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Personalizing Your Consumer’s
Online Experience:
Personalizing Your Consumer’s
Online Experience:
By Nicole CaseBy Nicole Case Director of Product Planning for Reynolds Web Solutions Director of Product Planning for Reynolds Web Solutions
Differentiating yourself from the competition
Differentiating yourself from the competition
AgendaAgenda
Who am I?What is Personalization?Why should you care?How do you make it happen today?Questions
What It IsWhat It Is
On an intranet or B2E Enterprise Web portals, personalization is often based on user attributes such as department, functional area, or role. The term customization in this context refers to the ability of users to modify the page layout or specify what content should be displayed. -Wikipedia
Why Personalize Online?Why Personalize Online?
Conducted some research before walking into a dealership
Used the Internet to conduct this research
Used Search Engines to research auto dealerships
88%
83%
79%According to the Polk 2007 Dealer eBusiness Performance Study of New Car Shoppers
Why Personalize?Why Personalize?
Consumers today both want and expect a personalized online experience
3 out of 4 consumers are willing to provide some personal information in exchange for a more personalized, relevant shopping experience
77% state they have made additional purchases when they have encountered personalized product recommendations
MyBuys/etailing group survey
Why Personalize Online?Why Personalize Online?
YESNO
Avenue A | RazorfishDigital Consumer Behavior Study
40%
60%
Have you customized your homepage with specific content feeds, scheduled updates or other features? (475 U.S. Consumers)
Why Personalize Online?Why Personalize Online?
Behavioral targeting – Nirvana
Case Study – Continental Warranty42% increase in lead volume after 10
days90% increase in lead volume by four
months23% increase in sales
Why Personalize Online?Why Personalize Online?
Few companies have access to enough data – Google does
Through Gmail, search, Froogle, etc.Purchase of DoubleClickAccess to 85-90% of web users
information
You don’t – so what is the next best thing?PersonalizeCustomize
How to PersonalizeHow to Personalize
Customer Portals Log-in/PasswordMy Garage
Customer ControlsChange the look and feelChange the layout
Customer PortalCustomer Portal
PersonalizeA user name, log-in portion of your website that contains:
Personal information for that specific customer Information about their vehiclesA place for them to provide information to you
Customer PortalCustomer Portal
Schedule Service Lead Forms are the 3rd highest form
submitted by consumers on dealer web sites in 2008
Customer PortalCustomer Portal
Servinginformationspecificto me
Customer PortalCustomer Portal
PasswordPasswordAnd LogAnd Log--inin
Customer PortalCustomer Portal
My My GarageGarage
Customer PortalCustomer Portal
Customersupdatetheir owninformation
Customer PortalCustomer Portal
View service history
Customer PortalCustomer Portal
Total view
Customer PortalCustomer Portal
Display more options
Customer PortalCustomer Portal
Convenient selection
Customer PortalCustomer Portal
Check repair status
Customer PortalCustomer Portal
Provide you customer Provide you customer The ability to provide The ability to provide
Valuable feedbackValuable feedback
Customer ControlCustomer Control
CustomizeChange the look and feelChange the layoutLet them make it their own
Customer ControlCustomer Control
Customer ControlCustomer Control
Customers choosethe vehicle
Customer ControlCustomer Control
Zoom
Customer ControlCustomer Control
Rotate
Customer ControlCustomer Control
Choosethe color
Customer ControlCustomer Control
Choose the background
Customer ControlCustomer Control
Changethe layoutview
In SummaryIn Summary
83% used the Internet to conduct this research
77% state they have made additional purchases when they have encountered personalized product recommendations
60% of consumers customize their home pages
Thanks for Your Time and Attention
Thanks for Your Time and Attention
Nicole CaseNicole Case Director of Product Planning for Reynolds Web Solutions Director of Product Planning for Reynolds Web Solutions