Email is, and should be, a pivotal part of revenue driving digital marketing startegy. But what really gains results is the delivery of the right message at the right time via the right channel.
8. 25%
To get
of your tweets retweeted
You need
10,000 followers
Source: SEOmoz blog, Feb 2013 #spopEMEA
9.
10. The Segmented Audience Approach
Female Male
Homeowner Male 30-40
30-40 Female
College Educated Homeowne
With kids Female
Homeowner
Female
Homeowner
College Educated
With kids College Educated
With kids Male
Male 30-40
College Educated 30-40
With kids College Educated
With kids Male
30-40
Male
30-40
Male Female
Homeowner
30-40 College Educated
Female
Homeowner With kids
College Educated
With kids College Educated
Female With kids
Homeowner
13. 56% of the buying
process is invisible
to the seller.
“The empowered
customer is now in
control of the business
relationship.”
Source: IBM CMO Study 2011
@jwatton
19. Pay attention across all channels
Web
Site/Page Video
Visits File
Social Downloads Email
Graph
Blog
Forms
Visits
Postal
Purchase
History
Mobile Support
Apps Check History
In’s
Location
Automation individualised CRM
Centralized
Engine Marketing Content
Database
#spopEMEA
20. Track behaviours
Email
Social
Did the individual open and/or
Did the prospect or customer click on a certain email? How
fill out a form in Facebook or long ago did the contact
come to your site via Twitter? interact with your email
Share one of your emails? message (two days ago, two
Comment on a blog post on weeks ago or two months ago)?
your site?
CRM Website
Was an opportunity opened, Did the individual visit your site
Centralized
or a prospect contacted by a or blog? Did he or she download
Marketing Database
salesperson? something or watch a video?
Mobile/location
Did a customer scan a QR code
at your trade show booth, sign
up for your text message
service or check in via
Foursquare at your event?
@jwatton
21. Lead scoring on demographics &
behaviours
Heavy Behaviour Low
Interest Interest
Profile 1 2 3 4
Great Fit A 32+/15+ 32+/10-14 32+/6-9 32+/0-5
B 20-31/15+ 20-31/10-14 20-31/6-9 20-31/0-5
C 10-19/15+ 10-19/10-14 10-19/6-9 10-19/0-5
OK fit D 0-9/15+ 0-9/10-14 0-9/6-9 0-9/0-5
#spopEMEA
22. Prioritise “sales-ready” leads
Heavy Behaviour Low
Interest Interest
Profile 1 2 3 4
Great Fit A 32+/15+ 32+/10-14 32+/6-9 32+/0-5
B 20-31/15+ 20-31/10-14 20-31/6-9 20-31/0-5
C 10-19/15+ 10-19/10-14 10-19/6-9 10-19/0-5
OK fit D 0-9/15+ 0-9/10-14 0-9/6-9 0-9/0-5
@jwatton
24. Behaviour Driven Automation
Campaign Campaign
Program A Program B
260% lift in product Sales
than non automated
emails
– Empowering Parents
Only 4% of emails have
been automated thus far
yet they drive 40% of email
revenue – S&S Worldwide
Conversion rates went up
136% with automation -
SmartPak
#spopEMEA
27. 68% of UK smartphone owners
use their device to check
email
28% for shopping
Source: Nielsen Mobile Consumer Survey, Feb 2013 #spopEMEA
28. Email Opens: January 2013
Mobile:
Smartphones (iPhone, Android) and
tablets
Desktop
Mobile 33% Desktop:
42% Installed email programs (Outlook,
Apple Mail)
Webmail:
Webmail Email accessed through a web
25%
browser (Gmail, Hotmail, Yahoo!)
Source: Litmus Email Analytics
@jwatton
29. Increase Revenue – design for your
audience
Old mouse New mouse
Mobile first
Reduced subject
line
Reduced attention
span
Larger text
Larger call-to-action
Single column
Single conversation
#spopEMEA
33. Social + email Share-to-social on all emails
Using facebook for opt-in
#spopEMEA
34. + Location
Instantly and
automatically
send offers to
these
consumers to
drive them to
your store –
triggers from
Facebook &
FourSquare
This is your check-ins
store
@jwatton
36. Web + email Your last browses – check these out!
Web views
Automatic
feed
Email content
#spopEMEA
37. Truly Individualised Email Messaging
Subject Line Personalization
1 First name personalization
1 Personalized Content
Name and contact info for each customer’s
2 personal rep
6
2 Dynamic Subject Lines
The subject line changes based on the type
and duration of club membership
Individualized Content Lists
3 For any customer who has purchased two or
more items in the last 90 days, list each
purchase
with review links
4 E-commerce-driven Personalization
Display totals and other engaging content to
drive follow-on purchases.
