Customer retention on digital platform is the need of hour. The goal of the firm is to improve digital engagement by enhancing customer experience. The firm wants to boost up its customer loyalty, acquisition and retention by engaging customer on digital platforms and devices. This template is useful for the top level management in enhancing digital capability of the firm by increasing customer engagement on different digital platforms. A survey will be conducted which will assess overall customer experience on digital platform in terms of how effective is firms digital marketing campaign, whether the firm has effective onboarding process, etc. Being a digital firm, it is necessary to look for aspects that help firm in engaging customers digitally as it is found from several statistics that highly engaged customers will purchase frequently which ultimately leads to increased customer lifetime value. Active engagement of customers can be achieved through digital storytelling in the form of advertisement on various digital channels. Email marketing campaign is also an effective way of engaging with customers by sending customized messages at right moment. Tracking customer engagement across various digital channels will help firm in targeting the potential customers. As a digitally active firm, it is necessary to be in sync with future requirements by keeping track of the future trends that are prevailing in the industry. https://bit.ly/33Ur6Bb

1. Enhancement of Customer
Digital Engagement on
Online Platform
Gaining Competitive Advantage by Providing
Seamless Customer Experience
1

2. Table of Contents
03. Customer Journey Mapping
› Customer Footprint
› Customer Journey Roadmap
› Digital Touchpoints in Customer Journey
01. Introduction
› Why Customer Digital Engagement Recommended
› Characteristics of Successful Customer Engagement
› Consumers Active Engagement Across Various Channels
› Impact of Highly Engaged Customers on Business Success
› Future Trends in Digital Engagement
02. Customer Digital Engagement Survey
› Questionnaire for Determining Customer Engagement
› Survey Questionnaire Analyses
04. Understanding Customer and their Digital Engagement
› Target Customer Profile
› Buyer Persona
› Phases of Customer Engagement
› Digital Engagement Framework
05. Digital Engagement Strategies
› Digital Storytelling through Online Advertisement
› Digital Engagement on Social Media
› Email Marketing Campaign
10. Customer Digital Engagement Dashboard
› Various Key Metrics to Determine Customer Engagement
› Social Media Engagement Performance
› Email Marketing Dashboard
› Website Traffic Performance
› Digital Campaign Performance
09. Determining Customer Digital Engagement
› Customer Engagement Index
› Customer Usage Schedule and Patterns
08. Customer Engagement Optimization
› Optimization Model for Digital Engagement
o Improve Process
o Optimize Workforce
o Enrich Interaction
11. Case Study – Enhanced Digital Engagement
06. Firm Investment in Enhancing Digital Engagement Experience
05. Digital Customer Engagement Timeline
07. Roadblocks in Digital Customer Engagement
2

3. 01
Introduction
› Why Customer Digital Engagement Recommended
› Characteristics of Successful Customer Engagement
› Consumers Active Engagement Across Various Channels
› Impact of Highly Engaged Customers on Business Success
› Future Trends in Digital Engagement
3

4. Why Customer Digital Engagement Recommended
10%
70%
› Increase customer lifetime value
› Add Text Here
› Add Text Here
Highly Engaged Customers Trust
Brand Advertising
› Unsolicited, valuable feedback to
merchants and ultimately become
unofficial brand advocates
› Decrease customer acquisition costs
Highly Engaged Customers Trust
Recommendations from a Friend
Highly Engaged
Customers Bring in
23%More Revenue
› Highly engaged customers tend to spend more
› Make purchases frequently
This slide provides information regarding the key aspects that lead to digitization of client engagement.
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
This slide provides
glimpse about the
necessity of digitalization
of customer
engagement. User can
made alterations in this
slide according to their
requirement.
4

5. Characteristics of Successful Customer Engagement
This slide provides information about the major attributes of successful digital customer engagement.
32%
29%
44%
36%
36%
39%
50%
55%
0% 10% 20% 30% 40% 50% 60%
Timeliness
Efficiency
Real-time engagement
Transparency
Leaders
Followers
Engaging the customer with personalized and relevant messaging is the key to customer loyalty.
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
This slide provides glimpse
about crucial attributes that
successful digital customer
engagement deliver. User
can made alterations in this
slide according to their
requirement.
5

6. Consumers Active Engagement Across Various Channels
27% Actively Read Blogs
Blog
51% are Active Texters
Mobile
33% use IM regularly
IM
63% use Facebook weekly
Social
87% use email 1+times per day
Email
This slide provides information regarding the active engagement of customers on various digital platform.
This slide provides glimpse
about how much the
customers are actively
engaged on various digital
platforms. User can made
alterations in this slide
according to their
requirement.
6

7. Impact of Highly Engaged Customers on Business Success
This slide provides information regarding the affect of increase digital engagement among the customers that lead to positive business outcome.
More likely to be
experiencing
growth of more
than 10%
4x
More likely to be
in the top quartile
of Net Promoter
Score
3x
More likely to see high
acquisition rates- an
increase of annual rate
between 5% and 25%
3x
More likely to
experience a
churn rate of less
than 10%
<10%
Low resolution of image
This slide provides glimpse
about the positive impact of
digital customer
engagement on business.
User can made alterations
in this slide according to
their requirement.
7

