The document discusses social CRM, which amplifies traditional CRM by incorporating social media and conversations. Social CRM focuses on nimble, hyper-responsive dialogue rather than one-way marketing. It provides examples of how Nike, American Express, Oakley, BMW, and Starbucks have successfully applied social CRM strategies like social sign-on, social segmentation, targeted messaging, and social loyalty programs. The document also discusses how British Telecom used a social CRM community to reduce call volumes. In the end, it identifies opportunities for using social CRM to increase revenue, decrease costs, stimulate innovation, and move to more relevant conversations.
Attributions are basically a tool to answer two business questions, How do people decide to buy and how do they actually buy.
Let’s cover some basic pre-requisites that you should know already and then go deeper into attribution modelling and its implementation.
As a digital strategy agency - our focus is helping clients deliver the right message to the right audience at the right time.
From a framework - we created an overview of 13 current media channels designed to help identify the correct strategy, target, and audience.
For more information - please visit http://www.digitalspaceconsulting.com.
How to become successful with Digital Marketing PlatformsHippo
How to become successful with Digital Marketing Platforms
Like this presentations? Upcoming webinars and videos on brighttalk.com/channel/14093/hippo-cms
Attributions are basically a tool to answer two business questions, How do people decide to buy and how do they actually buy.
Let’s cover some basic pre-requisites that you should know already and then go deeper into attribution modelling and its implementation.
As a digital strategy agency - our focus is helping clients deliver the right message to the right audience at the right time.
From a framework - we created an overview of 13 current media channels designed to help identify the correct strategy, target, and audience.
For more information - please visit http://www.digitalspaceconsulting.com.
How to become successful with Digital Marketing PlatformsHippo
How to become successful with Digital Marketing Platforms
Like this presentations? Upcoming webinars and videos on brighttalk.com/channel/14093/hippo-cms
Alex Blaikley, Industry Head at Google, presented on the future of Display Advertising at our Real-Time Bidding Best Practice Seminar.
Find out why with RTB you know longer have to choose between accountability and effectiveness.
Use cases & programmatic ecosystem: How to cover all marketing objectives?Simalaya SA
Programmatic Advertising allows Marketers to tailor messages covering several objectives such as brand awareness, customer acquisition, development or loyalty and retention. We can identify multiple use cases as well as different solutions and players on the market to implement them.
Every advertiser has its own Digital & Programmatic ecosystem: RTB, DMP, DSP, CRM, TMS, Analytics and so on...
Simalaya's conference at the Programmatique Expo 2015 provides key insights to understand this complex ecosystem.
Choosing the Right Trading Desk for Your Display Programmatic BuyingAcquisio
This is the first year in the history of advertising where display has surpassed spending on search in the US, and for agencies leaving display out of their marketing mix, there’s no better time than now to find the right trading desk to help you run and manage your clients display advertising.
With so many display buying services and vendors out there, it can be overwhelming to find exactly what fits your needs. Whether your agency is just getting started in display or if you’re looking for a new more transparent display management solution, here are the questions you should ask in order to understand exactly what you’ll be getting from an agency trading desk.
Digital marketing is the promotion of services or products using digital technologies. Below are five types of Digital Marketing and understand which one will serve your business objectives.
Executive summary of a seminar given by Tim Dolan of Kickframe to a group of Canadian marketers. The focus of the session was to provide a strategic foundation for planning digital marketing. The approach for this session was:
1. To go broad across the digital marketing toolbox, and not deep on a specific tool
2. To provide guiding principles that are lasting, and not more specific tactical advice
3 . To arm participants with relevant planning tools that they could take and put into action
This is an overview of the ad tech ecosystem. Research was conducted by Thomvest Ventures. It covers topics such as DSP, SSP, Agency, Video, Mobile, and TV advertising.
The New and Exclusive Free Paper from Email Marketing
Guru David Daniels: The Reinvention of Email Marketing
and the Future of Connected Marketing
The continued growth of email and digital marketing is creating new opportunities, but marketers are challenged by non-integrated disparate channel-centric technology solutions. To address this challenge, Email Service Providers will morph to be recognized as Connected Marketing Service Providers, with email as the hub to social and mobile marketing activities.
