Digitizing Automotive Financing: The Road AheadCognizant
The evolution of digital technologies is enabling automotive financing companies to connect and interact with their customers, allowing auto lenders to take advantage of a new "e-mechanism" for engaging consumers amid digital mind and market shifts.
Afinium White Paper - It's All About the Customer June 2014Afinium
Customer centricity os often talked about but rarely implemented. What is it, what does it mean, why is it essential, how can cloud technology help you achieve it?
Find the Gaps with a Customer Experience Map CRMEvolution 2014jhewitt98
Businesses are constantly seeking ways to more accurately predict customer behavior and attitudes. Analytical models and market research offer robust information, but are you overlooking an innovative approach to discover what your customers are thinking and doing? Customer experience maps examine customer emotions and attitudes through the learn, buy, enjoy, and advocate stages of the customer life cycle. The map identifies the gaps in your customer experience and delivers a framework for effectively improving it. This presentation walks you through the process of creating a customer experience map and gives real-world examples of how a major financial institution and an entertainment loyalty program were able to use their maps to identify gaps in their communications and processes.
As the notion of Web-enabled self-service matures, organizations must be sensitive to customer expectations for relevant information and problem resolution across channels in order to optimize costs and deliver a consistent user experience.
The following presentation examines trends and best practices in Self Service, with respect to consumer trends, company strategies, tools and best practices in various industries.
We have reviewed the following types of Self Services:
Unassisted Self Service - where a customer can complete a transaction / receive the support he/she needs without requiring a human agent’s assistance at all. For example: online booking and ordering, online fund transferring, etc.
Assisted Self Service - where the customer can access the service at his/her own terms, but does require a human agent on the other side, for example: video tellers / conference calls, live chats with a live agent, email / SMS to an agent, etc.
Digitizing Automotive Financing: The Road AheadCognizant
The evolution of digital technologies is enabling automotive financing companies to connect and interact with their customers, allowing auto lenders to take advantage of a new "e-mechanism" for engaging consumers amid digital mind and market shifts.
Afinium White Paper - It's All About the Customer June 2014Afinium
Customer centricity os often talked about but rarely implemented. What is it, what does it mean, why is it essential, how can cloud technology help you achieve it?
Find the Gaps with a Customer Experience Map CRMEvolution 2014jhewitt98
Businesses are constantly seeking ways to more accurately predict customer behavior and attitudes. Analytical models and market research offer robust information, but are you overlooking an innovative approach to discover what your customers are thinking and doing? Customer experience maps examine customer emotions and attitudes through the learn, buy, enjoy, and advocate stages of the customer life cycle. The map identifies the gaps in your customer experience and delivers a framework for effectively improving it. This presentation walks you through the process of creating a customer experience map and gives real-world examples of how a major financial institution and an entertainment loyalty program were able to use their maps to identify gaps in their communications and processes.
As the notion of Web-enabled self-service matures, organizations must be sensitive to customer expectations for relevant information and problem resolution across channels in order to optimize costs and deliver a consistent user experience.
The following presentation examines trends and best practices in Self Service, with respect to consumer trends, company strategies, tools and best practices in various industries.
We have reviewed the following types of Self Services:
Unassisted Self Service - where a customer can complete a transaction / receive the support he/she needs without requiring a human agent’s assistance at all. For example: online booking and ordering, online fund transferring, etc.
Assisted Self Service - where the customer can access the service at his/her own terms, but does require a human agent on the other side, for example: video tellers / conference calls, live chats with a live agent, email / SMS to an agent, etc.
This article written by Diarmaid Byrne, Editor, STQ, was published in issue 07 of Social Technology Quarterly.
Summary: In a data driven economy Programmatic Buying is the approach marketers are shifting to in order to best utilize data and examine their selling strategies better.
By embracing mobile instant messaging, insurance carriers can reduce operating costs and deliver more timely, satisfying and authentic customer experiences.
How Simplify360 helps in Providing Banking Solutions Simplify360
Banking is one industry which needs to maintain a constant contact with their customers. Social Media in such a case is extremely useful. It provides access to a huge customer base aggregated in a single place.
Simplify360, helps banks listen to what the customers are talking and where, to make sure the company keeps their communication on a constant check. Here's how it is done.
