The post-purchase experience can determine whether a customer will become a loyal and repeat purchaser – maybe even a brand advocate – or simply a one-and-done passerby. Carefully crafting a post-purchase marketing program that fits your brand and your customer’s expectations is critical in reinforcing the customer’s perceived value of what they just purchased. This webinar will examine how to create a post-purchase messaging program that will keep customers buying time and time again.
Improving Revenue through Dynamic Product RecommendationsDynamic Yield
We power tens of millions of product recommendations per day on behalf of our clients. Needless to say, we've learned a lot about what works, how and where to implement recommendations in the purchase funnel. Global retailers who have implemented Dynamic Yield’s recommendations have seen a substantial uplift in revenue within the first 90 days. Your site can do it too. Contact us to see a live demo.
Learn more about how predictive marketing is a game changer for retailers in 2016. See how retailers can use predictive analytics to boost their marketing campaigns, understand what predictive marketing really is, and the lay of the land.
Full loop analytics framework (English version)Sol Mesz
We know that a product is viable when User, Product and Business aspects are equally represented.
But when we look at existing metrics frameworks we see that most focus on isolated parts of the triad.
The Full Loop Analytics framework, is a new metrics framework that provides a holistic view of the performance of a product by looking at its 3 key dimensions: user, product and business.
This way of looking at metrics takes organizations out of a fragmented vision and moves them into a holistic one. In other words, this framework takes organizations from output to outcome focused product metrics.
How to Automate Low Touch Customer SuccessGainsight
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to Automate Low Touch Customer Success - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Blackbaud, Huddle, New Relic
Understanding your entire customer lifecycle is the foundation of an effective customer success process.
Defining and standardizing both your internal process: (sales pipeline, trial conversions, onboarding, adoption management, etc) and your customer's journey are essential elements of a scalable SaaS organization.
In this webinar, you will learn how to map both halves of your customer lifecycle.
Improving Revenue through Dynamic Product RecommendationsDynamic Yield
We power tens of millions of product recommendations per day on behalf of our clients. Needless to say, we've learned a lot about what works, how and where to implement recommendations in the purchase funnel. Global retailers who have implemented Dynamic Yield’s recommendations have seen a substantial uplift in revenue within the first 90 days. Your site can do it too. Contact us to see a live demo.
Learn more about how predictive marketing is a game changer for retailers in 2016. See how retailers can use predictive analytics to boost their marketing campaigns, understand what predictive marketing really is, and the lay of the land.
Full loop analytics framework (English version)Sol Mesz
We know that a product is viable when User, Product and Business aspects are equally represented.
But when we look at existing metrics frameworks we see that most focus on isolated parts of the triad.
The Full Loop Analytics framework, is a new metrics framework that provides a holistic view of the performance of a product by looking at its 3 key dimensions: user, product and business.
This way of looking at metrics takes organizations out of a fragmented vision and moves them into a holistic one. In other words, this framework takes organizations from output to outcome focused product metrics.
How to Automate Low Touch Customer SuccessGainsight
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to Automate Low Touch Customer Success - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Blackbaud, Huddle, New Relic
Understanding your entire customer lifecycle is the foundation of an effective customer success process.
Defining and standardizing both your internal process: (sales pipeline, trial conversions, onboarding, adoption management, etc) and your customer's journey are essential elements of a scalable SaaS organization.
In this webinar, you will learn how to map both halves of your customer lifecycle.
Optimizely Connect with Tealium: How segmentation lets you create targeted on...Optimizely
Optimizely Connect is a webinar series that we conduct with our best-in-class technology partners. The purpose is to give you some insight into how different technologies work together effectively so that anyone who is either using them already, or considering integrating these, can understand the ways that they can be used to optimize your customer’s user experience.
These webinars will highlight use cases, best practices and give you actionable insights that’ll help you uncover ways to continue turning data into action.
You can sign up for free for the remaining webinars:
http://pages.optimizely.com/optimizely-connect.html
“How do you stay ahead of ever-rising customer expectations? There’s no single way to do it - it’s a combination of many things.”
- Jeff Bezos. Start by mastering Moments of Truth in the Customer Journey. Design for Customer Experience and you will maximize Customer Adoption. The Ultimate MOT is Customer Advocacy. When customers spontaneously recommend your products or services you effectively have an "unpaid sales force."
Aha!Local University: Overview of Local Online Marketing TechniquesParallel Path
These slides are the first in a series from seminars designed to teach business owners and operators how to market themselves online to local customers.
This session is an overview of 7 or 8 candidate techniques that should be considered for this purpose. For each technique, we evaluate its strengths and weaknesses, and what business types might be more or less applicable for the technique.
Discover what affiliate marketing is, and why it can be such a great oppportunity to earn money online. To learn more, please visit: http://eternalspiralbooks.com/courses/course/affiliate-commissions-101/
IBM & Sirius Decisions: Transforming Marketing Through Buyer Profiles and Per...AMASanDiego
Track: Brand Management & Integrated Communications
Topic: PERSONAS
Title: Transforming Marketing Through Buyer Profiles and Personas
Speakers: JACQUES PAVLENYI, Portfolio Marketing Director, IBM & RACHEL YOUNG, Research Director, Sirius Decisions
The convergence of social and data technologies continues to cause disruption in many industries and professions. Marketing is certainly not immune. Customers have very different expectations now, including strong personalization and customization. If the message and offers aren’t tailored specifically to me, the message is tuned out or ignored. This is increasingly true in B2B as well as B2C marketing. And that’s where personas can help.