Given the need to create efficiencies across channels and drive effectiveness through increased sophistication, marketers must calibrate their vendor selection process to reflect emerging marketing certainties to understand the intersection of integration cost and value.
Lyris is proud to have exclusive pre-release distribution rights to the new paper by industry expert David Daniels, The Reinvention of Email Marketing and the Future of Connected Marketing. This former Forrester Research analyst, CEO and Founder of The Relevancy Group, and industry thought leader who Direct Magazine calls, "One of the most influential experts in email marketing," details the emerging criteria by which innovative email marketing practitioners should best evaluate vendors in the space.
Let the The Reinvention of Email Marketing and the Future of Connected Marketing show you how you can optimize the customer lifecycle through connected marketing.
Programmatic advertising is primed for another monumental year, with total US programmatic digital display ad spending expected to reach $14.88 billion and for the first time ever account for more than half of all digital display ad dollars. Topics in this webinar include: How will the nearly $15 billion break down into areas such as open exchanges, private marketplaces, programmatic direct, video and mobile? How is programmatic evolving from a primarily open marketplace to a more private and direct one? Should marketers expect programmatic to infiltrate the ad-buying process on newer screens like wearables and older ones like TV?
Pardot Elevate 2012 - Implementing and Re- implementing Pardot with Your CRM ...Pardot
A well-thought-out CRM integration will lead to less work with better results. A poor configuration can result in missed leads, automation disasters, and a lack of reporting. In these slides, Rob MacEwen brings opportunities into focus and identifies the pitfalls to consider when integrating Pardot with your CRM system. He will cover a multitude of topics including why marketing is driving data quality, managing the handoff between Sales and Marketing, reporting on Pardot within your CRM, and how to avoid common mistakes that prompt a re-implementation.
Alex Blaikley, Industry Head at Google, presented on the future of Display Advertising at our Real-Time Bidding Best Practice Seminar.
Find out why with RTB you know longer have to choose between accountability and effectiveness.
Use cases & programmatic ecosystem: How to cover all marketing objectives?Simalaya SA
Programmatic Advertising allows Marketers to tailor messages covering several objectives such as brand awareness, customer acquisition, development or loyalty and retention. We can identify multiple use cases as well as different solutions and players on the market to implement them.
Every advertiser has its own Digital & Programmatic ecosystem: RTB, DMP, DSP, CRM, TMS, Analytics and so on...
Simalaya's conference at the Programmatique Expo 2015 provides key insights to understand this complex ecosystem.
Choosing the Right Trading Desk for Your Display Programmatic BuyingAcquisio
This is the first year in the history of advertising where display has surpassed spending on search in the US, and for agencies leaving display out of their marketing mix, there’s no better time than now to find the right trading desk to help you run and manage your clients display advertising.
With so many display buying services and vendors out there, it can be overwhelming to find exactly what fits your needs. Whether your agency is just getting started in display or if you’re looking for a new more transparent display management solution, here are the questions you should ask in order to understand exactly what you’ll be getting from an agency trading desk.
Digital marketing is the promotion of services or products using digital technologies. Below are five types of Digital Marketing and understand which one will serve your business objectives.
Executive summary of a seminar given by Tim Dolan of Kickframe to a group of Canadian marketers. The focus of the session was to provide a strategic foundation for planning digital marketing. The approach for this session was:
1. To go broad across the digital marketing toolbox, and not deep on a specific tool
2. To provide guiding principles that are lasting, and not more specific tactical advice
3 . To arm participants with relevant planning tools that they could take and put into action
This is an overview of the ad tech ecosystem. Research was conducted by Thomvest Ventures. It covers topics such as DSP, SSP, Agency, Video, Mobile, and TV advertising.
The New and Exclusive Free Paper from Email Marketing
Guru David Daniels: The Reinvention of Email Marketing
and the Future of Connected Marketing
The continued growth of email and digital marketing is creating new opportunities, but marketers are challenged by non-integrated disparate channel-centric technology solutions. To address this challenge, Email Service Providers will morph to be recognized as Connected Marketing Service Providers, with email as the hub to social and mobile marketing activities.