Go digital or die. Are Middle East insurers ready?Olivier Bauchart
How quickly would they go in adopting the right digital/business transformation? How far would they go? What would the enablers be? What would the benefits be in doing so…but why would they embark on this journey in the first place? How would an aggregator manage to attract global brands to enrich their panels and increase their conversion rate?
As far as eCommerce, Online Insurance and Aggregators are concerned, let’s structure this outlook in 3 sections spanning Market Reality, Digital Transformation and Business Transformation.
The Data Dilemma: How Can Consumers Trust Brands with Personal InformationIPG Media Lab
As brands collect more data, consumers are understandably concerned about how their personal information will be used. In this POV, we discuss how brands can deliver real value in exchange for data, and the keys to increasing trust.
Affiliate marketing mastermind | Simple work to make more moneyJonayedAhmedRuhan
Introducing Affiliate Marketing Mastermind. Inside this eBook, you will discover the topics about how does affiliate marketing work, understanding your chosen program, different affiliate programs, other affiliate methods network, style affiliate programs, different commission structures, promoting your chosen product and do’s and don’ts.
The principle of affiliate marketing is explained. Inside this eBook, you will discover the topics about the 3 things all affiliate marketers need to survive online, how to become a super affiliate in niche markets, so many affiliate programs! Which one do I choose, which affiliate networks to look out for when promoting, easy profits read more.
One day conference to provide an overview of the retailer and consumer benefits of open standard identity platform solutions including OpenID, OAuth, Portable Contacts, Activity Streams, Open Social, etc.
Additionally, technology and solution providers will be soliciting input and feedback from retailers on how these technologies should evolve to provide further benefits to retailers and their customers.
Digital thinking to transform face-to-face insurance in Asia by Hugh TerryThe Digital Insurer
These are the slides presented by The Digital Insurer at the Insurancecom conference in HK at the Ritz Carlton on 2nd December 2014.
The theme of the conference was profitable strategies for growth in 2015 and this presentation focuses on the opportunity to use digital thinking and trends to create Agency 2.0 and Banca 2.0 models
There are several ways in which banks and marketplace lenders can partner to serve customer needs. This document provides a point of view on ways in which banks and marketplace lenders can partner up and strategic considerations
This article written by Diarmaid Byrne, Editor, STQ, was published in issue 07 of Social Technology Quarterly.
Summary: In a data driven economy Programmatic Buying is the approach marketers are shifting to in order to best utilize data and examine their selling strategies better.
By embracing mobile instant messaging, insurance carriers can reduce operating costs and deliver more timely, satisfying and authentic customer experiences.
How Simplify360 helps in Providing Banking Solutions Simplify360
Banking is one industry which needs to maintain a constant contact with their customers. Social Media in such a case is extremely useful. It provides access to a huge customer base aggregated in a single place.
Simplify360, helps banks listen to what the customers are talking and where, to make sure the company keeps their communication on a constant check. Here's how it is done.
Go digital or die. Are Middle East insurers ready?Olivier Bauchart
How quickly would they go in adopting the right digital/business transformation? How far would they go? What would the enablers be? What would the benefits be in doing so…but why would they embark on this journey in the first place? How would an aggregator manage to attract global brands to enrich their panels and increase their conversion rate?
As far as eCommerce, Online Insurance and Aggregators are concerned, let’s structure this outlook in 3 sections spanning Market Reality, Digital Transformation and Business Transformation.
The Data Dilemma: How Can Consumers Trust Brands with Personal InformationIPG Media Lab
As brands collect more data, consumers are understandably concerned about how their personal information will be used. In this POV, we discuss how brands can deliver real value in exchange for data, and the keys to increasing trust.
Affiliate marketing mastermind | Simple work to make more moneyJonayedAhmedRuhan
Introducing Affiliate Marketing Mastermind. Inside this eBook, you will discover the topics about how does affiliate marketing work, understanding your chosen program, different affiliate programs, other affiliate methods network, style affiliate programs, different commission structures, promoting your chosen product and do’s and don’ts.
The principle of affiliate marketing is explained. Inside this eBook, you will discover the topics about the 3 things all affiliate marketers need to survive online, how to become a super affiliate in niche markets, so many affiliate programs! Which one do I choose, which affiliate networks to look out for when promoting, easy profits read more.
