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Driving Growth with Omnichannel Marketing in 2020

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Driving Growth with Omnichannel Marketing in 2020

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The need for an Omnichannel marketing strategy

A single view of the customer - A single view of the user’s lifecycle

Drive significant ROI through Omnichannel marketing – Industry examples and best practices

How AI and machine learning can boost your Omnichannel campaign performance

The need for an Omnichannel marketing strategy

A single view of the customer - A single view of the user’s lifecycle

Drive significant ROI through Omnichannel marketing – Industry examples and best practices

How AI and machine learning can boost your Omnichannel campaign performance

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Driving Growth with Omnichannel Marketing in 2020

  1. 1. Driving Growth with Omnichannel Marketing in2020 Presented by Gabriel Caramis
  2. 2. InToday’s Speech We’ll Discuss: •The need for an Omnichannel marketing strategy •Single view of customer - A single view of the user’s lifecycle •Drive significant ROI through Omnichannel marketing – Industry examples and bestpractices •How AI and machine learning can boost your Omnichannel campaign performance
  3. 3. Today’s Digitally Connected Worldand Your User Users switch between screens to complete tasks, using an average of 3combinations every day. Source: Google Consumers regularlyuse more than four touch- points with a brand before purchase. Source: Marketing Week Customers think brands need to put more effort into providing a seamless experience. Source: Zendesk Higher lifetime valuefor omnichannel shoppers than those who shop using only onechannel. Source: Google 90% 50% 87% 30%
  4. 4. What is Omnichannel Marketing? Jane Clarke Visits your retail store and looksat shoes. Downloads your app. Scans QR code and buys using yourapp to claim 25% discount. Visits your website and looks att-shirts but does notbuy. Receives a push notification on her mobile about offers on t-shirts. Clicks on the notification and lands on theapp.
  5. 5. The Need for an EffectiveOmnichannel Marketing Strategy 89% higher customer retention in companies with an effectiveomni- channel engagement strategy. Source: Invespro 71% of in-store shoppers say that smartphones are important fortheir in-store experience. Source: Invespro Only 1out of 26 unhappy customers complain –the rest might just leave. Source: Esteban Kolsky
  6. 6. Single View of TheCustomer Customer View With Woobble CRM Website &App Call-centre DataOffline Data Website App Push SMS Email Social and Display Ads PPC
  7. 7. Single View of TheCustomer: A Single View ofThe User’s Lifecycle Prepaid Customer JohnDoe LifetimeValue INR 20,053 Avg. Value EUR 20,537.00 Transaction History (LTV) 67 TotalTransactions DORMANT SINCE 5 daysago LAST SEEN ON Feb 2,2018 FIRST SEENON Feb 4,2015 User Credentials John’sDevices johnd@kpcb.com EMAIL +1 -234511671 MOBILE NUMBER • iPhone X • iPad • Safari on mobile • GalaxyS8 • Google Chromeon • Windows Mobile Tariffs LAST PACKAGEVIEWED Smart home StarterPackage LAST PACKAGEPURCHASED Mega Deal of the Week LAST PACKAGESEARCHED Bucharest CITYLOCATION More AboutJohn John’sTop Activities Package Viewed PackagePurchased Recharged
  8. 8. Driving Significant ROI withOmnichannel Marketing in 2019 Industry Examples, Use Cases, and ExpertTips
  9. 9. The need for Omnichannel engagementacross the 4 stages in a user’slifecycle Acquire Activate Revenue Retain
  10. 10. How Oasis Enhances In-storeShopper Experience Using Digital Tools Oasis is a U.K.fashion retailer that fuses their ecommerce site, mobile app, and brick-and- mortar stores into a simple shopping experience. Sales associates armed withiPads. Provide on-the-spot, accurate, and up-to- date product information. Acts as a cash register. Place instant orders for out ofstock items delivered to shopper’s home. Plus, shoppers can download Oasis' appto supplement their in- store (or online) shopping experiences. Source:Hubspot
  11. 11. Starbucks: Makes Ordering Easierand Boosts Revenue Order their coffees whilethey’re in line or evenearlier. Pick up once in store and easily pay for it with Apple Pay or Google Pay. Also use their Apple Watchto order, pay, and track their Starbucks rewards. Mobile payments reached 29% oftransactions. The Mobile Order & Pay app is also growing every quarter, getting to 8% of a quarter’s transactions. Results
  12. 12. Web Push Push Notification In-app NATIV Ad Network Retargeting Email Omnichannel Marketing WithWoobble
  13. 13. Marketing That Proactively Engages UsersAcross Channels • Create, visualize and deploy Omnichannel lifecycle campaigns. • Deliver personalized recommendations to users, increasing engagement and revenue. • Reach users atthe right time through their preferred channel.
  14. 14. 20% Uplift in Revenue viaTelecom Selfcare App omnichannel user engagement across channels to drive usage and transactional revenue on the self-serve app. Upsell Products Recharge Reminders Cross- promotion User Onboarding User Reactivation Install First- purchase Reactivate Retain
  15. 15. Tokopedia ImprovesFirst- month User Retention by 60% Automated User Onboarding –identified the various steps in a new user onboarding to brand discovery and delivered the right message at the right time at every stage in a user's lifecycle to eliminate possible chokepoints or reduce user ambiguity.
  16. 16. AIand Machine Learning inOmnichannel Marketing
  17. 17. How AIand ML CanHelp Marketers Maximize Campaign Performance • Facebook and Google ad platforms use machine learning and artificial intelligence to map targetaudiences. • Google AdWords’ automatic auction-based system helps advertisers in bid optimization. • AI-powered chatbots remember customers’ visits, past chats,ensure hassle-free experience. • 1:1 personalized marketing content for thousands of users at scale across touch-points. • Predictive marketing uncovers the most impactful insight by understanding consumer behavior and activity.
  18. 18. AIand Machine Learning in DigitalMarketing Eliminate the guesswork from your marketingcampaigns with AIand machine learning.
  19. 19. SHERPA: Powerful Machine Learningfor Campaign Optimization Content Optimization 22% Higher clicks Send-time Optimization 35% 10% 14% Higher conversions Higher clicks Higher conversions
  20. 20. Omnichannel Marketing BestPractices for 2020 Place customer experience at the center of your marketing strategy. Understand the role of each channel in your customer’s journey. Leverage technology and make your marketing ‘Intelligent’. Measure in real-time. Take a data-drivenapproach.
  21. 21. Omnichannel Marketing BestPractices for 2020 Strive for consistency. Empower your in-personrepresentation. Digitally replicate in-personexperience. Stay agile and be prepared to make adjustments along the way. Realize that it’s an ongoingeffort.
  22. 22. Any Questions?
  23. 23. Let’s Craft your Omnichannel Future Find out how you can increase your sales from our OmniChannel Engagement Specialist. Write to me at gabriel@wobble.com Let’s connect on LinkedIn: https://www.linkedin.com/in/gabrielcaramis/ Visit our website: https://www.woobble.com/

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