7
5 Website-driven Content
Directly track each customer’s web activity
and prompt them to visit new areas of the site.
Send Time Optimization
6 The message arrives in each individual’s
3 inbox at precisely the time that individual is
1 most likely to check email.
Data-driven Dynamic Image
7 Image is selected based on demographic and
profile info
4
8 Score-driven Dynamic Offer
8
Discounts/prices vary by social influence and
time since last purchase
5
@jwatton
40. 1. Wizard 1 day 3 days
Overview Try Why you
wizard should
2. Started 1 day 3 days
Almost It will
Wizard help
Done…
you
3. Completed 1 day 3 days
Wizard Wizard Custom
Results for you
1 day
4. Add to Did you x days
Cart forget ….
Responding 5. Placed
x days
to Website Order Thank You ….
Behaviors
@jwatton
41. SmartPak’s Behaviour Based Email Works!
Metrics Automation Automated/ Broadcast
Makes A Big Transactional
Difference
Open Rate +68.3% 27.6% 16.4%
CTR +103.5% 5.9% 2.9%
CTOR +20.9% 21.4% 17.7%
Conversion +135.8% 14.6% 6.2%
Rate
Unsubscribe -42.9% 0.08% 0.14%
SPAM -33.3% 0.04% 0.06%
Complaint
Rate
Bounce -6.0% 0.63% 0.67% #spopEMEA
But how successful has this approach actually been?Well if you think about it, we focus on where we’re successful. But the reality is we’re still causing too much noise for the majority of our prospects.
Most of the buyers journey where they are learning and making decision happens without the seller being aware
Thankful to not have to search A to Z
But your customers – your buyers don’t just hang out on your website. They are interacting and learning everywhere. Phone, ipad, laptop – in facebook, and on your website. You need technology that enables you to interact with this person wherevery they are – knowing who it is and where they are at each and every time they show up. What if you could personalize the content on your facebook offer – in real time?
We have talked about your customer and we have talked about your company. Now lets talk about you, lets talk about what the marketer is facing. For many of you, your strategies are evolving moving beyond batch and blast emails through varying levels of sophistication striving to deliver highly personalized and individualized communications. I think it is important to note that as you move up this curve activities don’t stop, it is just that the mix changes, you begin to add more automated interactions but you may or may not send fewer mass communications. Email is highly effective and pretty inexpensive, going forward it is about adding new tactics and fine tuning what you are doing to maximize outcomes.This transition is being mandated by the changes in customer behavior and the need for increased conversion rates – which can be driven by more relevant communications. You are now selling to markets of one - but to make this transition you need the right technology partner.
Behavioural marketing automation - It starts with the ability to capture all of the interactions of each individual.
Icons courtesy of iconarchive.comTo increase the sophistication of your marketing efforts you need automation. To be truly effective you need an automation engine to act on this behavioral data driven by your marketing and business rules. Silverpop Engage allows you to leverage massive amounts of collected data in order to deliver highly personalized interactions that deliver a better buying experience and drive revenue. With our industry leading technology, Silverpop is uniquely positioned in the market to support delivering on this vision..
Our AM will also ensure that you are designing emails in the best manner for your audience. For example, designing for mobile needs to take account of reduced subject lines – and reduced attention spans – and calls-to-action need to be designed with the fat finger effect in mind. It’s no good having a tiny button and making the person have to zoom in loads – you will experience drop-off simply because you have put more steps in the process. When designing
2) Website: Many sites have been loosely connected with social in the past – a social “follow” icon here, a “share this” graphic there. In 2013, try bringing social data into your website to build trust. For example, you might include info such as number of downloads, user ratings and customer comments beside your content or products. True, you lose some control of the message, but by sharing the opinions of other buyers you’ll enhance the visitor experience and ultimately build trust in your brand.
We also offer a module called PlacePunch – designed to drive people to your business locations.If a subscriber checks-in somewhere within a user-defined radius of your store, an email can be automatically triggered. “Come to us today, here’s a voucher.”Or, you can set up a loyalty programme so they get points every time they check in at your store and then a reward for so many points.
No single competitor can match these capabilites across the landscape