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Implementing Successful Digital Marketing Campaigns
Date: September 2010
What We Do
• Internet Asset Management– companies buy silos of activity which are not joined
up and leaves them prone to internet asset dysfunction & loss of sales.
– We are a strategic partner who will work with you to get where you want to be and help you plan the resources money - people & skills needed.
A Bit About You
• Your job• Your experience of digital marketing.• Your objectives for today
Housekeeping
• 9.30 until 16.30pm.
• Welcome to use laptops.
• Informal relaxed environment.
• Ask questions, share experiences, practical exercises.
Research - Setting the Scene
• Established “brand.”• Regular timeslot.• Route to market for “musicians”.• “Sit back” technology.• Passive mode.• Unable to change quick enough.• Cant respond to customer needs.
Top of the Pops – delivery channel
• Route to market.• Customisable.• “lean forward” technology.• Interaction.• Calls to action.• Convenience.• Community.• Choice.
Todays delivery channel
0
5
10
15
20
25
30
2001 2002 2003 2004 2005 2006 2007 2008 2009 2010
Bro
adba
nd p
enet
ratio
n (m
)
0
5
10
15
20
Onl
ine
Spen
ding
(£bn
)
Total Broadband (m) Online Spending (£bn)
Companies that don’t understand digital communities will die….
Source:the economist
Your customers have changed
Source:the economist
70
50
30
20
10
45-66
Baby Boomers’46-’66
66-45
Baby Boomers’46-’65
45-33
Gen X’66-’76
33-16
Gen Y’77-’94
15-0
Gen Z’95-’2012
Age in 2010
Natives
Immigrants
Digital Natives
– Hyper connected.– Instant access.– Digital technology at core.– Multi tasking information junkies.
– Do you recognise anyone?
Digital Immigrants
– Avoiders– Reluctant adopters.– Eager adopters.
– Do you recognise anyone?
27% of the UK workforce was born after 1980
Source:the economist
The Old Way is Static – The New Way is Dynamic
Interactive
Social is relationship marketing
And relationships need to be worked at..…
People are not demographics anymore
To connect to them, you need to understand them and social is relationship
building
There are over 500 million facebook users worldwide.
If Facebook was a country it would have the 3rd largest population in the world.
Characteristics of Digital
Everyone has a circle of trust
People whose opinion they listen to and respect…
Trust?
Deference to Reference
• How do we feel when participating in community sites?
• Do we trust our peers?
• How about WOM social references?– Seen any good films?– Heard any good music?– What do you think of restaurant x.
Web Shoppers Trust Customer Reviews
• Online shoppers trust the online reviews of strangers more than the recommendations of their friends, new research finds.
• shoppers buying products on the Internet are influenced both by online social networking sites and face-to-face conversations with friends.
• But when it comes to whose opinions influence the shoppers, strangers have as much if not more impact than friends.
Source: "Social Commerce: Conversations Among Consumers," report from social media services provider Ripple6
Web Shoppers Trust Customer Reviews
• 47 percent look to onsite customer reviews when making a decision.
• Sixty-five percent of respondents see value in connecting directly with other shoppers who bought similar products.
• "This research confirms that most of the things consumers find valuable are those delivered by community."
Source: "Social Commerce: Conversations Among Consumers," report from social media services provider Ripple6
And companies are becoming transparent
Conversations will happen without you initiating them
Best to be part of these conversations.
Digital Experience
Research -SOSTAC
SOSTAC
• Using SOSTAC– Situation Analysis– Objectives– Strategy– Tactics– Actions – Control
Customer Selection
– Insight– Segmentation– Analysis– Characteristics– Behavioural patterns
• Recency, frequency, monetary value• Permission marketing• LTV
VOC
• Primary and Secondary data– Primary
• Online?• Focus groups?• Telephone
– Secondary• Sales data• Products data• analytics?