IBM and Sirius Decisions will discuss practical rationales and methods for applying buyer profiles and personas, and how IBM is transforming not just Marketing, but also Sales, Product Management, and other functions with data-driven, robust buyer profiles.
- See more at: http://sdama.org/events/2015-art-of-marketing-conference/#session-details
Presented in Belfast by Steven Parker and John cave for CIM
Covers:
What is analytics?
What is measurement?
Attribution models
Google Analytics / Tag Manager / Data Studio / Optimize
www.cim.co.uk
New Rules for B2B Website Personalization & PerformanceOptimizely
Key takeaways:
- Best Practices for B2B personalization
- How to build an Account-Based Marketing personalization strategy for your website
- Benchmarks for success from some of today's leading ABM marketers
Demandbase + Reachdesk: Turning Marketing Data into MagicDemandbase
Account-Based Experience (ABX) is a go-to-market strategy that puts the spotlight on the customer experience and uses data to orchestrate relevant, trusted Marketing and Sales actions throughout the B2B customer lifecycle.
Only 27%* of companies report they are fully satisfied with their ability to deliver truly personalised customer experiences using data collected across digital channels. This might be because, traditionally, B2B marketers have focused on data points that fail to bring the much needed personal touch to their communication. ABX promises a way to change that.
The right type of data can help you hyper-personalise the customer experience allowing you to reach your target buying teams, earn their trust, and build the relationships that lead to big deals.
Join us as we cover how to use data-driven ABX to deliver great customer experiences.
Critical thinking is the game that ensures your data science project will meet the requirements of Strategic Analytics Management. It coalesces various thoughts into a core need and then uses the power of predictive & prescriptive analytics to build the foresight and further optimize it.
Part 2 Winning Minds and Markets with Thought Leadership WebinarsWebAttract, LLC
Webinars are a top B2B marketing tactic, but rather than simply doing a one-off webinar, you should consider a multi-webinar strategy for ongoing success.
In this 2-part series, I examine emerging and global brands that have developed a winning thought leadership webinar series and then go behind the scenes for a look at the metrics and methods that made them work.
In Part 1, I focus on the "why" of this topic and reveal the benefits of a series over a "1-off" webinar, provide 3 actual case studies of B2B and SMB outcomes, and share best pracites and lessons learned.
In Part 2, I drill down into the "how" by discussing how 2 well known technology companies, (Intel and GE) created Care Innovations, and how they leveraged thought leadership to establish a new category and capture sales leads.
I also cover off on 6 key metrics for delivering predictable outcomes, and close off with some planning tips to pull it all together.
Design for Customer Engagement - Monetization in a B2C CompanyTechedge Group
Episode 2 in a series of seven that focuses on the technological components that an enterprise should consider when deployment a digital customer engagement strategy. This episodes introduces the scenario of a B2C Company that is aiming to monetize on customer interactions, laying the initial technical landscape that can be considered for an SAP centric company. We also discuss how to choose the technology that is right for you, based on your existing investments. To watch the full podcast go to: www.techedgegroup.com/engaged-by-design
Do you speak digital marketing with Kentico CMS?Thomas Robbins
How do you talk with customers about their channel engagement? Customers engage with through a growing variety of channels. Your website is just one of them –don’t forget social media, mobile and e-mail. Understanding the customer journey across these channels is essential to the success of any marketing organization. In this session we will look at how to talk with you customers about this Kentico EMS 7.
Lifecycle Marketing Series: Post Purchase Personas and CampaignsWhatConts
Learn more about key personas that retailers tend to run into and key campaigns to turn your one time purchasers into 2x, 3x, and loyal customers. Learn how to engage your customers after the first purchase and beyond to grow customer value.
Optimizely Connect with Tealium: How segmentation lets you create targeted on...Optimizely
Optimizely Connect is a webinar series that we conduct with our best-in-class technology partners. The purpose is to give you some insight into how different technologies work together effectively so that anyone who is either using them already, or considering integrating these, can understand the ways that they can be used to optimize your customer’s user experience.
These webinars will highlight use cases, best practices and give you actionable insights that’ll help you uncover ways to continue turning data into action.
You can sign up for free for the remaining webinars:
http://pages.optimizely.com/optimizely-connect.html
“How do you stay ahead of ever-rising customer expectations? There’s no single way to do it - it’s a combination of many things.”
- Jeff Bezos. Start by mastering Moments of Truth in the Customer Journey. Design for Customer Experience and you will maximize Customer Adoption. The Ultimate MOT is Customer Advocacy. When customers spontaneously recommend your products or services you effectively have an "unpaid sales force."
Aha!Local University: Overview of Local Online Marketing TechniquesParallel Path
These slides are the first in a series from seminars designed to teach business owners and operators how to market themselves online to local customers.
