Customer experience (CX) marketing is complex, crossing organizational and communication channels throughout the entire company. That’s why many companies rate their efforts low.
10. Slide 10 @philipstorey @dotmailer
The businesses that fail, are
those that fail to put customer
desire at the forefront of every
single decision and interaction
32. Traditional marketing funnel
17 July 2015 The Customer Experience Imperative 32
Attention
Interest
Desire
Action
Loyalty
?
Marketing funnel image source: https://blog.generalassemb.ly/loyalty-loop-replacing-marketing-funnel/
33. The multichannel / multi-device reality
• 7 internet enabled devices per
household
• Spending more time on mobile
versus desktop
• Mobile accounts for 45% of all
ecommerce traffic in the UK
34.
35. Modern Marketing Manifesto
“Customers do not recognise lines and nor
should we. Online, offline, above the line,
below the line... we need to think and deliver
experiences and marketing without
delineation.”
https://econsultancy.com/blog/62574-introducing-the-modern-marketing-manifesto/
42. Most under-valued capabilities for customer
experience excellence
09 February 2016 42
8%
9%
11%
18%
9%
9%
12%
15%
Real-time marketing
Social media
analytics
Joining up online
and offline data
Marketing
automation
Econsultancy / Adobe Quarterly Digital Intelligence Briefing
2015
2016
The Customer Experience Imperative
43. “Proactively delighting customers
earns trust, which earns more
business from those customers,
even in new business arenas.”
“We see our customers as invited
guests to a party, and we are the
hosts. It’s our job every day to make
every important aspect of the
customer experience a little bit
better.”
46. Customer Experience as the primary
way to differentiate from competition
09 February 2016 46
6%
6%
6%
14%
15%
53%
0% 10% 20% 30% 40% 50% 60%
Price
Mobile - becoming a 'mobile first' company
that absolutely caters to the mobile…
Product / service choice
Product / service quality
Convenience - fast delivery, in-store pickup,
multiple payment mechanism, buy online…
Customer service / customer experience -
making it easy, fun, valuable and/or…
Econsultancy / Adobe Quarterly Digital Intelligence Briefing 2015
The Customer Experience Imperative
47. 09 February 2016
Increased consumer expectations
Do you agree or disagree with the following statements?
Source: Econsultancy / Monetate real Time Marketing Report: https://econsultancy.com/reports/real-time-marketing-report
48. 09 February 2016
Devices and Channels
Do you agree or disagree with the following statements?
Source: Econsultancy / Monetate real Time Marketing Report: https://econsultancy.com/reports/real-time-marketing-report
54. 09 February 2016
Econsultancy / Adobe Quarterly Digital Trends Briefing: Digital Trends 2016
Figure 1: Which three digital-related areas are the top priorities for your organization in 2016? (Company respondents) 54
Top digital priorities for 2016
55. 55
Marketing has a new remit
09 February 2016
• Context
• Importance of data
• Engagements:
• Right place
• Right data
• Right time
• Lasting relationships
56. Companies who are
personalising web experiences
are seeing an average
19% uplift in sales.
Source: The Realities of Online Personalisation Report 56
57. 57
What are the main business benefits of
customer experience optimisation?
0%
2%
13%
19%
22%
50%
66%
94%
Not sure
Other
Reduced marketing and advertising cost
Increased return on ad spend
Increased average order value
Renewal, cross-sell and upsell
Better brand perception and loyalty
Higher engagement and conversion rates
Engagement, brand
perception and a greater
affinity to repeat purchase
take priority…
Source: Econsultancy / Ensighten Customer Experience Optimization Report March 2015
58. John Lewis scoops omni-channel
retailer of the year at World Retail
Awards for 2014 Retail Awards for 2014
58
28.1% of sales online
Growing at 19.2%
60. Disparate data sets a key challenge
• Only 29% of marketers claim to have a Single
Customer View (SCV).
• Only 17% of marketers claim they are fully
capable of understanding customer journeys.
• Only 12% of claim that they have the
capability to make data driven decisions in
real time.
• Only 8% of marketers have a single platform
that manages data across platforms.
60
Source: Econsultancy, Quarterly Digital Intelligence
Briefing: Multichannel Reality
61. 09 February 2016
But customers expect ……
Source: Econsultancy / Monetate Real Time Marketing Report: https://econsultancy.com/reports/real-time-marketing-report
62. 62
Future competitive advantage?
1. Join up data and systems, then…
2. Deliver experiences that are consistent, synced and responsive
across devices/channels, then…
3. Make them personalised, proactive and contextual
63. “Because the purpose of business is to
create a customer, the business enterprise
has two–and only two–basic functions:
marketing and innovation. Marketing and
innovation produce results; all the rest are
costs. Marketing is the distinguishing, unique
function of the business.”
Peter Drucker
09 February 2016 The Customer Experience Imperative 63
We’re all marketers…
Hi I am Skip Fidura from dotmailer and the Chair of the UK DMA Email Council. Today we will be talking about Multichannel Marketing for B2B marketers.
Hi I am Skip Fidura from dotmailer and the Chair of the UK DMA Email Council. Today we will be talking about Multichannel Marketing for B2B marketers.
Hands up if you agree? If marketing feels so useful, valuable to you, it’s almost invisible? That’s amazing CX
UberEATS. disruption in every marketplace, entirely based around great CX – as new ventures launch, wrapping everything about their brand around a gap in the market where current brands have failed to put customer needs first.
CX
UberEATS Prime Air, 3d printing – manufacturing. We are heading to a point where only business that design themselves around CX will win
It starts with this. What business are you really in? These three things are not some kind of revelationary idea – they are on the walls of these companies offices. I thought I was a CRM email specialist. Actually I am in the biz of enabling people to get closer to the brands they love and get what they really want from them, every time
Worse still, stand still and die
It’s easy to say this, easy to dismiss it. But this has to be embodied. These are real people, with real needs and feelings. Put these at the core of your strategy
Being a great Listener is the basis of any great relationship. Don’t make assumptions. Ask questions at sign-up, listen to engagement and respond accordingly.
Map out your customer journey and create messaging that aligns with the touch points where customers start, stop and rest along the way
Who of us in this room, can truly say that we always base our marketing strategy based on how people feel at that time? Emotional marketing. Returns example
Brands almost always fail at making the most of moments of truth, where customers are elated. Create advocates GOOGLE MICRO MOMENTS
Nailed your email contact strategy? Make sure you replicate the same customer-centric strategy across social, PPC, website personalisation and offline brochure / DM
Ask your subscribers when they want to hear from you and how often. Put them in control at all times
As customers change, make sure you adapt your messaging. Remember, this is a relationship, and you have to be listening in order to be able to provide the greatest value back
Using data, technology and automation should be invisible…
Aim for 1:1 messaging content using data, technology and marketing automation
Three core elements of content. Put customers before design
Get real-time to maximize your messaging relevance and value.
1. Consistent 2. Customer in control 3. Same experience everywhere