8. Future Trends in Digital Engagement
Hyper Personalization
› Customized experience leads to customer loyalty
› Real time adjustments
› Proactive experience by faster completion of customer goals
Smart Stores
› Rich omnichannel experience
› Virtual concierge
› Instant gratification
› Add Text Here
Intelligent Assistants
› Enhanced consumer interactions
› Humanizing digital support
› Add Text Here
Virtual and Augmented Reality
› Developing virtual products
› Democratized ecosystem
› Add Text Here
This slide provides information regarding the key trends that firms will follow in the field of digital engagement in future.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide provides glimpse
about the key trends that
will prevail in future in
context digital engagement.
User can made alterations
in this slide according to
their requirement.
8

9. 02
Customer Digital Engagement Survey
› Questionnaire for Determining Customer Engagement
› Survey Questionnaire Analyses
9

10. Attributes Very Poor Poor Fair Good
Very
Good
Excellent
High touch onboarding process ❑ ❑ ❑ ❑ ❑ ❑
Client engagement on various digital platform ❑ ❑ ❑ ❑ ❑ ❑
Customer experience ❑ ❑ ❑ ❑ ❑ ❑
Effectiveness of digital marketing campaign ❑ ❑ ❑ ❑ ❑ ❑
Brand recommendation from acquaintance ❑ ❑ ❑ ❑ ❑ ❑
Digital innovation of products, business model ❑ ❑ ❑ ❑ ❑ ❑
Questionnaire for Determining Customer Engagement
This slide provides information regarding the sample questionnaire prepared in order to determine the customer engagement experience on digital platform.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide provides glimpse
about the questionnaire
that firm prepared in order
to determine the customer
experience in context to
digital engagement. User
can made alterations in this
slide according to their
requirement.
10

11. Survey Questionnaire Analysis (1/2)
0%
10%
20%
30%
40%
50%
60%
High Touh Onboarding
Process
Client Engagement Customer Experience Digital Experience
Effectiveness
Brand Recommendation Add Text Here Add Text Here
Excellent Very Good Good Fair Poor Very Poor
This slide provides information regarding questionnaire analysis on various parameters.
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
This slide provides glimpse
about the analysis of the
questionnaire on various
parameters. User can made
alterations in this slide
according to their
requirement.
11

12. Survey Questionnaire Analysis (2/2)
This slide provides information regarding questionnaire analysis on various parameters.
Good
Excellent
Satisfactory
Very poor
Poor
5%
14%
45%
21%
15%
2019
Excellent
Good
Poor
Satisfactory
28%
39%
17%
12%
4%
2020
Very poor
12 17 19 21
11
13 14 1110
5 3 59 5 7 7
42 40 43 44
0
20
40
60
80
Digital Experience Effectiveness Better Customer Experience Effective Client Engagement High Touch Onboarding Process
Strongly Disagree
Disagree
Agree
Strongly Agree
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
Overall Customer Experience
This slide provides glimpse
about the analysis of the
questionnaire on various
parameters. User can made
alterations in this slide
according to their
requirement.
12

13. 03
Customer Journey Mapping
› Customer Footprint
› Customer Journey Roadmap
› Digital Touchpoints in Customer Journey
13

14. Customer Footprint
Targeted Display Target Segment
Display
Un–Mapped Search User
Search
New mobile opt - in
MobileFrequent website visitor; occasional
purchaser
Site
Email subscriber; active opener and clicker
Email
This slide provides information regarding the client presence on different online platforms.
Merkle Customer Data Access
› Purchase history
› Demo/psychographic segments
Data Overlay
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Un-mapped Mapped
Engagement
Extensive social network; active Facebook Fan
Social
This slide provides glimpse
about the online presence
of client on different
platform. User can made
alterations in this slide
according to their
requirement.
14

15. Customer Journey Roadmap
Digital Touchpoints
Physical Touchpoints
Online Display
Search
Paid Content
EMAIL
Websites/Landing Pages
Social Media
3rd Party Sites
Mobile App Site
Website
Survey
Offers to Customers
MailingsCall Center/IVR
Agent/Broker
Store/Branch
Direct MailWord of Mouth
Radio
TV
Print
PR
Community
Web Self -Service
Chat
Twitter/Social
Offers in Invoice
Loyalty Program
Email
Awareness Consideration Purchase Service
Loyalty
Expansion
This slide provides information regarding the customer journey on various digital as well as physical touchpoints.
Managed Touchpoint
Earned Touchpoint
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide provides glimpse
about different physical and
digital touchpoints that
customer interact during
their journey. User can
made alterations in this
slide according to their
requirement.
15

16. Digital Touchpoints in Customer Journey (1/2)
Journey Improved human interactions Digitally enabled service Fully digital, automated self-service
Identify
› Educational marketing
› Strong technical expertise with focus on
creating value for customer
› Live chat/call – back tool
› Joint web shopping with sales rep
› Product/solution navigator
› Product configurator
› Lead Capturing
Select and Buy
› Independent performance comparisons
› Simple and transparent pricing
› Sales rep empowered to live-quote based on
dynamic deal scoring
› Online content iterations and signature
› Interactive value calculators
› Web shopping, including availability
and delivery timing
Codevelop or
Customize
› Best-practice standard on project
governance, resource tracking, and
progress reporting
› Cloud-based collaboration platform
› Interactive products/solution holding and
simulation
› Open innovation platforms giving
access to key data
Deal with Issues
› Apology and acknowledgment of problem
› Full Transparency about situation
› Explanation and help to prevent
› Augmented-reality tool to guide response
› Visit scheduling and preparations based on
remote diagnostics
› Self-help guides
› Notifications tracking resolution
progress
Use Product
› Simple, intuitive interactions
› Efficiency packaging
› Friendly service, looking to add value
› New offerings (eg, uptime guarantees
or hourly pricing)
› Remote equipment monitoring to
trigger maintenance
Reorder
› Offering but never pushing visits
› Focus on simplicity (eg, clear product
documentation and simple invoices)
› Next-product-to-buy engine to add value
and drive cross-selling
› Analytics-based order reminder
› 1–slide reordering through self-service
website
This slide provides information regarding the customer journey on various digital as well as physical touchpoints.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide provides glimpse
about different touchpoints
that customer interact during
their journey. User can
made alterations in this slide
according to their
requirement.
16