One day conference to provide an overview of the retailer and consumer benefits of open standard identity platform solutions including OpenID, OAuth, Portable Contacts, Activity Streams, Open Social, etc.
Additionally, technology and solution providers will be soliciting input and feedback from retailers on how these technologies should evolve to provide further benefits to retailers and their customers.
Digital thinking to transform face-to-face insurance in Asia by Hugh TerryThe Digital Insurer
These are the slides presented by The Digital Insurer at the Insurancecom conference in HK at the Ritz Carlton on 2nd December 2014.
The theme of the conference was profitable strategies for growth in 2015 and this presentation focuses on the opportunity to use digital thinking and trends to create Agency 2.0 and Banca 2.0 models
There are several ways in which banks and marketplace lenders can partner to serve customer needs. This document provides a point of view on ways in which banks and marketplace lenders can partner up and strategic considerations
Scott Stocker shares the best practices you can follow while upgrading your Sitecore environment to its latest version. He also shares handy solutions for common challenges you may face.
View The Science of Website Redesign, in which we will cover everything you need to know before you embark on the path of redesigning your site: http://bit.ly/9cv7sm
The CMR agency helps companies with a two way relationship with their clients. Customer Managed relations is the beginning of a next wave of change within organisations by addressing customer demand for more control. Companies benefit from CMR as it provides an opportunity to create trust. It creates relationships with customers who feel that they are respected. It promotes customer loyalty and provides new opportunities of being relevant to customers. CMR provides a channel for customers to express their needs and what they want, from which companies can benefit in many ways.
The same line of thinking is sometimes referred to as Vendor Relation Management.
A Framework for Digital Business TransformationCognizant
By embracing Code Halo thinking and a programmatic approach to business process change, organizations can better engage with customers and deliver mass-customized products and services that drive differentiation and outperformance.
SERIES RECAP: As you start planning for 2015, it’s more important than ever to develop real relationships with your customers—creating customer journeys like never before. Over the past 5 months, we hope you were inspired to make the most out of every customer interaction of the customer lifecycle by creating personalized, cross-channel customer journey that will deliver an exceptional brand experience! On December 4th, join Joel Book as he recaps the webinar series and delivers the top 5 things you need to keep in mind when planning for a successful new year.
Speakers: Joel Book, Principal, Marketing Insights, ExactTarget Marketing Cloud
Top 7 Identifiers of a High-Intent ConsumerJornaya
Leveraging data to zero in on the high-intent consumer is on every smart marketer’s radar these days. However, most marketers are overwhelmed by data and unsure of where they should focus their efforts. Here are the seven leading behaviors that represent the most predictive contributors of consumer intent.
Etude PwC "Insurance 2020" : dommage et digital (2014)PwC France
http://bit.ly/AssuranceEnLigne
Pour les compagnies d’assurance, multiplier les échanges numériques avec les clients est un élément essentiel pour les fidéliser et se différencier des concurrents. C’est ce que révèle le rapport de PwC "Insurance 2020: The digital prize – Taking customer connection to a new level". Le cabinet d’audit et de conseil a interrogé plus de 9 000 consommateurs dans le monde, dont 500 français.
Give-Get Framework: Balancing Lead Generation With the Expectations of Techno...Frank Jurden
Effective lead-generation strategy begins with the task of defining
and managing user expectations. Offering clear information contact policies are equally important to increase opt-in.
Why Intent Matters - Shift to the Consumer Journey to Gain a Competitive EdgeJornaya
When a consumer visits your website, visits a competitor's website, calls a call center, fills out a lead form, searches on multiple device types, she is leaving behind a digital trail that enables you to see that consumer's journey toward purchase. When you can see any of these individual events, you gain some insight into the consumer's intent in that moment.
CCF provides near real-time insights into the customer experience and journey that previously could only be obtained through labor-intensive and time-consuming traditional research techniques. By applying predictive technologies to social data, SDL gives companies the means to better understand what customers care about, the reasons behind their actions, their attitudes and triggers for their behaviors, all of which can effectively translate audience experiences into strategic opportunities.
