Upload
gerald-mcmillan
View
224
Download
0
Embed Size (px)
Citation preview
8/6/2019 DMA 09 Highlights
1/65
DMA 09our highlights.
8/6/2019 DMA 09 Highlights
2/65
DMA09 Conference & Exhibition,the Global Event for Integrated Marketing,
Martha Stewart
Stan Rapp
Scott Monty
Ken Dychtwald
8/6/2019 DMA 09 Highlights
3/65
30 minutes10 great thought starters
8/6/2019 DMA 09 Highlights
4/65
10. Convergence
8/6/2019 DMA 09 Highlights
5/65
Adding velocityto deliver action.
8/6/2019 DMA 09 Highlights
6/65
Rosen Velocity Scale.
8/6/2019 DMA 09 Highlights
7/65
source: rgrosen.com
Rosen Velocity Scale
1
8/6/2019 DMA 09 Highlights
8/65
source: rgrosen.com
2
Rosen Velocity Scale
8/6/2019 DMA 09 Highlights
9/65
source: rgrosen.com
3
Rosen Velocity Scale
8/6/2019 DMA 09 Highlights
10/65
source: rgrosen.com
4
Rosen Velocity Scale
8/6/2019 DMA 09 Highlights
11/65
source: rgrosen.com
5
Rosen Velocity Scale
8/6/2019 DMA 09 Highlights
12/65
source: rgrosen.com
6
Rosen Velocity Scale
8/6/2019 DMA 09 Highlights
13/65
source: rgrosen.com
7
Rosen Velocity Scale
8/6/2019 DMA 09 Highlights
14/65
source: rgrosen.com
8
Rosen Velocity Scale
8/6/2019 DMA 09 Highlights
15/65
source: rgrosen.com
9
Rosen Velocity Scale
8/6/2019 DMA 09 Highlights
16/65
source: rgrosen.com
10
Rosen Velocity Scale
8/6/2019 DMA 09 Highlights
17/65
9. Trend: functionall9. Trend: functionall
8/6/2019 DMA 09 Highlights
18/65
8/6/2019 DMA 09 Highlights
19/65
8. Variable Data PersonalisationWhen ingenuity meets Information
8/6/2019 DMA 09 Highlights
20/65
digital printing
workflowsoftware
mediaoptions
customerdata
targeted marketing communications
8/6/2019 DMA 09 Highlights
21/65
19% 20% 21% 22% 23% 24%
increase in response rate
increase in order size/value
increase in repeat order rate
increase in overall revenue
Improvements from personalisation in Direct Mail
Infotrends the future of direct mail
20.5%
20.7%
21.7%
23.4%
8/6/2019 DMA 09 Highlights
22/65
Getting personal campaign
1. lead generationweb, print, direct mail, trade press,PURL
2. fulfilment
dm pack with letter, booklet withDVD, Tshirt
plus sales force communciation, reg-istration/thankyou page, leave be-
8/6/2019 DMA 09 Highlights
23/65
Getting personal campaign
results:
response rate up from 2% to 4.77%
response vehicle: BRC 70%, web 30%(BRC was normally 83%)
Web registration/conversion up from37% to 53%
Personalised microsites drew22% more registrations than non-personalised sites
8/6/2019 DMA 09 Highlights
24/65
8/6/2019 DMA 09 Highlights
25/65
7. 10 things your customers want you to know
8/6/2019 DMA 09 Highlights
26/65
Give me knowledgeable agentswho know the answers to myquestions and can provide me
with what I need.
convergys corporation 2008
8/6/2019 DMA 09 Highlights
27/65
Provide me with the serviceI need on my FIRST call.
convergys corporation 2008
8/6/2019 DMA 09 Highlights
28/65
Treat me appropriately,as a valued customer,
and with honestyand integrity.
convergys corporation 2008
8/6/2019 DMA 09 Highlights
29/65
If you give me bad service Ill
tell my friends but I probablywont tell you.
