#inTC13Gunther SchumacherWorldwide President & COOOgilvyOne Worldwide
@OgilvyOne
TRANSFORMATION IN DIGITAL ADVERTISING
This Is Not Your Customer
She
is Your
Customer
100%
Use social mediaSource: DHR International Survey in Forbes: “LinkedIn Is Preferred By Executives,” April 9th, 2013
A Changed Landscape
A Changed Landscape88% of business execs use LinkedIn often or very often (1)
61% of B2B marketers report leads generated by social media (2)
75% of tech decision makers engage with vendors through social media (3)
59% of tech decision makers are more influenced by social than by online media (3)
58% of decision makers turn to social media to learn from trusted peers (3)
Source 1: DHR International Survey in Forbes: “LinkedIn Is Preferred By Executives,” April 9th, 2013Source 2: eMarketer.com: B2B Social Media Lead Generation: Best Practices for 2013, August 20, 2013Source 3: BreakingGov.com “Why Social Media Networks are Gaining a Greater Role in IT Decisions” January 8, 2013
Social = Business
COLLABORATION
ADVOCACY
LIFETIME
TRANSACTIONS
I N D I V I D U A L}N E T WO R K}
Total Customer Value
G l o b a l S o c i a l L o y a l t y S t u d y
Country
USA
UK
Germany
France
Brazil
China
India
Indonesia
Mexico
UAE
South Africa
Category
Airlines
Banking
Cars
Face Care
IT Hardware
IT Solutions
Male Grooming
Telecom
TV’s
Softdrinks
&
Relative Likelihood to Engage Socially
0%#
100%#
200%#
300%#
400%#
500%#
600%#
0%#
10%#
20%#
30%#
40%#
50%#
60%#
70%#
Brazil'
China'
USA' UK
'
Germany'
France'
India'
Mexico'
Japan'
Thailand'
OVERALL'
Recommenders'NonDrecommenders'
0%
Impact of Social Engagement on Loyalty
0%#
100%#
200%#
300%#
400%#
500%#
600%#
0%#
10%#
20%#
30%#
40%#
50%#
60%#
70%#
Brazil'
China'
USA' UK
'
Germany'
France'
India'
Mexico'
Japan'
Thailand'
OVERALL'
Recommenders'NonDrecommenders'
0%
Impact of Social Engagement on Loyalty
Recommenders: +15%
Non-Recommenders:+424%
Overall: +348%
!400%%
!200%%
0%%
200%%
400%%
600%%
800%%
!40%%
!20%%
0%%
20%%
40%%
60%%
80%%
Airlines%
Banking%
Cars%
Comm
s%Providers%
Face%Care%
IT%Hardw
are%
IT%SoluBons%
Male%Grooming%
SoE%D
rinks% TV
%
Overall%
Recommenders*Non,recommenders*
0%
Impact of Social Engagement on Loyalty
!400%%
!200%%
0%%
200%%
400%%
600%%
800%%
!40%%
!20%%
0%%
20%%
40%%
60%%
80%%
Airlines%
Banking%
Cars%
Comm
s%Providers%
Face%Care%
IT%Hardw
are%
IT%SoluBons%
Male%Grooming%
SoE%D
rinks% TV
%
Overall%
Recommenders*Non,recommenders*
0%
Recommenders: +76%
Non-Recommenders: +337%
Overall: +402%
Impact of Social Engagement on Loyalty
F I N A N C I A LS T R U CT U R A L
S O C I A LE M OT I O N A L
Use all 4 Bonds
F I N A N C I A L
- M E M B E R S H I P R E WA R D S
S T R U CT U R A L
- A N N U A L F E E
S O C I A L
- M E M B E R - G E T - M E M B E R
E M OT I O N A L- ” M E M B E R S I N C E ”
Example American Express
How to Navigate this World
WHAT YOU HAVE TO EXCEL AT
SEARCH SOCIAL MOBILE
PERFORMANCE MARKETING
E COMMERCE CONTENT
DATA & TECHNOLOGY
TRIGGEREVENTS
RESEARCH
SHOP &PURCHASEUSAGE
SHARE
Understanding the Customer Journey is Key
Can You ReadDigital Body Language?
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Can You ReadDigital Body Language?
LO C AT I O N
S I T E S
C O N V E R S AT I O N S
S E A R C H E S
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= Purchase Intent
Search Insights
Post-Play Interaction
Content/Development
Tagging and Optimizing Distribution Improved
Results
Listen & Observe before You Create
Invite your Customers to Participate
SMARTER CITIES
Technology = The New Creative
Talent Implications
Hire Diverse, Multi-dimensional Talent
Your Customers Choose the Channel
US Open - Engagement Ecosystem
Tell Engaging Stories
“You cannot bore people into buying your product...”
The World’s Smallest Movie
Recap
Capture individual and network value- understand each customer’s value
- create social bonds through participation
Capture individual and network value
Start with individual customer journeys- read digital body language
- let your customer choose the channel & journey
Capture individual and network value
Start with individual customer journeys
Tell engaging stories- hire diverse, multi-dimensional talent
- listen & observe first, then create
- technology = the new creative
Capture individual and network value
Start with individual customer journeys
Tell engaging stories
Questions? #inTC13
Thank You #inTC13