Given the need to create efficiencies across channels and drive effectiveness through increased sophistication, marketers must calibrate their vendor selection process to reflect emerging marketing certainties to understand the intersection of integration cost and value.
Lyris is proud to have exclusive pre-release distribution rights to the new paper by industry expert David Daniels, The Reinvention of Email Marketing and the Future of Connected Marketing. This former Forrester Research analyst, CEO and Founder of The Relevancy Group, and industry thought leader who Direct Magazine calls, "One of the most influential experts in email marketing," details the emerging criteria by which innovative email marketing practitioners should best evaluate vendors in the space.
Let the The Reinvention of Email Marketing and the Future of Connected Marketing show you how you can optimize the customer lifecycle through connected marketing.
Programmatic advertising is primed for another monumental year, with total US programmatic digital display ad spending expected to reach $14.88 billion and for the first time ever account for more than half of all digital display ad dollars. Topics in this webinar include: How will the nearly $15 billion break down into areas such as open exchanges, private marketplaces, programmatic direct, video and mobile? How is programmatic evolving from a primarily open marketplace to a more private and direct one? Should marketers expect programmatic to infiltrate the ad-buying process on newer screens like wearables and older ones like TV?
Pardot Elevate 2012 - Implementing and Re- implementing Pardot with Your CRM ...Pardot
A well-thought-out CRM integration will lead to less work with better results. A poor configuration can result in missed leads, automation disasters, and a lack of reporting. In these slides, Rob MacEwen brings opportunities into focus and identifies the pitfalls to consider when integrating Pardot with your CRM system. He will cover a multitude of topics including why marketing is driving data quality, managing the handoff between Sales and Marketing, reporting on Pardot within your CRM, and how to avoid common mistakes that prompt a re-implementation.
Link reclamation for quick SEO wins. Redirects, mentions of your company, products, or people, outreach, Google alerts, images, quotes, statistics and more are great ways to reclaim lost links.
From redirects to insecure content to duplicate content, everyone screws up https. Even top-tier developers get this wrong, and the results can be devastating.
Learn how to secure your website without losing your rankings and become more trustworthy in the eyes of your visitors.
How Social CRM Can Help Address Changing Consumer DemandsFabio Cipriani
Social collaboration-based sales and marketing technologies help companies understand and manage changing consumer demands. Learn how leading companies are incorporating collaborative sales and marketing solutions into their overall CRM strategy.
Social has played an essential, introductory role in brands’ digital transformation. It has shown tangible results and allowed to track change and progress.
But how can you leverage any social media operation to transcend beyond its direct impact? This webinar explores the future and evolution of content studios, from social only to full-on digital.
Here's what I presented on behalf of BMW for AutomotiveWorld recently. The event was entitled 'Social networks and the global auto industry: the marketing opportunity'.
I talked about social media trends from an automotive perspective with some key learnings from BMW.. and then answered a load of questions. It was moderately enjoyable.
Maximize How You Individualize: because the Journey and Outcome Matter Nicholas Kontopoulos
According to research from the Corporate Executive Board, 57% of the buying process is being completed before the first interaction with a sales person.
In recent years, a fundamental sea change has been occurring between buyers and sellers, with the former now ceasing control of the buying process. This paradigm shift has been digitally powered with todays buyers only one touch away from connecting with content or peers that can help guide them on their purchasing journey.
This presentation will explore the challenges that not only lay ahead for todays marketers, but also explore some of the ways in which innovative brands are adapting to this 'New Reality’.
This is the presentation from our Exclusive Sydney CBD Event 7:30am August 24th 2017 as Industry Leaders shared their insights and thoughts on how to achieve scale and success with Social.
Todays top performing companies compete based on customer experience. Todays customers want a SMARTER customer service experience through their social channel of choice — one that is both FAST and PERSONAL. In fact, 64% of customers expect companies to respond and interact with them in real-time or they will take their business elsewhere.
What was covered?
