Retail Media Insights - Digital Retail Media Measurement & Metricsretailmediainsights
In this session, John Morgan covers the fundamentals of how advertising affects consumers' thoughts, intentions and behaviors, how each stage in the advertising process can be measured, and how media and campaign metrics can be applied to digital retail media.
Highlights include:
• Digital Retail Media Defined
• Value Propositions for Consumers, Retailers and Advertisers
• Digital Retail Media Measurement
• Measuring Advertising Campaign Effectiveness
About the Presenter:
John Morgan is the founder of Retail Media Insights and is a leading expert in media network marketing strategy and consumer insights. For more than 20 years, he has provided research expertise to clients in the advertising, media, retail and technology industries. Network operators, retailers and advertisers wanting to increase consumer engagement, ad revenue and ROI seek RMI's in-depth knowledge of placed based media. In addition, validation of revenue models is provided for the investment community through market research and campaign analytics.
Digital Analytics : 'Less Ink, More Think'Ahmad Abdullah
This presentation was delivered to a group of professional (doing a certification in analytics). This presentation aims to imbibe a culture of thinking like a digital analyst.
Combining offline and online data to drive performance - ArabNet Riyadh 2015ArabNet ME
Speaker: Subra Krishnan, SVP Products and Marketing, Vizury, @subrakrishnan
Talk by Vizury; Combining offline and online data to drive performance
كلمة: تتبع المستخدمين والتحويلات في عالم غير متصل، فيزوري
المتحدث: صوبرا كريشنان، نائب رئيس المنتجات والتسويق، فيزوري @subrakrishnan
How are marketers combining their offline data with online data? How are they using it to drive performance and a stronger customer experience? What results are they seeing?
Digital Transformation also known as the 4th Industrial Revolution is effecting how business is done across all industries and globally. Find out more about current and future changes.
Psfk webinar notes future of retail 2021Joan Braatz
Retail Merchandising Notes from attending psfk sponsored "The Future of Retail 2021" exploring the impacts from COVID-19 in retail.
Mech/ Merchandise /Revenue/Gross Profit/Margin/Dollars/Data/Ecommerce/Omnichannel/Retail
The pace of commerce is ever accelerating. How can companies anticipate trends, stay ahead of the competition, and exceed customer expectations? Watch the demo at http://ibm.co/1VLM75j
Retail Media Insights - Digital Retail Media Measurement & Metricsretailmediainsights
In this session, John Morgan covers the fundamentals of how advertising affects consumers' thoughts, intentions and behaviors, how each stage in the advertising process can be measured, and how media and campaign metrics can be applied to digital retail media.
Highlights include:
• Digital Retail Media Defined
• Value Propositions for Consumers, Retailers and Advertisers
• Digital Retail Media Measurement
• Measuring Advertising Campaign Effectiveness
About the Presenter:
John Morgan is the founder of Retail Media Insights and is a leading expert in media network marketing strategy and consumer insights. For more than 20 years, he has provided research expertise to clients in the advertising, media, retail and technology industries. Network operators, retailers and advertisers wanting to increase consumer engagement, ad revenue and ROI seek RMI's in-depth knowledge of placed based media. In addition, validation of revenue models is provided for the investment community through market research and campaign analytics.
Digital Analytics : 'Less Ink, More Think'Ahmad Abdullah
This presentation was delivered to a group of professional (doing a certification in analytics). This presentation aims to imbibe a culture of thinking like a digital analyst.
Combining offline and online data to drive performance - ArabNet Riyadh 2015ArabNet ME
Speaker: Subra Krishnan, SVP Products and Marketing, Vizury, @subrakrishnan
Talk by Vizury; Combining offline and online data to drive performance
كلمة: تتبع المستخدمين والتحويلات في عالم غير متصل، فيزوري
المتحدث: صوبرا كريشنان، نائب رئيس المنتجات والتسويق، فيزوري @subrakrishnan
How are marketers combining their offline data with online data? How are they using it to drive performance and a stronger customer experience? What results are they seeing?
Digital Transformation also known as the 4th Industrial Revolution is effecting how business is done across all industries and globally. Find out more about current and future changes.
Psfk webinar notes future of retail 2021Joan Braatz
Retail Merchandising Notes from attending psfk sponsored "The Future of Retail 2021" exploring the impacts from COVID-19 in retail.
Mech/ Merchandise /Revenue/Gross Profit/Margin/Dollars/Data/Ecommerce/Omnichannel/Retail
The pace of commerce is ever accelerating. How can companies anticipate trends, stay ahead of the competition, and exceed customer expectations? Watch the demo at http://ibm.co/1VLM75j
From Digital Analytics to Insights: Data-Driven Decision Making & Changes in Consumer Trends to Effectively Develop Below-the-Line Campaigns / Guest speaking on Nov 25, 2015 at Asia Business Connect's Conference on
"Effective Below-the-Line Marketing Strategies"
Outlines key shopper retail research findings from an exclusive consumer study fielded in May 2016 involving shoppers from the US, UK and Germany. This outlines five ways todays retailers can address customer expectations and examples of who is doing it well, including Target, Home Depot, Pirch, Samsung, Starbucks and Nordstrom.
Jonathan Yaffe (Speaker) CEO and Co-Founder, AnyRoad
Today, brands large and small understand the impact of experiential marketing—the US Bureau of Labor Statistics predicts that the event industry will grow by 44% from 2010 to 2020, and 30% of CMOs plan to spend 30-50% of their budgets on experiential marketing in the next three years. But, until brands start collecting offline data on their customers, just as they capture online data, valuable insights are walking out the door. Jonathan, who discovered firsthand the impact of experiences while producing events for Red Bull, will discuss the power of data in understanding human behavior and fostering brand loyalty, and how ERM is changing the future of marketing and upending way brands build long-term relationships with customers.
Rio SEO Webinar: Transforming Mobile Searches Into Sales: The Hype Around Bea...Rio SEO
In this webinar, Warren Raisch and Greg Sterling will share the latest insights and tactics enterprise brands are using to convert online searches to offline sales, and how brands are using beacon and other location-based technology to tap into mobile searches. For more information please visit: http://rioseo.co/1MKn7Gq.
2021 Business and Digital Marketing TrendsMilestone Inc
In this webinar, Milestone experts Erik Newton and Benu Aggarwal discussed key 2021 digital trends. The audience can use these trends to shape their comprehensive marketing for when business returns to normal.
The digital-evolution-in-marketing-apurva chamariaApurva Chamaria
2 Digital Media Achievements at HCL
7 Digital Trends
12 Common Digital Media Ailments
What makes a successful digital strategy
Lets look at some successful examples
Expert Panel: Decoding the Impact of the iOS 14 UpdateTinuiti
Hear from experts across the industry, including mobile campaign developers, and the top leaders in full-funnel marketing, attribution, and mobile app and digital measurement.
Win Customers’ Hearts & Minds with a Personalized Email StrategyTinuiti
Hear our experts talk about how your zero- and first-party data are key to an enhanced customer experience. Join us to learn how to use AI and predictive analytics. Plus, we’ll reveal how our experts use this data to take email strategy to the next level.
Moving Beyond Mobile: Delivering a Seamless Digital Experience from Online to...Mozu
Learn how to deliver a seamless digital experience with this presentation from Jason Wallis, CTO of Mozu, featuring Adam Silverman, Principal Analyst at Forrester Research.
Watch the webinar replay here: http://info.mozu.com/ecommerce-responsive-design-considerations-webinar.html
Digital marketingtoolsmagazinejan2010pgs1 25JennifBrown
Welcome to Digital Marketing Tools!
Thank you to everyone who clicked the link below and
took my quick survey. You said you wanted more SEO
and Content Marketing Tips.
My goal is to bring you the latest digital marketing tools,
practical step-by-step guides and ‘how-to’ blueprints from
the best SEO, Social and Content Marketing masters on
the planet!
