Digital Customer Experience Strategies Summit | New York | September 24th & 2...Thomas Barnes
Protect your reputation, profits and ensure customer loyalty. Design digital customer experiences that engage your customers anytime, anywhere.
Creating a unified and personalized customer experience across channels is pivotal to any modern business strategy. Given the proliferation of digital channels, companies need to strategize how best to use digital channels that reconcile business and brand objectives with customer needs.
Develop an action plan to make customer-centricity in this digital age a core element of your company’s daily operations. Collect best practices to track your customers’ experiences and optimize the performance of your digital projects. Source the right tools and develop key processes to prioritize your digital investments and identify areas for improvement that will maximize your ROI.
Benchmark your company against internationally recognized digital customer experience programs and interact with cross-industry leaders in interactive Q&A sessions. Digital has the power to innovate and it is here to stay; you do not want to be behind the curve.
Your next step — this conference!
Implement 10 key digital customer experience best practices / solutions / strategies:
1. Incorporate customer – centricity to align your operational processes
2. Improve your digital CX performance with actionable data analytics
3. Manage social conversations effectively
4. Create digital experiences to secure customers over your fastest growing channels
5. Increase engagement and deliver value through mobile
6. Leverage digital innovations to drive customer experience
7. Align business objectives with customer needs
8. Deliver consistent omni-channel experiences
9. Benchmark your success to uncover new opportunities
10. Capitalize on digital channels to increase conversion
SPAR keynote - A Roadmap for Digital MarketingKlaas Weima
Keynote I gave in Bergen, Norway for SPAR International. The audience consisted of 45 marketing managers from 20 countries. The objective of the presentation was to share insights on digital marketing for the retail industry and provide tips to get started.
In the first section I introduce a basic four step model to start you own campaign, including Briefing, Planning, Realizing and Evaluating.
Second, I provide four opportunities for SPAR to leverage digital marketing, including location-based, social, mobile and new business models.
Questions? Please drop me a line.
A day wise presentation of my bootcamp on AEP taken in September 2021. For more information, and to read day wise materials, please head over to my website: https://thelearningproject.in. You can also reach out to me on ritesh@thelearningproject.in
Design for Customer Engagement: Digital Marketing StrategyTechedge Group
Episode one of a seven episode podcast series on Design for Customer Engagement. Starting from business objectives, the series focuses on identifying all of the relevant technological components that seamlessly integrate with one another, in order to assist companies in developing an End-to-End Digital Marketing landscape that suits their business strategy. Listen to the full podcast at: http://www.techedgegroup.com/podcast/engaged-by-design/digital-marketing-strategy
Customer Experience Strategy: Bad News is Good News & Doing the Whole JobClearAction
Customer experience management requires embracing of customers' constructive feedback. It is more systematic and broad than typical customer advocacy efforts.
See http://ClearActionCX.com
IBM & Sirius Decisions: Transforming Marketing Through Buyer Profiles and Per...AMASanDiego
Track: Brand Management & Integrated Communications
Topic: PERSONAS
Title: Transforming Marketing Through Buyer Profiles and Personas
Speakers: JACQUES PAVLENYI, Portfolio Marketing Director, IBM & RACHEL YOUNG, Research Director, Sirius Decisions
The convergence of social and data technologies continues to cause disruption in many industries and professions. Marketing is certainly not immune. Customers have very different expectations now, including strong personalization and customization. If the message and offers aren’t tailored specifically to me, the message is tuned out or ignored. This is increasingly true in B2B as well as B2C marketing. And that’s where personas can help.
IBM and Sirius Decisions will discuss practical rationales and methods for applying buyer profiles and personas, and how IBM is transforming not just Marketing, but also Sales, Product Management, and other functions with data-driven, robust buyer profiles.
- See more at: http://sdama.org/events/2015-art-of-marketing-conference/#session-details
Four megatrends are shaping business today: increasing power of technology, shifts in demographics, low costs of experimentation, and the importance of user-centricity. For sales organizations to be successful, they now have to use Big Data more effectively, share their pitch early, use technology better, focus on platforms (not just services), and rethink their sales capabilities.
