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How to drive engagement and revenue growth through understanding behaviors The customer has moved into the center of communication. Learn why it is so important to understand individual behaviors and how you create a seamless customer experience across all channels through marketing automation.
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How to drive engagement and revenue growth through understanding behaviorsSebastian HoelzlDirector Marketing Strategy EMEA
What do companies want to achieve?1. Customer retention and relationship building
Sustainability
2. Increase sales Revenue
3. Fast customer service Customer Satisfaction
31 2
How to build a healthy customer relationship
1. ENGAGEMENT 2. LOYALTY 3. INCREASE ROR
The classic 1to1 campaign: eMail
€
€
€
Conversion
Succes
s
A
B
C
SegmentC
onta
ct D
atab
ase
20%
18%
21%
Openrate
Classic Campaign Value Added
Sequential Campaigning
€
?
€
€€
Conversion
Multipu
rcha
se
Agile campaigning
60%
Open
ABCDEFGHI…
Hints,Content,Offers
Clie
nt D
atab
ase
with
indi
vidu
albe
havi
oura
lpro
files
Database
€Send out through key behaviors or behavior chains
Customer Database Evaluation
Customer Database: 100 Customer
€ 1.000Customer Lifetime Value
€ 100
15%
20%
10%
15%
5%
10%
5% 5%
10%
5%
€ 4.000 € 3.000 € 6.000 € 2.500 € 6.000 € 3.500 € 4.000 € 9.000 € 5.000€ 1.500Realised € 55.500
€ 16.000 € 7.000 € 9.000 € 2.500 € 4.000 € 1.500 € 1.000 € 1.000 € 0€ 13.500Potential € 44.500
Three levels of campaigning
Campaign types
Extending the Customer Lifecycle
Customer Value
€ 500€ 250
€ 750€ 375
Individual Customer Journey – Behavioral influenced topics to create customer retention
Story Milestones – Lead story creating the brand experience
ACampaign
ACampaign
BCampaign
BCampaign
So let’s take a peekat best practices …
Revenue Growth and Customer LoyaltyBest Customer and Post‐Purchase Care
CASE: evo
1 Storefront (soon 2!) plus evo.com
evo
Evo.com Stocks a Wide Variety of Brands
evo
CLV is significantly higher for Repeat Buyers, especially 9+ purchases
Focus on Customer Lifetime Value
evo
A “BEST CUSTOMER” program
evo
Best Customers: R1F1M1
Recency
Of Spend
Monetary Value
Frequency
Of Spend
evo
Triggered 7 days after a frequent customer has spent a grand total of $650 in their lifetime.
Best Customers: R1F1M1
evo
Woohoo! Because we’re so thankful you chose to shop with us we’d like to offer you this code good for $50 off your next purchase. It’s as good as it sounds – 50 free dollars good toward ANY order over $50 on evo.com.
How it works: Enter your code in the “Enter Coupon Code” spot in the cart before checkout and we’ll automatically deduct $50 from your order.
Here is your code: %%50 Dollar Code%%
We appreciate you shopping with us and hope to see you again soon!
With love, evo
Woohoo! Because we’re so thankful you chose to shop with us we’d like to offer you this code good for $50 off your next purchase. It’s as good as it sounds – 50 free dollars good toward ANY order over $50 on evo.com.
How it works: Enter your code in the “Enter Coupon Code” spot in the cart before checkout and we’ll automatically deduct $50 from your order. Here is your code: %%50 Dollar Code%%
We appreciate you shopping with us and hope to see you again soon!
With love, evo
evo
A “POST PURCHASE” program
22
57% Open rate26% CTR45% CTOR
evo
Revenue GrowthBrowse Abandonment & Retargeting
Case: UncommonGoods
Browse, Form, Process – Sniffing Around
Browse Abandonment: Expressing Interest
Sent
Delivered
Opened
Clicked
Product Views
Cart Additions
Checkouts
Orders
Revenue
UnitsUncommonGoods
Conversion
ShoesShoes
HimHimHerHer
Browse & Process Abandonment• High volume• Lower conversion
{
Abandon Basket• Low volume• High conversion
{
Re‐marketing for Fun & Profit!
UncommonGoods
From the ‘For Him’ Section
UncommonGoods
Visitor Dropped Into Automated Program
UncommonGoods
2.2% conv. rate vs 1.6% for Broadcastemails
And Served Specific Content
UncommonGoods
UncommonGoods now has eight browse remarketing emails
And It Works So Well…
UncommonGoods
And The Monthly Numbers…
Program Open Rate Conversion Rate Number of Emails
Broadcast 18.1% 1.6% 20,400,000
Purchase Confirm ‐‐ 2.4% 398,000
Welcome 34.4% 1.4% 149,000
Browse Abandon 41.8% 2.2% 90,000
Basket Abandon 27.9% 23.1% 11,500
SKU Notify ‐‐ 23.9% 8,000
UncommonGoods
Case: LenoxLead Efficiency and QualificationLead Scoring & Content Marketing
It’s Not Just for Retail/B2C
Lenox
Content Marketing - Nurture
Lenox
Lenox
60%!
Lenox
The how to do it summary:
1) Define Projects and Priorities2) Win your Sponsors3) Integrate Multiple Solutions4) Measure Success
Don’t freak out … you can do this!
Thank you!
Sebastian Hoelzl
@SebastianHoelzl
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