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Forrester Webinar - Individualization Versus Personalization
© 2016 Forrester Research, Inc. Reproduction Prohibited 2
Empowered customers have given rise to a new era
Age of manufacturing
Mass manufacturing
makes industrial
powerhouses
successful
•  Ford
•  Boeing
•  GE
•  RCA
Age of distribution
Global connections
and transportation
systems make
distribution key
•  Wal-Mart
•  Toyota
•  P&G
•  UPS
Age of information
Connected PCs and
supply chains mean
those that control
information flow
dominate
•  Amazon
•  Google
•  Comcast
•  Capital One
Age of the customer
Empowered buyers
demand a new level of
customer obsession
•  Macy’s
•  Salesforce.com
•  USAA
•  Amazon
© 2016 Forrester Research, Inc. Reproduction Prohibited 3
Customers Are
empowered
›  Before, organizations
owned the experience
and the commerce tech.
›  But tech in customers
hands has given them
more choice and more
control.
›  Customers now
demand experiences
along their journey
that work them.
© 2016 Forrester Research, Inc. Reproduction Prohibited 4
Delivering On All Five Market Imperatives Is The
Key To Success In The Age Of The Customer
Drive business
growth with privacy
Turn big data into
business insights
Embrace the
mobile mind shift
Accelerate your
digital business
Transform the
customer experience
Age of
the
customer
© 2016 Forrester Research, Inc. Reproduction Prohibited 5
Each time a customer is exposed to an
improved shopping experience, their
shopping expectations are reset to a new
higher level.
© 2016 Forrester Research, Inc. Reproduction Prohibited 6
Base: 4,485 US online adults (ages 18 and older); Source: Forrester’s North American Consumer Technographics® Customer Life Cycle Survey 2, 2015
Experience Is A Significant Factor In
Every Shopper’s Journey
68%
“I am unlikely to return to a
website that does not
provide a satisfactory
customer experience.”
© 2016 Forrester Research, Inc. Reproduction Prohibited 7
Base: 4,485 US online adults (ages 18 and older); Source: Forrester’s North American Consumer Technographics® Customer Life Cycle Survey 2, 2015
Experience is a significant factor in
every online shopper’s journey
7%*
of consumers agree
with statement “Email
offers are usually well
timed with my needs.”
© 2016 Forrester Research, Inc. Reproduction Prohibited 8
Base: 4,485 US online adults (ages 18 and older); Source: Forrester’s North American Consumer Technographics® Customer Life Cycle Survey 2, 2015
Experience is a significant factor in
every online shopper’s journey
7%*
of consumers agree
with statement “Email
offers are usually well
timed with my needs.”
* In 2015,
it was 9%!
© 2016 Forrester Research, Inc. Reproduction Prohibited 9
Source: Forrester’s North American Consumer Technographics
Brand Compass Survey, Q3 ‘15
Source: Forrester's Q2 ‘16 Global eBusiness And Channel
Strategy Professional Online Survey
77%
of consumers have chosen,
recommended, or paid more for a
brand that provides a personalized
service or experience.
89%
of eBusiness and channel strategy
professionals plan to invest in
personalizing the customer
experience in 2016/2017.
Personalization is being prioritized due
to its impact on customer experience
© 2016 Forrester Research, Inc. Reproduction Prohibited 10
Personalization is a Top eBusiness priority
Base 196 eBusiness And Channel Strategy Professionals
Source: Forrester’s Q3 2015 Global eBusiness And Channel Strategy Professional Online Survey
“Of the tech you will be investing in during 2016, please identify your top priorities?”
1.  Responsive Web Design
2.  Personalization Technology
3.  Customer Relationship Management Tools
4.  Mobile App and Engagement Platform
5.  Product Recommendations
6.  eCommerce Platform
7.  Site, Payment, System Security Compliance/Protection
8.  Big Data
9.  Site Search
10.  Customer Insights and Analytics Tools
© 2016 Forrester Research, Inc. Reproduction Prohibited 11
75%
55%
49%
44%
32%
28%
Content on the
website
Promotions/product
offers
Product
recommendations
Reminders and
alerts
Content on the
mobile app
experience
Screen layout
What parts of the experience are you personalizing? (click all that apply)
Investments in online personalization now
go beyond product recommendations
12© 2016 FORRESTER. REPRODUCTION PROHIBITED.