Digital Marketing for Startups: a seminar on how to use web marketing to generate leads and acquire customers. Includes defining your Value Proposition; identifying your Ideal Customer Profile; revising your Website design to support lead generation; using Content Marketing, SEO, Social Media and paid online adds to generate traffic; using landing pages, content and downloads to convert that traffic to leads; and using lead nurturing to convert those leads to sales opportunities. Also discusses using Outbound Lead Generation campaigns in parallel with Online / Inbound Lead generation to maximize results for early stage tech firms.
Bazaarvoice Webinar: Driving Local Revenue with Consumer Generated ContentRio SEO
In this webinar Trey Simonton of Bazaarvoice, Todd Werden of Boston Retail Partners and Warren Raisch of Rio SEO outline how to take your SEO efforts to the next level by combining the power of consumer-generated content with local search marketing. Learn a series of techniques that have proven to deliver double-digit search traffic improvements, higher in-store traffic and increased conversions.http://rioseo.co/2abSzoP
Digital Customer Experience Strategies Summit | New York | September 24th & 2...Thomas Barnes
Protect your reputation, profits and ensure customer loyalty. Design digital customer experiences that engage your customers anytime, anywhere.
Creating a unified and personalized customer experience across channels is pivotal to any modern business strategy. Given the proliferation of digital channels, companies need to strategize how best to use digital channels that reconcile business and brand objectives with customer needs.
Develop an action plan to make customer-centricity in this digital age a core element of your company’s daily operations. Collect best practices to track your customers’ experiences and optimize the performance of your digital projects. Source the right tools and develop key processes to prioritize your digital investments and identify areas for improvement that will maximize your ROI.
Benchmark your company against internationally recognized digital customer experience programs and interact with cross-industry leaders in interactive Q&A sessions. Digital has the power to innovate and it is here to stay; you do not want to be behind the curve.
Your next step — this conference!
Implement 10 key digital customer experience best practices / solutions / strategies:
1. Incorporate customer – centricity to align your operational processes
2. Improve your digital CX performance with actionable data analytics
3. Manage social conversations effectively
4. Create digital experiences to secure customers over your fastest growing channels
5. Increase engagement and deliver value through mobile
6. Leverage digital innovations to drive customer experience
7. Align business objectives with customer needs
8. Deliver consistent omni-channel experiences
9. Benchmark your success to uncover new opportunities
10. Capitalize on digital channels to increase conversion
SPAR keynote - A Roadmap for Digital MarketingKlaas Weima
Keynote I gave in Bergen, Norway for SPAR International. The audience consisted of 45 marketing managers from 20 countries. The objective of the presentation was to share insights on digital marketing for the retail industry and provide tips to get started.
In the first section I introduce a basic four step model to start you own campaign, including Briefing, Planning, Realizing and Evaluating.
Second, I provide four opportunities for SPAR to leverage digital marketing, including location-based, social, mobile and new business models.
Questions? Please drop me a line.
A day wise presentation of my bootcamp on AEP taken in September 2021. For more information, and to read day wise materials, please head over to my website: https://thelearningproject.in. You can also reach out to me on ritesh@thelearningproject.in
Design for Customer Engagement: Digital Marketing StrategyTechedge Group
Episode one of a seven episode podcast series on Design for Customer Engagement. Starting from business objectives, the series focuses on identifying all of the relevant technological components that seamlessly integrate with one another, in order to assist companies in developing an End-to-End Digital Marketing landscape that suits their business strategy. Listen to the full podcast at: http://www.techedgegroup.com/podcast/engaged-by-design/digital-marketing-strategy
Customer Experience Strategy: Bad News is Good News & Doing the Whole JobClearAction
Customer experience management requires embracing of customers' constructive feedback. It is more systematic and broad than typical customer advocacy efforts.