* Social Customer Service & Crisis Management - How to offer a ubiquitous and robust service experience across social
* Social Listening - How to drive strategic decisions across your business based on customer and competitive insights
* Social Leads - How to generate Social leads for your sales team to nurture
* Command Centre - How to drive change and awareness within an organisation by making your internal stakeholders aware of everything that's happening on Social, Email, Web, Ads, Journeys and through Sales Leaderboards
At this exclusive event we learned how major brands are able to listen to their customers at scale, control communications in a crisis, and engage with their customers with personal service, in an instant... creating advocacy in this culture of immediacy.
Agenda:
* 7:30am Registration and Networking
* 8:00am Opening Remarks
* 8:05am Presentation: Adam Brown
* 8:45am Panel Discussion
* 9:05am Closing Remarks
* 9:15am Networking
Presenter
Adam Brown is Executive Strategist for Salesforce Marketing Cloud. He and his team deliver integrated social marketing strategy to customers and work with product teams to develop the best marketing products and solutions in the industry. Before joining Salesforce in May of 2013, Adam was Executive Director of Social Media at Dell, where he led the company’s consumer strategy around social media marketing, engagement and social commerce initiatives. Adam joined Dell in 2010 after spending four years creating and leading the Office of Digital & Social Media at The Coca-Cola Company.
Checkout Abandonment - CRO School by Mailmodosaba771143
Fear of abandonment’ means a whole different thing in eCommerce.
Because the loss is tangible. And felt right in your pocket.
But that also means there are real things you could fix.
One of the final stages of shopping abandonment occurs is the checkout page.
Which means it impacts your bottom line directly.
So here’s a rundown of:
→ Reasons shoppers abandon the checkout process
→ How other brands cope with these issues
→ Actionables to fix your checkout flow
Do it right, and you’ll feel the change in your revenue.
This is a part of our CRO School series - to help you fix the revenue leaks in your eCommerce store.
Sign up for CRO School and get these insights right in your inbox
(Visit the link to enroll ->https://www.mailmodo.com/cro-school/?utm_source=cro-school&utm_medium=slideshare )
#ecommerce
#cro
#cart
#abandonement
#checkout
#email
#course
#conversion
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
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
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.\
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
[Google March 2024 Update] How To Thrive: Content, Link Building & SEOSearch Engine Journal
March 2024 disrupted the SEO industry. Websites were deindexed, and manual penalties were delivered—all to produce more helpful, more trustworthy search results.
How did your website fare?
Watch us as we delve into the seismic shifts brought about by Google's March 2024 updates and explore strategies to not just survive, but thrive in this dynamic digital landscape.
You’ll learn:
- How to create content that is valuable to users (not just search engines) using E-E-A-T.
- How to build links that can boost rankings and withstand algorithm updates.
- Best practices for content creation and link building so you can thrive during algorithm updates.
With Vince Ramos, we'll examine the implications of the latest algorithm changes on content creation, link building, and SEO practices, and offer actionable insights from businesses like yours that have remained steadfast amidst the volatility.
Using real-life case studies, we’ll also show you the effectiveness of manual link building techniques and person-first content strategies.
Whether you're a seasoned SEO professional, a budding content creator, or anyone in between, this webinar will help you weather the changes in Google's algorithms and capitalize on them for sustained success.
Check out this webinar and unlock the secrets to thriving in the new Google era.
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
The Good the Bad and The Ugly of Marketing MeasurementNapierPR
We explore how B2B marketers can impress the board by measuring their PR and marketing campaigns successfully, and explore 5 metrics that will get you promoted, and 3 that will get your fired.
We cover:
-Meaningless marketing metrics
-The difference between attribution and incrementality
-The importance of the customer journey
-Why you should care about prospects that are in market
-Measuring the unmeasurable
Capstone Project: Luxury Handloom Saree Brand
As part of my college project, I applied my learning in brand strategy to create a comprehensive project for a luxury handloom saree brand. Key aspects of this project included:
- *Competitor Analysis:* Conducted in-depth competitor analysis to identify market position and differentiation opportunities.
- *Target Audience:* Defined and segmented the target audience to tailor brand messages effectively.
- *Brand Strategy:* Developed a detailed brand strategy to enhance market presence and appeal.
- *Brand Perception:* Analyzed and shaped the brand perception to align with luxury and heritage values.