PESTE
Political– Legislation– Taxation– Foreign trade regs.– Employment law– Government stability
Sociocultural– Demographics– Income distribution– Lifestyle changes– Consumerism– Levels of education
Economic– Business cycles– GNP trends– Money supply– Inflation– Unemployment
Technology– New discoveries– Rates of obsolescence– Speed of tech. transfer
Environmental– Social pressure– Legal influences
Audit
• Software Tools– www.marketsamurai.com – www.spyfu.com– www.googlealert.com– www.socialmention.com– www.blogpulse.com– www.alexa.com
Service Sales
SearchSocial
• Thumbnail summary of the characteristics, needs, motivations and environment of “typical” customer.
• Effective to developing websites that are customer centric.
Persona’s
• A set of tasks that a particular customer wants or needs to do in order to accomplish his or her desired outcome.
• Scenarios are developed for different persona’s
Scenario’s
Give your customers a good experience
OVP
Customer Centric Design
• Your website should be providing customer service.
• 90% service ;• Help them buy something they need.• Help them find information.• Help them save money and time.• Help them talk to the organisation.• Help them enjoy a positive experience!!
• Story board and take your customers on a journey.
OVP
Case Study
• – B2B– Major provider of camera accessories.– No direct selling.– Selling through retailers.– Change their online proposition to encourage
retailers to hold more stock.– Now sell direct – order is placed with retailers,
by postcode, if they cant fulfil order processed by Manufacturer.
Exercise 1
Planning
Digital Marketing Mix
Marketing Mix
ProductDigital valueExperience brand
Price Transparency
Pricing models
Place Representation
Distribution models
PromotionOnline vs offline
integration
People Resources
Contact strat
Physical Online evidence
integration
Process Optimise through Web transaction
Partnerships
Digital Marketing Mix
Your Online Value Proposition
• Tempt customers by offering channel choice and something they cant get elsewhere.
• Use the 6 C’s to define your OVP– Content– Customization– Community– Convenience– Choice– Cost reduction
In House Skills Audit
• Strategy
• Structure
• Systems
• Staff
• Style
• Skills
• Super-ordinate Goals
Use the 5 S’s
• Sell– Grow Sales
• Serve– Add Value
• Save– Saving Costs
• Speak– Closer to Customers
• Sizzle– Extend the Brand Online
OVP
Digital Objectives
• Where you are going– And where you want to be.– Don’t forget the 5 S’s.– Objectives have to be SMART
• Specific, Measurable, Achievable, realistic and time bound.
• E.g. To generate an extra 100k worth of online sales by December 2011.
OVP
Objective Setting Framework
DigitalOffer
OVPCorp
ObjectivesCore
Product
Online Comp
Limiters
Vis
ion
USP
R2M
Structure
Innovation
Technology
Customers
On
line
Ob
jectives
Exercise Headings• Vision
– Where is the company going?– Can digital help?
• R2M– Current routes to market– Online and offline
• Structure – Internal Systems and structure?
• Innovation– How innovative is the company?– Product design?– R & D
• USP– Do competitors have USP?– Do we?
• Technology– How can we use?– Mobile/social/video?
• Customers– Do we know our online?– Do we have persona’s– Do we have scenario’s
• Online Objectives– Serve– Speak– Save– Sell– Sizzle
OVP
OVP
Exercise 2
Implementation
Hardware Tools
Software Tools
expensive
inexpensive
high ROILow ROI
cowboy premium
bargaineconomy
X
Importance of Social
• CASE STUDY• IT Hardware and Software Company
Based in West Midlands – B2G– 18 months ago, embarked on social.– Telesales operative.– Twitter.
• Sales.• Customer Service.• Recruitment.• Reputation Management.
Search Engines
Search Engines
Source: Reprinted by permission of Google, Inc. Google™ search engine is a trademark of Google, Inc.
Search Engines
Search Engines
CurrentSuccessfulSPECIFI C PRODUCT
Search Terms
CurrentSuccessfulSPECIFI C PRODUCT
Search Terms
CurrentSuccessfulGENERI C PRODUCT
Search Terms
CurrentSuccessfulGENERI C PRODUCT
Search Terms
CurrentSuccessful
BRANDSearch Terms
CurrentSuccessful
BRANDSearch Terms
Search Engines
– Keyphrase research• Many ways of saying the same thing.