17. Digital Touchpoints in Customer Journey (2/2)
Touchpoints Description
Website search
› Leveraging website
› Assessing product data
Channel diversification
› New sales channels expansion
› Product content optimization across channels
Customer services
› Consistent exception customer experience and service
› Shipment tracking and returns
Ratings and reviews
› Encouraging and enabling reviews
› Monitoring feedback
Social media
› Using dynamics ads to target customer to reconsider product
› Positioning as industry thought leader
Intentional channels of demand
› After explicit search for product by consumers who will make purchase in future.
› Critical to place product in front of consumer by –
› Paid search ads
› Product ads
Latent Channels of demand
› Design to capture and retain shoppers by allowing them to shop at various platform –
› Mobile
› Desktop
› Voice assistant
Experience fulfillment
› Fulfillment automation
› Shipment tracking
› Fast returns
This slide provides information regarding the customer journey on various digital as well as physical touchpoints.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide provides glimpse
about different physical and
digital touchpoints that
customer interact during
their journey. User can
made alterations in this
slide according to their
requirement.
17

18. 04
Understanding Customer and their
Digital Engagement
› Target Customer Profile
› Buyer Persona
› Phases of Customer Engagement
› Digital Engagement Framework
18

19. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Age: 29
Bio: Single, Software Developer
Interests: Family, online games, day trips
Technology: iPhone, tablet, laptop
Technographics Profile: Critic
Social Networks: Facebook, Mumsnet
NAME: DAVE
Target Customer Profile
This slide provides information regarding the target customer profile that firm’s created.
This slide provides glimpse
about the firm’s
representation of ideal
customer profile. User can
made alterations in this
slide according to their
requirement.
19

20. Buyer Persona
Adam Marshall
Background
Customer ‘s past
experience
Demographics
› Gender › Age › Annual income
Goals
Goal 1 Goal 2 Goal 3 Goal 4
Challenges
Challenges 1 Challenges 2 Challenges 3 Challenges 4
Common Objections
Add Text Here Add Text Here Add Text Here Add Text Here
Biggest Fears
Add Text Here Add Text Here Add Text Here Add Text Here
This slide provides information regarding the buyers persona that firm created to portray ideal customer characteristics.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Hobbies & Interests
› Add Text Here
› Add Text Here
› Add Text Here
› Add Text Here
This slide provides glimpse
about the buyers persona
that firm created to display
ideal customer
characteristics. User can
made alterations in this
slide according to their
requirement.
20

21. Phases of Customer Engagement
› Finding audience
o Facebook reach
o Website visitors
› Add Text Here
› Provide relevant content for –
o Loyal website visitors
o Facebook likes
› Add Text Here
› Add Text Here
› Facilitate connections
› Replies and forwards
› Add Text Here
› Add Text Here
› Acknowledge contributions
o Shares and mentions
› Audience empowerment
› Follow up
› Add Text Here
Reach Interest Involve Activate
This slide provides information regarding the various strategies that are implemented during different phases in customer engagement process.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide provides glimpse
about the several strategies
that are implemented
during different phases in
engagement process. User
can made alterations in this
slide according to their
requirement.
21

22. Digital Engagement Framework (1/2)
Outreach
› How can we reach out to new audiences?
› Where do we have to be to meet our audience online
› How do we turn passers-by into brand
advocates that are highly engaged?Engagement
Audience
› What do you reach and who
do you want to reach?
› What does your audience
look like?
Activities
› How will you make the
connection between your
audience and your
assets?
Platform
› Where can you find your
audience?
› Which platforms do you use?
This slide provides information regarding the framework which is developed in order to identify value creation opportunities for digital engagement.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Assets
› What is it that makes you
stand out?
› What does your organization
have to offer?
› What makes you unique?
› Which specific assets
will you focus on?
Content
Goal
› What do you want to achieve?
Values
› What are the things you stand for?
Ambition
› Why do you use digital media?
› Where do you want to go?
This slide provides glimpse
about the engagement
framework that is designed
in order to identify value
creation opportunities. User
can made alterations in this
slide according to their
requirement.
22

23. Digital Engagement Framework(2/2)
XYZ
Brand
Audience
25 – 35 Yr. Old
Objectives
Email conversions
Co- created Value
Long term relations
Trends
High consumer switching rate
Assets
› Product 1
› Product 2
Technology
25 – 35 Yr. Old
Processes
Content strategy
Reach
› Online advertisement
› Blogs
› Onsite opportunities
Information
Metrics
Customer Profile
› Digital campaign
› Add text hereEngage
This slide provides information regarding the framework which is developed in order to identify value creation opportunities for digital engagement.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide provides glimpse
about the engagement
framework that is designed
in order to identify value
creation opportunities. User
can made alterations in this
slide according to their
requirement.
23

24. 05
Digital Engagement Strategies
› Digital Storytelling through Online Advertisement
› Digital Engagement on Social Media
› Email Marketing Campaign
24