In an 'always on' world where channel-surfing B2B customers demand real-time responses - no matter where they are - what is the optimal role of social media marketing? Roxane Divol, a partner and leader of McKinsey's Marketing & Sales Practice, addressed this question at the ITSMA Marketing Leadership Forum and demystified the emerging role of marketing as a driver of social technologies. She also discussed the tactics and strategies B2B marketers should use to access the touchpoints and datastreams that reinforce the social consumer decision journey. This presentation provides insights into how, when, and where social media influences and uniquely engages customers, as well as current best practices for developing, launching, and demonstrating the financial impact of social media campaigns. More: http://mckinseyonmarketingandsales.com/topics/b-to-b
Similar to Secret to Effective Digital Connection for Insurance Marketers (20)
Triggered Nurturing using Marketing Automation in Sitecore 9edynamic
In the past, triggering a lead nurturing program off of website behavior necessitated the use of data and analytics integrations of some type. For most platforms, it still does, but Sitecore had brought this functionality under one roof in their last version, and improved it even further in Sitecore 9.
Studies upon studies have been done on how efficient you could be, and how much more ROI you’d gain, if you’d just put an organized lead management process in place. Easier said than done though, and best practices are only a good starting point to get your mind around the concept.
Whether you are looking to optimize your CMS or Re-platform to a new one, attend this webinar to walk away with actionable best practices. This webinar will also help you understand the latest cutting edge features available today in best of breed CMS systems and how to use these features to its maximum potential to drive real results.
Law Firm Websites in 2018: Bottlenecks & Recommendationsedynamic
The legal industry is facing significant headwinds due to flat growth, increased competition, and increased client demands. In order to compete in a crowded marketplace, firms must evolve and differentiate themselves to win new business and grow
Progressive Web Apps, also known as Installable Web Apps or Hybrid Web Apps, is the latest industry trend helping businesses create more engaged and loyal customers by presenting regular web pages or websites as traditional applications or native mobile applications to the users.
A Revenue Engine increases revenue for organizations by seamlessly aligning demand gen strategies with business processes and the customer journey, providing a single view of the customer and integrating an optimized CX tech stack.
As marketers, we are all feeling the pressure to measure the impact of every dollar we spend on marketing, and today, there is mounting focus put on the direct revenue impact of marketing on revenue. During this webinar we will showcase a framework for revenue marketers to maximize ROI through their digital marketing efforts.
Engagement strategies for law firms to compete in the age of the customeredynamic
Today’s business relationships can be initiated online using personalized thought leadership content to attract prospects to your firm, engage with your attorneys, and transport them along a buying journey to becoming a client. Your digital platform is now the tool that builds trust and relationships with your clients.
Mid-market marketers’ task is lot tougher compared to large enterprise marketers due to limited budget, lean resources, and complex client needs. For mid-market businesses, it’s vital to be able to compete on a level playing field with industry giants.
Learn how a winning combination of a best-in-class digital experience platform in combination with an award-winning agency with a full Marketing Operations model can drive business success and measurable marketing ROI.
Customers no longer follow neat, linear paths toward a purchase. Instead, they utilize various channels across their lifecycle and with each interaction, your organization must be able to capture their past interactions, preferences, and data to advance their journey – and provide the right customer experience, no matter the channel. With the modern customer journey being nearly impossible to predict, the impact of omni-channel consistency is key.
Contextual Commerce: Best Practices for Winning with Customer Experience with...edynamic
Commerce has evolved. To win customers, you need to win their hearts and minds with customer experience. Great commerce experiences start with understanding your customers, delivering relevant content based on who they are and where they are in the buying journey to allow shoppers to make better-informed decisions and bringing convenience to the buying process.
In the complex mobile technology ecosystem, selecting the right development approach can be intimidating.Sitecore mobile solution makes the entire process simple for marketers and technologists.
Why Marketing is Broken, and how Time to Value fixes it!edynamic
Time to Value is a methodology to increase measurable business revenue using Sitecore in under 30 days. Business demands positive results, Marketers who don’t shift the needle, and who are not data driven simply won’t survive the customer experience revolution.
Crossing Paths: Meet Customers Wherever They Are on Their Journeyedynamic
Caroline Schmid, edynamic’s Vice President for Demand Generation Services will help you to encounter your customers and prospects one-to-one in her session – combining marketing technologies for omni-channel communication.
Monthly Social Media News Update May 2024Andy Lambert
TL;DR. These are the three themes that stood out to us over the course of last month.
1️⃣ Social media is becoming increasingly significant for brand discovery. Marketers are now understanding the impact of social and budgets are shifting accordingly.