This session is an overview of 7 or 8 candidate techniques that should be considered for this purpose. For each technique, we evaluate its strengths and weaknesses, and what business types might be more or less applicable for the technique.
Discover what affiliate marketing is, and why it can be such a great oppportunity to earn money online. To learn more, please visit: http://eternalspiralbooks.com/courses/course/affiliate-commissions-101/
IBM & Sirius Decisions: Transforming Marketing Through Buyer Profiles and Per...AMASanDiego
Track: Brand Management & Integrated Communications
Topic: PERSONAS
Title: Transforming Marketing Through Buyer Profiles and Personas
Speakers: JACQUES PAVLENYI, Portfolio Marketing Director, IBM & RACHEL YOUNG, Research Director, Sirius Decisions
The convergence of social and data technologies continues to cause disruption in many industries and professions. Marketing is certainly not immune. Customers have very different expectations now, including strong personalization and customization. If the message and offers aren’t tailored specifically to me, the message is tuned out or ignored. This is increasingly true in B2B as well as B2C marketing. And that’s where personas can help.
IBM and Sirius Decisions will discuss practical rationales and methods for applying buyer profiles and personas, and how IBM is transforming not just Marketing, but also Sales, Product Management, and other functions with data-driven, robust buyer profiles.
- See more at: http://sdama.org/events/2015-art-of-marketing-conference/#session-details
Presented in Belfast by Steven Parker and John cave for CIM
Covers:
What is analytics?
What is measurement?
Attribution models
Google Analytics / Tag Manager / Data Studio / Optimize
www.cim.co.uk
New Rules for B2B Website Personalization & PerformanceOptimizely
Key takeaways:
- Best Practices for B2B personalization
- How to build an Account-Based Marketing personalization strategy for your website
- Benchmarks for success from some of today's leading ABM marketers
Demandbase + Reachdesk: Turning Marketing Data into MagicDemandbase
Account-Based Experience (ABX) is a go-to-market strategy that puts the spotlight on the customer experience and uses data to orchestrate relevant, trusted Marketing and Sales actions throughout the B2B customer lifecycle.
Only 27%* of companies report they are fully satisfied with their ability to deliver truly personalised customer experiences using data collected across digital channels. This might be because, traditionally, B2B marketers have focused on data points that fail to bring the much needed personal touch to their communication. ABX promises a way to change that.
The right type of data can help you hyper-personalise the customer experience allowing you to reach your target buying teams, earn their trust, and build the relationships that lead to big deals.
Join us as we cover how to use data-driven ABX to deliver great customer experiences.
Critical thinking is the game that ensures your data science project will meet the requirements of Strategic Analytics Management. It coalesces various thoughts into a core need and then uses the power of predictive & prescriptive analytics to build the foresight and further optimize it.
Part 2 Winning Minds and Markets with Thought Leadership WebinarsWebAttract, LLC
Webinars are a top B2B marketing tactic, but rather than simply doing a one-off webinar, you should consider a multi-webinar strategy for ongoing success.
In this 2-part series, I examine emerging and global brands that have developed a winning thought leadership webinar series and then go behind the scenes for a look at the metrics and methods that made them work.
In Part 1, I focus on the "why" of this topic and reveal the benefits of a series over a "1-off" webinar, provide 3 actual case studies of B2B and SMB outcomes, and share best pracites and lessons learned.
In Part 2, I drill down into the "how" by discussing how 2 well known technology companies, (Intel and GE) created Care Innovations, and how they leveraged thought leadership to establish a new category and capture sales leads.
I also cover off on 6 key metrics for delivering predictable outcomes, and close off with some planning tips to pull it all together.
Design for Customer Engagement - Monetization in a B2C CompanyTechedge Group
Episode 2 in a series of seven that focuses on the technological components that an enterprise should consider when deployment a digital customer engagement strategy. This episodes introduces the scenario of a B2C Company that is aiming to monetize on customer interactions, laying the initial technical landscape that can be considered for an SAP centric company. We also discuss how to choose the technology that is right for you, based on your existing investments. To watch the full podcast go to: www.techedgegroup.com/engaged-by-design
Do you speak digital marketing with Kentico CMS?Thomas Robbins
How do you talk with customers about their channel engagement? Customers engage with through a growing variety of channels. Your website is just one of them –don’t forget social media, mobile and e-mail. Understanding the customer journey across these channels is essential to the success of any marketing organization. In this session we will look at how to talk with you customers about this Kentico EMS 7.
Lifecycle Marketing Series: Post Purchase Personas and CampaignsWhatConts
Learn more about key personas that retailers tend to run into and key campaigns to turn your one time purchasers into 2x, 3x, and loyal customers. Learn how to engage your customers after the first purchase and beyond to grow customer value.
New for 2015: Bright Ideas in Retail EmailBlueHornet
We all know what we should be doing in our email programs, but it can be difficult to find the time to actually implement best practices in an effective, creative way. For the second consecutive year, BlueHornet’s Retail Email Idea Book recognizes brands who have embraced email best practices to deliver personalized, meaningful, best-in-class emails that engage and delight.
Learn more about key personas and retention campaigns to keep your most valuable customers, we'll cover everything from winning back churning customers to automating product replenishment campaigns.