25. Digital Storytelling through Online Advertisement (1/2)
Use for conversions and high engagement (but can
get cost prohibitive for other objectives).
Desktop News Feed
Mobile
Use primarily for driving discovery and
brand awareness.
Desktop Right Column
Reserve for retargeting and remarketing to brand-
aware people.
This slide provides information regarding online advertisement on various digital devices in order to engagement clients.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide provides glimpse
about advertisement as a
story telling tool on various
digital devices for client
engagement. User can
made alterations in this
slide according to their
requirement.
25

26. Digital Storytelling through Online Advertisement (2/2)
This slide provides information regarding online advertisement on various digital devices in order to engagement clients.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide provides glimpse
about advertisement as a
story telling tool on various
digital devices for client
engagement. User can
made alterations in this
slide according to their
requirement.
26

27. Digital Engagement on Social Media
Start of work
› Audience creation
› Outline social strategy
› Content calendar
› Add text here
During the month
› Creative content creation
› Posts on social media
› Blogs and articles
› Engagement response
› Social media ad campaigns
› Add text here
End of month
› Campaign creation
› Reporting
› Add text here
› Add text here
This slide provides information regarding social media platform which is considered as an effective way of customers engagement as well as business growth with global outreach.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide provides glimpse
about the social media
marketing strategy that firm
will use for engagement.
User can made alterations
in this slide according to
their requirement.
27

28. Email Marketing Campaign
@
Marketing tool than any other social
media platform
Email is still almost 40 times more effective
This slide provides information regarding email marketing campaign which is considered as an effective way of engaging customers by providing customized messages at the right
moment.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
72% People prefer getting
promotional content through email
For example:- It’s been a while! Did you still want to hear from
us?
This slide provides glimpse
about the email marketing
strategy that firm will use
for engagement. User can
made alterations in this
slide according to their
requirement.
28

29. 06
Digital Customer
Engagement Timeline
29

30. Digital Customer Engagement Timeline
Duration 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Welcome New
Subscriber
Free
value
Free value +
blog post link
Free value
+ soft sell
Free value +
small request
Activity
This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 30
This slide provides information regarding customer engagement timeline with necessary activities with duration.
This slide provides glimpse
about the customer
engagement of firm on digital
platform with key activities
involved in improving digital
engagement of customers.
User can made alterations in
this slide according to their
requirement.

31. 07
Firm Investment in Enhancing Digital
Engagement Experience
31

32. Firm Investment in Enhancing Digital Engagement Experience
Category In House Expense Outsource Expense Total Category Amount
Content Creation
Writing
Graphics
Video
($ per hour x hours per month) (No. of Content pieces x $ per piece /project Text here
Social Engagement
Social channel 1
Social channel 2
($ per hour x hours per month) ($ per hour x hours per month)
Text Here
Social Advertising
Social channel 1
Social channel 2
(N/A)
($ per day x hours per month)
Text Here
Promotions
Campaign 1
Campaign 2
($ per campaign) ($ per campaign) Text Here
Software/Tools
Monitoring
Scheduling
Analytics
(N/A) ($ per campaign) Text Here
Total - - -
This slide provides information regarding the investment the firm has to make in order to enhance its digital customer engagement.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide provides glimpse
about the investment made
by firm in improving digital
engagement of customers.
User can made alterations
in this slide according to
their requirement.
32

33. 08
Roadblocks in Digital Customer
Engagement
33

34. Roadblocks in Digital Customer Engagement
Organizations should evaluate digital engagement platforms that present a complete view of each customer so that agents have the information
they need to deliver a richer, more personalized experience.
Lack in personalization
› No access to actionable customer data for personalization interactions
› Issue in delivering a personalized experience at every phase in customer
journey
Consistency
› Delivering consistent experience through multiple channels
› Hassle free customer journey
360 holistic view of customer
› Issue in enhancing customer experience
› Issue of proactive action
This slide provides information regarding the different challenges that firm face during the process of digitally engaging customers.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide provides glimpse
about the various
challenges that firm face
during the process of
digitally engaging
customers. User can made
alterations in this slide
according to their
requirement.
34

35. 09
Customer Engagement Optimization
› Optimization Model for Digital Engagement
o Improve Process
o Optimize Workforce
o Enrich Interaction
35

36. Optimization Model for Digital Engagement
Employee
Desktop
Case
Management
Knowledge &
Web
Self- Service
Email Chat
& Co -
Browse
Social
Engagement
Desktop
Analytics
E –Learning &
Coaching
Performance
Management
Workforce
Management
Quality
Monitoring &
Recording
Engagement
Analysis
Speech
Analytics
Text
Analytics
Enterprise
Feedback
Management
Voice
Biometrics
Customer
Engagement
Optimization
This slide provides information regarding the process of optimizing customer engagement on digital platform.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide provides glimpse
about digital engagement
optimization process. User
can made alterations in this
slide according to their
requirement.
36