- *Brand Ladder:* Created a brand ladder to outline the brand's core values, benefits, and attributes.
- *Brand Architecture:* Established a cohesive brand architecture to ensure consistency across all brand touchpoints.
This project helped me gain practical experience in brand strategy, from research and analysis to strategic planning and implementation.
janani Digital Marketer|Digital Marketing consultant|Marketing Promotion|Coim...janudm24
Myself Janani Digital marketing consultant located in coimbatore I offer all kinds of digital marketing services for your business requirements such as SEO SMO SMM SMO 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
Janani Digital Marketer
Coimbatore,Tamilnadu.
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
What is digital marketing And why is it used?125albina
Digital marketing refers to the use of digital channels, platforms, and technologies to promote products, services, or brands to a target audience. It encompasses a wide range of activities, including search engine optimization (SEO), social media marketing, email marketing, content marketing, pay-per-click (PPC) advertising, and more. The primary goal of digital marketing is to connect with potential customers where they spend much of their time: online. My Website: https://dev-topdigitalmarketingagency.pantheonsite.io/
In the digital age, businesses are inundated with tools promising to streamline operations, enhance creativity, and boost productivity. Yet, the true key to digital transformation lies not in the accumulation of tools but in strategically integrating the right AI solutions to revolutionize workflows. Join Jordache, an experienced entrepreneur, tech strategist and AI consultant, as he explores essential AI tools across three critical categories—Ideation, Creation, and Operations—that can reshape the way your business creates, operates, and scales.This talk will guide you through the practicalities of selecting and effectively using AI tools that go beyond the basics of today’s popular tools like ChatGPT, Claude, Gemini, Midjourney, or Dall-E. For each category of tools, Jordache will address three crucial questions: What is each tool? Why is each one valuable to you as a business leader? How can you start using it in your workflow? This approach will not only clarify the role of these tools but also highlight their strategic value, making it perfect for business leaders ready to make informed decisions about integrating AI into their workflows.
Key Takeaways:
>> Strategic Selection and Integration: Understand how to select AI tools that align with your business goals and how to conceptually integrate them into your workflows to enhance efficiency and innovation.
>> Understanding AI Tool Categories: Gain a deeper understanding of how AI tools can be leveraged in the areas of ideation, creation, and operation—transforming each aspect of your business.
>> Practical Starting Points: Learn how you can start using these tools in your business with practical tips on initial steps and integration ideas.
>> Future-Proofing Your Business: Discover how staying informed about and utilizing the latest AI tools and strategies can keep your business competitive in a rapidly evolving digital landscape.
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!
What’s “In” and “Out” for ABM in 2024: Plays That Help You Grow and Ones to L...Demandbase
Delve into essential ABM ‘plays' that propel success while identifying and leaving behind tactics that no longer yield results. Led by ABM Experts, Jon Barcellos, Head of Solutions at Postal and Tom Keefe, Principal GTM Expert at Demandbase.
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.
4. sCRM: CRM Amplified
sCRM: CRM Amplified
CRM
Old School
The Social Way
Main driver
Transaction
Conversation
Marketing
Planned, one-way, inflexible
Nimble, hyper-responsible, dialogue,
insights
Sales
Black book and transaction-driven
Interaction-based, sourced from insights
Customer support
Limited hours, script-based
Dynamic, « always on », multiple
platforms
Feedback
Occasional surveys, quarterly
customer insights
Multiple platforms that feedback into
Sales, Marketing, Support
5. We need to consider the role for social at all points of
the customer engagement lifecycle to unlock its value.
Advocacy
Awareness
Social advocacy
Bought and earned reach
Usage
Engagement
Social CRM
Brand participation
Purchase
Consideration
Social commerce
Multi-signal search
15. NIKE - Social sign-on
Nike offers multiple options for social sign-on and
appends their own proprietary questions on the
back-end of the authorization of the user (i.e.
email opt-in).
Using social sign-on gives Brands access to up to 180 data points
to associate with the user.
16. AMERICAN EXPRESS - Social Segmentation
American Express’ Link, Like, Love Facebook app allows to
segment cardholders based on their interests, likes, check-ins
and their friends’ likes to offer only the most relevant discounts.
