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My talk at the customer experience conference organized by Sitecore in Oslo, Norway. The conference was all about the online customer experience and this presentation aimed to set the stage for the 7 other expert marketing speakers presenting.
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Want to know more? Here’s what to do
• Sitecore’s resource section. Lots of great content there http://www.sitecore.net/Resources.aspx
• Come say hi & join the fun over at my Facebook page https://www.facebook.com/michaelleandernielsen
• Stay tuned for more content on Twitterhttp://www.twitter.com/michaelleander
• Join our CMO Group on Linkedin here http://www.linkedin.com/groups/Chief-Marketing-Officers-Exclusive-2268050
• If you missed the 7 points, send me an email to [email protected]
What to think about next1. How do you outline the buying process of your audience? And how
to align that with your selling processes? Customer journey, personas
2. What are the main drivers for delivering a personal customer experience online? (match customer expectations)
3. How can you take the first step towards better targeting? Online onsite, in direct communication?
4. What does contextual content mean for you and how can you embrace that concept?
5. How can you ensure better control of what people share from your web presence – pictures, headlines, text?
6. How can you establish one data repository containing profile data, behavioral data and transactional data?
7. How can you establish an effective work flow for allowing you to create and test content pages, product pages, e-commerce pages on the fly and with minimum effort?
Which presentation?
A – With funny videos
B – Without funny videos
Whatever you do, make sure that you create a [unique] feel good feeling
A bit of inspiration and a few tips
1. Why the customer experience matters
2. Input to improve the online customer experience & tips to convert better
3. Crazy dancing on the tables
Things that matters an awful lot, but most of us aren’t doing or haven’t put
to practice
THE OTS CHALLENGE
Message Action
Message Message Message Message Message Action
Increase opportunity to see by 3, 5, 10
Understand the customer buying processes and how your online presence plays a role
Match content and offers to stages –use persona’s if relevant to your situation
Prerequisites> Profile insights> Content to match> Good database &marketing executionsystem> A clear objectivedriven plan on whatyou want to accomplish
Which reads the most words per minute – the eye or the ear?
2.500 words per minute 125 words per minute
People talk about pictures, share them, LOL at
them
Your market is both men and women. You can only use one picture. Which do you choose?
Man also known as male Woman also known as female
How do most people make buying decisions?
With logic With emotions
Buyers don’t make logical, rational buying decisions. They make emotional decisions
and then justify those decisions by rationalizing them
after the fact.
70/30
The importance of E’s in the online space
• Expectation• Excellence• Exciting• Experience• Emotions
(leading to action)
• Enablement
The Multi-Channel aspectand avoiding the disconnect
The experience starts and ends with marketing
Subject: Things you want to know about your stay with us
Basic profile
Expanded profile
+ Add behavioral
+ Add transactional
24
Stimulate
to get
more info
What are the
contents of your
basic profile?
Your idealprofile
Use
progressive
profiling
Use lead
scoring
FURDIC - > The feel good feeling related toyour online presence
• Can your visitors FURDIC ?
– Find
– Understand
– Relate
– Do
– Interact
– Complete (transaction)
F = Not easyU = Not easyR = Not at all, 1 size fits allD = Can do, but not easyI = Limited, customer care missingC = Can do, but not easy
F = Easy & quickU = EasyR = Persona driven + membershipD = Can do, easyI = Yes, but could be betterC = Can do, easy & quick
Now & Next Generation Online Presence centers around ….
Customer journey /& persona driven
approach
•Align content to solve customer needs
•Differentiate based on prospect & customer status + win-back
Content in context
•Match buying vs. selling cycles
•Relate content to campaigns
Community engagement
•Establish stickiness
•Social engagement
•Attract, sustain & grow membership based community
Engagement & campaign
automation
•Personalized
•Relevant conversations
•One data repository
Prerequisite = Strong backoffice
FIND,Serve,Convert Entry
page
Campaign
Social
Am I in the right place ?
Looks for signals
Finds signal quickly
No signals found
Good experience
Use commonsense > increase your conversion rates
Banner advertisement
Landing page
With traffic coming in from many sources, how do we optimize the experience & our conversion to action
across the board ? …
More customized experiences
• Solid & efficient structure for creating those experiences
• A/B Split testing capabilities on the fly
Landing page #1 Landing page #2
Which landing page generated most conversions?
275 conversions 110 conversions
The Power Of A Name
Cola in Ghana - What is the problem?
What is the problem?
Lumia in Spanish? Peugeot in South China
Biao zhi
Extra large bags in Finland Snow in Iran
Your name
ONLINE
Reputation
Accessible
Own it !
SEO technical
Your name in context
Globally / Locally
www.namechk.com
The Danger of Band
Wagon & The
Urgency of Mobility
New opportunities to interact and get a response from your
audience using QR codes (or not)
Me too, me too, me too,me too, me too, me too !
Drink and scan –if you can !
Scan and download a book
The Urgency of Mobility &
Opportunities in 2nd Screen
New challenges,
new opportunities
Touch
Does she scroll?
• Average pixel length of a vertical scroll?
Responsive web design – make sure you deliver a good to great experience across all devices
2nd screen opportunities
How does mobile & relevant ”time and place offers” tie in with the overall customer experience and your webpresence
The power of social is in the
share
AID+LIRAAttention > Interest > Desire + Like – Interaction – Recommendation - Action
EngagementShare is goodAction is best
Like is NOT a currency, engagement is @michaelleander
The power of social is in the share
Page likes 5.000
Shared 222
Reach 23.168
Clicks ?
Likes 74
Call to action
The Power of Paper
Make the onsite share easy - > and make it count
Think about
- Images
- Shared text
- How to make the share convert
Now & Next Generation Online Presence centers around ….
Customer journey /& persona driven
approach
•Align content to solve customer needs
•Differentiate based on prospect & customer status + win-back
Content in context
•Match buying vs. selling cycles
•Relate content to campaigns
Community engagement
•Establish stickiness
•Social engagement
•Attract, sustain & grow membership based community
Engagement & campaign
automation
•Personalized
•Relevant conversations
•One data repository
Prerequisite = Strong backoffice
… but Nothing beats the Feel Good Feeling
@michaelleander#michaelleander
Pictures here:
facebook.com/michaelleandernielsen
Pinterest.com/michaelleander
Email address: [email protected]