2️⃣ Instagram’s new algorithm and latest guidance will help us maintain organic growth. Instagram continues to evolve, but Reels remains the most crucial tool for growth.
3️⃣ Collaboration will help us unlock growth. Who we work with will define how fast we grow. Meta continues to evolve their Creator Marketplace and now TikTok are beginning to push ‘collabs’ more too.
In this presentation, Danny Leibrandt explains the impact of AI on SEO and what Google has been doing about it. Learn how to take your SEO game to the next level and win over Google with his new strategy anyone can use. Get actionable steps to rank your name, your business, and your clients on Google - the right way.
Key Takeaways:
1. Real content is king
2. Find ways to show EEAT
3. Repurpose across all platforms
Mastering Dynamic Web Designing A Comprehensive Guide.pdfIbrandizer
Dynamic Web Designing involves creating interactive and adaptable web pages that respond to user input and change dynamically, enhancing user experience with real-time data, animations, and personalized content tailored to individual preferences.
It's another new era of digital and marketers are faced with making big bets on their digital strategy. If you are looking at modernizing your tech stack to support your digital evolution, there are a few can't miss (often overlooked) areas that should be part of every conversation. We'll cover setting your vision, avoiding siloes, adding a democratized approach to data strategy, localization, creating critical governance requirements and more. Attendees will walk away with actions they can take into initiatives they are running today and consider for the future.
How to Use AI to Write a High-Quality Article that Ranksminatamang0021
In the world of content creation, many AI bloggers have drifted away from their original vision, resulting in low-quality articles that search engines overlook. Don't let that happen to you! Join us to discover how to leverage AI tools effectively to craft high-quality content that not only captures your audience's attention but also ranks well on search engines.
Disclaimer: Some of the prompts mentioned here are the examples of Matt Diggity. Please use it as reference and make your own custom prompts.
Everyone knows the power of stories, but when asked to come up with them, we struggle. Either we second guess ourselves as to the story's relevance, or we just come up blank and can't think of any. Unlocking Everyday Narratives: The Power of Storytelling in Marketing will teach you how to recognize stories in the moment and to recall forgotten moments that your audience needs to hear.
Key Takeaways:
Understand Why Personal Stories Connect Better
How To Remember Forgotten Stories
How To Use Customer Experiences As Stories For Your Brand
Gokila digital marketing| consultant| Coimbatoredmgokila
Myself Gokila digital marketing consultant located in Coimbatore other various types of digital marketing services such as SEM
SEO SMO SMM CAMPAIGNS content writing web design for all your business needs with affordable cost
Digital Marketing Services | Techvolt Software :
Digital Marketing is a latest method of Marketing techniques widely used across the Globe. Digital Marketing is an online marketing technique and methods used for all products and services through Search Engine and Social media advertisements. Previously the marketing techniques were used without using the internet via direct and indirect marketing strategies such as advertising through Telemarketing,Newspapers,Televisions,Posters etc.
List of Services offered in Digital Marketing |Techvolt Software :
Techvolt Software offers best Digital Marketing services for promoting your products and services through online platform on the below methods of Digital marketing
1. Search Engine Optimization (SEO)
2. Search Engine Marketing (SEM)
3. Social Media Optimization (SMO)
4. Social Media Marketing (SMM)
5. Campaigns
Importance | Need of Digital Marketing (Online Promotions) :
1. Quick Promotions through Online
2. Generation of More leads and Business Enquiries via Search Engine and Social Media Platform
3. Latest Technology development vs Business promotions
4. Creation of Social Branding
5. Promotion with less investment
Benefits Digital Marketing Services at Techvolt software :
1. Services offered with Affordable cost
2. Free Content writing
3. Free Dynamic Website design*
4. Best combo offers on website Hosting,design along with digital marketing services
5. Assured Lead Generation through Search Engine and Social Media
6. Online Maintenance Support
Free Website + Digital Marketing Services
Techvolt Software offers Free website design for all customer and clients who is availing the digital marketing services for a minimum period of 6 months.
