Foredragsholder er Bo Sannung, Head of Center of Excellence, Customer Intellegence i SAS Institute: Marketing Treatment Strategy handler om hvordan man gir hver enkelt kundesegment spesifikke tilbud for å optimalisere kundeverdien.
Hvordan individualisere håndteringen av kunder og samtidig optimalisere kundeverdien? Gjennom eksempler vil du få innsikt i Marketing Treatment Strategies - både den analytiske delen med kundeinnsikt, segmentering og prediksjon, men også hvordan omsette innsikten i praksis. Under innlegget vil du få praktiske råd og verktøy. I tillegg vil Sannung også dele trender og tendenser fra DMA 2012 konferansen.
http://www.dma12.org
Bo Sannung er Nordisk direktør for Customer Intelligence i SAS Institute. Bo Sannung har bakgrunn fra byråbransjen og store nordiske selskaper innenfor salg, marked, CRM og analyse. Sannung underviser også på Copenhagen Business School og CRM Akademiet.
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«Marketing Treatment Strategy» - veien til økt kundeverdi
1. Highlights from DMA and
creating communication
with left & right side brain
Bo Sannung, Nordic director of Centre of Excellence - IMM
9 NOVEMBER 2012 2012 COPYRIGHT SAS INSTITUTE
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2. Digital Dashboard
Competitor Earned Bought Owned
You
Comp 1
Comp 2
Comp 3
Comp 4
9 NOVEMBER 2012 2012 COPYRIGHT SAS INSTITUTE
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6. Time to Get it Right
Treat customers the way we want to be treated…
…and generate double-digit increases in response and revenue
Overview
7. On any given day, the Message Overload
customer will be
exposed to nearly 3,000
media messages.
They will pay
attention to 52.
They will positively
remember 4.
The chance they will
remember your ad is
0.013%!
D. Mastervich, VP, Sales Strategy, U.S. Postal
Service, VDP Conference Presentation
7 Step 3: Multichannel Marketing
8. “Per the DMA, 93% of
Let’s Define “Relevance”
marketers using multiple
channels have attempted to 1. Right message.
integrate their messaging.
Only 27.4% of these
said their efforts 2. Right time.
are „effective‟. . .”
DMA Report, “Rowing
3. Right person.
as One: Integrated
Marketing Today,” 4/11 4. Delivered per that individual’s media preferences.
Integrated,
multichannel
irritation!
Without this, all we have
achieved is. . .
8 Step 3: Multichannel Marketing
9. 5 Principles of Multichannel Marketing
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5: Customer Lifecycle Marketing: 1) Communications must be
deployed at appropriate points in the buying cycle, and
2) Contacts should be driven by opt-in preferences.
4
4: Re-conceive Inbound as a high value customer interface. By
definition, Inbound callers are more 1) Qualified, and
2) Likely to spend.
3 3: Synchronize your multichannel mix with
and value.
precision
2: Create processes for generating feedback from your social media
2 channels and your sales and service reps. This will provide ongoing
qualitative and quantitative VoC guidance.
1 1: Start with the Customer (VoC).
Step 3: Multichannel Marketing
10. Don’t
re-engineer
This economy and social
media have profoundly
your changed buyer’s priorities
relationship and expectations.
marketing If you have not
strategies from recalibrated strategies
within the past 12
the isolation months, you are out of
of your sync with your customers.
conference VoC insights ensure you
room. . . develop truly customer-
focused strategies to drive
relevance and revenue.
10 Step 1: VoC Research
11. VoC Learnings
Question Answer
Which has more impact on Engagement/Relationship
retention and repeat strength has 12 times more
purchases; influence on retention and
Customer Satisfaction or repeat purchases than
Customer Satisfaction.
Engagement/Relationship?
Satisfaction is a minimum
expectation.
11 Step 1: VoC Research
12. VoC Learnings
Question Answer
Which is a more significant Engagement/Relationship strength
has 18 times more influence on
driver of word of mouth
word of mouth recommendations
recommendations; than Satisfaction.
Customer Satisfaction or
This has profound implications for
Engagement/Relationship? re-allocating greater budget for
Retention/ Relationship building.
12 Step 1: VoC Research
13. VoC Learnings
4. The Importance
of Community
Per McKinsey research, as cited in the Wall Street Journal, people who
participate in an effective online community, return to a site:
times as often times as long This represents a 45
time increase in
loyalty!
Step 1: VoC Research
14. Community-driven,
online marketer
specializing in
T-shirts designed
by members of According to the Sloan Management Review:
the community. 95% of those purchasing from Threadless.com have
Community is made up voted and posted comments…before making a
of 3 groups: purchase.
