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Personalisa*on 
            to  

Generate qualita*ve Leads 
LESS FOR MORE (ROI) 
  GET ATTENTION 

 DIFFERENTIATION 
 Customer insights 

                                Buying consumer process… 
                                   •    Starts 6 months before purchase decision 

                                   •    High variety of selec*on criteria ( price, space, comfort, security, 
                                        design, power, ..) 


                                   •    No personalised advise outside showroom 

                                   •    Mul*‐layer mass communica*on is the rule (TV, MOF, Print, radio, 
                                        internet, door‐to‐door) 


                                   •    Poten*al customers feel to be leN alone in their search of 
                                        informa*on 


    Door‐to‐door (22 models) 
 Supplier Challenge 

               The challenge of Lead genera*on… 
                  •    Do not know who are the poten*al customers 

                  •    No possibility for customised communica*on ( price, space, comfort, 
                        security, design, power, ..) 


                  •    Use of high cos*ng mul*‐layer mass communica*on  (TV, MOF, 
                        Print, radio, internet, door‐to‐door) 

                                                

                                        

     ROI ?                                  Communica*on effec*veness ? 
 1:1 approach 
                 A personalised brochure… 
                    •    4 to 6 months before purchase decision 

                    •    Focus on 3 models (out of 22 !) 

                    •    Model presenta*on focusing on : 

                                       SelecFon criteria 

                                       usage criteria  

                    •    Personalised financial proposal  

                                       Ex: regional ECO premium, Leasing 




                                               

                                     


                                
A brand building 
   introduc*on in line with 
   your concerns… 


                      

                 

            
The best op*ons YOU should consider 
  based on YOUR driving needs… 


                      

                 

            
The 3 models YOU consider 
  + USPs based on YOUR 
  purchase criteria… 


                      

                 

            
Pricing summary and financial mode 
   YOU consider… 


                      

                 

            
Call to Ac*on… 


                      

                 


            
1to1 Lab process 
                        Recruitment                                 Activation


                           Segmentation
                             Esurvey
 VW DB
Customers




                            Recruitment                                 Personalized
 VW DB                                    Qualified &
            Unique DB          Email                      1to1           Brochure
Prospects                                 segmented
                                                        Layouting
                                             DB


                                                              Mktg
Rented DB                                                                       Call center
                                                           efficiency


                                                                        Lead
                                                                        Mgt

                                                              ROI              Offers / Sales
Building Relevancy 
1                            2         3                                4
Personalized Catalog                        Segmentation Esurvey             Recruitment Email



                              DB
                               ?

Segmentation & content ?               Segmenting questions                  How to recruit
Fixed & variable datas.                to drive 1to1 content ?               & motivate ?


                        Consumer journey & Marketing Benefits
C                                  B                                    A
•  PersonalizaFon in line with         •    Self‐expression of needs    •      Selects who is 
   expressed needs                     •    Prospect in awareness &            purchaser or not 
•  PUSH  PULL MKTG                         purchase mode 
•  High Recall, brand inFmacy,         •    Enrichment of DB 
   act & purchase intenFon             •    Survey with market needs 
SystemaFzaFon of process ? 
              Recruitment & qualification                                 Activation

 VW Web
            Qualification
  Visit        Web            Recruitment   Segmentation
             analytics          Pop-in        Esurvey


                                                                                         100.000
                                                                                          / year

                              Recruitment
 VW DB                                       Qualified &
            Unique DB            Email                          1to1
Customers                                    segmented
                      Scenario                                Layouting
                      Purchase                  DB       Data
                      < 6 month                       exchange
                                            Product
                                                                              Testdrives
                                              DB
 VW DB
Prospects
                                                                                Offers
                                                             Automated
                                                             dashboards
                                              Reporting
                                                                                Sales
 Marketing Automation
MarkeFng efficiency 
Impact overview 
                             Recall having               Opened it             Read it                 Recall                    Intent to act            Intent to
                             received it                                                               content                                            (top boxes)
                                                                                                       (content or
                                                                                                       message)




                             “Do you remember                     “What did you do with              “Can you describe            “Do you have the       “Do you have the intention to
                             receiving a DM?”                     the DM?”                           the DM?”                     intention to react?”   visit a Volkswagen
                                                                                                                                                         showroom?”


 Total                                                                                                                                                           36
                                  74            81          60          98                59        98             58           67              39
         n=300




 Average
                                  67                         44                           39                       35                            22
 nB2C=31


 Average                                        63                        89                          88                         58
 nB2C=31


                 +                                   +                         +                            +                                        +
          High recall rate       High opening rate          Very high reading             Very hign content                     High direct activation
                                                            rate                          recall


                                                                                                % of respondents (n=600) – 100% of the respondents                              14 
MarkeFng efficiency 
Recall ‐ acFvaFon matrix: Belgian Post role  
                                                                                               Strong
                                                                                               activation case
                                                                           1:1 lab VW                            Efficient
                                                                                               Limited recall
                                                                                               mailing
                                                                                                                 Strong recall
                                                                                                                 case
                                                                                                                 Limited
                                                                                                                 reaction level




                                                                                               Improve
 Activation rate




                                                                                                                 Do it again
                   Average                                                                     attention
                   (49.1%)
                                                                                                                 Improve action




