ENGAGING CUSTOMERS From acquisition to subscription: improving the customer experience

@samchatwin

WHERE WE’RE AT

WHY IS THIS?

ENGAGEMENT

CONTENT

‘Content is king’

Bill Gates

ASOS  moodboard  example  

YOUR CUSTOMERS

A CLEAR PROPOSITION

A SINGLE BRAND EXPRESSION

JOIN THE CONVERSATION

WHERE ARE THEY COMING FROM?

VALUE AND SERVICE

‘their daily email newsletter of aggregated stories is worth the price of a subscription alone’

Source: econsultancy

BUILD TRUST

TRUST THROUGH DESIGN

TRUST THROUGH SOCIAL PROOFING

PERSONALISE

MOBILE

The total number of mobile devices is set to number

2.6 billion by 2016

Source: Canalys estimates and forecast

On average we spend 119 minutes a day on our

mobile devices

Source: Mobile life report UK

By 2017, 87% of smart connected devices will be tablets and smartphones,

with PCs being 13%

Source: www.idc.com

37% of online sales in UK are now on mobile,

totalling £8bn in 2014

Source: IMRG.org

In Britain more than 100,000 mobile phones

are dropped down toilets every year

Source: BBC Radio 2 factoids

RESPONSIVE WEB DESIGN

EMAIL

91% of consumers check their email on their phone

at least once a day

Source: ExactTarget mobile behavior report

48% of emails are opened on mobile devices

Source: Quarterly email benchmark report (Q2 2014)

If an email doesn’t display correctly, 71.2% of users will delete it immediately

Source: BlueHornet consumer views of email marketing

SPEED

TEST AND ITERATE

GET TO THE POINT

THANKS

@samchatwin

QUESTIONS

@samchatwin