Learn how to move your customers from subscriber to first purchasers in this quick webinar. We'll walk through key personas and campaigns you can run to move the needle.
Learn how to move your customers from subscriber to first purchasers in this quick webinar. We'll walk through key personas and campaigns you can run to move the needle.
How to turn seasonal shoppers into loyal customersLyndsay McGregor
The holidays are coming—and your online store is about to get a huge traffic surge. As an e-commerce seller, how can you grab your piece of the pie and keep those seasonal shoppers coming back long after the holiday sales spike ends?
Email Summit 2015: Top takeaways from this year's best sessionsMarketingSherpa
You give us 30 minutes, and we'll give you all of the greatest takeaways from two days of MarketingSherpa Email Summit 2015 sessions.
In our next MarketingSherpa webinar, sponsored by BlueHornet, we'll present the most valuable content from more than 13 sessions presented by marketers with transferable and inspirational insights into what works, and what doesn't, in email marketing today.
Join Daniel Burstein, Director of Editorial Content, and Jessica Lorenz, Event Content Manager, both of MarketingSherpa, for the in-depth recap of Email Summit 2015 to get ahead of your competition this year.
Windsor Circle CoffeeForLess EliteSEM Webinar Slides Apr 2014WhatConts
Retention, Perfectly Brewed featuring IR500 CoffeeForLess.com: Winning at Scalability, SEM, & Customer Retention- APRIL 24, 2 PM ET
Hear from CoffeeForLess CEO Ben Kirshner about their successful Magento migration, winning SEM strategy powered by EliteSEM, & $500k in 6 months using Retention Automation by Windsor Circle.
CoffeeForLess, an IR500 retailer, has been extremely successful in the eCommerce space. CoffeeForLess harnessed the power of online retail while building a loyal customer base. This webinar chronicles key upgrades, strategies and campaigns along their path to success:
First CoffeeForLess switched eCommerce platforms, unlocking the flexible, scalable power of Magento.
Next, they leveraged EliteSEM to manage a paid search campaign that helped them rise to #495 on the IR500 list.
CoffeeForLess then used Windsor Circle's retention automation platform to generate additional value from their existing customers by using their Magento purchase history data to power post-purchase, product recommendation, replenishment, and win back emails which made them over $500k in 6 months.
This webinar will help retailers and agencies learn:
• How to overcome key scalability challenges
• How to develop a winning SEM campaign
• How to use purchase data to grow revenue and build a loyal base of repeat buyers.
Register here
Speakers:
Ben Kirshner, CEO at CoffeeForLess.com
Ben founded CoffeeForLess.com in 1988 with Zachary Ciperski. Ben credits much of his E-commerce success to the late, legendary, E-commmerce superstar Zachary Ciperski, who championed the value and importance of using Magento data to power better email marketing.
Andrew Pearson, VP of Marketing, Windsor Circle
Andrew has 15+ years of digital marketing, ecommerce, and tech start-up experience. Andrew oversees Windsor Circle’s marketing efforts and provides thought leadership and strategic guidance to thousands of retailers.
Zach Morrison, Vice President, EliteSEM
Zach is a SEM industry professional. Moving from intern to VP within 7 years, his eye for growth and ability to form solid relationships has given him a great reputation with Fortune 500 clients.
Whether you love it, hate it, or love to hate it, email is essential to the success of your e-Commerce business. And if you’re still sending “batch and blast” emails to your subscribers, then you’re missing out on valuable revenue. In 30 minutes we’ll cover 50 examples of ways you can (and should) send highly personalized, automated emails you can implement immediately.
Building Customer Relationships with UGC & Lifecycle MarketingWhatConts
Learn how to build customer relationships by weaving User Generated Content into your existing Lifecycle Campaigns to help retain customers, grow revenue, and acquire new ones.
Personalisation - The perfect fit for your fashion brandPure360
According to Statista, the global online fashion market was worth $533 billion in 2018, and is predicted to grow to $872bn by 2023.
Within such a competitive and growing marketplace, being able to offer a superior service and experience to your customers and prospects has never been so important.
Personalisation is becoming an expected norm for consumers and a powerful tool for eCommerce brands especially within the Fashion industry to drive conversions, recommend complementary products, increase customer retention plus many more benefits.
Within this webinar we explore the personalisation tactics fashion eCommerce brands can use to:
- Create a stand out personalised customer experience
- Drive purchase intent with proactive marketing
- Improve conversion rates through website personalisation and abandonment recovery
- Increase repeat purchases and loyalty with post-purchase marketing
- We will also look at examples of fashion brands who are doing it well.
Customer Loyalty Comprehension
Meaning and definition of customer loyalty, Significance of Customer Loyalty, Customer Loyalty Ladder,
Loyalty Principles, Benefits of Customer Loyalty, Customer Loyalty and its relationship with customer
satisfaction, Customer retention and Brand Loyalty, Factors affecting customer loyalty formation, Rai-Srivastava model of customer loyalty formation, Drivers of Customer Loyalty.
Deliveroo’s Best Practices for Managing Customers’ Digital Experiencesmarketingfinder.co.uk
Your website changes every day. As it continues to evolve, it can be difficult to pinpoint exactly what’s causing difficulties for your customers and preventing them from purchasing.