Patrick Dolan (Speaker) President & COO, IAB
In February the IAB released its second annual “IAB 250 Direct Brands to Watch” report identifying the top direct-to-consumer brands that are disrupting their industries and driving positive change in the U.S. consumer economy. This session will provide a deep dive into the report’s findings including emerging trends in marketing, advertising and data usage as well as ways traditional brands can leverage new techniques to drive growth.
2021 is in full swing, so we wanted to check in with marketers to see how a new year has changed their programs and their outlook. Here’s what we learned.
2021 business and digital marketing trendsMilestone Inc
Your roadmap to maximize opportunities with 2021 digital trends
In this webinar, Milestone experts Anil Aggarwal and Erik Newton will discuss key 2021 digital trends. The audience can use these trends to shape their comprehensive marketing for when business returns to normal.
Key topics they will address:
• Top macroeconomic trends for 2021
• Digital transformation and how to leverage all the opportunities aligned with it
• Key steps to adapt to deliver better digital experiences
• Mobile, local, and page load speed
• Content security, compliance, and trust
• Technologies that will be key in 2021 – Entity, Schema, Speed, and Core Vitals
Presented by Donna Arriaga, Director of Nonprofit Digital Strategy at PM Digital
Focus area: Personalization
Level: Intermediate to Advanced
If you're like us, personalization may be a topic you keep hearing about but isn't a core component of your digital marketing toolbox. For Donna Arriaga, hyper-personalization is one of her main tools - and in this session, you'll learn how to (among many other things):
leverage CRM and marketing automation to serve up targeted CTAs in email and on websites
drive post-conversion engagement via personalized thank you page/autoresponder content
trigger relevant workflows/drip campaigns based on page visits and lifecycle stage
When: WED, FEB 24 AT 6:00 PM
Event: MnSearch and MWMC Present: A Search Marketing Workshop
Customer Experience - How brands can work with CX in an ever-evolving digital...Sara Eggert
Customer Experience - How brands can work with CX in an ever-evolving digital landscape
Presented in November 2015 at DigitasLBi's Breakfast Club in Stockholm by Senior User Experience Architect Sara Eggert and Content Strategist Isabella Salomonsson.
From Digital Analytics to Insights: Data-Driven Decision Making & Changes in Consumer Trends to Effectively Develop Below-the-Line Campaigns / Guest speaking on Nov 25, 2015 at Asia Business Connect's Conference on
"Effective Below-the-Line Marketing Strategies"
Outlines key shopper retail research findings from an exclusive consumer study fielded in May 2016 involving shoppers from the US, UK and Germany. This outlines five ways todays retailers can address customer expectations and examples of who is doing it well, including Target, Home Depot, Pirch, Samsung, Starbucks and Nordstrom.
Jonathan Yaffe (Speaker) CEO and Co-Founder, AnyRoad
Today, brands large and small understand the impact of experiential marketing—the US Bureau of Labor Statistics predicts that the event industry will grow by 44% from 2010 to 2020, and 30% of CMOs plan to spend 30-50% of their budgets on experiential marketing in the next three years. But, until brands start collecting offline data on their customers, just as they capture online data, valuable insights are walking out the door. Jonathan, who discovered firsthand the impact of experiences while producing events for Red Bull, will discuss the power of data in understanding human behavior and fostering brand loyalty, and how ERM is changing the future of marketing and upending way brands build long-term relationships with customers.
Rio SEO Webinar: Transforming Mobile Searches Into Sales: The Hype Around Bea...Rio SEO
In this webinar, Warren Raisch and Greg Sterling will share the latest insights and tactics enterprise brands are using to convert online searches to offline sales, and how brands are using beacon and other location-based technology to tap into mobile searches. For more information please visit: http://rioseo.co/1MKn7Gq.
2021 Business and Digital Marketing TrendsMilestone Inc
In this webinar, Milestone experts Erik Newton and Benu Aggarwal discussed key 2021 digital trends. The audience can use these trends to shape their comprehensive marketing for when business returns to normal.
The digital-evolution-in-marketing-apurva chamariaApurva Chamaria
2 Digital Media Achievements at HCL
7 Digital Trends
12 Common Digital Media Ailments
What makes a successful digital strategy
Lets look at some successful examples
Expert Panel: Decoding the Impact of the iOS 14 UpdateTinuiti
Hear from experts across the industry, including mobile campaign developers, and the top leaders in full-funnel marketing, attribution, and mobile app and digital measurement.
Win Customers’ Hearts & Minds with a Personalized Email StrategyTinuiti
Hear our experts talk about how your zero- and first-party data are key to an enhanced customer experience. Join us to learn how to use AI and predictive analytics. Plus, we’ll reveal how our experts use this data to take email strategy to the next level.
Moving Beyond Mobile: Delivering a Seamless Digital Experience from Online to...Mozu
Learn how to deliver a seamless digital experience with this presentation from Jason Wallis, CTO of Mozu, featuring Adam Silverman, Principal Analyst at Forrester Research.
Watch the webinar replay here: http://info.mozu.com/ecommerce-responsive-design-considerations-webinar.html
Digital marketingtoolsmagazinejan2010pgs1 25JennifBrown
Welcome to Digital Marketing Tools!
Thank you to everyone who clicked the link below and
took my quick survey. You said you wanted more SEO
and Content Marketing Tips.
My goal is to bring you the latest digital marketing tools,
practical step-by-step guides and ‘how-to’ blueprints from
the best SEO, Social and Content Marketing masters on
the planet!
Patrick Dolan (Speaker) President & COO, IAB
In February the IAB released its second annual “IAB 250 Direct Brands to Watch” report identifying the top direct-to-consumer brands that are disrupting their industries and driving positive change in the U.S. consumer economy. This session will provide a deep dive into the report’s findings including emerging trends in marketing, advertising and data usage as well as ways traditional brands can leverage new techniques to drive growth.
2021 is in full swing, so we wanted to check in with marketers to see how a new year has changed their programs and their outlook. Here’s what we learned.
2021 business and digital marketing trendsMilestone Inc
Your roadmap to maximize opportunities with 2021 digital trends
In this webinar, Milestone experts Anil Aggarwal and Erik Newton will discuss key 2021 digital trends. The audience can use these trends to shape their comprehensive marketing for when business returns to normal.
Key topics they will address:
• Top macroeconomic trends for 2021
• Digital transformation and how to leverage all the opportunities aligned with it
• Key steps to adapt to deliver better digital experiences
• Mobile, local, and page load speed
• Content security, compliance, and trust
• Technologies that will be key in 2021 – Entity, Schema, Speed, and Core Vitals
Presented by Donna Arriaga, Director of Nonprofit Digital Strategy at PM Digital
Focus area: Personalization
Level: Intermediate to Advanced
If you're like us, personalization may be a topic you keep hearing about but isn't a core component of your digital marketing toolbox. For Donna Arriaga, hyper-personalization is one of her main tools - and in this session, you'll learn how to (among many other things):
leverage CRM and marketing automation to serve up targeted CTAs in email and on websites
drive post-conversion engagement via personalized thank you page/autoresponder content
trigger relevant workflows/drip campaigns based on page visits and lifecycle stage
When: WED, FEB 24 AT 6:00 PM
Event: MnSearch and MWMC Present: A Search Marketing Workshop
Customer Experience - How brands can work with CX in an ever-evolving digital...Sara Eggert
Customer Experience - How brands can work with CX in an ever-evolving digital landscape
Presented in November 2015 at DigitasLBi's Breakfast Club in Stockholm by Senior User Experience Architect Sara Eggert and Content Strategist Isabella Salomonsson.
The customer journey of the past was linearly design by brands. The customer journey of the future is designed by customers and looks more like a slinky spiral.