Discounts are the most favourable interaction with Brands via social media and
become more relevant if they are allocated based on segmentation.
17. OAKLEY - Relevant content and notifications
Oakley sends targeted, direct messages through
Facebook based on the social profile and social
interactions
Targeting app users directly in their Facebook Newsfeed and Timeline or via Twitter
increases click through rates to an average of 38,7%.*
It also contributes to an increased user engagement so app user churn is likely to
reduce.
18. BMW - Product consideration
BMW Car Configurator on Facebook. Once
the perfect BMW is designed, users share it,
save it or sign-up for news.
While generating leads on social, it’s worth comparing the performance against
other channels to inform future social CRM efforts.
Closing the loop and integrating information into a CRM system will allow a
targeted and relevant follow-up with individual leads.
19. STARBUCKS - Social Loyalty Programme
Starbucks customers can manage their Loyalty &
Payment card on Facebook, e.g. for top-up. The
love for Starbucks can be shared by buying eGift
cards and giving them to FB friends.
55% of consumers want to purchase via social channels
20. MYOFFERS - Response rate optimisation
Testing different offers for female and male
recipients for myoffers.co.uk shows how the
customer responsiveness to direct social
messaging can be optimised
Measuring and optimising typical customer KPI, like lead
generation, depth, length and value of the relationship, help to prove the value of
22. THE BRIEF
Create a way to introduce Sony Ericsson’s Xperia
phones to a larger audience, without getting
bogged down in a feature-war over things like
mega-pixels and battery life.
23. THE ANSWER: Xperia Studio
“Reality Remade”
Create branded content with
phone at the heart
Wide open brief to collaborators
from a diversity of industries
Over 10 professional movies
posting engaging and innovative
use of Xperia smartphone
26. Xperia Studio : socially infused
Branded content
distribution platform
manages consistent
content posting across
social channels
27. Creating social currency
● Social CRM platform was used to drive social currency for Xperia Studio
Code embedded in Facebook fan page
or application
The user opts into to receive direct
personalised messaging
Platform can access detailed user
information stored on Facebook. This
can be matched to other data sources
(eg CRM database)
Platform is configured to send Direct
Personalised messages to facebook
newsfeed based on data
29. Xperia Studio results – Email vs. Social DM
● Email average click through: 5,9%
● Social Direct average click through: 44%
*Epsilon 2011 Email Trends and Benchmark
30. A social direct message to 6000 users
generates the same amount of traffic as a broadcast
Facebook message sent to 6 million users.
32. SOCIAL CRM COMMUNITY DEVELOPMENT : BT
Challenge:
•
•
To reduce call volumes into the BT call centre and to
reduce cost to serve
Provide more flexible ways for consumers to receive
responses to service questions
Solution:
•
•
LBi implemented Lithium’s software within the
community.BT area of the BT website
BT service staff and consumers respond to the
communities questions
Results:
•
•
10% reduction in calls to the call centre within the first
year, delivering huge return on investment for a company
with over 21 million customers
Substantial NPS increase
34. Does your company need social CRM?
“We want to increase revenue by activating our fans and advocates.”
“We want to decrease service costs through Social Customer service.”
“We want to stimulate innovation by crowdsourcing input.”
“We want to differentiate what advocates, influencers, detractors and consumers are saying.”
“We like to move toward relevant & engaging 2-way conversations.”
“We want to identify potential customers from unstructured data.”
“Social and digital teams and activities are silos but need to be integrated more closely.”