1. Purchasers
2. Designers
3. Reviewers Results:
• Over 1 million users,
• Over $30 million dollars in annual sales,
• Approximately 30% margins.
Step 1: VoC Research
15. As a result, customers and
prospects view
personalization as
the next step in a company‟s • Personalization is viewed as a service and benefit, not
commitment to service just a sales tool.
excellence.
• Online shoppers view personalization as a requirement
for their preferred shopping venues, rather than as
simply a perk.
• Many BtoB decision-makers use Amazon
as their point of reference regarding expectations for
BtoB personalization.
• BtoB and BtoC marketers have to at least match Amazon!
15 Step 2: Opt-In Engagement
16. Meaningful Personalization
Customers are also savvy regarding the
type of personalization they want.
They want it to be more than just transaction-
based.
“I expect more than just ‘we’ve looked at
everything you’ve bought over the last X years
and this is what we think you’ll like’. With
today’s technology, I expect much more than
that!”
Step 2: Opt-In Engagement
17.
18. Customer Engagement
We at Academic PCS would like to see Flash in 64-bit version as soon as possible.
This is very important creating and taking advantage of current hardware technologies.
Step 1: VoC Research
19. Customer Engagement
“…customers with highest feedback scores
also had the greatest lifetime values.
Differences in lifetime value between customers with
lowest and highest feedback scores ranged from:
43% among retail customers to 288% among key
business accounts."
Forrester Research, 12/8/11
Step 1: VoC Research
20. VoC Learnings
1. Providing Value
“Self-serve makes it
easy for you, not the
“Don’t just sell me the customer.”
service. Provide ongoing
value at key times.”
“Email blasts do not
“The quality of your equal ‘relationships’.”
service is key to how we
judge you.”
Step 1: VoC Research
21. VoC Learnings
2. Relationships
“The fastest way to
be forgotten is to buy
from you.”
“We buy. You disappear
without a trace.
Oh, except for the monthly
bills.”
“Relationship?
You guys are about ‘buy
and die’!”
Step 1: VoC Research
22. VoC Learnings
3. The Web
“When you tell me to go
“I don’t just want to “An easy navigation and
to the web for service,
transact. I want to commerce process is a
especially when I am
connect with your minimal competency. . .
growing old waiting for
company, your brand You better be at least as
a phone rep, what I hear
and your community.” good as Amazon.”
is, ‘Go. . . help yourself.”
In Step 4, we’ll analyze the site BtoB magazine ranked #1, and see
how it compares, per VoC Research findings.
Step 1: VoC Research
23. Global CMO Survey:
For 42% of CMOs:
“…representing the voice of the customer
is one of the most critical factors in ensuring
personal success as a marketer”.
“CMOs and their peers understand that the real challenge is
…to become the experts of the customers…They must understand what customers
represent for the whole organization to help shape the strategy for the overall
business.”
-- Luca Paderni, VP and Principal Analyst, Forrester.
Heidrick & Struggles and Forrester Research, 1/23/12
Step 1: VoC Research
24. Using Voice of Customer
to Increase Engagement &
Drive Sales
25. Who We Are
• Launched in 2007
• Flash-sales category founder in
US and leader with over $500MM
revenue
• Curate broad range of daily sales
• Evolved beyond women’s fashion
to Men, Home, Kids, Travel, Food
& local offerings
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26. How We Use VoC
• Measure VoC: Utilize various sources including purchase,
browsing, waitlist, email click, as well as an advisory panel to get
member feedback
• Share VoC Insights Internally: Weekly presentation by the
Customer Service team to share VoC insights to senior
management
• Disposition Reporting: To keep middle-management up to date
• Customer First Experience: mandatory experience for all Gilt
Employees focused on connecting employees with actual VoC
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27. How We Use VoC
• Personalization
• Merchandising
• Segmentation
• Policies
• Loyalty
• Social Engagement
• Customer Service
• Launch of New Businesses
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28. How We Use VoC - Personalization
• We produce 2,500+ versions of personalized emails
• VoC drivers include: purchase,
browsing, email click, and
brand preference
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29. How We Use VoC - Personalization
• Favorite brands are appended to
one’s profile and help drive e-mail
personalization
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30. How We Use VoC - Personalization
“I don’t buy men’s goods on gilt.com because
they sizing information isn’t good enough, you
have only general size information, you need to
have brand specific size info.”
Clothing by A.P.C is cut on the slimmer
side of the sportswear spectrum,
making for a modern European fit …
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31. How We Use VoC -
Merchandising
• Use Facebook’s Face Off Application to
empower members to curate sales
Which handbag do you like best? Vote for your favorite and
we‟ll feature it as our Facebook Fan Pick in the Kooba sale
starting Thurs. 3/22 at noon ET. Click below the play button
below to vote right from your newsfeed.