Find out how to connect with the customer of tomorrow by curating better journeys. Learn more about how to ensure clients choose you on their journey.
The effect of precommitment on student achievement within a project-based lea...Qiang Hao
Full-paper presentation at SITE 2016, Savannah, GA. The paper is published as an original research article in TechTrends: http://link.springer.com/article/10.1007/s11528-016-0093-9
Lieselotte Van Tieghem, Sales- & Marketing Manager bij Wijs, gaf deze presentatie voor het eerst op het Oracle event op 14/05/2014. Ze heeft het o.a. over data en daar slimmer mee omgaan, uw klanten beter te leren kennen in hun context, 1 op 1 communicatie, closing the loop & the sweet spot.
How to Think Straight- Cognitive Debiasing Pat CroskerrySMACC Conference
"How to think straight: Cognitive de-biasing by Pat Croskerry
The number of preventable deaths of hospitalized patients in the US each year is estimated at 40,000- 80,000. The figure for the ICU alone is estimated at 40,000 so the death rate must be in the higher end of the range. When settings outside the hospital are taken into account (ED, primary care), the overall number must be considerably higher.
While many factors contribute to diagnostic failure, a variety of sources suggest that physician’s thinking has a lot to do with it. Dual Process Theory describes how the brain makes decisions in one of two modes: through fast, unconscious, intuitive processes (System 1) or through slower, conscious, analytical processes (System 2). Mental short-cuts (heuristics) and biases are predominantly located in the intuitive mode where we spend most of our conscious time, and this is where the majority of decision failures occur. Thinking straight essentially means achieving a good balance between System 1 and System 2 decision making, and much of our cognitive effort needs to go into monitoring what our unconscious brains are doing in System 1. This is referred to by a variety of terms: metacognition, reflection, mindfulness, and others. They all involve cognitive de-coupling from System 1 and characterize the process of cognitive de-biasing. This is not easily accomplished in the ED or any environment where decision density is often high, throughput pressure exists, resources may be limited, and where decision makers may be fatigued and/or sleep deprived.
While medicine has acquired a variety of strategies over the years for de-biasing clinicians, added benefits can be obtained by developing specific mindware to tackle particular biases. Clinicians need to be aware of the operating characteristics of the dual process model of decision making, of the prevalence and nature of biases, and of how to apply and sustain de-biasing mindware in their decision making.
"
introduction
Sociology and psychology in public health
Theories of sociology and psychology
Sociological and psychology methods, investigations and interventions.
Developing interventions to change health-related behaviour and;
Conclusion
We've analyzed tons of disruptive players when we were writing our book on Digital Transformation. We discovered 7 similarities and call them "The 7 Metaphors of Digital Disruption". We saw that all the disruptors score high on these drivers of transformation while traditional players have trouble with these metaphors. The new players are attacking you on every level.
How can you defend your business from these new players in your market? You should learn how they operate and try to implement (elements of) the business models of disruptive companies.
We've made a presentation that guides you through ten business models of hyper disruptors that we found inspiring. We hope you do too. Please let us know your thoughts about it!
Digital marketing is marketing that makes use of electronic devices such as computers, tablets, smartphones, cellphones, digital billboards, and game consoles to engage with consumers and other business partners. Internet Marketing is a major component of digital marketing.
Changing the world through digital experiences, AdobeAvaus
Presentation at Avaus Executive Lounge 26.3.2015 by Adobe
Digital Trends for 2015 – insights and reflection
Franck Attia, Nordic Managing Director, Adobe Marketing Cloud
• What are the results for 2015, what are the new insights?
• Lesson learned from the report and how can we utilise the result
• How can technology help you stay ahead – and exceed your customers expectations
10 Digital Marketing Trends covering different tools to help digital marketers in 2015. Presented by Dave Chaffey at the Smart Insights Digital Impact conference.
Watch the full webinar recording here: http://goo.gl/eDCSQd
Tomorrow’s digital marketing requires the next generation of automation and technology.
Join Melissa Webster, VP of Content and Digital Marketing Technologies at IDC, to learn about:
• Findings of new research to help you take charge of digital initiatives
• Tips to avoid locking yourself into technologies designed for a simpler times
• Insights on new web content management functionality required to support the shift towards connected, customer-centric digital experiences
This deck highlights some of the latest research coming from the Local Search Association and provides a preview of the LSA|15 Conference in LA, April 19-22.
"Ready or Not, Here Comes 2015: Marketing Trends to Master" TrendLab WebinarBluespire Marketing
During this BlueSpire TrendLab Webinar, our senior living, healthcare and financial services experts dive into the most relevant marketing trends and analyze what to look for in 2015.
Main themes of the webinar included:
•What global trends will have the most impact next year and how those trends will affect brand building and the overall customer experience.
•Changes in marketing staffing and spending, what should be on your radar regarding big data and analytics, and the importance of Web personalization.
• Effectiveness of branded videos, the accelerating trend of sharable and snackable content, and mapping content appropriately to your consumer’s journey.
Paulsen presentation to Alberta CAMA, Ag Media in 2015. The presentation shares highlights from the American Business Media, Agri Media Council 2014 Media Channel study. As the intake of information by producers in North America grows steadily, the ag media mix must evolve to reach them. Producers aren't giving up any of their traditional medias like magazines or radio, but they are adding the consumption of digital information, especially on mobile devices, into their daily routine. If agri-marketing professionals understand that mix, there is a great opportunity to reach these farmers. Importantly, all mediums, including traditional and digital, have their place in the sales cycle.
The presentation also covers new digital ad formats that the Internet Advertising Bureau (IAB) organization is standardizing for desktop, video and mobile. Standardization of formats allows agencies to focus on aligning creative strategy and spend less time on technical execution.
Finally, the topic of click fraud is covered – a concern in the industry that has exploded over the last month. When a large consumer brand like Kraft is rejecting 75 percent to 85 percent of banner impressions for reasons of click fraud and viewability, all marketers should pay attention. Digital advances like programmatic buying are coming to ag media, and all players need to be vigilant to fight click fraud in all forms.
The Power of Digital in Brand Building in South AfricaKantar
Do you know digital channels build long term brand loyalty? In this presentation, we share learnings around which digital channels deliver the best ROI and key insights to create breakthrough marketing in a connected world.
“Digital is the New Traditional Financial” TrendLab Webinar, 2015Bluespire Marketing
During this Bluespire TrendLab webinar, our experts dive into consumer preferences when it comes to digital marketing and discuss overarching technology trends/examples.
Main themes of the webinar included:
• Review of insights from exclusive property research, focusing on how consumers are engaging with financial institutions on websites, mobile applications and more.
• Highlights of industry research focusing on the transformation of mobile and consumer attitudes when it comes to other multi-purpose channels.
• Discussion of overarching technology trends and examples (i.e., iBeacons, Parallax websites, wearables)
• The latest into what’s driving digital content
Now Next Beyond v2: Making Sense of ChangeArena UK
Now, Next, Beyond is our take on how to make sense of changes in the media landscape, including new technologies, trends in consumer behaviour or demography, and our understanding of how marketing works.
We take a short, medium and long-term view to quantify how and when key developments in the industry are going to impact what customers - and therefore brands - do.
Multi Channel Attribution - Driving Marketing Spend Planning In The Big Data AgeAbsolutdata Analytics
This presentation was given by Eli Kling, Director - Analytics, AbsolutData at The Business Analytics Conference, AmsterDam, October 2013.
AbsolutData is a global leader in applying analytics to drive sales and increase profits for its customers. AbsolutData has built strong expertise and traction with Fortune 1000 companies across 40 countries. We specialize in big data, high end business analytics, predictive modeling, research, reporting, social media analytics and data management services. AbsolutData delivers world class analytics solutions by combining their expertise in industry domains, analytical techniques and sophisticated tools
Watch the full webinar recording here: http://goo.gl/dxuDTG
Today, Marketing is more responsible for revenue growth than ever before. With 60 percent of all buying decisions happening before potential clients even contact vendors, marketing must be more effective in leading conversations. The challenge is that those conversations happen over multiple channels, including web, mobile, events and others.
