5 Digital Marketing Tips | Devherds Software Solutions
Five Steps to an Engaging Customer Experience
1. A Digital Solutions Firm delivering
Marketing and Technology Solutions
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5 Steps to an Engaging
Customer Experience
A Webinar
2. 1
1. Customer Experience (CX)
2. Marketing Nirvana
3. Marketing Reality
4. Factors impeding Marketing Nirvana
5. The 5 Steps toCreating an Engaging Customer Experience
6. Marketing Opportunity
Agenda
4. 33
Customer Experience
“Engagement with the customer today
isn’t just pouring a message down on
their head and hoping they get wet.
It really is understanding that you must
be present in a conversation when they
want to have it, not when you want to. …
5. 44
Customer Experience
…Pre-shopping before buying has
become a huge, huge part of customer
behavior. In the past, it was pretty much
confined to big-ticket items like cars, or
expensive electronics or homes. Now
people engage in discovery before
shopping on very small things. …
6. 55
Customer Experience
…It’s crossed all categories of shopping
behavior. It’s just the way people buy
today.”
Bob Thacker
Gravitytank Strategic Advisor
and former CMO of OfficeMax
7. 66
Marketing Nirvana
Today’s tools enable
me to personalize
my engagement
with buyers
across all
channels
Customer
Experience
Management
Web Content
Management
Marketing
Automation
eCommerce
Social &
Community
Analytics,
Test and
Optimization
Site Search
8. 77
Marketing Reality
Most organizations have invested and
implemented marketing platforms over
time, each operating as silos.
SiteSearch
Analytics,Testand
Optimization
Social&Community
eCommerce
MarketingAutomation
WebContentManagement
15. 1414
Getting a common view of
your customer
Delivering personalized messages
across channels to customers requires a
common understanding of the customer
Coremetrics and Bloomberg BusinessWeek
Report on Optimizing Online Marketing 2009
16. 1515
Data!
The Data Warehousing
Institute (DWI)
estimates the cost of
bad or ‘dirty’ data
exceeds $600 billion
annually.
Another study indicates
that 2% of contact
records become
obsolete each month,
costing a firm 15-20 %
of its operating income.
18. 1717
1.
Classic marketing segmentation analysis
is the foundation for the optimal
customer engagement.
Let’s find out who
these people are!
Who is buying?
19. 1818
Who is buying?
Identify segmentation parameters
that model your customers
and how they buy.
Segments
Card
Usage
Type
Business
Personal
Business
&
Personal
Country
Japan
Korea
China
Family
Structure
Single
Married
Married
with
Children
Segments
Segmentation
Parameters
20. 1919
Who is buying?
What are buyers’ pain points and
motivators? They are looking for specific
value from you.
22. 2121
How are they buying?
Put yourself in the head of buyer—what
process do they go through in making a
buying decision?
23. 2222
We need engage people where they
spend their time—where they get their
information.
3. How do they want us to
engage with them?
24. 2323
How do they want us to
engage with them?
Identify an ecosystem of
platforms that together
provide a common
experience across
channels.
Web CMS
Marketing
AutomationCRM
Common
Customer
Context
33. 3232
Optimize!
Have a conversation through their
expected channels – expand your digital
ecosystem
Digital
Asset
Management
CRM
Search
Mobile
Devices
eCommerce
Contact
management
WCMS
powered
Website
Product
Information
Management
Social
Networks
Communities
34. 3333
5 Steps to an Engaging
Customer Experience
Step 1: Who is buying?
Step 2: How are they buying?
Step 3: How do they want us to engage
with them?
Step 4: What do they want to hear from
us?
Step 5: Optimize!