Frustrated users may leave and never return, so being able to locate and fix issues quickly is crucial for retaining and converting customers in today’s “I want it now” environment.
With new technology, marketers have the ability to manage and optimise the quality of experience delivered to their customers - in real-time. Join our webcast to learn how Pete Lloyd, Site Optimisation Manager at Deliveroo, uses customer experience analytics to locate and iron out bumps in the digital journey, increase conversions and keep customers coming back time and time again.
Data Management: Use your Data to Personalise Customer Experiencesmarketingfinder.co.uk
A personalised customer experience is a requirement of modern consumers, but can be a difficult and daunting goal for marketers. If you struggle to make use of your data and find yourself searching for ways to manage complex customer journeys, a data management platform could be the answer.
Join this webinar to hear from Gopesh Raichura, Marketing Evangelist, as he explains the basics of Data Management Platforms (DMPs), the 3 stages to DMP activation and how to create target audiences from a combination of data sources to deliver highly personalised digital advertising, web experiences, email marketing and more.
Omnichannel Attribution: How to Virgin Holidays join online and offline channelsmarketingfinder.co.uk
The divide between online and offline marketing is smaller than ever, and although the practicality of making the join has been questioned in the past, the technology exists today for you to make it happen.
Featuring guest speaker James Libor, Senior Marketing Planning & Efficiency Executive from Virgin Holidays, this webinar will demonstrate the importance of joining online and offline channels for an omnichannel approach to measurement and attribution, and how it can be used to power better decisions.
Top Tips for Database Perfection: How to Drive Value from your Data Assetsmarketingfinder.co.uk
The volume and variety of data entering organisations is growing exponentially. This represents risk and opportunity to businesses in equal measure, as they attempt to leverage their data assets for commercial advantage. The truth is, everything starts with data but the question remains: where do you start when trying to improve data quality within your organisation?
This webinar featuring Gary Barnett, Chief Software Analyst at Ovum, will focus on practical advice on how to utilise and improve your data for greater customer engagement and loyalty, as well as provide real life examples and best practices so you can start driving value from your data today.
Evolution not Revolution - Simplify Your Digital Strategy for Closer Relation...marketingfinder.co.uk
Organisations now recognise the importance of digital in their communications strategy, seeing it not as just another tool in the marketing mix, but a fundamental channel from which all their communications should stem. More and more companies are therefore seeking to revolutionise their digital marketing strategy, investing heavily in new systems and whole teams to help their marketing efforts move forward into the future.
This webinar explores why it isn’t necessary to reinvent the wheel when it comes to digital. By simply taking a step back and incorporating key elements into your marketing, you can easily gain valuable insight into your customers, transforming your business into a digital powerhouse.
Achieve a truly individual customer experience: Hear how American Express are...marketingfinder.co.uk
Establishing a global content strategy that relates to the needs of your regional internal teams and delivers a great experience to your customers presents a real challenge to the modern marketer.
Join Aaron Suppel, Global Marketing Manager at American Express, to learn the core business principles that are essential for a successful content experience management strategy. In this webinar, Aaron will discuss how empowering editors, driving scalability and responsive web principles have all enabled American Express to deliver unique, personalised experiences to their customers around the globe.
Take the Tablet - how to ensure your brand captures the growing tablet audiencemarketingfinder.co.uk
The tablet experience of your website used to be an afterthought but with over 30% of UK households now owning a tablet, marketers can’t afford to ignore this touch-point for their brand. However, the proliferating number of devices and techniques for optimising websites for the tablet consumer has left many marketers struggling to provide the tablet experience that customers expect.
Fusionworkshop will explore how your content experience can be managed for the tablet, provide examples of how some brands are leading the way and examine the growth in tablet use by specific demographics, such as seniors.
Research conducted by Adobe, in association with the CMO Club, indicated that while 90% of CMOs are personally responsible for the overall customer experience, they are facing significant headwinds that make Customer Experience Management (CXM) a formidable challenge. Based on the research, the No. 1 challenge facing CMOs is the ability to actually impact the customer’s overall experience.
In this webinar, Dr Dave Chaffey, bestselling author and Digital Marketing expert, will give an overview of why CXM is becoming an increasingly important focus in marketing, as well as provide you with the 10 top tips for successful CX programme implementation.
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
SEO as the Backbone of Digital MarketingFelipe Bazon
In this talk Felipe Bazon will share how him and his team at Hedgehog Digital share our journey of making C-Levels alike, specially CMOS realize that SEO is the backbone of digital marketing by showing how SEO can contribute to brand awareness, reputation and authority and above all how to use SEO to create more robust global marketing strategies.
Digital Commerce Lecture for Advanced Digital & Social Media Strategy at UCLA...Valters Lauzums
E-commerce in 2024 is characterized by a dynamic blend of opportunities and significant challenges. Supply chain disruptions and inventory shortages are critical issues, leading to increased shipping delays and rising costs, which impact timely delivery and squeeze profit margins. Efficient logistics management is essential, yet it is often hampered by these external factors. Payment processing, while needing to ensure security and user convenience, grapples with preventing fraud and integrating diverse payment methods, adding another layer of complexity. Furthermore, fulfillment operations require a streamlined approach to handle volume spikes and maintain accuracy in order picking, packing, and shipping, all while meeting customers' heightened expectations for faster delivery times.