Our strategic approach to thinking about the role of social in a client’s business.Our unique blend of services, as well as the engagement platform, allows us to implement any of our strategic recommendations. You won’t just get a Facebook ad campaign recommendation from us ;)
1.Not yet moved from broadcasting to conversations Low Fan retention and engagementProve ROI of social media effortsIncrease Product consideration and purchase intentUse Social data more effectivelyImprove Brand reputation / NPS through WoM2.Lead generation and conversionCustomer acquisition through advocatesGet more recommendations and positive reviewsSocial Commerce Revenue & Basket AbandonmentLow Customer profitability Customer Churn 3.Massive scale of social interactions and mentionsDo more than reacting to complaints Slowness of response and no 24/7 supportUnawareness of individuals’ context and identityHandling of neg. sentiment and crisis situations4. Customer ExperienceLow Relevance of posts and contentLack of value exchange between consumer & brandOne-off experience rather than on-goingData capture & user tracking vs. Consumer PrivacyInconsistency of CEX across and between channelsLack of Integration of social and digital experience5.Pilot Marketing strategies and get direct feedbackSocial Customer Panels, Advocate panelsProduct/Service co-creation Proposition co-creation (e.g. Pricing)6.Understand which customers are fans/followersMatch social data with CRM dataUnderstand customer expectations, feedback, their behaviours, purchase barriers and emotions Predictive analysis, e.g. customer churn
We built our Beauty Talk community on our website and, as we opened our doors, it was flooded with clients dying to talk about beauty with each other. It was exactly what we wanted. What we found was that clients were not only trying to talk with us, they were trying to talk with each other. And they were actually engaging in ways we had no idea they would.
By 2010, it had more than 175 public forums, all the result of organic growth. Many of these communities had low levels of participation, largely due to inconsistent commitment by Autodesk to support these customer communities.2011: Integration between the online community platform (Lithium) and the CRM tool (salesforce.com), which enables some automated and manual workflow enhancements for staff and customers.Annual ROI of Support savings vs. overhead costs amounted to ~$6.8 million.
Typically, only 1% of community participants are active in creating new posts, and studies show they are motivated by a desire for the recognition and respect of their peers, rather than financial reward.
Inspire people to do more than just communicate. We enable everyone to create and participate in entertainment experiences. Experiences that blur the lines between communication and entertainment”.Set it apart from its competitors like Apple’s iPhone.
Xperia Studio invites collaborators to create photos, a piece of music, a film, a game using an Xperia phone Xperia Studio creates content which is interesting and engaging to our target audience, using the phone, but not about the phone, thereby creating a direct connection to product through content which is interesting and engaging Sony Ericsson provides the tools and financial support to enable collaborators to create the content An important aspect of Xperia Studio was the role it had to play in producing engaging video content to be disseminated onto Sony’s owned social media channelsXperia Studio – an ongoing digital collaboration with artists, intellectuals, coders and technologists from around the world seeking to test the limits of mobile technology.
- Wrecklessracing: game designer / gamer / engineermakecontrollable car withxperia phone. Racetrackbuilt.- A ride down slickrocktrail: moab dessert (panorama fotograaf; 7 gsmssamengebonden = 360° video & gemonteerd op fiets- The invisible universe: zie de werelddoorandereogen (nacht = zwart? Nee, x-rays, gammastralen, infrarood..); tonenwat je anders niet ziet op basisvan localisatie etc. Opening up realityA boatload of inventors: wetenschapperssamenbrainstormen.. Bv. Boat gecontroleerddoorgsm op internet (+ gps), flame flash / fiets die boodschaptekentenkelzichtbaar met gsmThe swarm: alien invasion film enkelgefilmt met xperiaScanned: foto’s van bmxplaatsen & geotaggen via gsm. Tricks gefilmd van verschillendestandpunten ; QR codes plakkenzodat men zietvanuithetzichtspuntwaaruitgefilmdis.Goingdeeper: perfecteshot van perfecte golfPatch a signal: de geluiden van Parijsopgenomen met xperia en verwerkt in eeninteractievemuziekvideoShoot and move on: straatfotografie
Comufy allows 1:1 messaging via a Facebook application and is used to make those registers aware of the new content first Last point: this gives the user status for the share – while it is also a much more powerful
As an electronics brand, you’d expect Xperia phones to be talked about on tech blogs, but Xperia Studio gave Sony Mobile the chance to be heard in less obvious places – surfing sites, film blogs, mountain bike communities, street photography sites and even on car blogs.Of course, the tech bloggers loved it too. Many of the world’s most influential tech media outlets shared the creativity coming from Xperia Studio including Mashable, Gizmodo, Engadget, All Things Digital and io9.Drove 16% traffic to SonyEricsson product pages but only 2% to Facebook (7000 sales, 350 needed)