37. Optimization Model – Improve Process
Customer
Engagement
Optimization
Desktop
Analytics
E –Learning
& CoachingPerformance
Management
Workforce
Management
Quality
Monitoring &
Recording
Make
customers feel
valued and
understood Help ensure
contacts are
personalized and
efficient
Make the right
answers easy
and quick to
find
Put help
and support
readily at
hand
Make
subsequent
contact feel
welcome and
familiar
Provide real
time assistance
and contextual
insight,
improving
service
Employee
Desktop
Case
Management
Knowledge &
Web
Self- Service
Email Chat
& Co -
Browse
Social
Engagement
Use predictive
analysis to
improve service
quality and
reduce risk
Deliver coaching
and training
promptly, as it is
needed
Give targeted
guidance,
prompting and
feedback
Aligns
employees to
customers
demands
Help ensure
employees have a
single view of the
customer and their
journey
Track customer
preferences
and use them
to inform R&D
Share
intelligence and
insights with
departments
across the
enterprise
Create
processes that
are consistent
across all
channels
Target more
accurately, with
appropriate and
personalized
communication
Provide
employees with
relevant
knowledge and
guidance in real-
time
Help ensure that
customers are
routed quickly to
the right
department
Deliver dear
insight into
customer
behaviour to
shape future
services
Engagement
Analysis
Speech
Analytics
Text
Analytics
Enterprise
Feedback
Management
Voice
Biometrics Help
Customers
Spend Less
Time On
Routine Tasks
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Increase Revenue
Enhance Loyalty
Improve Efficiency
Reduce Risk
This slide provides information regarding the process of optimizing customer engagement on digital platform.
This slide provides glimpse
about digital engagement
optimization process. User
can made alterations in this
slide according to their
requirement.
37

38. Optimization Model – Optimize Workforce
Customer
Engagement
Optimization
This slide provides information regarding the process of optimizing customer engagement on digital platform.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Increase Revenue
Enhance Loyalty
Improve Efficiency
Reduce Risk
Make
customers feel
valued and
understood Help ensure
contacts are
personalized and
efficient
Make the right
answers easy
and quick to
find
Put help
and support
readily at
hand
Make
subsequent
contact feel
welcome and
familiar
Provide real
time assistance
and contextual
insight,
improving
service
Use predictive
analysis to
improve service
quality and
reduce risk
Deliver coaching
and training
promptly, as it is
needed
Give targeted
guidance,
prompting and
feedback
Aligns
employees to
customers
demands
Help ensure
employees have a
single view of the
customer and their
journey
Track customer
preferences
and use them
to inform R&D
Share
intelligence and
insights with
departments
across the
enterprise
Create
processes that
are consistent
across all
channels
Target more
accurately, with
appropriate and
personalized
communication
Provide
employees with
relevant
knowledge and
guidance in real-
time
Help ensure that
customers are
routed quickly to
the right
department
Deliver dear
insight into
customer
behaviour to
shape future
services
Help
Customers
Spend Less
Time On
Routine Tasks
E –Learning
& CoachingPerformance
Management
Workforce
Management
Quality
Monitoring &
Recording
Employee
Desktop
Case
Management
Knowledge &
Web
Self- Service
Email Chat
& Co -
Browse
Social
Engagement
Engagement
Analysis
Speech
Analytics
Text
Analytics
Enterprise
Feedback
Management
Voice
Biometrics
Desktop
Analytics
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optimization process. User
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38

39. Optimization Model – Enrich Interaction
Customer
Engagement
Optimization
This slide provides information regarding the process of optimizing customer engagement on digital platform.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Increase Revenue
Enhance Loyalty
Improve Efficiency
Reduce Risk
Make
customers feel
valued and
understood Help ensure
contacts are
personalized and
efficient
Make the right
answers easy
and quick to
find
Put help
and support
readily at
hand
Make
subsequent
contact feel
welcome and
familiar
Provide real
time assistance
and contextual
insight,
improving
service
Use predictive
analysis to
improve service
quality and
reduce risk
Deliver coaching
and training
promptly, as it is
needed
Give targeted
guidance,
prompting and
feedback
Aligns
employees to
customers
demands
Help ensure
employees have a
single view of the
customer and their
journey
Track customer
preferences
and use them
to inform R&D
Share
intelligence and
insights with
departments
across the
enterprise
Create
processes that
are consistent
across all
channels
Target more
accurately, with
appropriate and
personalized
communication
Provide
employees with
relevant
knowledge and
guidance in real-
time
Help ensure that
customers are
routed quickly to
the right
department
Deliver dear
insight into
customer
behaviour to
shape future
services
Help
Customers
Spend Less
Time On
Routine Tasks
E –Learning
& CoachingPerformance
Management
Workforce
Management
Quality
Monitoring &
Recording
Employee
Desktop
Case
Management
Knowledge &
Web
Self- Service
Email Chat
& Co -
Browse
Social
Engagement
Engagement
Analysis
Speech
Analytics
Text
Analytics
Enterprise
Feedback
Management
Voice
Biometrics
Desktop
Analytics
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optimization process. User
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39

40. 10
Determining Customer Digital
Engagement
› Customer Engagement Index
› Customer Usage Schedule and Patterns
40

41. Customer Engagement Index
Engagement behaviour
› Customers unaware or
uninterested of their assets
› Customers not engaged from
longer time
› Customers aware of
relationship but ignore
communication
› Past engagement with
customer but no regular
engagement in present time
› Awareness of relationship and
in favor of engagement
› Regular engagement but rarely
take action
› Customers well aware about
relationship and allow
communication
› Regular taking actions and
profile updating as a
engagement
When was the last time you
checked your account?
Who is this provider? Oh yeah, I should check it out…
I check now and then, but don’t
touch anything
Oh just now – I had to rebalance my
portfolio
Score = A% - (D + U)%
CEI Calculation Using Engagement Classifications
Dormants % + Unengaged% Actively Engaged%
Dormants Actively EngagedPassively EngagedUnengaged
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developed in order to
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engagement on business.
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41

42. Customer Usage Schedule and Patterns (2/2)
XYZ ABCUsers
Push
Email
In-App messages
News Feed Cards
Wearables
Morning Midday Evening
Peak Engagement
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42