Guest speaker Ted Schadler, Vice President and Principal Analyst of Forrester Research along with Martin Kirov, Vice President of Product Management and Product Marketing of Telerik Sitefinity CMS and Tim Ahlenius, Director of Experience Marketing from AmericanEagle.com, will discuss how the world of Web Content Management is transforming to drive better customer digital experiences.
Innovations that Convert Cord Cutters Into Smart SubscribersCleverTap
- Media and OTT innovations and industry trends to watch out for in 2019
- Effectively engaging OTT app users to maximize key monthly metrics
- Success Story: How SonyLIV scaled personalization to increase conversions
- CRM innovations expected in 2019
Adobe Digital Insights reveals its latest report, based on over 183 billion visits to U.S. Online video data based on 12 billion
plays of TVE & 9 billion ad impressions, E-mail analysis based on 150 billion e-mails sent via Adobe Campaign in 2017. With insights ranging from personalization, to relevant ad channels, and how one size does not fit all for video completions.
How is channel marketing evolving now that the value of consumer data is more...Grace Russell
The explosion of consumer data brings a lot of opportunity to the table, however with increased understanding of it's value, consumers want a lot more for it: individualised conversations, predictive personalisation, hyper convenience - and they want this across their preferred channels, on days and at times that suit them. They want a ‘customer-first’ value exchange, and if that’s not received they will find it somewhere else.
Similar to True Retail Innovators & Disruptors: Who Is Ahead Of The Times #RIC5 (20)
The First Annual Killer Content Awards recognize organizations that have raised the
bar in content marketing tactics. Winners were formally honored at an awards ceremony
April 24, 2012 in New York City at The Times Center, during DemandGen Report’s B2B Content2Conversion Conference, an industry-first educational and networking event focused on helping B2B marketers develop, map, measure and optimize content marketing strategies.
Experiential Retail: New Data Reveals the Opportunities (and Challenges) of T...G3 Communications
Access the full event here: https://event.on24.com/wcc/r/1943213/38846AF00F46D5307C0D6A919EC74D9C
"Retailers across categories are rethinking their brick-and-mortar strategies, shifting from pushing sales to building communities. In fact, new data from Retail TouchPoints and TimeTrade reveals that more brands are experimenting with pop-ups, product launch events, influencer events and classes to drive in-store traffic, build local engagement and even drive bottom-line results. During this webinar, RTP and TimeTrade will provide an exclusive first look at the results, delving into:
• Trends in experiential retail, including top tactics, promotion and amplification trends, and more;
• Common challenges in experiential strategy and execution; and
• Missed opportunities and areas where retailers can improve."
Building Customer Success With Enhanced Employee EngagementG3 Communications
Access the full event here: https://event.on24.com/wcc/r/1956171/6FBD87FB123A769E1C9499F4CDC6E922
"Successful retailers recognize that their front-line employees are much more than just shelf-stockers and cashiers: they are absolutely critical to creating the kind of unique, memorable customer experiences that differentiate a retail brand. Unless their employees feel that they are an engaged, vital part of the shopping experience, retailers are finding that it’s nearly impossible for them to execute on customer experience (CX) initiatives.
By tapping into the Voice of the Employee (VoE) — which involves collecting, managing and acting on employee feedback — and by linking it to Voice of the Customer (VoC) programs, retailers can get the data they need to enhance employee engagement. And with Millennials and Gen Z employees entering the workforce, their desire for finding connection and purpose at their jobs increases the necessity and value of such programs.
This Retail TouchPoints Connected Consumer Series webinar, sponsored by Medallia, will use real-world retailer examples to explore how VoE and VoC can be successfully linked, and how retailers can use the data and insights generated by these communication initiatives to build employee engagement, enhance the customer experience and boost the bottom line. Additionally, attendees will learn what’s needed to establish a VoE program; what to look for in a partner; and how best to use the information that the program generates to achieve desired business results."
Learn How Top Retailers are Winning the Last Mile With Delivery Experience Ma...G3 Communications
Access the full event here: https://event.on24.com/wcc/r/1959223/858371423C975CB61D19288C605A108C
"The last mile has become a customer experience battleground for retailers, but it’s one that brands can win. While Amazon has raised consumer expectations around delivery speed, what shoppers really want are delivery options tailored to their needs — including self-service options; visibility into where and how their delivery will arrive; and no-hassle resolution when issues do occur. Retailers that focus on last-mile improvements reap benefits such as higher NPS scores, increased AOV and greater customer loyalty.
In this Connected Consumer Series webinar from Retail TouchPoints, sponsored by Convey, attendees will learn how Delivery Experience Management (DEM) provides the single source of last-mile data and tools needed so that retailers can actively manage deliveries efficiently, at scale. Nearly 12% of all shipments encounter some kind of issue, from delays to damaged packages — retailers can either head off problems before they occur, or quickly resolve them to the customer’s satisfaction. With DEM, retailers can ensure customers get their orders how and when they expect, taking intelligent action to correct issues along the way and uphold brand promises.
DEM best practices from retailers including Grove Collaborative, Uncommon Goods and Neiman Marcus will illustrate how retailers can proactively turn around negative shipping experiences, and often avoid them altogether. Expert commentary from a leading industry analyst will identify key last mile challenges and reveal what retailers can do to address them, resulting in efficient transportation, top line growth, and happier customers."
Leveraging Omnichannel Trends for E-Commerce Marketplace SuccessG3 Communications
Access the full event here: https://event.on24.com/wcc/r/1963090/8D083B7B55462D75E842E96A689457C3
"From Amazon opening physical stores to Facebook opening a marketplace, the retail world is changing. Fast. And consumer behavior is the driving force behind much of that change. Brands and retailers have shifted toward “omnichannel” strategies across the retail landscape to target the increasing number of consumer touchpoints as well as the convergence of channels, business models and customer experiences. But e-commerce marketplaces are still a vital part of this changing landscape.
In this webinar, we’ll talk about recent consumer trends and specifically how brands and retailers can leverage e-commerce marketplaces to capitalize on them.
You’ll learn:
• An overview of omnichannel 2.0: Stores, delivery, mobile and voice
• Why marketplaces fit in well with current omnichannel trends
• Which domestic and international marketplaces you should consider
• How to win on marketplaces through more visibility
• And more"
The Store is Media: Reengineering Frontline Teams for the New Age of RetailG3 Communications
Access the full event here: https://event.on24.com/wcc/r/1963727/632C5E2064B82920B10916ACEA80499E
"The physical store is by far the most powerful media channel your brand has - a living, breathing, experiential story about your brand, your values and the things you sell. The new role of stores is not simply to distribute products, but to distribute remarkable and memorable experiences. The question is, who are the people entrusted with bringing your brand story to life? What cultural onboarding, training, skills and tools do your frontline staff need in order to be your stand-out storytellers - the trusted voice and face of your brand.
Join us on April 2 to learn how pioneering brands are reengineering their frontline teams for the new age of retail where the customer is king and experience is everything."
Access the full event here: https://event.on24.com/wcc/r/1828218/4A38B85D06648AB3305659E6CBC56924
This session will provide a blueprint of how top brands are integrating ecommerce, POS and order management to provide seamless a shopping experience across channels. By providing scenarios of real-life shopping journeys, the session would highlight how retail brands are using cloud systems to innovate and keep up with fast-moving market dynamics.
