This document discusses the importance of customer experience and engagement marketing, highlighting its impact on customer satisfaction, income, cost reduction, and employee engagement. It emphasizes the shift from traditional outbound marketing to a combined approach of engagement marketing and personalized customer interactions. The content outlines strategies for building long-term customer relationships to drive engagement using various channels and data relevance.

1. Les Secrets du
Marketing de
l’Engagement
2 avril 2015
#B2BSPRING15

2. 02/04/2015
Sylvain Davril
Head of Innovation & Marketing
This document is the propriety of SunTseu – strictly confidential – cannot be shared without formal SunTseu acceptance
CUSTOMER EXPERIENCE &
ENGAGEMENT MARKETING

3. © Photo by a4gpa on FlickR
CUSTOMER EXPERIENCE:
THE “WOW” EFFECT
This document is the propriety of SunTseu – strictly confidential – cannot be shared without formal SunTseu acceptance

4. WHY CUSTOMER
EXPERIENCE IS
IMPORTANT?
Customer satisfaction: +20%
Income: +10% à 15%
Costs reduction: -15% à 20%
Employees engagement: +20% à 30%
Source McKinsey 2014
This document is the propriety of SunTseu – strictly confidential – cannot be shared without formal SunTseu acceptance

5. © Financial Times Photos
MARKETING TAKES THE LEAD
and is perceived more and more as a Profit Centre
This document is the propriety of SunTseu – strictly confidential – cannot be shared without formal SunTseu acceptance

6. T R U S T
L O N G - T E R M &
P E R S O N A L I Z E D
C O N V E R S AT I O N
= E N G A G E D
C U S T O M E R
I N B O U N D
E F F O R T L E S S
C U S T O M E R
J O U R N E Y
S O C I A L
D I G I TAL
O M N I
C H A N N E L
D ATA
R E L E V A N C E
CUSTOMER EXPERIENCE:
A DELICATE ALCHEMY
This document is the propriety of SunTseu – strictly confidential – cannot be shared without formal SunTseu acceptance

7. BUILD A LONG TERM PERSONALIZED
CONVERSATION…
…THAT DRIVES ENGAGEMENT
This document is the propriety of SunTseu – strictly confidential – cannot be shared without formal SunTseu acceptance

8. C O N T E N T M A R K E T I N G B E H AV I O R A L
TA R G E T I N G
R E A L T I M E
I N T E R A C T I O N S O N
T H E W E B S I T E
CHANGE YOUR POINT OF VIEW
From “traditional” outbound marketing to a mix of
engagement marketing and “smart” outbound
This document is the propriety of SunTseu – strictly confidential – cannot be shared without formal SunTseu acceptance
A U T O M AT I O N

9. CONTACT US
Société: SunTseu
Adresse: 22 Boulevard de Stalingrad
92320 Châtillon
Téléphone: 01 80 41 00 31
Fax: 01 80 41 00 32
E-mail: info@suntseu.com
Site: www.suntseu.com
Customer eXperience company
This document is the propriety of SunTseu – strictly confidential – cannot be shared without formal SunTseu acceptance