26%
33%
34%
44%
51%
54%
54%
59%
72%
0% 20% 40% 60% 80%
Making the store easy to browse for customers
Ensuring that we always have competitive prices
Providing self service technologies for shoppers
Improving the knowledge of associates
Making it convenient to purchase (short checkout lines, curbside pickup,
buy online and pick up in store)
Ensuring that we always have the products customers want
Making it easy for customers to find the products they are looking for
Making the store more engaging
Personalizing the customer experience
For your organization / company, what are the main opportunities for improving the customer
experience at your company's stores? (Please choose your top 5 only.)
Source: Base: 61 eBusiness and Channel Strategy professionals
Source: Forrester's Q2 2016 Global eBusiness And Channel Strategy Professional Online Survey
In an omnichannel world, in-store
personalization also ranks top of the list
© 2016 Forrester Research, Inc. Reproduction Prohibited 13
Leading luxury retailers are recognizing the
gap that segmentation creates for
personalizing customer experiences
© 2016 Forrester Research, Inc. Reproduction Prohibited 14
Other Products
Me
Product
Product
Segmentation
Personalization has historically been
driven by segmentation
© 2016 Forrester Research, Inc. Reproduction Prohibited 15
Other Products
Personalization has historically been
driven by segmentation
Me
Product
Product
Segmentation
Personalization based
on segmentation
provides the “wrong”
experience for most of
your customers.
© 2016 Forrester Research, Inc. Reproduction Prohibited 16
D
epth
Reach
Relationship
E XPL OR E
US E
AS K
E NGAGE DIS C OVE R
BUY
Single data points are often used to
personalize the entire customer journey
Me
X
Single data point
© 2016 Forrester Research, Inc. Reproduction Prohibited 17
D
epth
Reach
Relationship
E XPL OR E
US E
AS K
E NGAGE DIS C OVE R
BUY
Single data points are often used to
personalize the entire customer journey
Me
X
Single data pointJust because you know
one thing about the
customer doesn’t mean
you know everything
about the customer.
© 2016 Forrester Research, Inc. Reproduction Prohibited 18
Organizations too quickly check the box
on delivering “personal” experiences
© 2016 Forrester Research, Inc. Reproduction Prohibited 19
Organizations too quickly check the box
on delivering “personal” experiences
It is a waste of everyone’s
time to personalize
experiences that provide
no real value to a
customer’s journey.
Retailers must be careful to understand and
respect personal boundaries
Golden Rule: be overt
about collecting personal
data, but covert about
communicating what you
know about the customer.
eBusiness leaders must
help organizations prepare
for the next evolution of
personalization,
which will rely more on the
pillars of individualization
rather than segmentation.
© 2016 Forrester Research, Inc. Reproduction Prohibited 23
Q1: How Successful Are You When You
Get Personalization Right?
© 2016 Forrester Research, Inc. Reproduction Prohibited 24
Q2: How Successful Would You Be If You
Got Personalization Right More Often?
Q1: How Successful Are You When You
Get Personalization Right?
© 2016 Forrester Research, Inc. Reproduction Prohibited 25
To start: You can only truly personalize
experiences for consumers you recognize
Today’s social-sharing customers are looking
for brands to understand them.
© 2016 Forrester Research, Inc. Reproduction Prohibited 27
Email & mobile
phone # (for
SMS) are both
simple ways to
consistently
identify
customers
© 2016 Forrester Research, Inc. Reproduction Prohibited 28
Retailers must utilize digital across the entire
customer journey using two systems
Capture & Understand Communicate & Automate
© 2016 Forrester Research, Inc. Reproduction Prohibited 29
A solid individualization strategy is built
upon key technology investments that have
four unique characteristics.