With Regards
Gokila digital marketer
Coimbatore
Enhancing a Luxury Furniture E-commerce Store with Expert Shopify ManagementSunTec India
SunTec India's expertise in Shopify store management has been a game-changer for a luxury furniture e-commerce business. Through meticulous optimization of product listings, strategic SEO practices, and an enhanced user experience, this case study details the successful outcomes of their collaboration, including increased traffic, higher conversion rates, and stronger brand presence.
Read more- https://shorturl.at/yl3MU
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
Elevate your trade show game with our comprehensive guide on creating an interactive booth that captures attention and drives engagement! In this presentation, Blue Atlas Marketing shares practical tips and creative strategies to transform your trade show presence. Learn how to use digital displays, interactive demos, and engaging activities to attract visitors and make lasting impressions. Whether you're a trade show veteran or a newcomer, these insights will help you stand out from the crowd and maximize your event success. Dive into our slides to discover how to turn your booth into a dynamic and interactive experience!
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.
2. 1
eDynamic, Wednesday, May 21, 2014
1
1
2
3
GREENFIELD OPPORTUNITY
FOR MARKETERS
KEY INSIGHTS
HOW MATURE IS YOUR DIGITAL
MARKETING?
4 THE WAY AHEAD
3. 2
eDynamic, Wednesday, May 21, 2014
DidYouKnow?
Retail/B2C
1. Increase of 50% in quote performance can
lead directly to a 15% improvement in
conversion,from13%to15%ofconsumers
entering the quote process [Source : Forrester
Research]
2. 68% of customers who had a positive
experiencesaythey“definitelywill”returnto
thewebsite,comparedwith21%percentof
those who had a negative experience.
[Source : JD Power Rankings]
3. Requesting a quote and finding policy
information are the two most difficult tasks
among online insurance buyers [Source : JD
Power Rankings]
Commercial/B2B
1. Roughly85%brokers/producersin
2013 agree that they are more
willing to place business with
carriers that offer useful websites,
similar to producer sentiments
found in prior years. [Source : LOMA
and LIMRA]
2. More than 70% brokers in 2013
agree that they need personalized
engagement and thought
leadership enablement to drive
higher premium renewals. [Source:
Forrester Research]
4. 3
eDynamic, Wednesday, May 21, 2014
TheMarketer’sperspective
WEB MOBILE EMAIL SOCIAL
Cross-channel Engagement
YOUR FIRM: WEB
EXPERIENCE
YOUR FIRM:
MOBILE
EXPERIENCE
YOUR FIRM:
EMAIL
EXPERIENCE
YOUR FIRM:
SOCIAL
EXPERIENCE
5. 4
eDynamic, Wednesday, May 21, 2014
YOUR FIRM: ONE BRAND AND CONTENT EXPERIENCE
TheCustomer’sperspective
COMMUTING IN MEETINGS AT LUNCH AT THEIR DESK AT HOME
Device: TabletDevice: DesktopDevice: PhoneDevice: TabletDevice: Tablet
Channel: WebChannel: EmailChannel: TwitterChannel: WebChannel: Email
6. 5
78%
78 PERCENT OF MARKETERS
INTERVIEWED BY FORRESTER
BELIEVE THAT CROSS-CHANNEL
MARKETING IS “IMPORTANT” OR
“VERY IMPORTANT” TO THEIR
BUSINESS.
Forrester, 2012
7. 6
54%
54% OF MARKETERS WHO HAVE
IMPLEMENTED WEB
PERSONALIZATION GENERATED
POSITIVE ROI WITHIN MONTHS OF
IMPLEMENTATION
Neolane Survey, 2013
8. 7
69%
69 PERCENT OF SENIOR
MARKETERS BELIEVE THAT
WEBSITE PERSONALIZATION
IMPROVES CLIENT CONVERSION.
eMarketer, 2011
9. 8
72%
72% OF MARKETERS SEE THE
IMPORTANCE OF ONLINE
PERSONALIZATION BUT DON’T
KNOW HOW TO INCORPORATE IT.
eConsultancy, Realities of Online Personalization, 2013
10. 9
PERSONALIZATION—MARKETERSAREDOINGALOTOFITNOW
PERSONALIZATION IS BEING TAKEN
FROM ANY OR ALL OF THE
FOLLOWING SOURCES OF INSIGHT
1. Users' profiles and preferences:
everything they’ve told you
about themselves (if you
already know them).
2. Customers' history with you:
using intelligence from what
they’ve done on your site, in
your community, in response
to your emails, etc.
