trends in 2024 - Banyanbrain Digital

Social Media Marketing PPT-Includes Paid media

Five Essential Tools for International SEO - Natalia Witczyk - SearchNorwich 15

Uncover Insightful User Journey Secrets Using GA4 Reports

Brand experience Peoria City Soccer Presentation.pdf

SEO Master Class - Steve Wiideman, Wiideman Consulting Group

Google 3rd-Party Cookie Deprecation [Update] + 5 Best Strategies

Enjoy Night⚡Call Girls Dlf City Phase 4 Gurgaon >༒8448380779 Escort Service

FULL ENJOY Call Girls In Majnu.Ka.Tilla Delhi Contact Us 8377877756

Brand Strategy Master Class - Juntae DeLane

Unraveling the Mystery of The Circleville Letters.pptx

BDSM⚡Call Girls in Sector 150 Noida Escorts >༒8448380779 Escort Service

Martal Group - B2B Lead Gen Agency - Onboarding Overview

Unraveling the Mystery of the Hinterkaifeck Murders.pptx

Cash payment girl 9257726604 Hand ✋ to Hand over girl

Brand experience Dream Center Peoria Presentation.pdf

Branding strategies of new company .pptx

Brighton SEO April 2024 - The Good, the Bad & the Ugly of SEO Success

Engineering Serendipity: 2015 AMA National Conference Presentation

1. Engineering Serendipity T h e I n d i v i d u a l i z e d F u t u r e o f L o y a l t y a n d E n g a g e m e n t American Marketing Association National Conference 9.29.2015

2. * WHY ARE YOU IN THIS SESSION? * * I want to understand my customers better, but I don’t know how to get them to open up. I think customer loyalty is important, but I’m not sure loyalty programs are even relevant anymore. I was in this room for the last session, so I figured I’d stay put. #IndividualizedMarketing

4. * LET’S TALK LOYALTY * * Customers haven’t turned their backs on loyalty programs. Many loyalty programs have ignored customers’ needs. The next generation of loyalty and engagement is breaking out of the “loyalty box” and redefining the relationship. Loyalty is dead. LONG LIVE LOYALTY. #IndividualizedMarketing

5. IF YOU DON’T LIKE CHANGE, you’re going to like irrelevance even less. General Eric Shinseki, U.S. Army, Ret., Former Secretary Veterans Affairs “ #IndividualizedMarketing

6. Digital Velocity #IndividualizedMarketing

7. Marketing Cacophony #IndividualizedMarketing

8. Sources: 2000 COLLOQUY Sizing Study, 2007 COLLOQUY Loyalty Census, 2009 COLLOQUY Loyalty Census, 2011 COLLOQUY Loyalty Census, 2013 COLLOQUY Loyalty Census, 2015 COLLOQUY Loyalty Census 2000 2006 2008 2010 2012 2014 .97B 1.34B 1.80B 2.09B 2.65B 3.32B 37.3% 34.5% 16.3% 26.7% 25.5% Loyalty Growth

9. Source: 2011 COLLOQUY Loyalty Census 54% 46% 2010 Engagement Deceleration #IndividualizedMarketing

10. Source: 2013 COLLOQUY Loyalty Census 44% 2012 56% #IndividualizedMarketing Engagement Deceleration

11. Engagement Deceleration Source: 2015 COLLOQUY Loyalty Census 58% 42% 2014 #IndividualizedMarketing

12. 29 Engagement Deceleration Source: 2015 COLLOQUY Loyalty Census 58% 42% 2014 #IndividualizedMarketing

13. 12 Source: 2015 COLLOQUY Loyalty Census 58% 42% 2014 #IndividualizedMarketing Engagement Deceleration

14. Siloed Insights #IndividualizedMarketing

15. “I love you and YOU DON’T EVEN KNOW MY NAME. Fara Howard, Global VP Marketing for Vans Gartner Digital Marketing Conference #IndividualizedMarketing

16. Eroded Growth #IndividualizedMarketing

17. ENGINEERED SERENDIPITY.” – JASON SILVA “We move into a world of #IndividualizedMarketing

18. POINTS ! REWARDS ! KEYFOBS ! CARDS ! STATUS ! BIRTHDAYS ! REWARDS CATALOG ! CK-INS ! MEMBERS ! PLATINUM ! GOLD ! FREQUENCY ! ENGAGEMENT ! RETENTION ! ACQUISITION ! TANGIBLE ! BENEFITS ! PREFERENCES ! GROWTH ! SHARE LITTERS ! HIGH POTENTIAL ! TRUNK SHOWS ! REMINDER EMAILS ! PROFITABILITY ! LOOKALIKES ! PRIVILEGE ! SURPRISE AND DELIGHT ! JOURNEYS ! EXP OFFERS ! BONUS EVENTS ! SURVEYS ! MEMBER LOUNGES ! MILES AND SEGMENTS ! FREE UPGRADES ! PARTNER PROMOTIONS ! ELITE STATUS ! PERKS ! PURCHASE TRACK VEHICLE ! HAPPY HOUR ! FREE CHAMPAGNE ! CASH BACK ! COURTESY VALET ! VELVET ROPE ! GAMIFICATION ! VIP HOTLINE ! RESERVED SEATING ! COMPLIMENTAR SOCIAL LOGIN ! PERSONAL STYLIST ! FAST PASS ! TRIALS ! FREE SAMPLES ! BRAND EXPERIENCES ! EARLY SALE ACCESS ! DONATIONS ! SNEAK PEEKS ! GAS DISC TER ! FRESH COOKIES ! NAME IN LIGHTS ! CONCIERGE SERVICE ! BACKSTAGE PASSES OVERNIGHT SHIPPING ! AFFILIATE PROGRAMS ! ENGAGEMENT REWARDS ! PRODUC RELEVANCE #IndividualizedMarketing

19. Customer-centric Relationship + Engagement Individualized Engagement #IndividualizedMarketing

20. Mobile everywhere Disposable interactions Increased expectations Individualizing Engagement #IndividualizedMarketing

21. Individualizing Engagement Integrated value Moments of engagement Connected experiences #IndividualizedMarketing

22. Integrated Value #IndividualizedMarketing

23. Connected Experiences #IndividualizedMarketing

24. Moments of Engagement #IndividualizedMarketing

25. UNIFY Loyalty + Engagement #IndividualizedMarketing

26. “Rather than being classified into a segment, each customer should be seen as A “SEGMENT OF ONE.” Jeff Berry, COLLOQUY #IndividualizedMarketing

27. * ENGINEER SOME SERENDIPITY! * * Customers desire individualized value exchanges for creating a brand relationship. Loyalty programs don’t look like they used to – and that’s a very good thing… for customers and marketers. Marketers who strive to integrate value, connect experiences, and create moments of engagement will win today’s customer’s loyalty. #IndividualizedMarketing

28. TM

Engineering Serendipity: 2015 AMA National Conference Presentation

Recommended

Recommended

More Related Content

Similar to Engineering Serendipity: 2015 AMA National Conference Presentation

Similar to Engineering Serendipity: 2015 AMA National Conference Presentation (20)

Recently uploaded

Recently uploaded (20)

Engineering Serendipity: 2015 AMA National Conference Presentation