© 2016 Forrester Research, Inc. Reproduction Prohibited 30
1. Customers are identified and treated as a
segment of one using rich customer profiles.
© 2016 Forrester Research, Inc. Reproduction Prohibited 31
2. Customer data is assessed in real-time
and dynamically calculates intent.
© 2016 Forrester Research, Inc. Reproduction Prohibited 32
3. Personalized content is delivered
equally across every screen and channel.
© 2016 Forrester Research, Inc. Reproduction Prohibited 33
4. Connected technologies enable far richer
and more relevant engagements.
© 2016 Forrester Research, Inc. Reproduction Prohibited 34
What should I be doing today?
Not a revolution . . . but rather an evolution
. . . it is a business strategy that drives tactics
and affects every part of an organization.
Individualization is not a tactic . . .
Security
and risk
Enterprise
architecture
eCommerce
Application
design
Merchandise
planning
Marketing
Customer
insights
Customer
experienceIndividualization:
engaging customers as a
segment of one in real
time by listening,
capturing, measuring,
assessing, and
addressing intent across
every enterprise
touchpoint.
© 2016 Forrester Research, Inc. Reproduction Prohibited 37
What are the first steps for building
an individualization strategy?
© 2016 Forrester Research, Inc. Reproduction Prohibited 38
›  Consolidate customer data from both internal databases and external
partners into a single customer data repository.
Strategic opportunities for improved personalization
© 2016 Forrester Research, Inc. Reproduction Prohibited 39
›  Consolidate customer data from both internal databases and external
partners into a single customer data repository.
›  Identify digital gaps in the ability to deliver personalization throughout
the customer journey, and fill those gaps with digital solutions.
Strategic opportunities for improved personalization
© 2016 Forrester Research, Inc. Reproduction Prohibited 40
›  Consolidate customer data from both internal databases and external
partners into a single customer data repository.
›  Identify digital gaps in the ability to deliver personalization throughout
the customer journey, and fill those gaps with digital solutions.
›  Design each digital touchpoint to both use and collect customer data.
Strategic opportunities for improved personalization
© 2016 Forrester Research, Inc. Reproduction Prohibited 41
›  Consolidate customer data from both internal databases and external
partners into a single customer data repository.
›  Identify digital gaps in the ability to deliver personalization throughout
the customer journey, and fill those gaps with digital solutions.
›  Design each digital touchpoint to both use and collect customer data.
›  Take off blinders and consider the kind of customer data that can be
captured in one touchpoint for creating personalization in others.
Strategic opportunities for improved personalization
© 2016 Forrester Research, Inc. Reproduction Prohibited 42
›  Consolidate customer data from both internal databases and external
partners into a single customer data repository.
›  Identify digital gaps in the ability to deliver personalization throughout
the customer journey, and fill those gaps with digital solutions.
›  Design each digital touchpoint to both use and collect customer data.
›  Take off blinders and consider the kind of customer data that can be
captured in one touchpoint for creating personalization in others.
›  Be overt in collecting data (explain why), covert in delivering
personalization (provide great experiences without explaining).
Strategic opportunities for improved personalization
Individualization done right doesn’t look like
personalization…
Individualization done right doesn’t look like
personalization…
…it just looks like a great experience.