See http://ClearActionCX.com
IBM & Sirius Decisions: Transforming Marketing Through Buyer Profiles and Per...AMASanDiego
Track: Brand Management & Integrated Communications
Topic: PERSONAS
Title: Transforming Marketing Through Buyer Profiles and Personas
Speakers: JACQUES PAVLENYI, Portfolio Marketing Director, IBM & RACHEL YOUNG, Research Director, Sirius Decisions
The convergence of social and data technologies continues to cause disruption in many industries and professions. Marketing is certainly not immune. Customers have very different expectations now, including strong personalization and customization. If the message and offers aren’t tailored specifically to me, the message is tuned out or ignored. This is increasingly true in B2B as well as B2C marketing. And that’s where personas can help.
IBM and Sirius Decisions will discuss practical rationales and methods for applying buyer profiles and personas, and how IBM is transforming not just Marketing, but also Sales, Product Management, and other functions with data-driven, robust buyer profiles.
- See more at: http://sdama.org/events/2015-art-of-marketing-conference/#session-details
Four megatrends are shaping business today: increasing power of technology, shifts in demographics, low costs of experimentation, and the importance of user-centricity. For sales organizations to be successful, they now have to use Big Data more effectively, share their pitch early, use technology better, focus on platforms (not just services), and rethink their sales capabilities.
Digital Marketing for Startups: a seminar on how to use web marketing to generate leads and acquire customers. Includes defining your Value Proposition; identifying your Ideal Customer Profile; revising your Website design to support lead generation; using Content Marketing, SEO, Social Media and paid online adds to generate traffic; using landing pages, content and downloads to convert that traffic to leads; and using lead nurturing to convert those leads to sales opportunities. Also discusses using Outbound Lead Generation campaigns in parallel with Online / Inbound Lead generation to maximize results for early stage tech firms.
Bazaarvoice Webinar: Driving Local Revenue with Consumer Generated ContentRio SEO
In this webinar Trey Simonton of Bazaarvoice, Todd Werden of Boston Retail Partners and Warren Raisch of Rio SEO outline how to take your SEO efforts to the next level by combining the power of consumer-generated content with local search marketing. Learn a series of techniques that have proven to deliver double-digit search traffic improvements, higher in-store traffic and increased conversions.http://rioseo.co/2abSzoP
Six Technology Trends Changing Business in EuropeKyle Lacy
Session deck from Connections EMEA and WebTrends conferences on November 5th and 6th in London. We discuss the top six trends that are completely transforming the way brands and consumers communicate. Mobile, social, email, smart tech, personalization, collaborative consumption, youtility and data.
Rio SEO Webinar: Transforming Mobile Searches Into Sales: The Hype Around Bea...Rio SEO
In this webinar, Warren Raisch and Greg Sterling will share the latest insights and tactics enterprise brands are using to convert online searches to offline sales, and how brands are using beacon and other location-based technology to tap into mobile searches. For more information please visit: http://rioseo.co/1MKn7Gq.
Webinar- Mobile: The Untapped Gold Mine For Lowest Cost Search TrafficRio SEO
Google announced that mobile search volume has finally overtaken desktop search, not only in the U.S., but in 10 countries including Canada, the United States and Japan. And Comscore research indicates that 78 % of local-mobile searches resulted in an offline purchase (usually in a few hours).
Watch this webinar and learn how:
1. This shift to mobile has had a huge impact on local search results for multi-location business in retail, banking and service industries.
2. Optimized mobile experiences including mobile pages, listings, offers and store finders are proving to deliver the cheapest search traffic; often 90% less the SEM.
3. Managing and measuring mobile local search traffic will prove to be your lowest cost of search traffic and customer acquisition.
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.
Showcasing Human Capital: How to Effectively Market a Professional Services FirmAchieve Internet
Effective marketing tactics for professional services firm marketing. In a service firm marketers do not have the luxury of marketing product features. The one key differentiator becomes the quality of your people and your core competencies. This presentation covers the importance of your Human Capital and the people that make up your Professional Services Firm
Cyber Security Account Based Personalization webinar march 2021 Avishai Sharon
How Cyber Marketers can use personalization to reduce friction along their buyer journeys? Join Tenable's Limor Danai and Avishai Sharon from Trendemon as they discuss these topics and more.