31
32. How We Use VoC - Merchandising
• Announce winning selection on Wall and drive
to sale featuring the “Facebook Fan Pick”
label
And the Kooba Face-Off winner is…the Maci, with 206
votes! Find the Maci in today‟s Kooba sale along with
other styles we love from the line: http://gi.lt/GKofqP 32
33. How We Use VoC -
Merchandising
• Use Facebook’s Face Off Application to
empower members to curate sales
KPI RESULTS
Engagement 7X Higher than average post
Likes & Comments
Unique 5X Higher than average post
Impressions
Unique fans who have
seen the post
33
34. How We Use VoC - Merchandising
• Crowd source ideas involving fans to create new
products
Fans vote Fans vote
on favorite on favorite
design color
We‟re thrilled to announce that Rebecca Minkoff will be We‟re exited to reveal that the winning sketch
producing a handbag exclusively for Gilt Members. Even be produced by Rebecca Minkoff exclusively
to
better – we want you to be a part of the process. Vote on for Gilt is “Luscious Hobo with Spine Studs”!
your favorite design by liking one of the two sketches, and Now‟s your chance to select the handbags
the sketch with the most votes will be produced. Be sure color. Vote on one of the swatches below by
to tell your friends to vote… liking the picture…
And the winning Rebecca Minkoff handbag combination is…”Luscious Hobo” with spine
studs in soft leather metallic rose gold. Keep your eyes peeled for this creation,
available only to Gilt members. Big thank you to everyone who voted.
Winner is shown 34
35. How We Use VoC - Merchandising
• Crowd source ideas involving fans to create new products
KPI RESULTS
Engagement 27X Higher than average post
Likes & Comments
Unique 4X Higher than average post
Impressions
Unique fans who have
seen the post
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36. How We Use VoC - Segmentation
Brand Seekers Self-Expressionists
“I am always shopping to “My style is an expression of my
keep up with the latest personality. I am always looking
fashions. I own the hottest for inspiration …”
brands”
36
37. How We Use VoC - Policies
• Online Panels, Customer Service Feedback and
Research told us that Shipping Fees were biggest
customer pain point
• Verified with quantitative research and testing, then
reduced fees
37
38. How We Use VoC - Policies
• Measure the impact of new shipping fee policies on Consumer Awareness
and Satisfaction:
“In general, the cost of shipping on Gilt is:”
Just right
Old Policy 16%
52%
New Policy
Just right
Much too high
Somewhat too high
Just right
Lower than you would expect
I don't know enough about the 38
current shipping policies to answer
39. How We Use VoC – Loyalty
• Quarterly member dinners provide “multi-
channel” insights and ensure that strategies
and policies are on track
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40. How We Use VoC – Loyalty
• Quarterly member dinners…
KPI RESULTS
Spending by Best 10-15X Higher than average
Customers customer
Churn Rate 50%+ Lower than average
customer
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41. How We Use VoC – Social
Engagement
• Senior Officers engage with members
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42. How We Use VoC – Social Engagement
• Senior Officers engage with members
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43. How We Use VoC – New Businesses
• Gilt Taste idea originated
from Gilt Employee
• Business launched
within 5 months
• With that speed VoC
was crucial to getting it
right:
• Customer Surveys
• Advisory Board
• Usability
43
44. Bringing High Quality Customer Service Into The
Social Arena
• Authenticity: Team is encouraged to be
themselves
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45. Bringing High Quality Customer Service Into
The Social Arena
• Follow Up: Social feeds are tagged for follow
up, even if it takes months
45
46. Bringing High Quality Customer
Service Into The Social Arena
• Transparency: All postings are valid
46
47. Bringing High Quality Customer Service Into The
Social Arena
• Surprise & Delight:
• Per CSR Feedback, women often
volunteer that they are pregnant.
• Team is trained to actively
engage with members and
empowered to surprise and
delight.
47
48. 5 Tactics to Leverage VoC
1. Listen and Invite Feedback
2. Respond, always, and make responses personal
3. Drive Awareness of VoC in organization, make it core
to the Culture
4. Start somewhere, you don’t need a lot of resources to
begin listening to your Customers
5. Follow up, we are sometimes wrong and so are
customers
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49. 5 Tactics to Leverage VoC
BONUS:
• Do Not Wait! to hear from your customers
• Recently launched an outreach program to
proactively re-activate lapsed (best) members
“Thank you for reaching out and I look forward
to working with you. What fun! "
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50. 5 Tactics to Leverage VoC
• Best Customer Outreach Call Program
KPI RESULTS
Reactivation +45% vs. control group
Incremental Sales +40% vs. control group
From reactivated customers
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