The presentation discusses the significance of multi-channel marketing as an efficient and effective communication strategy to customers.

1. [
Mul&-­‐Channel
Marke&ng
]
The
new
customer
communica0on
experience

2. The
New
Customer
Expecta&on
”Recession
will
mean
an
insistent
and
poten1ally
rewarding
invita1on
to
consumers
to
reconsider
everything
they
do/buy/
desire.
This
will
result
in
a
fiercer
scru1ny
by
consumers
of
all
claims,
and
declining
tolerance
for
unsa1sfactory
experiences.”
James
Murphy,
editorial
director
of
nVision
14/11/12
©
Datalicious
Pty
Ltd
2

3. Today
we’re
going
to
talk
about
the
importance
of
an
integrated
communica&on
strategy,
across
the
new
mix
of
communica&on
op&ons.
14/11/12
©
Datalicious
Pty
Ltd
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4. Why?
To
help
you
deliver
communica0ons
efficiently,
with
relevance,
and
most
importantly
with
a
single
voice
14/11/12
©
Datalicious
Pty
Ltd
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5. 14/11/12
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Datalicious
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6. 14/11/12
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7. So….
How
good
is
your
companies
communica0ons
experience?
Let’s
start
with
an
exercise
14/11/12
©
Datalicious
Pty
Ltd
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8. How
many
of
you…
§ Asks
customers
what
their
preferred
method
of
contact
is?
§ Know
which
ways
they
don’t
want
to
be
contacted?
§ Knows
when
the
best
0me
to
send
their
customers
emails?
§ Send
birthday
cards
out
to
loyal
customers?
§ Reminds
customers
if
they
miss
important
messages
or
dates?
14/11/12
©
Datalicious
Pty
Ltd
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9. Have
a
profile
page
on
Facebook?
14/11/12
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Datalicious
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Ltd
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10. Deliver
updates
to
your
customers
via
TwiMer?
14/11/12
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Datalicious
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Ltd
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11. Use
YouTube
to
talk
to
customers
14/11/12
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Datalicious
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12. Have
clients
on
MSN
or
Skype
Your
Company
Name
here
14/11/12
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Datalicious
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13. These
are
all
zero
cost
communica&ons
14/11/12
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Datalicious
Pty
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14. The
new
landscape
These
new
communica0on
channels
give
you
more
flexibility
and
beZer
knowledge
of
your
customer,
that
can
feed
straight
back
into
your
CRM
14/11/12
©
Datalicious
Pty
Ltd
14

15. The
new
landscape
These
new
communica0on
channels
give
you
more
flexibility
and
beZer
knowledge
of
your
customer,
that
can
feed
straight
back
into
your
CRM
14/11/12
©
Datalicious
Pty
Ltd
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16. But,
there’s
a
catch
§ Your
customers
are
now
le[ng
you
into
their
personal
space
–
you
can’t
shout
the
same
messages
you
do
in
the
outside
world
§ You
need
to:
– Understand
them
beZer
– Help
them
but
not
annoy
them
– Be
relevant
and
human
14/11/12
©
Datalicious
Pty
Ltd
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17. One
Size
doesn’t
fit
all
Channel
Relevance
+ Message
Relevance
We
have
a
much
more
fragmented
range
of
choices
when
communica0ng
with
customers,
and
their
expecta0ons
are
far
greater
than
ever
before
about
you
ge[ng
it
right.
14/11/12
©
Datalicious
Pty
Ltd
17

18. Why
integrate
communica&on?
§ Every
contact
with
your
customer
is
a
opportunity
not
a
cost
centre
§ More
feedback
loops
to
learn
about
your
customers
with
digital
and
social
media
– Oeen
the
biggest
annoyances
are
simple
to
fix
§ Turn
reten0on
into
advocacy
by
exceeding
expecta0on
§ More
successful
acquisi0on
as
you
gain
trust,
and
con0nue
to
deliver
excep0onal
communica0ons
§ Oh,
and
these
new
channels
are
low
to
zero
cost.
14/11/12
©
Datalicious
Pty
Ltd
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19. You
need
a
single
voice
§ To
do
this,
you
need
a
system
that
understands
all
of
the
channels
of
communica0on.
§ A
plaiorm
that
understands
where
the
customer
is
up
to
and
what’s
next.
§ A
plaiorm
that
manages
the
smarts
and
0es
all
of
the
touchpoints
together
so
regardless
of
environment,
you
always
look,
sound
and
act
the
same
to
your
customers.
14/11/12
©
Datalicious
Pty
Ltd
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20. Main
benefits
§ Cost
efficiencies
– Channel
selec0on
– Resources
§ Communica0on
consistency
– Internally
– Partners
§ Customer
experience
– Acquisi0on
– Reten0on
14/11/12
©
Datalicious
Pty
Ltd
20

21. Contact
Dave
M
+61
423
918
386
dsanderson@datalicious.com
Follow
us
twiZer.com/datalicious
blog.datalicious.com
22/10/2009
©
Datalicious
Pty
Ltd
21

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[
About
Datalicious
]
22/10/2009
©
Datalicious
Pty
Ltd
22

23. Our
vision
“Ac&vely
helping
companies
to
op&mise
their
digital
programs
by
providing
ac&onable
insights
based
on
solid
data
analysis.”
22/10/2009
©
Datalicious
Pty
Ltd
23

24. [
Con&nuous
op&miza&on
]
Data
Test
Ac&on
Insights
Refine
Learn
22/10/2009
©
Datalicious
Pty
Ltd
24

25. [
Full
service
without
silos
]
Con&nuous
op&miza&on
Research
SEM
SEO
Tes0ng
Targe0ng
Analy&cs
framework
22/10/2009
©
Datalicious
Pty
Ltd
25

26. [
Company
profile
]
Datalicious
was
founded
in
2006
with
the
aim
of
crea0ng
a
new
breed
of
marke0ng
consultancy.
An
agency
that
makes
data
accessible
to
non-­‐
analysts
and
provides
ac0onable
insights
to
marketers.
The
company
has
now
grown
to
a
team
of
8
and
offers
a
wide
range
of
data
services
ranging
from
plaiorm
design,
implementa0on
and
integra0on
over
data
mining,
analysis
and
repor0ng
to
media
planning,
website
op0misa0on
and
strategic
consul0ng.
Datalicious
also
sits
on
the
Omniture
Customer
Advisory
Board
as
the
only
agency
representa0ve
and
is
a
very
ac0ve
member
in
the
Australian
Direct
Marke0ng
Associa0on
(ADMA)
where
we
sit
on
the
Execu&ve
CommiMee
of
the
Data
&
Analy&cs
Council
advising
the
industry
on
data
best
prac0ces
and
policies.
22/10/2009
©
Datalicious
Pty
Ltd
26

27. [
Challenging
clients
]
22/10/2009
©
Datalicious
Pty
Ltd
27

28. [
Wide
range
of
services
]
Data
Insights
Ac&on
End
To
End
Data
Pla]orms
Keyword
Research
Search
Lead
Media
Web
Analy&cs
Solu&ons
Campaign
Repor&ng
Campaign
Op&misa&on
Marke&ng
System
Integra&on
Social
Media
Monitoring
Internal
Search
Op&misa&on
Media
AMribu&on
Models
Quan&ta&ve
Research
Targe&ng/Merchandizing
Omniture
Specialists
Market/Consumer
Trends
A/B,
Mul&variate
Tes&ng
Google
Analy&cs
Specialists
Compe&tor
Analysis
Staff
Training/Workshops
22/10/2009
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Datalicious
Pty
Ltd
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29. 14/11/12
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Datalicious
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Ltd
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