Amid these operational challenges, customer data has emerged as an important strategy. By focusing on personalization and enhancing customer experience from historical behavior, businesses can deliver improved website and brand experienced, better product recommendations, optimal promotions, and content to meet individual preferences. Better data analytics can also help in effectively creating marketing campaigns, improving customer retention, and driving product development and inventory management.
Innovative formats such as social commerce and live shopping are beginning to impact the digital commerce landscape, offering new ways to engage with customers and drive sales, and may provide opportunity for brands that have been priced out or seen a downturn with post-pandemic shopping behavior. Social commerce integrates shopping experiences directly into social media platforms, tapping into the massive user bases of these networks to increase reach and engagement. Live shopping, on the other hand, combines entertainment and real-time interaction, providing a dynamic platform for showcasing products and encouraging immediate purchases. These innovations not only enhance customer engagement but also provide valuable data for businesses to refine their strategies and deliver superior shopping experiences.
The e-commerce sector is evolving rapidly, and businesses that effectively manage operational challenges and implement innovative strategies are best positioned for long-term success.
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
The session includes a brief history of the evolution of search before diving into the roles technology, content, and links play in developing a powerful SEO strategy in a world of Generative AI and social search. Discover how to optimize for TikTok searches, Google's Gemini, and Search Generative Experience while developing a powerful arsenal of tools and templates to help maximize the effectiveness of your SEO initiatives.
Key Takeaways:
Understand how search engines work
Be able to find out where your users search
Know what is required for each discipline of SEO
Feel confident creating an SEO Plan
Confidently measure SEO performance
Unleash the power of UK SEO with Brand Highlighters! Our guide delves into the unique search landscape of Britain, equipping you with targeted strategies to dominate UK search engine results. Discover local SEO tactics, keyword magic for UK audiences, and mobile optimization secrets. Get your website seen by the right people and propel your brand to the top of UK searches.
To learn more: https://brandhighlighters.co.uk/blog/top-seo-agencies-uk/
Search Engine Marketing - Competitor and Keyword researchETMARK ACADEMY
Over 2 Trillion searches are made per day in Google search, which means there are more than 2 Trillion visits happening across the websites of the world wide web.
People search various questions, phrases or words. But some words and phrases are searched
more often than others.
For example, the words, ‘running shoes’ are searched more often than ‘best road running
shoes for men’
These words or phrases which people use to search on Google are called Keywords.
Some keywords are searched more often than others. Number of times a keyword is searched
for in a month is called keyword volume.
Some keywords have more relevant results than others. For the phrase “running shoes” we
get more than 80M relevant results, whereas for “best road running shoes for men” we get
only 8.
The former keyword ‘running shoes’ has way more competition from popular websites to
new and small blogs, whereas the latter keyword doesn’t have that much competition. This
search competition for a keyword is called search difficulty of a keyword or keyword
difficulty.
In other words, if the keyword difficulty is ‘low’ or ‘easy’, there won’t be any competition
and if you target such keywords on your site, you can easily rank on the front page of Google.
Some keywords are searched for, just to know or to learn some information about something,
that’s their search intention. For example, “What shoe size should I choose?” or “How to pick
the right shoe size?”
These keywords which are searched just to know about stuff are called informational
keywords. Typically people who are searching this type of keywords are top of a Conversion
funnel.
Conversion funnel is the journey that search visitors go through on their way to an email
subscription or a premium subscription to the services you offer or a purchase of products
you sell or recommend using your referral link.
For some buyers, research is the most important part when they have to buy a product.
Depending on that, their journey either widens or narrows down. These types of buyers are
Researchers and they spend more time with informational keywords.
Conversion is the action you want from your search visitors. Number of conversions that you
get for every 100 search visitors is called Conversion rate.
People who are at different stages of a conversion funnel use different types of keywords.
