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

Published in: Technology, Business

4 Key Trends for Online Customer Engagement

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

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