4. How they found you: the search
terms that delivered them, or a
tagged campaign URL that
they clicked on.
5. Their immediate behaviors: what
they’re doing in the current
session (clickstreams, site
searches, etc.).
6. Customer life stage: leveraging
insight - a new prospect
reading up on you, a
past/inactive customer or an
existing customer looking to do
more with you, a wholesale
broker or retailer that’s
considering placing more
business with you.
14. 13
MARKETERS ARE MOVING DOWN THE RIGHT PATH
Returning customers are bring treated like returning customers. Even the
smallest acknowledgement that you know who they are goes a long
way.
Geography is providing a simple start to targeting. One hotel chain
improved bookings by serving up different offers to visitors from
different countries.
For B2B (business to business) firms, starting with vertical industry
targeting is a no-brainer. Marketers are using IP-lookup plug-ins (e.g.
DemandBase) to find out customer/prospect whereabouts and
personalizing, in real time.
STARTINGSMALLANDGROWINGBIG
17. 16
eDynamic, Wednesday, May 21, 2014
Digitalhaschangedthewaycustomerssearch…andbuy
Source: Bain Consumer Survey 2012
Buying directly from a
carrier or via agents
are still highly
preferred but …
Customers want to be
able to use the channel
convenient to the
moment, whether
that’s a website,
captive team/call
center or a video chat
with a broker.
23. 22
eDynamic, Wednesday, May 21, 2014
Customerswantsimplicity,visibilityandcontrol.
Understandwhothecustomer is:Understand
customersegmentsandhowtheybuy
Beaconsultanttothecustomer :Suggest
productsinlinewiththeneeds
Simplifyproductsthataresoldonline:
Gamification,policydetails
ConnectonMultiplechannels:enable
customertoswitchchannelsseamlesslyand
withoutlosinginformation
Provideconnectwiththerightintermediaryfor
complexproducts -videochatswith
underwritersandadvisors
Encouragedialoguebetweencustomerson
productsandservices
Research and compare
various policies
View policy details,
make policy changes
Pay premium bills
Contact agents/brokers
Self-service portal Cross-Sell Opportunities
Key Functions on Digital
Search for the right
policy
Getting Educated about
the nuances of policies
Consult financial
Advisors /Brokers
Review what other
customers are buying
Premium Quote/
Calculation
Gamification and
Decisioning Tools
OurPOV:HowMarketersMustRespond..
26. 25
eDynamic, Wednesday, May 21, 2014
CONTENT MARKETING WITH CONTEXT
SMART MARKETERS ARE
ENTICING CUSTOMERS TO
REACT AT VARIOUS POINTS
SUPERIOR DEMAND GEN
BEING DRIVEN BY REDUCING
THE GAP IN ADOPTION OF
CONTENT
27. 26
eDynamic, Wednesday, May 21, 2014
DOVETAILING CONTENT TO AUDIENCE AND STAGE
SMART MARKETERS ARE
WEARING THEIR CUSTOMERS’
HATS WITH CONTENT
SUPERIOR DEMAND GEN
BEING DRIVEN BY
OVERCOMING THE FUD’S OF
PROSPECTS AT STAGES
THROUGH CONTENT
28. 27
eDynamic, Wednesday, May 21, 2014
MARKETERS GETTING MORE SOPHISTICATED
CONTEMPORARY CONTENT
MANAGEMENT TECHNOLOGY IS
DELIVERING WHAT MARKETERS
NEED
1. Rules based personalization—
the visitors behavior triggers
personalization
2. Persona based personalization—
the visitor “looks like a…” is
informing personalization
3. Cross-channel personalization
(contextualization)—broad
analytics from web, email,
social and other channels are
informing personalization
30. 29
eDynamic, Wednesday, May 21, 2014
BASIS OF CONTEXT AND PERSONALIZATION
MARKETERS ARE USING DATA
FROM ONE SYSTEM TO
POWER ANOTHER
Web CMS, Video Delivery
platform, Content Posting
platform
Social
Marketing
Management
Marketing Automation
CRM
Common
Customer
Context