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Keys to Creating Customer Loyalty with Effective Post Purchase Marketing
1. Brought to you by In association with
Keys to Creating Customer Loyalty with Effective Post
Purchase Marketing
The webinar will begin shortly
Listen via your computer speakers or on the phone
UK: +44 (0) 808 168 2835
Access Code: 225-801-886
2. Greg Zakowicz
Marketing Strategist
Bronto Software
Andrew Gerrard
Consultant Editor
marketingfinder.co.uk
Today’s Speakers
Keys to Creating Customer Loyalty with Effective Post Purchase Marketing
Brought to you by In association with
3. Interact with us
Keys to Creating Customer Loyalty with Effective Post Purchase Marketing
Follow the conversation on twitter #PostPurchaseLoyalty
4. Quick Poll
Keys to Creating Customer Loyalty with Effective Post
Purchase Marketing
5. Greg Zakowicz, Marketing Strategist
March 18, 2015
How to Boost Loyalty with
Post Purchase Messaging
The Real Fun Starts After the Sale
8. Customer Lifecycle
Jane
Visit the website
Nicole
Signs up for emails
at checkout
Browse products
Makes a purchase
Signs up for emails
on the homepage
Does not make a
purchase
18. Transactional Messages
Customize order and shipping confirmations
• Include cross-sell/upsells in the rail or below
content
• Include email signup links
• Invite to join rewards programs
20. Post Purchase Welcome
Create a unique checkout
welcome message
• Remove the incentive, if
applicable
• Acknowledge the purchase
• Customize the CTA to
provide value, not drive a
conversion
21. Post Purchase Thank You
Customize a “bounceback” thank you
message
• Thank the customer
• Offer an incentive if possible
• If offering an incentive, I recommend creating a
second, non-incentivized message
• Include upsells or cross-sells if possible
• Reinforce customer service
• Especially if you don’t offer an incentive
25. Post Purchase Thank You
• Start simple – don’t overload your message
• Develop the message as you go along
• Cross-sells, product recommendations
• Consider differing incentives based on previous
order value, lifetime customer value or AOV
26. Product Review
Create a product review message
• Again, thank the customer
• Why they should provide a review
• Use your brand’s voice
• Remind the customer about their thank you offer
(if applicable)
29. Product Care Message
How about a product care message?
• Reinforce your customer service
• Show people how to care for their products
• Cross-sells – do you sell fashionable umbrellas,
wash powders, wash bags, waterproofing or
other accessories?
30. Product Care Message
Registers a
product – creates
long-term product
knowledge
Cross-sell products
Resource center –
provides value to
the customer
31. Re-order/Reminder Message
Re-order and/or reminder messages
• Think of where this is applicable
• Offer product bundles for re-orders
• Re-order series (like abandoned basket)
• Optimize and show cross-sells or customer
favorites
• Use order history to determine incentives?
• E.g. Incentive, or different incentive, based on
AOV or order total
33. Post Purchase Messages
Email Sent
Order Confirmation Immediately
Custom Welcome 1 – 4 Hours
Shipping Confirmation Day 3
Bounceback/Thank You Day 7
Product Care Day 10
Manage Preference/Bday Invite Day 14
Cross-Sell Email Day 18
Product Review Day 21
Coupon Reminder/Offer Day 26
Transactional
Customer
Service
Data/Content
Promotional
* Build this out even further – next purchase coupon
remail at 60 days, lapsed purchaser, surveys, etc.
34. Types of Messages
• Checkout Welcome
• Thank You bounce back
• Customer service
reinforcement
• Product care/Insider tips
• Cross sell/recommendations
• Shoppers club/loyalty card
signup
• Product rating & review
message
• Facebook review message
• Site resources
• Social intro
• Preference center
(preferences are not always
reflected in purchase)
• Offer reminder
• Gift giving messages
• Refer a friend
• Reorder reminder
• Loyalty Messages:
• Welcome to the club
• Benefits message
• Spend tier incentives
39. Who’s Your Carly?
You know where she lives
You know what her weather is
going to be throughout the year
You know what she bought
What messages would
you craft for Carly?
42. Quick Poll
Keys to Creating Customer Loyalty with Effective Post
Purchase Marketing
43. Thank You Message Metrics
Clothing/lifestyle brand retailer
What: 15% off Thank You
message
When: 7 days after purchase
Lift over promo messages:
• Open Rate: +372%
• Click Rate: +123%
• Conv Rate: +662%
• RPE: +8,220%
• Message has generated 5%
of email revenue while
accounting for only 0.6% of
email sends
Household goods retailer
What: Customer Service Thank
You message
When: 7 days after purchase
Lift over promo messages:
• Open Rate: +166%
• Click Rate: +7%
• Conv Rate: +215%
• RPE: +895%
• Message accounts for 2.7%
in revenue while accounting
for only 0.3% of email sends
44. Post Purchase Series Metrics
Personal printing retailer
What: 4 message post purchase
series
Messages: 10% Thank You,
Product Care, Product Review,
Satisfaction Survey
Lift over promo messages:
• Open Rate: +68%
• Click Rate: +65%
• Conv Rate: +20%
• RPE: +367%
• Series has generated 11.6% of
email revenue
Auto parts retailer
What: 3 message post purchase
series
Messages: CS Thank You,
Website Resources, Club
Invitation/Blog Resources
Lift over promo messages:
• Open Rate: +152%
• Conv Rate: +126%
• RPE: +489%
• Series has generated 4.6% of
email revenue while
accounting for only 0.8% of
email sends
46. Post Purchase Considerations
• Remove all recent
purchasers from
promotional message
scheduling
• Remove these contacts
from receiving your
standard welcome series
47. Post Purchase Considerations
• Balance your messages
• Product review, Facebook review, survey &
rate us all benefit the company
• Does your series help build the relationship?
48. Post Purchase Considerations
• Use your brand’s voice
• Use data where applicable
• Upsell, cross-sell, prod recommendations
(including in transactional messages), using
AOV or purchase total for determining
incentives, etc.
50. Loyalty Marketing
• Loyalty programs area great way to show
value and keep customers coming back for
more
• These can be simplistic or advanced, based
on your capabilities. Work within your means
and build from there.