43. Customer Usage Schedule and Patterns (2/2)
Wearables
News Feed Cards
In-app messages
Email
Push
Morning Midday Evening
Peak Engagement
ABC XYZUsers
This slide provides information regarding the tracking of customer online activity in order to determine ideal engagement time .
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43

44. 11
Customer Digital Engagement Dashboard
› Various Key Metrics to Determine Customer Engagement
› Social Media Engagement Performance
› Email Marketing Dashboard
› Website Traffic Performance
› Digital Campaign Performance
44

45. Various Key Metrics to Determine Customer Engagement(1/2)
Determining Website Traffic
Acquisition Behavior Conversions
Users New Users Sessions Bounce Rate
Pages/
Session
Avg. Session
Duration
Goal 1
Conversion
Rate
Goal 1
Completion
Goal 1 Value
6,184 5,819 7,178 86.63% 1.15 00:00:55 0.04% 3 $0.00
Organic Search 5,480 87.41% 0.03%
Direct 545 81.29% 0.16%
Referral 140 77.50% 0.00%
Social 45 84.91% 0.005
This slide provides information regarding questionnaire analysis on various parameters.
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Determining Visitors (New vs Returning)
New Visitors Total: 2,735 1.75%
Returning Total: 156 1.87%
90%
10%
This period
20%
80%
Last Period
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parameters. User can made
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45

46. Various Key Metrics to Determine Customer Engagement (2/2)
Email Open Rate
64%
47%
26%
14%
4%0%
10%
20%
30%
40%
50%
60%
70%
Sender Name Subject Time Offer Intro Paragraph Expected Length
Reasons for opening an Email
0
10
20
30
40
50
60
70
80
1/3/20 3/3/20 5/3/20 7/3/20 9/3/20 11/3/20 20/3/20 28/3/20
Total Clicks: 530
Period (01/03/20 – 25/03/20)
4.5% compared to previous 14 days 01-03-2020 - 25-03-2020
User Actions
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46

47. Social Media Engagement Performance (1/2)
Social Media Followers
You Tube subscribers (Last 30 days)
LinkedIn Key Metrics (last 30 days)
26,472
likes
45,322
Followers
6,524
Followers
-10
0
10
20
30
40
50
Gained Lost
Twitter Favorites of Last 10 Tweets(@))+
Twitter Retweets of Last 10 Tweets(@))
Instagram Overview
Favorites
26 7
VS.19(Prev.)
Retweets
418 141
Vs 277(prev.)
Posts
192
Followers
289
Following
109
Metric
Last 30 Days
Prev 30 Days
30 Days Trend
Clicks 1,197 1,273
likes 602 510
Shares 77 105
Followers 11,802 11,438
New Followers 364 306
Impressions 163,786 114,130
Text Here 1 Text Here 2 Text Here 1 Text Here 2
Aug 21,2019 to Aug 27,2019
Aug 14,2019 to Aug 20, 2019 (Prev.)
7 Days
Facebook page: Itsy Bitsy
Engaged Users
19,878
19%
VS.16,641(Prev.)
Page Impressions
8,391,834
9%
VS.7,688,733(Prev.)
Facebook Engaged Users and Page Impression
(Final)
Facebook Page Likes
Text Here 1 Text Here 2 Text Here 1 Text Here 2
This slide provides information regarding the dashboard that contains various performance indicators that are measured to determine engagement performance.
Aug 21,2019 to Aug 27,2020
Aug 14,2020 to Aug 20, 2020 (Prev.) 7 Days
Facebook page: Itsy Bitsy
Total Page Likes
8,132
-31%
VS.11,793(Prev.)
New Page Likes
432
35%
VS.321(Prev.)
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in order to determine online
engagement performance.
User can made alterations
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47

48. 72
Social Media Engagement Performance (2/2)
Customer & Competitive Insights
Trending Phrases
Increase Your Network
microsoft
products
b2b dynamics
live
trialscrm surface
marketing
centre
pcupgrade
explore
developer services
today
popular
Michael
Posts: Azure, purchase compare is following
Contoso
Alicante Trabaja
Posts: Interest Azure, Followed by Customer:
Skylabs
Kelli
Posts: Cloud, compare, interest Trending Post
on Blue Yonder
Social Metrics
0 100%
+15%
Good20Unique Customers Engaged
New Followers 325 OK
New Leads 20 Poor
Growing Your Network
Ok46Impressions
Messages Posted 2245 OK
Posts Shared by Followers 5727 Poor
Engaging your network
45
0 100%
+3%
New Leads Amplify your Corporate Story
HR Hr
Customer: Blue Yonder
Just posted seconds ago
Customer: Blue Yonder
Just posted seconds ago
Michael @magentoserver
Jason Carter
Michael Pucher @mpucher_CRM
Alicante Trabaja @Alicante Trabaja
Competitor: Skylabs
Connected on Facebook with Lead: Beaver Lake
Competitor: Skylabs
Connected on Facebook with lead: Beaver Lake
msn.com article: bc news update
Lead: Skylabs posted today
Customer: Progress Software @ ProgreeSW
Is mentioned 25 times on twitter
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in order to determine online
engagement performance.
User can made alterations
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48

