Data driven marketing.

1. [Multi-Channel Marketing] The new customer communication experience

2. The New Customer Expectation ”Recession will mean an insistent and potentially rewarding invitation to consumers to reconsider everything they do/buy/desire. This will result in a fiercer scrutiny by consumers of all claims, and declining tolerance for unsatisfactory experiences.” James Murphy, editorial director of nVision 11/19/09 © Datalicious Pty Ltd 2

3. Today we’re going to talk about the importance of an integrated communication strategy, across the new mix of communication options. 11/19/09 © Datalicious Pty Ltd 3

4. Why?To help you deliver communications efficiently, with relevance, and most importantly with a single voice 11/19/09 © Datalicious Pty Ltd 4

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7. So….How good is your companies communications experience? 11/19/09 © Datalicious Pty Ltd 7 Let’s start with an exercise

8. How many of you… Asks customers what their preferred method of contact is? Know which ways they don’t want to be contacted? Knows when the best time to send their customers emails? Send birthday cards out to loyal customers? Reminds customers if they miss important messages or dates? 11/19/09 © Datalicious Pty Ltd 8

9. Have a profile page on Facebook? 11/19/09 © Datalicious Pty Ltd 9

10. Deliver updates to your customers via Twitter? 11/19/09 © Datalicious Pty Ltd 10

11. Use YouTube to talk to customers 11/19/09 © Datalicious Pty Ltd 11

12. Have clients on MSN or Skype 11/19/09 © Datalicious Pty Ltd 12 Your Company Name here

13. These are all zero cost communications 11/19/09 © Datalicious Pty Ltd 13

14. The new landscape These new communication channels give you more flexibility and better knowledge of your customer, that can feed straight back into your CRM 11/19/09 © Datalicious Pty Ltd 14

15. The new landscape These new communication channels give you more flexibility and better knowledge of your customer, that can feed straight back into your CRM 11/19/09 © Datalicious Pty Ltd 15

16. But, there’s a catch Your customers are now letting you into their personal space – you can’t shout the same messages you do in the outside world You need to: Understand them better Help them but not annoy them Be relevant and human 11/19/09 © Datalicious Pty Ltd 16

17. One Size doesn’t fit all 11/19/09 © Datalicious Pty Ltd 17 Channel Relevance Message Relevance + We have a much more fragmented range of choices when communicating with customers, and their expectations are far greater than ever before about you getting it right.

18. Why integrate communication? Every contact with your customer is a opportunity not a cost centre More feedback loops to learn about your customers with digital and social media Often the biggest annoyances are simple to fix Turn retention into advocacy by exceeding expectation More successful acquisition as you gain trust, and continue to deliver exceptional communications Oh, and these new channels are low to zero cost. 11/19/09 © Datalicious Pty Ltd 18

19. You need a single voice To do this, you need a system that understands all of the channels of communication. A platform that understands where the customer is up to and what’s next. A platform that manages the smarts and ties all of the touchpoints together so regardless of environment, you always look, sound and act the same to your customers. 11/19/09 © Datalicious Pty Ltd 19

20. Main benefits Cost efficiencies Channel selection Resources Communication consistency Internally Partners Customer experience Acquisition Retention 11/19/09 © Datalicious Pty Ltd 20

21. 22/10/2009 © Datalicious Pty Ltd 21 Contact DaveM +61 423 918 386dsanderson@datalicious.com Follow ustwitter.com/dataliciousblog.datalicious.com

22. [ About Datalicious ] 101011010010010010101111010010010101010100001011111001010101010100101011001100010100101001101101001101001010100111001010010010101001001010010100100101001111101010100101001001001010 22/10/2009 © Datalicious Pty Ltd 22

23. Our vision “Actively helping companies to optimise their digital programsby providing actionable insights based on solid data analysis.” 22/10/2009 23 © Datalicious Pty Ltd

24. [ Continuous optimization ] 22/10/2009 © Datalicious Pty Ltd 24

25. [ Full service without silos ] 22/10/2009 © Datalicious Pty Ltd 25 Continuous optimization Analytics framework

26. [ Company profile ] Datalicious was founded in 2006 with the aim of creating a new breed of marketing consultancy. An agency that makes data accessible to non-analysts and provides actionable insights to marketers. The company has now grown to a team of 8 and offers a wide range of data services ranging from platform design, implementation and integration over data mining, analysis and reporting to media planning, website optimisation and strategic consulting. Datalicious also sits on the Omniture Customer Advisory Board as the only agency representative and is a very active member in the Australian Direct Marketing Association (ADMA) where we sit on the Executive Committee of the Data & Analytics Council advising the industry on data best practices and policies. 22/10/2009 © Datalicious Pty Ltd 26

27. [ Challenging clients ] 22/10/2009 © Datalicious Pty Ltd 27

28. [ Wide range of services ] 22/10/2009 © Datalicious Pty Ltd Data Insights Action End To End Data Platforms Keyword Research Search Lead Media Web Analytics Solutions Campaign Reporting Campaign Optimisation Marketing System Integration Social Media Monitoring Internal Search Optimisation Media Attribution Models Targeting/Merchandizing Quantitative Research Omniture Specialists Market/Consumer Trends A/B, Multivariate Testing Google Analytics Specialists Competitor Analysis Staff Training/Workshops 28

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