Customer experience masterplan

Protect your reputation, profits and ensure customer loyalty. Design digital customer experiences that engage your customers anytime, anywhere. Creating a unified and personalized customer experience across channels is pivotal to any modern business strategy. Given the proliferation of digital channels, companies need to strategize how best to use digital channels that reconcile business and brand objectives with customer needs. Develop an action plan to make customer-centricity in this digital age a core element of your company’s daily operations. Collect best practices to track your customers’ experiences and optimize the performance of your digital projects. Source the right tools and develop key processes to prioritize your digital investments and identify areas for improvement that will maximize your ROI. Benchmark your company against internationally recognized digital customer experience programs and interact with cross-industry leaders in interactive Q&A sessions. Digital has the power to innovate and it is here to stay; you do not want to be behind the curve. Your next step — this conference! Implement 10 key digital customer experience best practices / solutions / strategies: 1. Incorporate customer – centricity to align your operational processes 2. Improve your digital CX performance with actionable data analytics 3. Manage social conversations effectively 4. Create digital experiences to secure customers over your fastest growing channels 5. Increase engagement and deliver value through mobile 6. Leverage digital innovations to drive customer experience 7. Align business objectives with customer needs 8. Deliver consistent omni-channel experiences 9. Benchmark your success to uncover new opportunities 10. Capitalize on digital channels to increase conversion

This document summarizes a 101-tip presentation on conversion rate optimization (CRO) given by Josh Patrice. The presentation covers tips related to psychology, testing, user experience, and landing page and ecommerce optimization. Some key tips include leveraging fear and greed in users, using social proof and calls to action, and testing colors, buttons and messages. It also provides tips for crafting the user journey through the AIDA model, matching pages and ads to keywords and users, and reducing distractions and commitments on pages.

BetterCloud's VP of Marketing Taylor Gould presented on how to market a startup to the enterprise. He discussed BetterCloud's growth timeline from research and prototype development to beta launch and significant feature releases. He outlined their focus on solving real problems for users and building advocacy. Gould also covered BetterCloud's marketing tactics, including focusing on SEO as a foundation and using a freemium model. Finally, he explained how BetterCloud markets to both users and purchasers, using different content approaches for each.

This deck features a case study highlighting the basic steps taken by SCI Solutions to kick off an initially successful lead nurture program using Pardot and Sales Cloud.

Presentation by Dr. Dave Chaffey - @smartinsights - for the Fusion Marketing Brussels event #fusionmex - 11 Digital MarketingStrategy issues for 2011

Organisations that thrive are putting their customers in the driving seat, delivering greater value and ensuring an easy, delightful customer experience, leading to an expanding and loyal customer base and improved, continuous profits.

Our presentation slides from the Inbound Marketing Seminar co-hosted with HubSpot in Ho Chi Minh city, Vietnam on Sept 2019.

There is still a feeling of ambiguity surrounding attribution, with much of the discussion focusing solely on which attribution algorithm is best. While the technology and the algorithm for sharing value across touchpoints is important, we want to widen the lens to look at the three stages of attribution that are crucial to success.

Facebook advertising continues to grow rapidly, with $27 billion in revenue in 2016, a 57% year-over-year increase. The number of advertising features on Facebook also increased dramatically, with over 100 new features released in the previous year. While Facebook allows targeting of over 60 criteria across 10 ad formats and 7 placements to reach 1.8 billion users, success requires delivering the right message to the right people and continual testing. Automation and testing are key to effectively scaling Facebook ads, through tools like dynamic image templates and predictive budget allocation.

This document provides an overview and summary of Sandra Sick's presentation on strategic marketing and PR for startups. The presentation covers various topics including inbound marketing, content marketing, blogging, email marketing, social media, video marketing, SEO, analytics, and marketing automation. Sandra Sick has over 20 years of experience in startup marketing and PR and has advised hundreds of companies. The presentation aims to help startups develop effective marketing strategies.

Benchmark Your Optimization Program ❯ Featuring speakers from Optimizely Shana Rusonis, Content Marketing Manager, Optimizely What does 'normal' look like for an optimization program? What about best-in-class? What are the opportunities and challenges facing teams that are optimizing, and how do they allocate their manpower and budget towards them? We sought out the answers to these tough questions for our first industry benchmark report. Join Optimizely for an in-depth discussion of how to quantify and benchmark optimization performance.

This document discusses how using video can speed up sales by engaging prospects and clients. It notes that including video in emails increases click-through rates by 96% and that 59% of executives prefer video to text. Companies using video see 2x higher revenue growth, 14% shorter sales cycles, and 30% larger deals. Creating custom videos does not have to be expensive if done with webcam and easy-to-use software rather than a professional studio. Personalizing videos for each prospect helps build stronger relationships and move deals through the sales funnel faster.

