SlideShare a Scribd company logo
Driving
Personalization
with
Customer
Profile
Data
with Reggie Wideman
©2013
Brands Want 1:1 Relationships with Customers

©2013
They’ve tried many tactics…

©2013
Those Tactics Only Work if You Really
Know Your Customer

©2013
Social Profile Data Fuels Your Marketing Program
Email Marketing
eCommerce
Demographics

Personalization

Psychographics

Targeting

CMS

Behavioral

CRM

+
©2013

Other
Opportunities for Real Time Marketing

©2013
REAL TIME MARKETING
right place, right time

Above: Google Zavers real-time coupon demo
Right: Oreo Super Bowl Blackout Twitter ad
©2013
PRECISION MARKETING
right person, right offer
fan one

fan two

email offers
©2013
BRAND ADVOCACY
amplifying the love

©2013
What’s in the Social Profile?

Name
Gender
Birthdate
Photo

Interests
Music
TV
Politics
©2013

Occupation
Location
Education
Marital

Movies
Books
Hobbies
Religion
Types of Data

Edit Your Account

Account Info

Profile Photo

Username

Activity Feed

AnnSmith

Anne Smith read something

First

Activity

Anne Smith shared something

Ann

Last

Anne Smith liked something

Smith

Social
Profile
Email Address

Annsmith242@gmail.com

Address

Choose new photo

Linked Accounts

Gender
Female

Password
Change Password

Public Profile
Public Profile

©2013

Birthdate
February

1

1980

Appended Data
What to do with all this data?

©2013
What our customers are doing

©2013
Samsung uses gamification to spur product
registration and activity data
Social Login

Results
506% more likely
to write product
reviews

Engaging users on site via game mechanics

©2013
All this data is used to optimize email marketing

©2013
UMG uses appended preferences and location to
precisely target fans and support brand advocacy

Emails personalized
based on music
preferences and
location.
Experienced 67%
open rates for
select campaigns

©2013
Appended customer profiles create targeting opportunities

©2013
Whole Foods: Content Personalization

©2013
Whole Foods appends customer interest data

©2013
Dr. Pepper appends consumer profiles with
campaign participation tags for segmentation

©2013
5 Rules
For Thinking
About Your Data

©2013
Don’t think about your data,
think about your customer.

Never Forget:
Your Customer is a Real Person

©2013
Which Social Networks represent your customers?

©2013
What’s missing from your customer profile?

?

©2013
Consider augmenting the profile with life data

©2013
What Tools do I need in my Customer Engagement
Ecosystem?

©2013
5 Rules
For Thinking About Your Data
1.

Don’t think about your data, think about
your customer.

2.
3.
4.

Which Social Networks represent your customers?

5.

What Tools do I need in my Customer Engagement
Ecosystem?

©2013

What’s Missing from your customer profile?

What types of valuable data can I add to the
profile?
http://www.flickr.com/photos/29969125@N05/7551012112/
©2013

“I was promised
flying cars.”
Native Advertising
Real Time Marketing
Consumer Driven
Advertising
Native Advertising

©2013
But if you don’t know your customer . . .

©2013
Real Time Marketing

I was just now
thinking about
coffee and how
awesome I am.

©2013
But if you don’t know your customer . . .

©2013
Consumer driven advertising

©2013
But if you don’t know you’re customer . . .

#awesome
#buythis
#friendapproved

©2013
In conclusion

•

Make a plan for your consumer data
ecosystem

•
•
•

Remember the five rules

©2013

Keep an eye on the cutting edge

Iterate, test and optimize
Thank You!

©2013

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Webinar: Driving Personalization

Editor's Notes

  1. Need graphic for 1:1 relationships between brands and customers. An existing slide will do if you have one.We talk a lot about brands trying to get to know their customers better.
  2. We’ve seen examples as varied as giveaway and Loyalty programs.Real examples of promos, sweepstakes… nice to have is multi-channel (not a req.)
  3. Show someone and all of their data
  4. One of those ways is the acquisition of consumer data such as what you find in a social profilePull a different slide from the sales deck.
  5. One of those ways is the acquisition of consumer data such as what you find in a social profilePull a different slide from the sales deck.
  6. Reasons why brands should be focused on Social Data to get to know their customers better.UMG and show high school college age girl and Lady Gaga email next to her, and an Urban person with Eminem. Brand Advocacy: I love brand @fillintheblank
  7. Reasons why brands should be focused on Social Data to get to know their customers better.UMG and show high school college age girl and Lady Gaga email next to her, and an Urban person with Eminem. Brand Advocacy: I love brand @fillintheblank
  8. Reasons why brands should be focused on Social Data to get to know their customers better.
  9. Need a graphic for this.
  10. Need a graphic for this. This could be three slides if that makes more sense.Text might work, but also if there is a simple way to illustrate this that would be good too.
  11. Need a graphic for this.“We don’t talk enough about what brands should do with the data once they have it. We’ve spent a great deal of time and energy collecting it, but very little time discussing how to use it to get closer to our customers.”There is a huge and potentially missed opportunity
  12. If you can make this funny visually, please do!
  13. Will talk about how Samsung uses gamification to encourage product reviews, user generated Q&A and then uses that data for additional insights about their customers.
  14. Tell the Samsung story about using social for product registration over this slide. Graphic should support that. Get screengrab
  15. Need a graphic
  16. I don’t want to use this graphic. Placeholder. Will tell the story that Virgin appends users travel data to a personal travel map, but also allows them to add destinations they plan to travel to in the future. Graphic should support that.Virgin Australia creates a travel map of all the places their customers have been and where the plan to go in the future.
  17. This graphic will need to be tweaked. Currently (in my browser) Whole Foods doesn’t display the logged in users full name on screen. It’s a glitch on their end. We should mock up a full name on screen for this example.Whole Food personalizes the site experience for registered users. “Sometimes it’s as simple as showing me that you know my name. Whole Foods displays a warm welcome on screen to registered users. However, they go further than that . . .”
  18. Whole Foods appends the user profile with customer selected food items to use as a shopping list at retail.
  19. Improve the Effectiveness of Social Media Campaigns - Dr. Pepper (tracks participation in campaigns within the profile)ShowDr Pepper fans doing different campaigns
  20. Graphic representing the title of this slide. These bullet’s won’t stay.
  21. Needs a graphic. I may have bullets to add as well.
  22. What’s the demographic of your audience and where are they?Needs a graphic. I may have bullets to add as well.
  23. Needs a graphic from Dr. Pepper. The story is that Dr. Pepper appends profiles with participation data so that they can segment their users based upon the campaigns they chose and chose not to participate in.The Social Profile is the picture we paint of ourselves.Brands should take stock of the data and use progressive profiling techniques to gain additional valuable data from customers.Progressive Profiling example????
  24. Needs a graphic from Dr. Pepper. The story is that Dr. Pepper appends profiles with participation data so that they can segment their users based upon the campaigns they chose and chose not to participate in.
  25. Needs a graphic. I may have bullets to add as well.
  26. Recap slide
  27. This slide will talk about the future of targeted advertising. Take visual cues from the slide title.
  28. Whether it’s in feed promotion on Twitter, Tumblr or Foursquare, native advertising is the attempt to It’s not coincidence that the best native advertising happens on mobile where brands have greater access to your identify via device, app and location.
  29. Hand holding You’re out of coffee, target brand has coffee on sale 3mi from your
  30. Replace with Google Glasses, Nike Fuel Band, Hulu logo
  31. You get this guy