                                                     Average (66.4%)

                             Recall rate                                                                                  N B2C=31
Activation rate = 50% * intention to react (base=people having read mail) + 50% * intention to purchase (base = people recalling ad)
1to1 Lab  Global Conversion Funnel 
                  1to1 communication delivered = 100 %
                                                                                    Brand
                                                                                    image
                     Communication Recall = 74 %                                     +++


                          Want to Act = 39 %                            Trafic creation
                                                                             X 10
                              POS traffic
                              = 15 -20 %                              POS
                                                                   conversion
                                Offers                                X3
                                = 12 %

                                                         Sales
                                Sales
                                =6%                      profits
                                                          +++

•  conversion by source / media  Improve media mix 
•  conversion by call to acFon  Improve commercial pracFces 
•  conversion by target group  Improve targeFng 

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VW EMS case March 2010

  • 1. Personalisa*on   to   Generate qualita*ve Leads 
  • 3.  Customer insights  Buying consumer process…  •  Starts 6 months before purchase decision  •  High variety of selec*on criteria ( price, space, comfort, security,  design, power, ..)  •  No personalised advise outside showroom  •  Mul*‐layer mass communica*on is the rule (TV, MOF, Print, radio,  internet, door‐to‐door)  •  Poten*al customers feel to be leN alone in their search of  informa*on   Door‐to‐door (22 models) 
  • 4.  Supplier Challenge  The challenge of Lead genera*on…  •  Do not know who are the poten*al customers  •  No possibility for customised communica*on ( price, space, comfort,  security, design, power, ..)  •  Use of high cos*ng mul*‐layer mass communica*on  (TV, MOF,  Print, radio, internet, door‐to‐door)                   ROI ?                     Communica*on effec*veness ? 
  • 5.  1:1 approach  A personalised brochure…  •  4 to 6 months before purchase decision  •  Focus on 3 models (out of 22 !)  •  Model presenta*on focusing on :  SelecFon criteria  usage criteria   •  Personalised financial proposal   Ex: regional ECO premium, Leasing                       
  • 6. A brand building  introduc*on in line with  your concerns…                       
  • 8. The 3 models YOU consider  + USPs based on YOUR  purchase criteria…                       
  • 9. Pricing summary and financial mode  YOU consider…                       
  • 10. Call to Ac*on…                       
  • 11. 1to1 Lab process  Recruitment Activation Segmentation Esurvey VW DB Customers Recruitment Personalized VW DB Qualified & Unique DB Email 1to1 Brochure Prospects segmented Layouting DB Mktg Rented DB Call center efficiency Lead Mgt ROI Offers / Sales
  • 12. Building Relevancy  1 2 3 4 Personalized Catalog Segmentation Esurvey Recruitment Email DB ? Segmentation & content ? Segmenting questions How to recruit Fixed & variable datas. to drive 1to1 content ? & motivate ? Consumer journey & Marketing Benefits C B A •  PersonalizaFon in line with  •  Self‐expression of needs  •  Selects who is  expressed needs   •  Prospect in awareness &  purchaser or not  •  PUSH  PULL MKTG  purchase mode  •  High Recall, brand inFmacy,  •  Enrichment of DB  act & purchase intenFon  •  Survey with market needs 
  • 13. SystemaFzaFon of process ?  Recruitment & qualification Activation VW Web Qualification Visit Web Recruitment Segmentation analytics Pop-in Esurvey 100.000 / year Recruitment VW DB Qualified & Unique DB Email 1to1 Customers segmented Scenario Layouting Purchase DB Data < 6 month exchange Product Testdrives DB VW DB Prospects Offers Automated dashboards Reporting Sales Marketing Automation
  • 14. MarkeFng efficiency  Impact overview  Recall having Opened it Read it Recall Intent to act Intent to received it content (top boxes) (content or message) “Do you remember “What did you do with “Can you describe “Do you have the “Do you have the intention to receiving a DM?” the DM?” the DM?” intention to react?” visit a Volkswagen showroom?” Total 36 74 81 60 98 59 98 58 67 39 n=300 Average 67 44 39 35 22 nB2C=31 Average 63 89 88 58 nB2C=31 + + + + + High recall rate High opening rate Very high reading Very hign content High direct activation rate recall % of respondents (n=600) – 100% of the respondents 14 
  • 15. MarkeFng efficiency  Recall ‐ acFvaFon matrix: Belgian Post role   Strong activation case 1:1 lab VW Efficient Limited recall mailing Strong recall case Limited reaction level Improve Activation rate Do it again Average attention (49.1%) Improve action Average (66.4%) Recall rate N B2C=31 Activation rate = 50% * intention to react (base=people having read mail) + 50% * intention to purchase (base = people recalling ad)
  • 16. 1to1 Lab  Global Conversion Funnel  1to1 communication delivered = 100 % Brand image Communication Recall = 74 % +++ Want to Act = 39 % Trafic creation X 10 POS traffic = 15 -20 % POS conversion Offers X3 = 12 % Sales Sales =6% profits +++ •  conversion by source / media  Improve media mix  •  conversion by call to acFon  Improve commercial pracFces  •  conversion by target group  Improve targeFng