Online Business Solution Presentation - More than ever, small businesses are flocking online.Many of them don\'t realize that a web site isn\'t going to help. Their online endeavors will be largely wasted - and they will fail.To avoid that fate, you need to be thinking about Online Businesses, Not Websites.

These are the slides of our Optimizely Connect webinar with AT Internet webinar from April 7, 2016. In the first ever optimization benchmark report (2015), analytics was named as the #1 source to generate ideas for website optimization. We will show you how to use analytics to discover the weak spots on your website, how this analysis helps generate more impactful ideas for A/B Tests and how the seamless integration of Optimizely and AT Internet makes it really easy to track the effect of testing on all your important company KPIs. In this webinar, we will show you: - Fundamentals: Analysis - Insights - Hypothesis Generation - How to use analytics to discover the weak spots on your website - How to integrate AT Internet and Optimizely in a few clicks and make more of your data - Media & Retailers: How to improve web performance thanks to analytics & testing Test out Optimizely yourself: https://www.optimizely.com For more information about AT Internet, please visit: http://www.atinternet.com

This document discusses the challenges that businesses face when transitioning from small to large. It refers to this transitional stage as "No Man's Land" where businesses are too big to be small but too small to be big. Some key points: - Businesses in No Man's Land experience much faster growth and job creation than average US businesses, yet make up a small percentage of total establishments. - Navigating No Man's Land successfully requires addressing challenges in four areas: realigning with the market, hiring senior management, understanding your business model, and raising money. - Common blind spots for businesses in this stage include lack of team alignment, accountability, clear value proposition, and understanding of profitability

View the video marketing playbook, including the top 5 ways to gain most value from this tool, along with the top 5 types for maritime marketing success

This presentation is about the Product Management Tools that can be used to prioritize features in the process of product development and how to translate these features from business needs and problem, while finding the best fit with them.

In a world where the best deal is only a Google search away, retailers are struggling to keep customers coming back. This is especially true for brick-and-mortars that have taken a hit from the rise of ecommerce and practices like showrooming. And yet Amazon opened a physical store last year, along with several other successful ecommerce brands like Warby Parker and Birchbox. Would anyone be able to predict this just a few years ago when ecommerce was hailed as the end of brick-and-mortars? Online retailers moving toward offline stores tells us not only that the in-store experience still matters, but more importantly retailers are ditching the one-channel mindset for an omnichannel approach. Retailers now recognize the need to connect with customers at all touchpoints in relevant, meaningful ways. We’re seeing brands experiment with how to deliver more contextual, highly personalized customer experiences by using emerging technology like beacons and augmented reality. Thanks to Apple Pay’s launch last fall, mobile wallets may finally make a real impact on retail. In this issue we explore how these technologies can be integrated with loyalty. We also look at defining and measuring loyalty ROI in retail, which is key for getting buy in from your organization. We’ve included a Retail Loyalty Readiness Worksheet to guide you through costing out the initial capital investment and ongoing costs of launching a loyalty program. We hope the Kobie Quarterly: Retail Edition helps inspire and inform your loyalty strategy for 2015 and beyond. No matter where the retail industry is headed, our primary focus should remain the same: rewarding customers in ways specific to their wants and needs. That will always be in style.

The growth of eCommerce is changing brand strategies in several ways. Consumer expectations are evolving as people now research products online and read reviews from other consumers before purchasing. Brands must be present across online and offline channels to understand the entire customer journey. An eCommerce strategy should go beyond just online sales and consider how the brand engages with customers at all touchpoints. To achieve growth objectives, brands need to continuously innovate, enhance their online content and experiences, and invest in new technologies.

CASE STUDY: Customer experience management: How to manage the digital 'moments of truth' Ceri Jones, VP, global demand generation and senior director, Basware

For the last eight years brands have invested billions into social media programs and now many are scratching their heads… “What's the ROI of this content?” In this webinar we break it down for you.

This document provides an overview and agenda for a workshop on e-commerce in the MENA region. The agenda covers: - The three key phases of successful e-commerce: attract, convert, and retain customers. - An overview of the attract phase, including defining a unique selling proposition, branding, research and marketing. - An overview of the convert phase, focusing on user experience and obstacles to conversion like payment methods. - An overview of the retain phase, including delivery of promises, customer satisfaction metrics, and bringing back return customers. The document also shares some data on the MENA region's economy, demographics, and growth of e-commerce.