Digital Transformation and the Marketing ProfessionalMatthew W. Bowers
Defining and understanding digital transformation and the marketing role. How can marketing drive transformation? what are the tasks, strategies and things that can help.
2021 digital marketing playbook for consultantsJeremy Mays
The internet has revolutionized the way that people interact, and by extension their businesses too. For this reason, we believe that it’s never been more important for consulting firms to explore digital marketing.
Marketing consulting firms is both imperative and difficult. In a saturated marketplace, it’s essential to stand out from the crowd, but it’s difficult to find the time to maintain your digital presence and give your clients the attention that they deserve – and pay for. You wouldn’t leave your phone unattended, and sometimes off the hook altogether; the same should be true of your digital channels. After all, that’s how the modern customer will contact you. If they can’t contact you, they’ll simply contact someone else – someone with a well-maintained site, good Google reviews and active social channels.
We’ve built a digital marketing strategy playbook for the consulting industry to give you the tools and techniques to grow your brand.
This is the presentation I gave as a webinar for SmartInsights annual Marketing Priorities BrightTalk summit, 11 January 2013. In it I discuss how B2B marketers need to master the basics before investing time and effort in promotion, driving traffic and building community. The webinar is available on Bright Talk here https://www.brighttalk.com/webcast/8551/63869
The 2021 digital marketing playbook for the nightlife industry Jeremy Mays
Since the nightlife industry was decimated by Covid-19 and lock-down restrictions around the world, coupled with the rapid growth of technology to level the playing field, marketing in today’s highly competitive nightlife industry requires accurate, reliable and comprehensive digital marketing strategies strategies.
We’ve built a digital marketing strategy playbook for the nightlife industry to give you the tools and techniques to grow your brand.
The digital marketing playbook for the hotel industry in 2021Jeremy Mays
Since the hotel and hospitality industry has been decimated by Covid-19 and lock-down restrictions around the world, coupled with the rapid growth of technology to level the playing field, hotels, small-boutiques and resorts and scrambling to fill rooms and cut their vacancy rates as much as possible.
We’ve built a digital marketing strategy playbook for the hotel industry to give you the tools and techniques to grow your brand.
Here’s your digital marketing playbook for the retail industry in 2021Jeremy Mays
One of the biggest mistakes that brick-and-mortar retailers can make is to dismiss online marketing. In an increasingly competitive marketplace filled with change and innovation, small businesses are now having to compete with larger organizations like never before. It’s no longer good enough to rely solely on word-of-mouth for increased business and new customers. Retailers must now provide an omnichannel shopping experience that brings people in and brings people back.
What does this have to do with online marketing? More or less, everything. If you want to achieve retail success, you need to have a strategy that leverages not only social media and email, but one that also gets creative and makes good use of new forms of marketing.
We’ve built a digital marketing strategy playbook for the retail industry to give you the tools and techniques to grow your brand.
2021 digital marketing playbook fitnessJeremy Mays
Whether you’re a solo personal trainer or a huge, all inclusive gym brand, digital marketing and content creation has become a pinnacle component of your marketing and brand awareness efforts. From buying ads across social channels to lure new members into the gym with sweaty, sexy interactive videos that target people based on location and other demographics, to wildly popular (during the height of the pandemic) live group workout streaming that people were (and still are) able to tap into through their instagram accounts to maintain their fitness.
There seem to be endless strategies at your disposal when thinking about your digital marketing efforts in 2021.
We’ve built a digital marketing strategy playbook for the fitness industry to give you the tools and techniques to grow your brand.
Your Rock Solid Digital Approach to Attract More Industry AttentionAtlas Integrated
Learn how to identify which digital tools attract attention from companies, how to incorporate industry attraction into your digital media strategy, how to digitally target entrepreneurs within an industry, and how to digitally target site selectors and business location decision makers.