– Womens sportswear– Women’s sportswear– Womens sports wear– Women’s sports wear– Ladies sportswear
– Generic, brand, product, market specific
Search Engines
• Keyphrase placement– Page title– Description meta– Headings <H1>– Body Content– Text Links– ALT Tags
Where is SEO Going?
http://www.seomoz.org/blog/whiteboard-friday-how-search-is-changing
Pay Per Click
• You pay for results– You control costs.– You control landing page.– You tweak.– You control countries.– Click through rates.– Cost per click.– Cost per xxxxx (purchase, email, download)
Pay Per Click
Source:Econsultancy best practice PPC guide 2010.
SEO Tools
• Very Useful Tools– http://www.google.com/sktool/ – https://
adwords.google.co.uk/select/KeywordToolExternal – http://www.google.com/insights/search/# – http://
www.youtube.com/user/GoogleWebmasterHelp – www.google.com/webmasters/tools/home?hl=en– //tools.summitmedia.co.uk/spider/
SEO Case Study
• Dog Food Supplier in May 23rd 2009 – New website launched West Midlands – B2C– Worked with them to re-design site around customers needs -
old site was developed around companies needs.
– Key dates– May 23rd 2009 – New website launched– June 2009 – PPC advertising campaign launched– August 2009 – Free samples on Money Saving Expert forum.– September 2009 –Puppy Club launched– October 1st 2009 –Breeder Club launched online– January 2010 – Blog and forums launched
Best Practice Social
• Objectives.
• Planned approach.
• Appropriate channels.
• Resources.
• Gap Analysis.
The next 10 Years
• Mashups
• Widgets
• Augmented reality
• The semantic web
• The rise in virtual environments
Web 4.0
Autonomous
• An autonomous agent is a system situated in, and part of, an environment, which senses that environment, and acts on it, over time, in pursuit of its own agenda. This agenda evolves from drives (or programmed goals). The agent acts to change the environment and influences what it senses at a later time.
Semantic
• I have a dream for the Web [in which computers] become capable of analyzing all the data on the Web – the content, links, and transactions between people and computers. A ‘Semantic Web’, which should make this possible, has yet to emerge, but when it does, the day-to-day mechanisms of trade, bureaucracy and our daily lives will be handled by machines talking to machines. The ‘intelligent agents’ people have touted for ages will finally materialize.
Source:Tim Berners-Lee (1999)
Augmented Reality
Exercise 3
Control
Monitoring
Monitoring
• Conversion Funnels– Built on SMART objectives.– Set up and built in analytics
• Track through 10 pages on “customer journey”
• Segmentation
• Filters
Monitoring
Monitoring
• A/B testing– Data trumps intuition!– Testing on different types of heading, image,
button, copywriting.
Monitoring
• Multivariate Testing– More sophisticated than a/b testing.
Monitoring
• Usability Testing– An approach to website design to enable the
completion of user tasks.– Review Jakob Neilson www.useit.com
• Levels of knowledge– Of your products– Of the internet– Of the website
Monitoring
• Applying Publication to Digital– Reports and dashboards– KPI’s– Dissemination.
Monitoring
• Reports and Dashboards– Against different objectives?– For different audiences?– Based on SMART objectives.– Strategic and tactical
Monitoring
• Tactical KPI’s– Visitor enquiry ratio.– Visitor sales ratio.– Visitors.– Churn.– Average page views/visitor– Average visit length/visitor.
Monitoring
• KPI’s– Key events– Customer arrives on site.– User viewing a page– User visiting a site– Customer fills in an online form– Customer places order– Customer leaves site.
Exercise 4
Digital Marketing Qualifications
• Diploma in Digital Marketing– Digital Marketing Essentials– Digital Marketing Planning– Marketing and Consumer Behaviour
• Diploma in Managing Digital Media– Implementing Campaigns – Integrating Campaigns– Advertising– PR
• [email protected]• www.twitter.com/sharpmonkeys• skype – john.chacks• phone - 07962188183
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