Customer Journey Mapping 2.0: Best Practices for Creating Differentiated Expe...G3 Communications
Access the full event here: https://event.on24.com/wcc/r/1830314/96CA67060DE107FBB5BB20AE05F86E56
"Let’s face it, customers don’t care about ""omnichannel"" - they just want a seamless and unified experience relevant to their needs. To meet customer expectations, retailers must consider the entire customer journey in their acquisition and retention strategies to optimize life time value. In this session, we will explore how to use customer journey mapping to design differentiated experiences across all customer-facing channels and share best practices for achieving a truly unified and seamless retail approach.
During this webinar we will discuss:
• The importance of customer journey mapping in today's retail world
• When and how to use customer journey mapping
• Architecting your customer journey map - the structure, data and process "
Location Intelligence - A Critical Tool in Retail Performance ManagementG3 Communications
Access the full event here: https://event.on24.com/wcc/r/1816077/DFF9ECD078983862B13E8F3DA3C7144A
Retailers have more data at their disposal than ever before. Every day new sources and types of data become available. It is critical that retailers are able to consume and analyze this data in order to understand the discrete success factors that drive store success. Location Intelligence combined with leading edge data science is how best in class retailers are finding insights they need to drive growth in today’s Unified Commerce environment. Join Gary Sankary from Esri and Joe Whitley from Environics Analytics to learn how advances in GIS technology and DataScience are enabling retailers to create interactive management decision support tools that that drive top line growth and bottom line performance.
Holiday Predictions: What to Expect Based on Data From 500 Million ShoppersG3 Communications
Access the full event here: https://event.on24.com/wcc/r/1817452/02D1B9BC132DB9B7D2D14665CC4B815D
The first in a succession of monthly holiday-focused webcasts, this session will help retailers prepare for the holiday shopping season ahead. Stay tuned for related online events in Q4 2018 and the anticipated Holiday Wrap Up in Q1 2019!
It’s the happiest time of the year, but it’s the busiest too, particularly for retailers. Every year, Salesforce analyzes data from 500 million shoppers to develop insights related to shopping behaviors during the holiday season. Last year, shoppers favored mobile to search for and purchase holiday gifts. AI-powered product recommendations demonstrated their value, driving a lift in overall transaction size for digital commerce. And every holiday season brings an element of surprise, such as the growing adoption of mobile combined with physical stores opting out of store hours on Thanksgiving Day or Black Friday.
Tune in to hear about what’s in store for retailers this holiday season and what retailers must do to capture the hearts, minds and wallets of today’s sophisticated shoppers. Listen to Salesforce’s Rick Kenney, Sr. Director, Industry Strategy and Insights and Caila Schwartz, Business Intelligence Senior Analyst, discuss shopper research trends and how to create impactful shopping experiences to set your business up for holiday success.
How to Leverage Funnel Metrics and Attribution Data for Your 2019 PlanningG3 Communications
Access the full event here: https://event.on24.com/wcc/r/1857248/435508AB175DDF720B1F0B902B23DB52
Believe it or not, it’s that time of year again.
Annual planning is a huge undertaking - laying out strategy and tactics to achieve your goals in the new year. But where should you start?
Start with the Full Circle Method: Planning, Achieving, Optimizing, and Evaluating. At the intersection of strategy, planning, and measurement, these four steps will help you study your breakthroughs and busts in 2018 and use those insights to plan for an amazing 2019. Come learn how successful companies have leveraged this data-driven framework to optimize their strategy, powered by funnel metrics and attribution data.
After this session, you will be ready to:
Derive insights from past campaign performance to plan next year’s campaigns
Layout a 4-part strategy to reach your goals
Create a marketing budget to support your 2019 objectives
With these tools, dive into your 2019 planning with confidence - following practical next steps and a proven success strategy.
Five Examples That Prove Personalized Marketing Doesn't Start with "Hello [Fi...G3 Communications
Access the full event here: https://event.on24.com/wcc/r/1851123/DEA043797F4B69BB82731C9B36A9B172
Everyone talks about the importance of personalizing the customer experience. But what does that really mean? Sure, you can greet people by name in email, but that feature has been around for a decade already. Today’s customer experience is bigger than email, and to your customer, true personalization is about
so much more than seeing their name.
After this session, you’ll be able to:
Identify new ways to personalize across your entire customer experience, including and beyond email
Maximize the most valuable customer data that exists in your different tools and systems
Strategize and coordinate with your internal teams to deliver more relevant, accurate, and productive customer and lead nurturing
The Payoffs of a Strategic Content Audit: The Gift That Keeps Giving for Unli...G3 Communications
Access the full event here: https://event.on24.com/wcc/r/1861706/5433650BDB199FF227EC5D4E2F2E72BC
"Does the task of identifying what existing content you can use for a new campaign bring on a cold sweat? Can you justify the cost of new content, without knowing exactly what you’ve got on hand? Content audits are the gifts that keep on giving, unwrapping new opportunities as you analyze the results and identify opportunities for targeting existing and new personas; diversifying your formats; and identifying neglected buying stages. The results of a custom audit can go further to give you laser focus on a specific campaign, a trending topic, or a new theme or persona. Presenting the results of a content audit can also help educate stakeholders and gain support for making investments in content marketing best practices.
Join Content4Demand and JLL to see how JLL examined its existing content to mine the gems it could use for its upcoming Future of Work (FOW) campaign.
Christine Elliott and Dana Harder will walk viewers through JLL’s successful custom content audit and discuss its value, including:
The importance of an audit as a foundational element for a cost-effective and best-in-class content strategy
The importance of identifying critical audit criteria to align to the desired outcomes
Content to be used for upcoming demand generation campaign
Providing data and insights on how content aligns to five campaign dimensions, service lines, and other strategic initiatives (like client maturity)
How the audit helped align existing content to the five Future of Work campaign dimensions and used scoring to determine depth of relevance
How applying additional custom criteria can create audit results that become a strategic weapon in advancing key marketing initiatives
JLL was able to instantly see where to allocate budget for new content development to achieve multiple campaign objectives.
Ready to uncover the secret treasures in your content library? Register for the webinar and learn to mine your content for a complete campaign.
Access the full event here: https://event.on24.com/wcc/r/1800767/5BE4BCB5AE64B938308E14343DA3B309
Learn how taking a truly partner-first approach pays off in the channel. Channel marketing and management expert Cameron Avery shows you how to engage and enable partners across their journey with modern digital marketing tactics that put their business in the spotlight. Join us to see how purpose-built tech plus a partner-first approach from start to finish delivers more revenue and ROI for you.
Accelerate Your Partners' Digital Transformation With Point-Based RewardsG3 Communications
Access the full event here:
https://event.on24.com/wcc/r/1812978/8E56FF06B70D20F23162F0F26D49402F
In the digital age, the partner is in the driver's seat as they build the full solutions the customers are expecting. If you are looking to recruit, engage, empower, motivate, manage and support solution provider partners to grow sales, you'll need to adopt a lifecycle approach.
Mimicking the customer journey, the partner journey is defined as the complete sum of experiences partners go through when interacting with a vendor. Also like the customer buying-decision, data shows about 60% of a solution provider’s decision on what products to market, sell and support is completed before they engage in a vendor’s enrollment process.
Join us to discuss data around the partner journey:
Awareness: 70% of partners learn about new technologies via vendor events;
Consideration: On average partners consider 2 - 3 vendors against each other;
Decision: Technical evaluation is the most important element in their decision to bring on a new vendor;
Experience: People affect the experience the most (infrastructure second); and
Growth: On average, partners drop 10% of their vendors each year.
Access the full event here:
https://event.on24.com/wcc/r/1812978/8E56FF06B70D20F23162F0F26D49402F
In the digital age, the partner is in the driver's seat as they build the full solutions the customers are expecting. If you are looking to recruit, engage, empower, motivate, manage and support solution provider partners to grow sales, you'll need to adopt a lifecycle approach.