How Top Brands Create Killer Omnichannel Customer ExperiencesIO Integration
How Top Brands Leverage DAM Technologies to Create Killer Customer Experiences
In this DAM Master Class, youll see how top brands are transforming their marketing through personalized, real-time, data-driven communications that reach customers at exactly the right moments. Using the latest technologies, GoPro, Red Bull, NFL, Visa, Nike, and BMW have optimized their content marketing supply chains to curate and deliver real-time, high-impact content based on individual customer behaviors. Theyve seen big gains in brand recognition, customer loyalty, and sales and your company can, too. Use your DAM to build relationships that win markets, not just another campaign!
Join IO Integration and censhare to learn how you can:
Build a cutting-edge content acquisition platform for owned, gained, and real-time media just like marketing wunderkind GoPro.
Create a content marketing exchange that simplifies the production and delivery of personalized brand communications just like luxury brand leader BMW.
Get a first look at the censhare 5 enterprise content management platform thats so intuitive you might even trust your marketing people to try it!
Dagmar Schneider, Solution Architect, censhare
Jill Talvensaari, Content Technology Strategist, IO Integration
Similar to Turn your Website into a Client Engagement Tool (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.
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.
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.
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.
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024Tobias Schneck
As AI technology is pushing into IT I was wondering myself, as an “infrastructure container kubernetes guy”, how get this fancy AI technology get managed from an infrastructure operational view? Is it possible to apply our lovely cloud native principals as well? What benefit’s both technologies could bring to each other?
Let me take this questions and provide you a short journey through existing deployment models and use cases for AI software. On practical examples, we discuss what cloud/on-premise strategy we may need for applying it to our own infrastructure to get it to work from an enterprise perspective. I want to give an overview about infrastructure requirements and technologies, what could be beneficial or limiting your AI use cases in an enterprise environment. An interactive Demo will give you some insides, what approaches I got already working for real.
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Generating a custom Ruby SDK for your web service or Rails API using Smithyg2nightmarescribd
Have you ever wanted a Ruby client API to communicate with your web service? Smithy is a protocol-agnostic language for defining services and SDKs. Smithy Ruby is an implementation of Smithy that generates a Ruby SDK using a Smithy model. In this talk, we will explore Smithy and Smithy Ruby to learn how to generate custom feature-rich SDKs that can communicate with any web service, such as a Rails JSON API.
Dev Dives: Train smarter, not harder – active learning and UiPath LLMs for do...UiPathCommunity
💥 Speed, accuracy, and scaling – discover the superpowers of GenAI in action with UiPath Document Understanding and Communications Mining™:
See how to accelerate model training and optimize model performance with active learning
Learn about the latest enhancements to out-of-the-box document processing – with little to no training required
Get an exclusive demo of the new family of UiPath LLMs – GenAI models specialized for processing different types of documents and messages
This is a hands-on session specifically designed for automation developers and AI enthusiasts seeking to enhance their knowledge in leveraging the latest intelligent document processing capabilities offered by UiPath.
Speakers:
👨🏫 Andras Palfi, Senior Product Manager, UiPath
👩🏫 Lenka Dulovicova, Product Program Manager, UiPath
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• The Future of Testing: How AI is shifting testing towards verification, analysis, and higher-level skills, while reducing repetitive tasks.
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• Visual Testing: Explore the emerging capabilities of AI in visual testing and how it's set to revolutionize UI verification.
• Inflectra's AI Solutions: See demonstrations of Inflectra's cutting-edge AI tools like the ChatGPT plugin and Azure Open AI platform, designed to streamline your testing process.
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UI automation Sample
Desktop automation flow
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Neuro-symbolic (NeSy) AI is on the rise. However, simply machine learning on just any symbolic structure is not sufficient to really harvest the gains of NeSy. These will only be gained when the symbolic structures have an actual semantics. I give an operational definition of semantics as “predictable inference”.
All of this illustrated with link prediction over knowledge graphs, but the argument is general.