convergys corporation 2008
8/6/2019 DMA 09 Highlights
30/65
I dont feel the people running
the business understand mywants and needs.
convergys corporation 2008
8/6/2019 DMA 09 Highlights
31/65
I may leave after justone bad experience.
convergys corporation 2008
8/6/2019 DMA 09 Highlights
32/65
Give me quick access to
information I need, when andwhere I ask for it.
convergys corporation 2008
8/6/2019 DMA 09 Highlights
33/65
Good enough is not good enough.
convergys corporation 2008
8/6/2019 DMA 09 Highlights
34/65
Treat me as an individual.
convergys corporation 2008
8/6/2019 DMA 09 Highlights
35/65
The customer experienceyou give me defines your brandmore than your ADVERTISING.
convergys corporation 2008
8/6/2019 DMA 09 Highlights
36/65
6. some cool creative
8/6/2019 DMA 09 Highlights
37/65
5. trend: eco-easy
8/6/2019 DMA 09 Highlights
38/65
8/6/2019 DMA 09 Highlights
39/65
8/6/2019 DMA 09 Highlights
40/65
4. building customer experience
8/6/2019 DMA 09 Highlights
41/65
the Starbucks
experienceturning ordinaryinto extraordinary
8/6/2019 DMA 09 Highlights
42/65
adding value through experience
40c 70c $1.50 $3.00 $7.50
8/6/2019 DMA 09 Highlights
43/65
five principles
1. make it your own
8/6/2019 DMA 09 Highlights
44/65
be welcoming be genuine be considerate
be knowledgeable be involved
8/6/2019 DMA 09 Highlights
45/65
five principles
2. everything matters
8/6/2019 DMA 09 Highlights
46/65
8/6/2019 DMA 09 Highlights
47/65
five principles
3. surprise & delight
8/6/2019 DMA 09 Highlights
48/65
8/6/2019 DMA 09 Highlights
49/65
five principles
4. embrace resistance
8/6/2019 DMA 09 Highlights
50/65
8/6/2019 DMA 09 Highlights
51/65
five principles
4. leave your markTHIS SHOULD SAY 5
8/6/2019 DMA 09 Highlights
52/65
Napoleon Bonaparte
8/6/2019 DMA 09 Highlights
53/65
3. the age wave3. the age wave
8/6/2019 DMA 09 Highlights
54/65
8/6/2019 DMA 09 Highlights
55/65
8/6/2019 DMA 09 Highlights
56/65
8/6/2019 DMA 09 Highlights
57/65
8/6/2019 DMA 09 Highlights
58/65
2. more cool creative2. more cool creative2. more cool creative
8/6/2019 DMA 09 Highlights
59/65
1. seaworld
8/6/2019 DMA 09 Highlights
60/65
Top 10 thingsyour customerswant you to know.
convergys corporation 2008
8/6/2019 DMA 09 Highlights
61/65
10. Give me knowledgeable agents who know theanswers to my questions and can provide mewith what I need.
9. Provide me with the service I need on my FIRST call.8. Treat me appropriately, as a valued customer,
and with honesty and integrity.
convergys corporation 2008
8/6/2019 DMA 09 Highlights
62/65
7. If you give me bad service Ill tell my friendsbut I probably wont tell you.
6. I dont feel the people running the businessunderstand my wants and needs.
5. I may leave after just one bad experience.
convergys corporation 2008
8/6/2019 DMA 09 Highlights
63/65
4. Give me quick access to information I need,when and where I ask for it.
3. Good enough is not good enough.
2. Treat me as an individual.
convergys corporation 2008
8/6/2019 DMA 09 Highlights
64/65
1. The customer experience you give
me defines your brand more thanyouradvertising.
convergys corporation 2008
8/6/2019 DMA 09 Highlights
65/65
Contacts:Tracey Anderson
CEO/[email protected] PritchardCreative Director
k@d d t
Phone 3666 0961Fax 3666 0056