Mimicking the customer journey, the partner journey is defined as the complete sum of experiences partners go through when interacting with a vendor. Also like the customer buying-decision, data shows about 60% of a solution provider’s decision on what products to market, sell and support is completed before they engage in a vendor’s enrollment process.
Join us to discuss data around the partner journey:
Awareness: 70% of partners learn about new technologies via vendor events;
Consideration: On average partners consider 2 - 3 vendors against each other;
Decision: Technical evaluation is the most important element in their decision to bring on a new vendor;
Experience: People affect the experience the most (infrastructure second); and
Growth: On average, partners drop 10% of their vendors each year.
How RingCentral Optimized Account-Based Insights and Buyer Intelligence To Ra...G3 Communications
Access the full webcast here: https://dg-r.co/2L5QdrM
Data fuels every marketer’s strategy, but not all data is created equal. To be successful today, marketers need to be able to effectively analyze, optimize and maintain data accuracy as the first steps to gaining true insight. This is particularly true for account-based programs, where visibility into key decision makers is imperative. As the saying goes, “Garbage in, garbage out.” If the data going into your CRM is incomplete, incorrect or simply not the right data, any programs that rely on that data will deliver disappointing results.
During this webinar, David Cowings, Chief Marketing Data Scientist at RingCentral, and Chris Lynde, CEO of SaleScout Data Solutions, will share the steps needed to optimize buyer contact data and sales intelligence, with real-life insights from RingCentral’s demand gen data optimization process.
Engaging With Relevance At Scale: How Fluke Used AI To Transform Their Sales ...G3 Communications
Access the full webcast here: https://dg-r.co/2uiS82A
Fluke used AI-based insights to identify the right target accounts and engage them with hyper-personalized nurture and outbound using a combination of Lattice, Conversica and Eloqua – resulting in 48% higher engagement and greater opportunity creation in their target accounts.
Join our distinguished speakers to learn how Fluke used AI and data to improve segmentation and engage across different channels with hyper-personalized messaging.
Lessons From The State Of B2B Content Consumption & Demand Report And Real-Wo...G3 Communications
Access the full webcast here: https://dg-r.co/2LhxSVI
In this session, David Fortino, SVP of Audience and Product at NetLine, will discuss his observations on content consumption and demand based on findings from the company’s 2018 State of B2B Content Consumption and Demand Report. Fortino will dissect some of the stand-out data, such as consumption gap trends with C-level professionals and the significance of appealing to the larger active audience comprised of Individual Contributors.
The webcast will also feature Valerie Riley, Director of Marketing for ITProTV, who will share her experience and perspective on the efficacy of content syndication. Specifically, she will discuss:
* The challenges she faced to pilot a new, successful lead generation program prior to launching campaigns; and
* The winning strategy that led to over 1,500% ROI that can help other B2B marketers discover or expand their lead gen tactics.
2. 2
RESEARCH BENCHMARKING EDUCATION
Where are you today? What you need to do to get better?
How to hold team/vendors accountable?
BUSINESS INTELLIGENCE FOR DIGITAL
3. 3
Q2 – Q3: Digital IQ Index® Reports
UPCOMING DIGITAL IQ REPORTS
4. 4
OTHER UPCOMING RESEARCH
SOCIAL PLATFORMS
Intelligence Report:
AMAZON
Intelligence Report:
VIDEO
Intelligence Report:
PERSONALIZATION
Intelligence Report:
OMNICHANNEL
Intelligence Report:
6. 6
Study Methodology
OVERVIEW
L2 Intelligence Report: Video 2015
Overview of the digital video landscape and best practices
across platforms
Report covers Q4 2014 and Q1 2015 initiatives from 245 brands
across 8 Verticals with a focus on Beauty & Hair Care
!
ADVERTISING LOCALIZATION
PLATFORMS CONTENT
7. 7
1998 - 2013
U.S. Cable Prices vs. Inflation
RIPE FOR DISRUPTION
Source: FCC, Bureau of Labor Statistics
8. 8
Q1 2014- Q1 2015
VIACOM Viewership by Network
VIEWERSHIP, RATINGS IN DECLINE
-34% -34%
-30%
-23%
Source: “Viacom Takes $785 Million Charge on Cable Woes,” The Wall Street Journal, April 6, 2015.
9. 9
2015 Oscars Viewership, Ratings & Advertising Rates
…AND AD PRICES ON THE RISE
2015 YoY Change
Viewership 36.6 M -16%
Ratings 10.8 / 26 -17%
Average Ad Cost (30s) $1.9 M + 5.6%
Data Sources: Nielsen, iSpot.tv
10. 10
2006
Cable Company Disruption 2005-2011
THE RESPONSE
2005 2007 2008 20112007 2010
YouTube
YouTube
acquired
by Google
Apple
TV
Amazon
Instant
Video
HBO GO
Roku
Netflix / Hulu
11. 11
2014 – 2015 Video Launches
Social Takes on Video
SOCIAL RAMPING UP
12. 12
May 2015
Social Platforms Video Advertising Options
UNDERSTANDING ADVERTISING
Facebook Snapchat YouTube Instagram Twitter
Video Advertising
Options
Promoted Video
Posts
Live Stories,
Discover
• Skippable & Non-
Skippable In-stream
• Promoted videos in
search and alongside
YouTube videos
• Homepage Takeovers
Promoted Video
Posts
Amplify Pre-Roll,
Promoted Videos
Targeting
Capabilities
Sophisticated
• Location
• Demographics
• Interests
• Behaviors
• Education
• Connections
• Data Partner
Categories
No Targeting for Live
Stories;
Discover Ads are specific
to Discover News
Streams
Sophisticated
• Demographics
• Geography
• Language
• Interests
• Remarketing
• Data Partner
Categories
• User Type
Limited
• Age
• Gender
• Country
Sophisticated
• TV Ad Targeting
• TV Conversation
Targeting
• Interests
• Gender
• Geography
• Keyword And Hashtag
Usage
13. 13
Q4 2014: Beauty & Hair Care Social Video
SOCIAL VIDEO: BRAND VIDEOS
Platform % Brands Posting
Average Video
Length
(seconds)
Average Views per
Video
77% 61 150,506
63% 12 N/A
30% 15 N/A
77% 112 219,744
14. 14
Q1 2015: Average Video Posting Frequency (weekly)
POST FREQUENCY BY PLATFORM
15. 15
March 2015
US Market Share of On-Demand TV Service Providers
ON-DEMAND TV MARKET SHARE
Source: Morgan Stanly Research
*TV shows on free sites includes network sites (ABC.com, MTV.com, etc)
6%
8%
9%
16%
19%
25%
27%
38%
GoogleTV
AppleTV
iTunes
Netflix DVD Plan
Amazon Instant Video
TV shows (free sites)*
Hulu (free version and Plus)
Netflix Streaming
Offers Video Advertising
17. 17
2011 - 2015
Hours Spent per Day with Video by US Adults
WHO WINS?
4:35 4:38 4:31 4:22 4:15
0:21 0:36 0:50 1:03 1:16
2011 2012 2013 2014 2015
TV Digital Video
Source: eMarketer, April 2015
18. 18
Share of Internet Users, July 2014
Top 10: Digital Video Viewer Penetration by Country
GLOBAL AUDIENCE EVEN LARGER…
78%
80%
84%
84%
85%
90%
90%
91%
92%
96%
U.S.
U.K.