Empowering NextGen Mobility via Large Action Model Infrastructure (LAMI): pav...
Turn your Website into a Client Engagement Tool
1. A Digital Solutions Firm delivering
Marketing and Technology Solutions
New York . Toronto . Phoenix . Los Angeles . London. Dubai . New Delhi
TurnyourWebsiteintoaClient
EngagementTool
12. 11
Move Up the Maturity Curve Creates a Halo Effect
1995-2005
ITLed
• Brochure-ware
• Webmaster
bottleneck
DigitalClientEngagementMarketingDriven
InformationalMarketing
• Spray and
pray
• Staticcontent
• Marketing-
driven
• Interactive
• Some
intelligence
• Disconnected
assets
• Functional
focus
2005 – 2011 2013+
• Thought
Leadership
Driven
• Personaland
Contextual
• Social
• Multi-device
Experiences
• Predictive1 to
1 Marketing
• Measurement
• Focus on ROI1
2
3
13. 12
Website is Key to Engagement
Source: marketing Sherpa B2B benchmarking
report
14. 13
The importance of your website cannot be
overstated
Website is the most important marketing asset for a B2B
organization
Website is the number 1 tactic
used
Source: B2B Marketing
Benchmark Survey
21. 20
50%
50 PERCENT OF MARKETING
SPEND IS MISALIGNED WITH
CLIENT NEEDS WITHIN THEIR
DECISION JOURNEY (LIFE
CYCLE).
McKinsey & Company, April 2013
22. 21
Understandingyourclient’sjourney
It’s not enough to identify the decision makers in
an organization. For marketing and business
development activities to be effective, companies
need to focusonthose pointsinthe decision
journey where theycan bemost successful
ininfluencing those decision makers.
McKinsey&Company,2013
Focusing your efforts on what matters
23. 22
Clients pass through stages to reach a
decision
Understand your Buying Cycle
Sample buying process by
Bloom Group
24. 23
Userexperienceisabroadrangeof
disciplineswith the objective delivering
satisfying and engaging experiences
Law Firm Website user experience (UX)
User
Experience
• Branding
• Usability
• Information
architecture
• Design
Engaging
• Appealing
• Intuitive
• Surprise
• Achievement
25. 24
SITE MAP AND NAVIGATION
SITEMAP
Does the order of the
main menu reflect what is
important to visitors?
Does information
hierarchy align with
expectations?
NAVIGATION
How deep must visitors
go to get to what they
need?
Do menus support a “first
glance” overview of
navigation options?
Consider Responsive
design and impact on
navigation
27. 26
56%
56% OF WEBSITE TRAFFIC
GOES TO ATTORNEY
BIOGRAPHIES.
The Great Jakes Blog, 2010
28. 27
GETTING YOUR MESSAGE ACROSS
MERCHANDIZING
ATTORNEYS
Make it personal—start with
a great image that engages
Make it convenient—
organize information from
most commonly viewed to
least
Make obvious—the most
popular information, like
contact details should be at
the top
29. 28
LOOKING GOOD
The cardboard cut-
out?
Formalityisopeningupto
personality—letyourpeopleshine
through
Reflectthecultureofthefirm,while
lettingthepersonbethefocus
Considerstance,dress,colorand
overalltone
Donotsacrificeonqualityorsize—
thismaybetheattorney’sfirst
impression
32. 31
72%
72% OF MARKETERS SEE THE
IMPORTANCE OF ONLINE
PERSONALIZATION BUT
DON’T KNOW HOW TO
INCORPORATE IT.
eConsultancy, Realities of Online Personalization, 2013
33. 32
Website History
Users' profiles and preferences: everythingthey’vetold
youaboutthemselves
Clients' history with you: whatthey’vedoneonyoursite,
whatinformationdoyouhaveonyourCRM
Personalization—How do we Start?