Individualization
Use Cases &
Results
Doug Berg
CEO, MyAlerts
Sites Doing Individualized Alerts
Marketing Needs To Change
Let Consumer Design / Own Their Marketing
Types Of Individualization
Availability	 Favorites	Wish	List	Alerts	 Sale	Alerts	 New	Products	
Review	Alerts	 Registry	Alerts	 Private	Offers	 Reminder	Alerts	 Demand	Insights
Captures Passive Intent For Future
•  Minimal Same Day Visitor/
Buyer Drop
•  Captures All Future Intent
For Each Product
Recaptures Past Interest & Reduces Erosion
•  6,400+ Customers Signed Up
•  4,164 Returned To Site
•  Pull’s Forward Past Interest
•  Reduces Margin Erosion
Visibility & Interaction With Intent Graph
921K Active Customers $113M In Future Potential
Turn Frustration Into Future Sales
As High As 40% Of Customers
Will Opt-In To Hear About
Future Product Availability
•  3,600+ Average Users Per Day
•  $216K Average Future Rev Per Day
Delights Customers & Recaptures Interest
As High As 50% Return To Purchase
More Strategic Merchandising & Planning
Product Pre Release Alerts
Captured thousands of
customers ahead of the
product launch
Gain Demand Visibility
Chat Bots For In Store Capture
Text “Alert”
To 855-
ALERTS5
Alert
What product do you want
alerts for?
The DJI Phantom Drone
Accessory Kit
Is this it? Polar Pro Filters
DJI Phantom 4 Accessory
Kit for $37.99
Yes
I see it’s out of stock,
would you like a SMS or
Email alert when it’s back?
SMS
OK We’re On It! We’ll Text
you when it’s available
Let Customers Tune In To What They Want
Deliver Relevancy They Want (Me-Mail)
Learn What Your Customers Want
Captures & Drives Future Intent
Making Every Customer A Segment Of 1
Customer Designed Alerts
Turns
Navigation
Into An Opt
In Menu
Delivering Nearly 100% Relevancy
Drives Social Media Levels Of Engagement
Multiple
Visits Per
Week
Easy User Controls At Interest Levels
Get Away
From This
To Product, Category, And Brand Level
Wish List > Watch List
Adds Alerting
Capabilities To
Any Wish List
Every Product
Added To List
Becomes Alert
Wish List > Watch List
Wish List > Watch List
Before Alerting After Alerting
•  Nearly 10X Higher Engagement Rate
•  40% Return To Site Monthly
Reminder Alerts
Allow
Customers To
Set Reminders
Move From Historical To Future Focused
Capture Future Revenue
Automated Monitoring & Messaging Engine
Capture Intent On Every Visit
How Individualization Compares
Individualization Benefits
forrester.com
Thank you
Brendan Witcher
bwitcher@forrester.com
+1 617.613.6315
Doug Berg
doug@myalerts.com
+1 952.200.4233

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Forrester Webinar - Individualization Versus Personalization

  • 2. © 2016 Forrester Research, Inc. Reproduction Prohibited 2 Empowered customers have given rise to a new era Age of manufacturing Mass manufacturing makes industrial powerhouses successful •  Ford •  Boeing •  GE •  RCA Age of distribution Global connections and transportation systems make distribution key •  Wal-Mart •  Toyota •  P&G •  UPS Age of information Connected PCs and supply chains mean those that control information flow dominate •  Amazon •  Google •  Comcast •  Capital One Age of the customer Empowered buyers demand a new level of customer obsession •  Macy’s •  Salesforce.com •  USAA •  Amazon
  • 3. © 2016 Forrester Research, Inc. Reproduction Prohibited 3 Customers Are empowered ›  Before, organizations owned the experience and the commerce tech. ›  But tech in customers hands has given them more choice and more control. ›  Customers now demand experiences along their journey that work them.
  • 4. © 2016 Forrester Research, Inc. Reproduction Prohibited 4 Delivering On All Five Market Imperatives Is The Key To Success In The Age Of The Customer Drive business growth with privacy Turn big data into business insights Embrace the mobile mind shift Accelerate your digital business Transform the customer experience Age of the customer
  • 5. © 2016 Forrester Research, Inc. Reproduction Prohibited 5 Each time a customer is exposed to an improved shopping experience, their shopping expectations are reset to a new higher level.
  • 6. © 2016 Forrester Research, Inc. Reproduction Prohibited 6 Base: 4,485 US online adults (ages 18 and older); Source: Forrester’s North American Consumer Technographics® Customer Life Cycle Survey 2, 2015 Experience Is A Significant Factor In Every Shopper’s Journey 68% “I am unlikely to return to a website that does not provide a satisfactory customer experience.”
