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Les Secrets du Marketing de l’Engagement
2 avril 2015
#B2BSPRING15
02/04/2015
Sylvain DavrilHead of Innovation & Marketing
This document is the propriety of SunTseu – strictly confidential – cannot be shared without formal SunTseu acceptance
CUSTOMER EXPERIENCE &
ENGAGEMENT MARKETING
© Photo by a4gpa on FlickR
CUSTOMER EXPERIENCE: THE “WOW” EFFECT
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WHY CUSTOMER EXPERIENCE IS
IMPORTANT?
Customer satisfaction: +20%
Income: +10% à 15%
Costs reduction: -15% à 20%
Employees engagement: +20% à 30%
Source McKinsey 2014
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© Financial Times Photos
MARKETING TAKES THE LEAD
and is perceived more and more as a Profit Centre
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T R U S T
L O N G - T E R M &
P E R S O N A L I Z E D
C O N V E R S AT I O N
= E N G A G E D
C U S T O M E RI N B O U N D
E F F O R T L E S S
C U S T O M E R
J O U R N E Y
S O C I A L
D I G I TAL
O M N I
C H A N N E L
D ATAR E L E V A N C E
CUSTOMER EXPERIENCE: A DELICATE ALCHEMY
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BUILD A LONG TERM PERSONALIZED CONVERSATION…
…THAT DRIVES ENGAGEMENT
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C O N T E N T M A R K E T I N G B E H AV I O R A L
TA R G E T I N G
R E A L T I M E
I N T E R A C T I O N S O N
T H E W E B S I T E
CHANGE YOUR POINT OF VIEW
From “traditional” outbound marketing to a mix of
engagement marketing and “smart” outbound
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A U T O M AT I O N
CONTACT US
Société: SunTseu
Adresse: 22 Boulevard de Stalingrad
92320 Châtillon
Téléphone: 01 80 41 00 31
Fax: 01 80 41 00 32
E-mail: [email protected]
Site: www.suntseu.com
Customer eXperience company
This document is the propriety of SunTseu – strictly confidential – cannot be shared without formal SunTseu acceptance