51. Loyalty Marketing
Basic type of loyalty program:
• Spend between $300-$499, get X
• Spend between $500-$999, get X+1
• Spend over $1000, get lifetime X
• Info needed: Lifetime spend
• You can automate messages when contacts gets
close to their threshold in order to push them over
54. Post Purchase Breakdown
A few key points:
• Prevent new contacts from receiving a
welcome series
• Remove an incentive from your welcome
message for newly opted-in contacts
• Exclude contacts from receiving standard
promotional messages
• Include a purchase check prior to sending
welcome series messages
55. Post Purchase Breakdown
Elements of a great post-purchase series:
• Utilizes order data
• Drives revenue
• Increases visits to your site
• Helps you ‘stand out from the pack’
• Increases your brand awareness
• Continues engagement with the consumer
56. Post Purchase Breakdown
Resolve to know your customer better
Be engaging, helpful, and speak to the
customers’ needs and wants
Think of these emails as a customer service
vehicle
Enhance your customer’s experience
59. Your Questions
Keys to Creating Customer Loyalty with Effective Post Purchase Marketing
Brought to you by In association with
Greg Zakowicz
Marketing Strategist
Bronto Software
Andrew Gerrard
Consultant Editor
marketingfinder.co.uk
Editor's Notes
Today’s customers are smart, savvy and fiercely disloyal – and your job is how to appeal to the smart, savvy shopper while building loyalty
Companies spend so much time on the customer acquisition they often neglect the relationship building part of the lifecycle. The fact is that you need to nurture these relationships
Let’s think about it from a customer perspective
How companies differentiate these two people matters. These are two unique people in different stages of the purchase lifecycle, yet many companies treat them as if they are one in the same, yet expect different results. This is why PP messages are so critical!
Enter, post purchase messages
Are lifecycle messages – they are engaging, getting higher opens, clicks and RPE (rev per email).
Ideally you should be targeting your email subscribers with other lifecycle messages, like a welcome series, birthday/anniversary message
So how do we do that?
So where do we start?
How do we approach the post purchase series?
Your goal of post purchase messaging should be to enhance the customer experience.
How do you do this? How do you provide value? Let’s look at the example I just walked through
So how do you develop what messages you send?
Emotions, Trust, Values
** Trust is the foundation upon which loyalty is built
** How does your customer service stack up?
** Once we trust that a company can work with us to resolve a crisis, we automatically feel more loyal to them
There was a study performed that showed customers who had a negative experience which was fixed by the company were MORE LIKELY to become repeat purchasers than those who had a positive experience but no interaction with a company.
By providing excellent customer service, companies can address the issue at hand, prove their trustworthiness and increase customer loyalty
Think honestly about your company. WHY do people shop with you? Why do they come back?
ask yourself:
What makes us different?
Why does that matter to the consumer?
What should they buy from us
And no matter what, don’t over-value yourself! – what are your weaknesses
When you build the series, don’t think of email marketing like most do i.e. send an email, watch it convert. You should think about email as a customer service vehicle.
What sets two online stores apart from one another?
Customer Service: Customer service is a major differentiator between brands and can make or break customer loyalty
You need to excel at customer services
So if this looks familiar here are some simple ways to begin making the lifecycle messaging more meaningful.
So if this looks familiar here are some simple ways to begin making the lifecycle messaging more meaninggful.
Start your branding and customer service experience now!
ONE CLIENT DRIVES 22% OF THEIR EMAIL REVENUE OFF OF THEIR ORDER & SHIPING CONFIRM MESSAGES:
Lift over Promotional Messages:
•Open Rate: +401.7%
•Click Rate: +719.2%
•CTR: +4,100%
•Conv Rate: -33.8%
•AOV: +167.6%
•RPE: +8,462.5%
Start your branding and customer service experience now!
Typical message here – this can be incentivized or non-incentivized…or both. This should focus on cross-sell/upsell if incentivized. Customer Service if not incentivized.
This message can help you more than the customer, but it makes them feel as if they are a part of your customer’s shopping experience.
Be sure to provide some value for the customer here
This message can help you more than the customer, but it makes them feel as if they are a part of your customer’s shopping experience.
Be sure to provide some value for the customer here
POINT 1: Do they purchase gloves or boots in the fall – if so, how about a reminder message leading up to the cold weather season the following year
** What about perfumes, or makeup or other disposable products you may offer?
Think of other products with lifespans
BROOKS RUNNINF SHOES
BROOKS EXAMPLE
Talk about what the messages are achieving – types of messages (rev focused, relationship)
LOOK FOR A BALANCED SCoRECARD
When you build the series, don’t think of email marketing like most do i.e. send an email, watch it convert. You should think about email as a customer service vehicle.
What sets two online stores apart from one another?
Customer Service: Customer service is a major differentiator between brands and can make or break customer loyalty
You need to excel at customer services
Funnel them down the appropriate path
WHO DO THEY BENEFIT?
These messages can tie into your PP messaging
Simply have them sign up and include them on a list. Use that as part fo a segment and provide to them extra incentives, such as extra % off for promos.
Intro thee messages/programs within your PP mesaging
For more organized programs MILLY NY has one with 3rd party partners, private in store events and more