  • 7. © 2016 Forrester Research, Inc. Reproduction Prohibited 7 Base: 4,485 US online adults (ages 18 and older); Source: Forrester’s North American Consumer Technographics® Customer Life Cycle Survey 2, 2015 Experience is a significant factor in every online shopper’s journey 7%* of consumers agree with statement “Email offers are usually well timed with my needs.”
  • 8. © 2016 Forrester Research, Inc. Reproduction Prohibited 8 Base: 4,485 US online adults (ages 18 and older); Source: Forrester’s North American Consumer Technographics® Customer Life Cycle Survey 2, 2015 Experience is a significant factor in every online shopper’s journey 7%* of consumers agree with statement “Email offers are usually well timed with my needs.” * In 2015, it was 9%!
  • 9. © 2016 Forrester Research, Inc. Reproduction Prohibited 9 Source: Forrester’s North American Consumer Technographics Brand Compass Survey, Q3 ‘15 Source: Forrester's Q2 ‘16 Global eBusiness And Channel Strategy Professional Online Survey 77% of consumers have chosen, recommended, or paid more for a brand that provides a personalized service or experience. 89% of eBusiness and channel strategy professionals plan to invest in personalizing the customer experience in 2016/2017. Personalization is being prioritized due to its impact on customer experience
  • 10. © 2016 Forrester Research, Inc. Reproduction Prohibited 10 Personalization is a Top eBusiness priority Base 196 eBusiness And Channel Strategy Professionals Source: Forrester’s Q3 2015 Global eBusiness And Channel Strategy Professional Online Survey “Of the tech you will be investing in during 2016, please identify your top priorities?” 1.  Responsive Web Design 2.  Personalization Technology 3.  Customer Relationship Management Tools 4.  Mobile App and Engagement Platform 5.  Product Recommendations 6.  eCommerce Platform 7.  Site, Payment, System Security Compliance/Protection 8.  Big Data 9.  Site Search 10.  Customer Insights and Analytics Tools
  • 11. © 2016 Forrester Research, Inc. Reproduction Prohibited 11 75% 55% 49% 44% 32% 28% Content on the website Promotions/product offers Product recommendations Reminders and alerts Content on the mobile app experience Screen layout What parts of the experience are you personalizing? (click all that apply) Investments in online personalization now go beyond product recommendations
  • 12. 12© 2016 FORRESTER. REPRODUCTION PROHIBITED. 26% 33% 34% 44% 51% 54% 54% 59% 72% 0% 20% 40% 60% 80% Making the store easy to browse for customers Ensuring that we always have competitive prices Providing self service technologies for shoppers Improving the knowledge of associates Making it convenient to purchase (short checkout lines, curbside pickup, buy online and pick up in store) Ensuring that we always have the products customers want Making it easy for customers to find the products they are looking for Making the store more engaging Personalizing the customer experience For your organization / company, what are the main opportunities for improving the customer experience at your company's stores? (Please choose your top 5 only.) Source: Base: 61 eBusiness and Channel Strategy professionals Source: Forrester's Q2 2016 Global eBusiness And Channel Strategy Professional Online Survey In an omnichannel world, in-store personalization also ranks top of the list
  • 13. © 2016 Forrester Research, Inc. Reproduction Prohibited 13 Leading luxury retailers are recognizing the gap that segmentation creates for personalizing customer experiences
  • 14. © 2016 Forrester Research, Inc. Reproduction Prohibited 14 Other Products Me Product Product Segmentation Personalization has historically been driven by segmentation
  • 15. © 2016 Forrester Research, Inc. Reproduction Prohibited 15 Other Products Personalization has historically been driven by segmentation Me Product Product Segmentation Personalization based on segmentation provides the “wrong” experience for most of your customers.