33. 32
eDynamic, Wednesday, May 21, 2014
Acquiringcustomerseffectively
CustomerAcquisitionOfferingprovidescarrierswiththeabilityto
generate,manage,nurtureanddistributeleadseffectively
Search Decisioning Empowerment
SOLUTION ELEMENTS REQUIRED
Search, Social, Display and
email marketing
Portal with quote/RFP, bind
and buy decision enablement
Nurturing and cross- selling
with progressive profiling
34. 33
eDynamic, Wednesday, May 21, 2014
Acquiringcustomerseffectively
CustomerAcquisitionOfferingprovidescarrierswiththeabilityto
generate,manage,nurtureanddistributeleadseffectively
Search Decisioning Empowerment
SOLUTION ELEMENTS REQUIRED
Search, Social, Display and
email marketing
Portal with quote/RFP, bind
and buy decision enablement
Nurturing and cross- selling
with progressive profiling
Search
Engine
Optimisation
SEM/ Pay Per
Click
Email
Marketing
Social Media
Marketing
Website
/Mobile Site
Content
Lead
Generation
Email
Marketing
Recommenda
tions and
cross-selling
Persona
based Selling
Integration
with backend
systems
Broker/
Underwriter
chat
Broker
contact/Agen
cy Sites
Cross-Selling
Renewal/
Reminders
Claim
Tracking
Financial
Planning
Tools
Customer
Portals
My Profile
Goals :
Acquire More Leads
Goals :
Convert leads to customers
Goals :
Retain and Cross-Sell
35. 34
eDynamic, Wednesday, May 21, 2014
34
1
2
3
GREENFIELD OPPORTUNITY
FOR MARKETERS
KEY INSIGHTS
HOW MATURE IS YOUR DIGITAL
MARKETING?
4 THE WAY AHEAD
36. 35
eDynamic, Wednesday, May 21, 2014
OBJECTIVES
BasicPresence on
web
KPIs aretraffic
related
ELEMENTS
Website |Newsletter |
Analytics |Search
Entry Stage
OBJECTIVES
Grow revenues
directly, withagencies
KPIs aretied to
business growth
ELEMENTS
Website |Mobile|
Cross- channel Analytics
|Sales Enablement |
Outsourced
SEO/SEM/SMO
Tactical Stage
OBJECTIVES
Optimising web
engagement with
digital platforms such
asCMS&marketing
automation
KPIs aretied to
effective demand gen
ELEMENTS
Website |Mobile|
Analytics |Campaign
Management |CMS
Marketing Automation
Automation Stage
1
2
3
4
5
OBJECTIVES
Nurture prospects
andcustomers to
close sales
KPIs aretied to
revenue, leads &
progress
ELEMENTS
Website |Mobile|
Analytics |
Segmentation |
Targeting |Overall
Digital Automation
OBJECTIVES
Online/Offline
channel Integration
KPIs aretied to
business growth, sales,
offline online
integrated analytics
ELEMENTS
Integrated Marketing
Technology |Offline/
Online Analytics |
Seamless Customer
profiling andtargeting
Optimisation Stage
Closed Loop Stage
OurPOV: Howmatureisyourdigitalmarketing?
37. 36
eDynamic, Wednesday, May 21, 2014
OurPOV: Howmatureisyourdigitalmarketing?
Identified
Prospect
Anonymous
Prospect
Existing
Customer
Understand Customer Personas
Create Content Strategy and
map aligned with buying cycle
Determine Digital Touch Points
Map to Buying Journeys
Search
Web
Email
Social
Partner
Sites
Newsletters
Blogs
Website
Testimonials
Reviews
Social Ads
Surveys
Surveys
38. 37
eDynamic, Wednesday, May 21, 2014
OurPOV: Howmatureisyourdigitalmarketing?
Consider Evaluate Buy Experience Advocate Bond
Understand User
Personas, capture
their behavior
Progressively
profile, personalize
experience and
content
Map the Content
to be served at
each stage
Blog
New
Product
Specs
Finance
analysis
tools
Have all data in
CRM and other
systems for scoring
and transition
Identified
Prospect
Anonymous
Prospect
Existing
Customer
Handover more
sales ready leads to
captive
teams/agents
9
7
6
39. 38
eDynamic, Wednesday, May 21, 2014
38
1
2
3
4
GREENFIELD OPPORTUNITY
FOR MARKETERS
KEY INSIGHTS
HOW MATURE IS YOUR DIGITAL
MARKETING?
THE WAY AHEAD