49. Email Marketing Dashboard (1/2)
z
Channel Progress Sessions
Conversio
n Rate
Avg Time
on Site
Bounce
Rate
Events:
Sess…ratio
Organic
Se… 243,73 5.63% 5m:48s 41.66% 1.00:1
Display 112,378 1.98% 0m:37s 81.12% 1.01:1
Direct 47,324 8.53% 5m:12s 35.13% 1.01:1
Paid Search 13,790 13.09% 1m:47s 66.15% 1.02:1
Referral 12,023 26.95% 6m:52s 34.11% 1.01:1
social 3,864 5.61% 4m:6s 55.27% 1.03:1
email 3,549 13.01% 8m:3s 31.77% 1.03:1
(Other) 1,943 11.89% 7m:31s 28.21% 1.00:1
438,606 5.91% 4m:19s 51.61% 1.00:1
Web Traffic from Emails (this Month)
List
List: All
2,580
List Members
34.0%
Open Rate
1.9%
Unsubscribe
Rate
49
Unsubscribes
4.3
List Rating
13.7%
Click Rate
Number of opens and clicks
Campaign: Build Amazing Klips!
181,267
Recipients
23
Unsubscribes
101,267
Total opens
98,267
Unique opens
271
Bounces
99,267
clicks
Email deliverability
Client: Acme Klip Builders
91,009
Sent
89
Bounces
90,920
Delivered
90,012
Clicked
89,013
Clicked
Number of Subscribers vs Unsubscribers
(Last 30 Days)
Email ROI
Traffic status Conversions Behaviour
6,612
sessions
7.54%
Goal conversion rate
3m:10s
Avg time on page
19,942
users
499
Goal completions
45.52%
Bounce rate
0%
25%
50%
0
100
200
Oct-27 Oct-31 Nov-04 Nov-08 Nov-12 Nov-16 Nov-20 Nov-24
ConversionRate
Users/Growth
Conversions Last 30 Days
Conversion Rate Last 30
Days
Users Last 30 Days
0
500
Apr-01 Apr-30
Subscribers
List: Awesome Klips
0
98
Apr-01 Apr-30
Unsubscribers
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49

50. Email Marketing Dashboard (2/2)
Top Email KPIs
Campaign
Name
Emails
Sent
Open
Rate
Click
Rate
Visits Sales
Conver -
sions
Conv .
Rate
Conv .
YOY
Unsub.
Rate
CTOR
Delivery
Rate
Campaign 1 21,903,741 19.35% 10.8% 2,357,229 $11,886,430 100,368 4.4% 8.2% 2.19% 55.6% 96.0%
Campaign 2 26,174,755 19.68% 9.8% 2,565,255 $14,204,167 100,741 3.9% 9.2% 2.62% 49.8% 80.6%
Campaign 3 22,002,241 19.48% 7.3% 1,610,123 $11,939,883 29,657 2.3%
-31.
1%
2.20% 38.6% 75.6%
Campaign 4 25,735,102 19.48% 8.5% 2,184,452 $13,965,582 98,514 4.5% 5.2% 2.57% 43.6% 95.1%
This slide provides information regarding the dashboard that contains various performance indicators that are measured to determine engagement performance.
Email sent
95.8M
Open rate
21.3%
Click Rate
9.9%
Visits
9.5M
Sales
$52.0M
Conv. Rate
3.9%
Conversions
364K
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50

51. Website Traffic Performance (1/2)
200
600
1000
1400
1800
2200
2600
3000
3400
3800
6/29/2020 7/18/2020 7/22/2020 7/24/2020 9/1/2002
Mobile Apps Mobile Web online
Uniques (United States) Per Day Week
Month
More Options
Uniques
831,076
People
673,814
Visits
1083,761
Page views
4,495,820
Network
Summary
Traffic
Syndicators
IAB standard report
Mobile Web
Demographics
Audience interests
Geographic
Countries
Cities
US States
US DMAs
Business
Small
Medium
Large
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51

52. Website Traffic Performance (2/2)
Confidence Index (CI)
NPS
=NPS -
%
promoters
%
Detractors
Detractors Passives Promotors
0 1 2 3 4 5 6 7 8 9 10
Satisfaction Index (SI)
0 20 40 60 80 100 120
1-Apr-19
Dissatisfied Neutral No Option Satisfied Very Dissatisfied Very Satisfied
Lost Customer Customer Retention
Benchmark Against Average
Benchmark by Key Pillar
0
1
2
3
4
5
Executive Commitment
and Vision
Infrastructure
Integrated Processes
Organisational
Collaboration
Competitive and
relationship Impact
Programme Average Your current performance
Programme best practice
Needs Work Improving Best Practice
Average
Text Here
Text Here
Text Here
Text Here
Text Here
By Division
68%
Tier 1
61%
Tier 2
58%
Tier 1
By Product
Tier 1
Tier 4
Tier 2
Tier 5
Tier 3
Tier 6
By Region
France Spain Germany UK
49
70
43
57
53
55
59
70
PI – Importance Rating
65
65
54
67
67
69
67
65
0 10 20 30 40 50 60 70 80
Business Management
Value /Business
Delivery
Product /Service Quality
Communication
Our people
Understandig Your Needs
Overall
PI – Trend Over Time
0
20
40
60
80
100
2011 2014 2017 2020
Company overall measure Performance indicator (PI) Analysis of results Maturity Benchmark
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52