  • 16. © 2016 Forrester Research, Inc. Reproduction Prohibited 16 D epth Reach Relationship E XPL OR E US E AS K E NGAGE DIS C OVE R BUY Single data points are often used to personalize the entire customer journey Me X Single data point
  • 17. © 2016 Forrester Research, Inc. Reproduction Prohibited 17 D epth Reach Relationship E XPL OR E US E AS K E NGAGE DIS C OVE R BUY Single data points are often used to personalize the entire customer journey Me X Single data pointJust because you know one thing about the customer doesn’t mean you know everything about the customer.
  • 18. © 2016 Forrester Research, Inc. Reproduction Prohibited 18 Organizations too quickly check the box on delivering “personal” experiences
  • 19. © 2016 Forrester Research, Inc. Reproduction Prohibited 19 Organizations too quickly check the box on delivering “personal” experiences It is a waste of everyone’s time to personalize experiences that provide no real value to a customer’s journey.
  • 20. Retailers must be careful to understand and respect personal boundaries
  • 21. Golden Rule: be overt about collecting personal data, but covert about communicating what you know about the customer.
  • 22. eBusiness leaders must help organizations prepare for the next evolution of personalization, which will rely more on the pillars of individualization rather than segmentation.
  • 23. © 2016 Forrester Research, Inc. Reproduction Prohibited 23 Q1: How Successful Are You When You Get Personalization Right?
  • 24. © 2016 Forrester Research, Inc. Reproduction Prohibited 24 Q2: How Successful Would You Be If You Got Personalization Right More Often? Q1: How Successful Are You When You Get Personalization Right?
  • 25. © 2016 Forrester Research, Inc. Reproduction Prohibited 25 To start: You can only truly personalize experiences for consumers you recognize
  • 26. Today’s social-sharing customers are looking for brands to understand them.
  • 27. © 2016 Forrester Research, Inc. Reproduction Prohibited 27 Email & mobile phone # (for SMS) are both simple ways to consistently identify customers
  • 28. © 2016 Forrester Research, Inc. Reproduction Prohibited 28 Retailers must utilize digital across the entire customer journey using two systems Capture & Understand Communicate & Automate
  • 29. © 2016 Forrester Research, Inc. Reproduction Prohibited 29 A solid individualization strategy is built upon key technology investments that have four unique characteristics.
  • 30. © 2016 Forrester Research, Inc. Reproduction Prohibited 30 1. Customers are identified and treated as a segment of one using rich customer profiles.
  • 31. © 2016 Forrester Research, Inc. Reproduction Prohibited 31 2. Customer data is assessed in real-time and dynamically calculates intent.
  • 32. © 2016 Forrester Research, Inc. Reproduction Prohibited 32 3. Personalized content is delivered equally across every screen and channel.
  • 33. © 2016 Forrester Research, Inc. Reproduction Prohibited 33 4. Connected technologies enable far richer and more relevant engagements.
  • 34. © 2016 Forrester Research, Inc. Reproduction Prohibited 34 What should I be doing today?
  • 35. Not a revolution . . . but rather an evolution
  • 36. . . . it is a business strategy that drives tactics and affects every part of an organization. Individualization is not a tactic . . . Security and risk Enterprise architecture eCommerce Application design Merchandise planning Marketing Customer insights Customer experienceIndividualization: engaging customers as a segment of one in real time by listening, capturing, measuring, assessing, and addressing intent across every enterprise touchpoint.
  • 37. © 2016 Forrester Research, Inc. Reproduction Prohibited 37 What are the first steps for building an individualization strategy?