37. 36
Importance of Nurturing
17.50%
12.50%
70%
Average B2B Initial Lead Break-down
Discard / disqualified
Sales-ready now
Longer-term opportunity /
worth nurturing
Moving people from consideration to commitment is the most
important path of the sales process — also the most necessary
Marketing Sherpa B2B Benchmarking Report
38. 37
The Value Exchange
LAW FIRM
Content
CLIENT
Personal info
Jane Smith
jane.smith@xyz.com
555-555-5555
Inside Council,
XYZ Corp.
The firm continuously delivers
relevant content & establishes
its worth to the audience
The audience trusts the firm
enough to identify themselves &
grant permission for engagement
39. 38
The Challenge with Content
Producing content that engages clients is a challenge
36% of B2B marketers said their
biggest challenge is “producing the
kind of content that engages
prospects and customers”
40. 39
Your website is the ideal vehicle for thought
leadership marketing (TLM) to drive client
Acquisition through engagement
Content Fuels Experiences
WEBSITE
WHITE
PAPERS
WEBINARS EVENTS BLOGS FORUMS
44. 43
Search is Your Welcome Mat
MAKE IT OBVIOUS
1. Put it where people expect
2. Make it look like a search
box
MAKE IT LARGE
1. Make it large enough hold
the longest attorney name
or practice
MAKE IT CONSISTENT
1. Same place on every page
2. Same behavior on every
page
45. 44
Searching Flat content
NEED TO FILTER A LARGE
AMOUNT QUICKLY? USE
FACETED SEARCH
FLAT CONTENT
1. Often a large volume:
Thousands (or tens of
thousands) of items
2. Typically attribute rich:
Filtering by attributes can
narrow the search quickly
3. Generally a consistent
structure: Makes it easier to
show specific details in the
search result
46. 45
Search Capabilities
AUTO-SUGGEST
1. Recommend content that
does exist in your website
2. Provides convenience
SYNONYMS
1. Make smart substitutions
AUTO-CORRECT
1. Fix misspellings on-the-fly
2. Avoid “No Results”
PHRASE-BASED SEARCHES
1. Deliver relevant results
around multi-word searches
48. 47
Adopting a Mobile-first Strategy
A MOBILE-FIRST STRATEGY
Think about your website as
MOBILE site first—start with
mobile as the premise for your
site
WHY MOBILE-FIRST?
1. Opportunity: A growing use
of tablets and smartphones
2. Constraints: Screen size,
Network speed, Modes of
use
3. Capabilities: Location
(GPS), Visual input,
Gesturing
“WE REALLY NEED TO
SHIFT NOW TO START
THINKING ABOUT BUILDING
MOBILE FIRST. THIS IS AN
EVEN BIGGER SHIFT THAN
THE PC REVOLUTION.”
Kevin Lynch, CTO Adobe
54. 53
Lead Scoring for Prioritization
Low level of engagement
(Low level of how much the lead wants
to talk to us)
High level of engagement
(High level of differentiation driving
purchase intent)
High level of
Profile Match
(High level of how
much we want to
talk to the lead)
The Buying Zone
The only leads we should be
feeding to the sales field
Low level of
Profile Match
(Low level of how
much we want to
talk to lead)
Determining the Buying Zone
55. 54
Lead Score
Score Description Marketing Action
A4
The right prospect but no
interest.
Priority but may need
specific “why now”
messaging.
B1
Good fit and very
interested.
Send to sales queue for
follow-up.
C1
Not the idea prospect but
very interested.
Will they ever be a good fit?
Continue to nurture.
D4 Wrong Fit. No interest.
Fulfill request and segment
out.
Let’s look at the value exchange.
For a brand, content is the currency. For the audience, personal information is the currency.
The value exchange happens when the content a brand continuously delivers establishes its worth to its audience and in turn the audience trusts the brand enough to identify themselves and provide permission to the brand to establish a relationship with them, to invite them to take an action.
The number one challenge is … producing truly
engaging, compelling content (48 percent). This is
content that grabs your audience and makes them want
to reach out to you. The next biggest content marketing
challenge is producing enough content to serve the
needs of your marketing programs (44 percent).