53. Digital Campaign Performance (1/2)
Marketing Digital Campaign Performances
today %of target
Spent Month:$40,142 Month: 81%
Users 17,246
Month: 334,634
269%
Month: 161%
Leads 923
Month: 20,923
289%
Month: 210%
Trials 43,201
Month: 432,010
12%
Month: 23%
Wins 18
Month: 108
90%
Month: 10%
Month Spend Users
Trials
Status…
Users/Trial
Spend
Trial
Aug $36,317 90,425 11,092 8.15 53.29
Jul $28,902 70,267 9,564 7.35 53.85
Jun $23,022 56,525 7,500 7.46 54.92
May $23,607 57,726 6,154 9.38 50.25
Apr $46,781 112,507 7,264 15.49 56.87
Mar $47,625 194,060 6,004 32.32 54.19
Feb $34,950 155,831 4,152 37.53 55.91
Jan $34,529 106,190 3,820 28.32 58.07
AdWords
Campaign Users Trial Starts Users/Trial
2017-december-newsletter 81 0 0.0
2017-January-newsletter 18 10 1.0
2018- January-newsletter 72 0 0.0
304717935 18 0 0.0
300044935 36 0 0.0
308045175 18 0 0.0
300045415 9 0 0.0
300046375 27 0 0.0
300046495 9 0 0.0
Organic/Paid Performances
Monthly Campaign performance
Month: Apr
Month: Jan
0 2 4 6 8 10
Go:Goal/12 starts
Leads
Go: Users
GO: session
Organic Paid-Emails
Dollars/Trial Starts (This Month)
AdWords Cost-per-lead-conversion (Last 30 Days
z
$2.25
0 $5.50 Target
Target: 0
$10.61
Target: $15.55
All Campaigns
Clicks/Trial Conversion
0
50
100
Jan Feb Mar Apr May Jun Jul Aug Sep
AdWords
All Channels (today)
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53

54. Digital Campaign Performance (2/2)
Ga Conversion Rate
3.82%
Growth of conversion rate 0.0%
Leads To Opps Conversion
1.90%
Growth From Past Month 0.0%
Cost per click
$74.45
Change From Last Month 0.0%
Pay-per-click Campaign Optimization
Cost to interaction optimization- by lead
scoring (Highest: A , Lowest: D
Leads converted vs. cost TrendFunnel
35.55 K
80.63 K
172.8 K
643.8 K
753.9 K
0 K 2000 K 4000 K 6000 K
Oportunity Won
Leads Converted
Leads Created
Clicks
Impressions
0
500
1000
1500
2000
2500
3000
400
500
600
700
800
900
1000
1100
1200
0
1000
2000
3000
4000
0 400 800 1200 1600 2000
This slide provides information regarding the dashboard that contains various performance indicators that are measured to determine engagement performance.
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engagement performance.
User can made alterations
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54

55. 12
Case Study – Enhanced Digital
Engagement
55

56. Case Study - Enhanced Digital Engagement
This slide provides information regarding a case study with an objective of enhancing digital engagement which leads to increment in sales.
Objective
› Increase customer engagement on online platform.
› Increase relevant traffic at website to increase revenue.
› Customized experience to customers for their retention.
› Making website more responsive.
Results
› Achieved 40% more conversions
› Increased sales by 15%
› Increased average order value at repeat purchases by 25%
› Add text here
Approach
› Firm developed attractive campaign for online store
› Store was customized to cater unique needs of customers.
› Delivered deep insights about the customers across the globe.
Gradually, client engagement is improved then the conversion rate
enhanced which lead to increased revenue.
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56

57. Enhancement of Customer Digital Engagement on Online Platform Icons Slide
57

58. Additional Slides
58

59. Digital Engagement Playbook
AudienceGoals & Strategy Process Model
Gap
Analysis
Campaign planning &
Protype
Organization
Models
Technology
Stack
Plan & Execute Rollout Of
New Dec Capabilities
Assess, Implement & Update
New & Existing Technologies
Redesign & Manage the
organization For Change,
Expertise & Efficiencies
Plan & test Outreach and
Marketing Campaigns
Resource &
Implementation Guidance
Analytics &
Dashboards
Determine how and which business Success
outcomes will be measured & Shared
Outcomes & digital
Assistance Matrix
Create, Optimize & Publish rich
Content With seo
Determine how process metrics Will
be monitored collected & Reported
Raci Matrix
Confirm who need to do what in
the organization
Validate recurring activates,
things to manage
Determine Audience segments
Targets, needs
Create & Monitor Strategic Goals
& Measurable Objectives
Baseline the capabilities
& Organization
Rich
Content
Validate
59

60. Digital Customer Engagement Model
Digital
Customer
Engagement
Customer Research
and Insight
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Business Strategy &
Objectives
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audience's attention.
New Technologies, Digital
markets and digital channels
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to your needs and capture your
audience's attention.
Customer Experience
and Advocacy
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audience's attention.
60

61. Roadmap for Process Flow
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03
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06
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05
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04
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01
61

62. 30 60 90 Days Plan
30
Days Plan
60
Days Plan
90
Days Plan
62

63. Our Team
Name Here
Designation
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Name Here
Designation
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Designation
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63

64. Our Mission
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Mission
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Vision
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Goal
64

65. Idea Generation
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capture your audience's attention.
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65

66. About Us
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audience's attention.
Target Audience
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audience's attention.
Preferred by Many
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Value Clients
66

67. Swot
S W
OT
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audience's attention.
Strength
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Threat
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audience's attention.
Weakness
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audience's attention.
Opportunity
SWOT
67

68. - Bill Gates
Never Give Up Today Is
Hard, Tomorrow Is Worse, But
The Day After Tomorrow Will
Be Sunshine
Quotes
68

69. Thanks for Watching!
Email Address
emailaddress@123gmail.com
Address
# Street Number, City, State
Contact Number
0123456789
69