  • 38. © 2016 Forrester Research, Inc. Reproduction Prohibited 38 ›  Consolidate customer data from both internal databases and external partners into a single customer data repository. Strategic opportunities for improved personalization
  • 39. © 2016 Forrester Research, Inc. Reproduction Prohibited 39 ›  Consolidate customer data from both internal databases and external partners into a single customer data repository. ›  Identify digital gaps in the ability to deliver personalization throughout the customer journey, and fill those gaps with digital solutions. Strategic opportunities for improved personalization
  • 40. © 2016 Forrester Research, Inc. Reproduction Prohibited 40 ›  Consolidate customer data from both internal databases and external partners into a single customer data repository. ›  Identify digital gaps in the ability to deliver personalization throughout the customer journey, and fill those gaps with digital solutions. ›  Design each digital touchpoint to both use and collect customer data. Strategic opportunities for improved personalization
  • 41. © 2016 Forrester Research, Inc. Reproduction Prohibited 41 ›  Consolidate customer data from both internal databases and external partners into a single customer data repository. ›  Identify digital gaps in the ability to deliver personalization throughout the customer journey, and fill those gaps with digital solutions. ›  Design each digital touchpoint to both use and collect customer data. ›  Take off blinders and consider the kind of customer data that can be captured in one touchpoint for creating personalization in others. Strategic opportunities for improved personalization
  • 42. © 2016 Forrester Research, Inc. Reproduction Prohibited 42 ›  Consolidate customer data from both internal databases and external partners into a single customer data repository. ›  Identify digital gaps in the ability to deliver personalization throughout the customer journey, and fill those gaps with digital solutions. ›  Design each digital touchpoint to both use and collect customer data. ›  Take off blinders and consider the kind of customer data that can be captured in one touchpoint for creating personalization in others. ›  Be overt in collecting data (explain why), covert in delivering personalization (provide great experiences without explaining). Strategic opportunities for improved personalization
  • 43. Individualization done right doesn’t look like personalization…
  • 44. Individualization done right doesn’t look like personalization… …it just looks like a great experience.
  • 48. Let Consumer Design / Own Their Marketing
  • 49. Types Of Individualization Availability Favorites Wish List Alerts Sale Alerts New Products Review Alerts Registry Alerts Private Offers Reminder Alerts Demand Insights
  • 50. Captures Passive Intent For Future •  Minimal Same Day Visitor/ Buyer Drop •  Captures All Future Intent For Each Product
  • 51. Recaptures Past Interest & Reduces Erosion •  6,400+ Customers Signed Up •  4,164 Returned To Site •  Pull’s Forward Past Interest •  Reduces Margin Erosion
  • 52. Visibility & Interaction With Intent Graph 921K Active Customers $113M In Future Potential
  • 53. Turn Frustration Into Future Sales As High As 40% Of Customers Will Opt-In To Hear About Future Product Availability •  3,600+ Average Users Per Day •  $216K Average Future Rev Per Day
  • 54. Delights Customers & Recaptures Interest As High As 50% Return To Purchase
  • 56. Product Pre Release Alerts Captured thousands of customers ahead of the product launch
  • 58. Chat Bots For In Store Capture Text “Alert” To 855- ALERTS5 Alert What product do you want alerts for? The DJI Phantom Drone Accessory Kit Is this it? Polar Pro Filters DJI Phantom 4 Accessory Kit for $37.99 Yes I see it’s out of stock, would you like a SMS or Email alert when it’s back? SMS OK We’re On It! We’ll Text you when it’s available
  • 59. Let Customers Tune In To What They Want
  • 60. Deliver Relevancy They Want (Me-Mail)
  • 61. Learn What Your Customers Want
  • 62. Captures & Drives Future Intent
  • 63. Making Every Customer A Segment Of 1
  • 66. Drives Social Media Levels Of Engagement Multiple Visits Per Week
  • 67. Easy User Controls At Interest Levels Get Away From This To Product, Category, And Brand Level
  • 68. Wish List > Watch List Adds Alerting Capabilities To Any Wish List Every Product Added To List Becomes Alert
  • 69. Wish List > Watch List
  • 70. Wish List > Watch List Before Alerting After Alerting •  Nearly 10X Higher Engagement Rate •  40% Return To Site Monthly
  • 72. Move From Historical To Future Focused
  • 74. Automated Monitoring & Messaging Engine
  • 75. Capture Intent On Every Visit
  • 78. forrester.com Thank you Brendan Witcher bwitcher@forrester.com +1 617.613.6315 Doug Berg doug@myalerts.com +1 952.200.4233