The document summarizes key topics from a strategic marketing and branding forum on omnichannel marketing held on April 14-15, 2016 in Amsterdam. It discusses the expectations of consumers for quick, seamless experiences across channels and moments, and the importance of understanding customer pain points across channels. It also summarizes challenges and opportunities in integrating physical and digital experiences, fulfilling orders across channels, managing customer journeys, and the impact on areas like customer service, supply chain management, and the buyer experience.

A talk at E-commerce North Show from Dave Chaffey of Smart Insights covering 15 questions to ask about the latest trends including AI and machine learning and user experience.

Using Digital Tactics in Retail to drive growth. Growth in Retail is going to come from the digital E-commerce sector. Here are some ways in which high street retailers can take advantage of this growth for their own business.

Join experts from Adobe, Cvent, and Invoca as they share their tips for building a smarter digital marketing foundation.

We all know that shoppers prefer a personalized experience based on their historical interactions with a Retailer (skeptical? 85% of shoppers say they want that!). So why do we fall short of delighting them with the experiences they're asking for? Get real strategies for gaining true customer loyalty

Supplementing my other Slideshare post re: "2014 Customer Decision Journey", this October 2014 presentation for IT professionals, examines what lies beyond Cloud, Analytics, Mobile, and Social for 2015. Essentially, McKinsey, Harvard, Gartner, and others concur that in an Internet of Things hyper-connected world.... 2015 and beyond is all about using technology to bring unique value and competitive advantage on a humanly personal, customer-centric, demographic-of-one basis. This presentation examines the McKinsey / Harvard Customer Decision Journey / Digital Customer Journey model as it has evolved over the past 6 years, and delves into best practices as promoted by McKinsey, Harvard, Gartner and others, for how IT should and must respond. This is tutorial research summarizing a large quantity of McKinsey, Harvard, and Gartner papers and research presentations. I provide it in PowerPoint format so that all may benefit. In the same way as others have so generously shared their knowledge and material with me, now I am doing the same for all of you. My only request is that you always give me full accreditation as the author of this summary research and presentation. This material was first presented to the Suncoast Technology Forum, Sarasota, Florida, USA, on Tuesday October 21, 2014. John Sing, Sarasota, FL, USA October 21, 2014 www.linkedin.com/in/johnsing/

This was a keynote I gave for Colruyt Group, about the future of retail POS interaction opportunities and behavioral consumer trends. The talk focuses on contextually relevant content delivery, defined by Google as micro-moments.

Practicology's 21st October 2015 Ecommerce UK conference featured sessions from House of Fraser, Usabilla, Smart Focus, and a panel session with Jaeger, Selfridges, STA Travel and Baker Ross on the topic of securing ecommerce sales growth in the next 12 months. Practicology also gave an advance view of its Mobile Usability Report 2015/16 produced in partnership with WhatUsersDo.

HUBFORUM Singapore is an invitation-only summit for digital marketing leaders from local and international companies. Over 300+ attendees and 15 top speakers had gathered last year to share insights, predictions of digital marketing and digital transformation.

Zuora CEO, Tien Tzuo, kicks off Subscribed 2015 in London with a powerful keynote addressing the global impact the Subscription Economy is making on businesses, consumers and technology. He shares the stage with Anthony Fletcher, CEO of Graze, Pete Tomlinson, Sales & Marketing Director, KCOM and Mark Beard, Marketing & Circulation Director at The Economist.

The document discusses how companies can create customers for life through experience marketing. It emphasizes that customers want outcomes, not just products. The presentation provides an example of how collecting customer data through various channels like websites, mobile apps, point of sale systems, and vending machines can provide insights into customer journeys. Metrics are shown how one company grew e-commerce sales by 140% year-over-year and increased monthly rebuys by 75% by focusing on satisfying customer needs and delivering outcomes through personalized experiences across multiple touchpoints.

VWO’s eCommerce Consumer Survey Report for 2017 dives deep into the challenges associated with eCommerce. The report also covers how enterprises can address these challenges, and understand what makes a customer tick and stick with an eCommerce venture. ​​Here’s a brief of what the report entails: - ​​Challenges faced by eCommerce enterprises at various stages of a customer lifecycle ​- ​Business expansion challenges ​​- Low conversion rate ​​- Importance of mobile optimization ​- ​Omnichannel approach in the eCommerce industry ​​Order and inventory fulfilment

A study by Marketing Metrics found the average company has a 60-70% probability of selling again to existing customers, a 20-40% probability of selling to past customers - but only a 5-20% chance of selling to a prospect. Yet, our marketing budget and sales efforts are dedicated almost exclusively to acquiring new customers... This is a great opportunity for business owners to understand the importance of customer acquisition and finally plan their sales strategy more efficiently. In fact, there are several methods to increase your sales, but in my opinion only one or maybe two strategies can effectively work in your particular niche. Today, I want to: 1) Discuss the top 15 customer acquisition techniques 2) Use formulas and data to evaluate which strategy is more appropriate to your unique ecommerce business 3) Create action plans to improve your website sales Learn how to master Ecommerce Customer Acquisition in order to expect an immediate growth in sales.