India
Argentina
Canada
China
Mexico
Italy
Spain
South Korea
Source: eMarketer, August 2014
19. 19
Q4 2014
Share of Total Online Adult Audience
U.S. Monthly Online TV Program Viewers, by Age Group
ONLINE VIEWERS ARE YOUNG…
22%
29%
21%
15%
9%
5%
18-24 25-34 35-44 45-54 55-64 65+
Source: MarketingCharts analysis of Nielsen
20. 20
2015
Next 12 Months
Plans to Cut the Cord Across Income Groups
…AND WEALTHY
0% 5% 10% 15% 20% 25%
<$25k
$25k-$49k
$50k-$74k
$75k-$100k
$100k+
Source: Morgan Stanley, 5th Annual Streaming Video Survey, March 2015
21. 21
2013 - 2016
Annual Growth of US Advertising Revenue by Format
ADVERTISING DOLLARS ARE UP
-2.8%
-13.9%
-16.8%
8.6%
19.5%
2.9%
Source: Interactive Advertising Bureau, BI Intelligence Estimates, September 2014
TV Newspaper Radio Search Online Video Ads Display Ads
22. 22
March 2014
Obstacles to Video Marketing
CONTENT QUALITY IS AN OBSTACLE
11%
20%
25%
28%
34%
36%
41%
46%
Lack of Management Buy-in
Distributing Video Content
Producing Studio-Quality Video
Lack of Effective Strategy
Lack of In-House Resources
Attributing a ROI to Video
Lack of Budget for Video
Creating Compelling Content
Source: Ascend2, "Social Media Strategy Research Summary Report," Dec 15, 2014
Related to Content Quality
23. 23
April 2014 – April 2015, n=73 Beauty & Hair Care YouTube Brand Channels
YouTube TrueView In-Stream Advertising
Beauty & Hair Care YouTube Channels: Share of Organic and Paid Views
YOUTUBE VIDEO ADS
Paid Views
50%
Organic Views
50%
Data Source: Strike Social
24. 24
0%
65%
81%
90%
Low Average High Outlier
April 2015, n=65 Beauty & Hair Care Brands, Top-5 Viewed Videos per Brand Uploaded in Q1 2015
Beauty & Hair Care Brand Videos, Classified by View Count
Percent of Videos that Use TrueView In-Stream Advertising
YOUTUBE VIDEO AD IMPRESSIONS
Data Source: Strike Social
View count ranges correspond to quartile classification of sample distribution
0% 14% 88% 84%
Average
Share of
Views from
Advertising n=67 n=132 n=25 n=43
25. 25
Q1 2015, n=267 Brand Videos
Beauty & Hair Care
Share of YouTube Video Views From TrueView In-Stream Ads vs. Total Views
SUCCESS = CONTENT QUALITY + SPEND
R² = 0.1442
0
2,000,000
4,000,000
6,000,000
8,000,000
10,000,000
12,000,000
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
YouTubeVideoViewCount
Share of Views from TrueView In-Stream Advertising
26. 26
KEY FINDINGS
GOLDEN AGE OF INNOVATION IN ONLINE VIDEO
SPOILS ARE ENORMOUS
WINNING = SKILLS VS. CAPITAL…FOR NOW.
BLEEDING EDGE TO SALAD DAYS
SHIFTING SUCCESS ALGORITHM
28. 28Source: Deloitte Digital, “The New Digital Divide,” 2014.
Digital Influence Projection +/- 10% Sensitivity Range
Percent of Retail Sales Influenced by Digital
Digital Influence Projections
DIGITAL INFLUENCE
30. 30
75%
Source: Nielsen, “The Role of Content in the Consumer Decision Making Process,” March 2014
March 2014
Percent Lift Purchases $50-$350
Impact of Content on Purchase Intent
…AND CAN DRIVE CONVERSION
31. 31
CUSTOMER IS OMNICHANNEL
24%
43%
47%
50%
51%
57%
82%
Usage of social media for access
Sophisticated mobile site
Consistently personalized shopping
Easy access to profile data across
Option to receive in-store receipt via
Buy online/via mobile, pick up in-store
Check in-store availability online
Important Omnichannel Retail Capabilities for US Digital Shoppers
September 2014
Source: the e-tailing group, "Holiday 2014 Omni-Channel Gift Behavior" sponsored by MarketLive, Oct 9, 2014
Best in class omnichannel solutions provide convenience, transparency, and
personalization
32. 32
ATTITUDES ARE CHANGING….
Prefer that retailers
respect my privacy
rather than receive
relevant offers
53%
Prefer receiving
relevant offers and
am not as
concerned about
privacy
47%
Source: IDC, "Business Strategy: Green Lights and Bright Red Lines - Relevancy and Privacy Challenges for 2014," May 5, 2014
Attitudes of U.S. Consumers Regarding Personalized Retail Offers
December 2013
Nearly half of
consumers prefer
relevancy to
privacy
33. 33
FIGHTING PERCEPTION PROBLEM
26%
24%
16%
11%
7%
6%
1%
10%
Share or sell information with a third party
Target ads towards me
Send me brand catalogs or email newsletters
Send me personalized offers specific to my
Assist me with my next purchase
Follow-up with me after my purchase
Won't do anything
I don't know
Perceptions of U.S. Affluents on How Brands Use Their Data
March 2013
Source: Luxury Institute “Luxury Brand Wealth Survey: Privacy Trends,” March 13, 2013
Half perceive
negative use of
their data
Only 1-in-5
perceive
customer service
benefits
36. 36
January 2015
Client-Side Marketers, Worldwide
Primary Area of Focus for Improving Customer Experience
TOP OF MIND
4%
5%
7%
10%
12%
29%
33%
Mobile-friendly
Expedited process
Fun and fulfilling experience
Security and reliability
Consistency across channels
Consumer value
Personalization and relevance
Source: “Quarterly Digital Intelligence Briefing: Digital Trends 2015,” January 2015
37. 37
Data Sources Used by Client-Side Marketers to Understand the
Customer Journey
UNDERSTAND WITH DATA
76%
66%
55% 54%
37%
29%
20%
16%
4%
Online
Analytics
Email Data Customer
Survey
Data
CRM Data Call Center
Data
Social
CRM Data
Mobile App
Analytics
Electronic
POS
None of
these
% of Respondents, March 2015
38. 38
67%
47%
43%
34%
30%
27%
24%
16%
11%
Human Capital / Resources
Ability to Dynamically Create Content
Other Site Priorities
Capital
Data Limitations
UX and Design Workload
Not Convinced of ROI
Management Buy-In
Concerns About Data Privacy
February 2015
Top-3 Challenges to Implementing a Personalization Strategy
…BUT CHALLENGES ABOUND
Source: FitForCommerce, “Let’s Get Personal: Omnichannel Personalization in a Hyper-Connected World,” February 2015
RESOURCES
CAPABILITIES
DATA ISSUES
BUY-IN
39. 39
February 2015
Availability and Usability of Data for Personalization
A THIRD, A THIRD, A THIRD
35%
33%
32%
Source: FitForCommerce, “Let’s Get Personal: Omnichannel Personalization in a Hyper-Connected World,” February 2015
We have data, it’s not
usable, and we don’t
know how to use it
We don’t have
enough data
We have data, it’s
usable and we know
how to use it
40. 40
February 2015
Level of Satisfaction with Personalization ROI
ROI POINTS POSITIVE
45%
24%
21%
6%
4% Too Soon to Tell
No Formal ROI Tracking in Place Yet
Seeing Some Early Success
Expensive, But Necessary
Very Satisfied
Source: FitForCommerce, “Let’s Get Personal: Omnichannel Personalization in a Hyper-Connected World,” February 2015
42. 42
ADAPTIVE SEARCH
Edgecase technology provides personalized, adaptive navigation with filters that
align to unique language and preferences. Early adopter Crate and Barrel increased
conversation rate by 44%
44. 44
April 2015, n=25 brands
With Average Number of Available Options per Data Field
Percent of Beauty Brands Adopting Account Customization Fields
BEAUTY: ACCOUNT CUSTOMIZATION
32%
28%
20% 20%
16%
4% 4%
9
5
8
5
8
10
6
0
2
4
6
8
10
12
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Skin
Concerns
Skin Type Skin Tone Eye Color Hair Color Hair
Concerns
Hair Type
Percent of Brands Adopting Average Number of Options
46. 46
L’OREAL PARIS GETS PERSONAL
Data Fields # of Options Possible Personas
Skin Type, Skin Concerns, Target Areas, Skin Condition, Age, Skin Care
Goals, Time and Effort 29 12,096
Skin Tone, Skin Undertone, Skin Shade, Skin Type, Skin Concerns,
Foundation Benefits, Foundation Formula 32 1,580,554
Eye Color, Beauty Style, Lash Look, Eyeliner 24 825
Hair Texture, Hair Thickness, Hair Condition, Hair Concerns, Chemical
Treatments, Salon Visits 21 8,748
Hair Goals, Natural Color, Natural Shade, Grey Level, Color Treatment,
Current Color, Current Shade, Current Tone, Chemical Treatment, Desired
Permanency, Desired Tone
42 151,795,445,760
Total Possible Personas
20,944,492,105,217,700,000,000,000,000
(“2.1 octillion”)
47. 47
FROM DATA TO DOLLARS
Personalized Email Targeted ContentProduct Recommendations
50. 50
UNDERARMOUR ACQUI-DATA
MapMyFitness
November 2013, $150M
20M registered users at purchase
$7.50 / user
MyFitnessPal
February 2015, $475M
80M registered users
$5.94 / user
Endomondo
February 2015, $85M
20M registered users
$4.25 / user
Source: DC Rainmaker
$5.94 / user
$7.50 / user
$4.25 / user
MyFitnessPal MapMyFitness Endomondo
53. 53
Customer Service Channel
Satisfaction
MOST SATISFIED WHEN…
64%
66%
71%
73%
75%
76%
78%
81%
Site
Social media
Email
Retail
Mobile app
Online chat
Mobile site
Phone
% of Respondents, Feb 2015 % of Respondents, Feb 2015
13%
19%
20%
22%
27%
50%
67%
73%
Effective online research
Proactive notifications
Good mobile experience
Ability to move between
Personalization
Simple navigation
Quick, effortless resolution
Clear information
Source: eMarketer
Important Attributes of Positive
Digital Experience
55. 55
SOPHISTICATED BEAUTY RETAILERS
Estée Lauder tailors the live chat
experience to the specific page
An Aveda live chat agent offers an
online discount for a product
recommended during the chat session
57. 57
OTHER APPAREL VENDORS: FITS.ME
1 2
3 4
1. Entry into the
virtual fitting room
2. Select your body
type
3. Provides
recommended size
for specified product
with virtual depiction
4. Allows you to see
what other sizes
would look like on
similar body type
58. 58
AUGMENTED REALITY?
The Ikea Catalog App allows customers to envision what product will look
like in their own home before purchasing
59. 59
NEXT GEN FIT TOOLS
Yoox’s “Butler Service” in China sends packages via FedEx and has the FedEx worker
wait outside while the customer tries on items and hands back a package for product
they wish to return
60. 60
WARBY PARKER VIRTUAL TRY ON
Warby Parker Virtual Try On enables
customers to see what styles look like on their
face by uploading personal photos
61. 61
NEXT GEN LIVE CHAT: SMS/TEXT
Food delivery service
Munchery
communicates with
customers via text
message for delivery
updates and follow up.
62. 62
VISUAL SEARCH
Neiman Marcus’ Snap. Find. Shop tool, (powered by Slyce)
allows users to snap an image of fashion items and be instantly
provided with all close matching products currently available on
neimanmarcus.com
63. 63
CONNECTED FITTING ROOMS
Neiman Marcus Memory Mirror records
outfits as 8 second videos to enable 360
degree views, side-by-side comparisons
and sharing capabilities
Rebecca Minkoff stores feature oversize
screens to browse additional product
and request items to try on, bridging
online/offline experiences
65. 65
Company Multichannel Sophistication
HARD BEFORE IT GETS EASY
6%
26%
38%
29%
Advanced: "Way ahead of peers"
Moderate: "We have id'd strategy
& are executing"
In Process: "We are developing
strategy"
Lagging: We have yet to set our
long-term strategy"
2013
Source: SPS Commerce, “Retail Insight: 2015: Fulfilling Customer Expectations≈
66. 66
Company Perceived Multichannel Sophistication
HARD BEFORE IT GETS EASY
6%
26%
38%
29%
5%
26%
32%
37%
Advanced: "Way ahead of peers"
Moderate: "We have id'd strategy
& are executing"
In Process: "We are developing
strategy"
Lagging: We have yet to set our
long-term strategy"
2014 2013
Source: SPS Commerce, “Retail Insight: 2015: Fulfilling Customer Expectations
67. 67
31%
21%
16%
16%
8%
8%
Online Channel Receives Full Credit
for the Transaction
In-Store Channel Receives Full Credit
for the Transaction
Credit for the Transaction Would be
Split Between Channels
Irrelevant, Company Operates a Single
P&L Across Channels
Credit for the Transaction Would be
Accounted for Entirely Sperately from
Unsure / Other
INCENTIVES DRIVE PERFORMANCE
Revenue Attribution for Omnichannel Sales
U.S. & European Retailers, 2013
Source: Forrester, “Customer Desires Vs. Retailer Capabilities: Minding the Omni-Channel Gap”
68. 68
CHECKOUT: APPLE VS EVERYONE
ELSE
Single page however requires customer to enter all
information and hit save between each step
One-Touch Pay
On / Off Gifting
Live Stock Status
69. 69
HEAD TO HEAD WITH AMAZON
Everlane tested 1 hour delivery for New
York and San Francisco. Delivery was
available on weekdays from 9 am to 6
pm, $4.99 for one item and free for two
pieces or more.
Sephora’s Flash Subscription:
$10 for one year
What you get:
- Unlimited, FREE 2-Day Shipping
- No minimum purchase required
- Applies to EVERY order for an entire
year
- Special overnight rate of $ 5.95
- FREE for VIB Rouge Members
70. 70
FROM CART TO CAR
1 Selfridges launched Click & Collect at all stores
in May 2013.
2 In November 2013, the brand opens the world’s
first department store Click & Collect Drive
Through at its London Oxford Street store.
1
2
Selfridges expects its Click &
Collect service to account for
at least 25% of all online orders
Source: Econsultancy
71. 71
FROM CART TO CAR
Amazon’s partnership with Audi and
DHL enabled delivery of packages to the
trunk of customer’s cars
Volvo’s Roam Delivery service provided
delivery companies with the location of
your Volvo and a one-time digital key to
leave packages inside
72. 72
CHOOSE YOUR DELIVERY TIME
Delivery.walmart.com allows customers to select their delivery time in 2 or 4 hour slots.
73. 73
NARROWING WINDOWS
Though not rolled out to
every location, U.K. retailer,
Argos, offers in-store
pickup windows at small as
60 minutes; highlights
reserve online, immediate
in-store pick up during
checkout
75. 75
1 Harvey Nichol’s new Click & Try service allows customers to meet with a Style
Advisor, who will have the consumer’s order ready to try on for sizing.
2 The re-launched HN website (April 2014) includes a renewed focus on stores.
3 Services and events are prominently featured across HarveyNichols.com
1 2
3
Click & Try: Harvey Nichols
HIGH TOUCH: CLICK & TRY
76. 76
OMNICHANNEL ITERATION
The ability to reserve in-store
is promoted on-site, in email
marketing, and offline
Reserve in-store can
be used on a mobile
device to support
shoppers on the go
SMS notifications let
users know when
their reserved items
are available in-store
78. 78
CONCLUSIONS / QUESTIONS
1. What role does implicit & explicit data play in
customizing your brand’s customer journey?
2. Have you shifted your priorities to tackle high touch
and low touch customer service?
3. Does your omnichannel strategy take into account
convenience as well as conversion?
4. How are you tackling next generation solutions for your
most loyal customers?