Digital Marketing in 2015 provides 10 essentials for ecommerce marketing. It recommends having (1) a defined digital strategy and audience targeting options. It also stresses the importance of (2) developing an online value proposition through branded content marketing and personas. Additionally, it advises optimizing (3) SEO, PPC, social media, email marketing, and media investments through testing.

Digital Marketing in 2015 provides 10 essentials for ecommerce marketing. It recommends having (1) a defined digital strategy and audience targeting options. It also stresses the importance of (2) developing a brand online value proposition and personality, and (3) optimizing search engine and paid advertising. The document emphasizes testing different media investments and conversion pathways, as well as implementing (4) a kickass content marketing strategy and continuous testing and optimization through a conversion rate optimization mindset and process. Mobile marketing is highlighted as a key trend across strategies.

We live in a world where almost 90% of consumers read emails on their mobile devices. It is therefore imperative for marketers to ensure that their sites and email marketing is optimized for all channels - especially mobile. Download the slides and discover practical methods to help you create the best mobile emails in 2016.

‘Cart abandonment’ is on the lips of of a growing number of digital retailers and marketers. However, is the opportunity worthwhile, versus the challenge it poses? We’re back with another topical infographic – the stats behind cart abandonment. As the technology to address this phenomena of eCommerce comes further into the hands of SMBs, it becomes more important that we all get on the same page, learn about the underlying factors and hopefully what we as suppliers and merchants can do to reengage our audience. Once again, we put this lovely little number together with Piktochart – and awesome little tool for building infographics!

dotmailer's presentation for Magento Live UK 2014 - delivered by Jonny Dixon (Global eCommerce Channel Relationship Manager) & Ben Staveley (Head of eCommerce). This presentation looked at how Magento merchants and marketers alike should stop simply considering their email lists as simple data points, but as real humans with real emotional investments. By harnessing magento behavioral data and automation, marketers can build up real-life buyer personas and focus on developing real relationships with their customers. For notes and additional context, check out www.dotmailer.com/blog or www.dotmailer.com/event

Slides from dotMailer's Marketing Automation Webinar, by Skip Fidura (dotMailer Client Services Director). This webinar focused on how marketing automation frees up your marketing team's time to focus on what really matters - in this webinar we covered: - How to make your email program 'proactively' reactive; - What's the best argument to present to senior management to justify an email automation program, beyond cost savings; - Which email programs are best automated to allow you to focus on what matters, like list growth and strategy; and - vHow email automation lets you replace the 'human' element that's been lost.

eConsultancy undertook a study into how marketers spend their time, and looked at the one factor that really has a measurable effect on sales - email.

Focusing on open and click through rates leads email marketers to the wrong decisions. We reviewed data from a number of different email marketing programs and found a strong correlation between the number of unique opens over time and revenue. Put more simply, the more people who opened at least one email, the more money these companies made. This in and of itself is not shocking. The notion that more people opening generates more sales is pretty obvious. Seemingly as obvious is the notion that if one open is good, then more than one open per person is better – and it is. Find out more about 'open reach' in this presentation.

The document discusses how triggered email programs can drive loyalty and customer acquisition, noting that simple programs around cart abandonment can increase sales by up to 30% when messages are sent within an hour, and that automated segmentation is key to improving open and click through rates by 20% compared to non-segmented emails. It provides examples of cart recovery rates from 21-18% and recommends starting with a simple triggered program before expanding to additional automated programs.

This document summarizes research into how well email campaigns render and perform on mobile devices. It reviewed emails from 19 major brands on iPhone, Android, and Blackberry. Most programs scored poorly, with only 31% of emails rendering properly on Blackberry. Readability and usability were also issues across devices. The report provides recommendations for marketers to optimize emails for mobile, such as previewing emails on devices and designing for smaller screens that require less scrolling.

Learn how you can take advantage of mobiles and tablets, and sell to a growing population of affluent consumers.

Mobile search is growing rapidly and expected to surpass desktop searches by 2013. Mobile searches have grown fivefold in the last 24 months, with 1 in 3 mobile searches starting with local intent. While some marketers are starting to invest in mobile search advertising, only 45% plan to invest and just 34% of agencies claim their clients are involved. The document recommends marketers take advantage of mobile pay-per-click advertising now to gain exposure, beat competitors, and increase profits since mobile users are always online and local mobile campaigns typically outperform desktop campaigns. Proper mobile optimization of websites is also important for conversion.