The digital marketplace is an exceptional environment to access the voice of your customers, your best assets. By listening and communicating to them, you can achieve greater customer satisfaction, customer acquisition, and ultimately business growth & revenue. You may have seen this in individual digital silos or for niche campaigns but what about the long term branding, engagement and customer commitment benefits?
dgm will outline key avenues you can use to effectively listen to those customers who are already speaking to you and understand how you can best harness the dialogue that’s already occurring through your site and via social media activity.
Learn which tools can accelerate your connectivity with customers and sort the insights from the noise. Learn how to really read the data that’s already at your fingertips and translate that into successful strategies for business development and growth.
dgm will illustrate a recent Dell case study which demonstrates the positive outcomes that can be achieved by listening to your customers and leveraging their voice.
Chris Garner, Regional Account Director – Dell, dgm
57. Coupons
74,000
searches per
month
currently
57
58. 100% increase in
2009
Forecast to rise a
further 150% in
2010/11
Australian
coupon
trends
58
59. More than 20%
of US
Consumers
use digital
Coupons: Over
45 million
[Source: Coupons inc., February
2010]
59
60. 58% of consumers
are more likely to
visit online grocery
stores or Fast-
Moving-Consumer-
Goods (FMCG)
websites if a coupon
is available.
[Source: Couponstar via
InternetRetailing, October 2009]
60
63. Average Transaction Value of Coupons
Vs Shopping.com Vs PPC
$US TRU
$1,200
$1,000
40% 11% 18% 12% 17% 23%
$800
$600
$400
$200
$0
Coupon Loyalty / PPC - affiliate Shopping Banners Email PPC Search
Reward comparison
$US TRU
Source: dgm Australia Insights Q4 Consumer Electronics
Sample size: $12M+ in revenue
64. 1. Use coupons on high margin products
2. Use “X% off when you spend $Y”
3. Use coupons for upselling
4. Plan for you coupons to go viral
5. Ensure your online checkout can reject
inactive coupons
6. Set expiry dates and unique identification to
measure redemption
7. Always include Terms & Conditions for coupon
use
64
65. Stand up if you have a bought
online in the last 12 months?
65
?
66. Stay standing if you looked for
an online coupon before
making a purchase?
66
?
75. “The community is mostly
Australian, and is technical-biased, i.e.
who (1) usually perform research online
on products and shops before
purchasing, and (2) are comfortable to
shop online, if that gives them good
price”
Scott Yang Founder of OzBargain.com.au
75
77. Exclusive coupons seeded
to OzBargain based on
the poll results
20% of total
weekly sales
in 7 days
78. 25% of Dell’s
US annual
Twitter
performance
in 7 days
78
79. feezfun on 22/06/2010 - 15:49
I have only had one occasion to call
Dell for assistance. The person at the
other end was helpful, it was a slow
process and long phone call, but at
the end I was told a new power
supply would be dispatched and I
would receive it in 48hrs. Less than
24hrs later I had the part all covered
by warranty.
20,000
words of
user
generated
content
79
From this talk today you will be able to take home real life tactics and strategies that will if implemented today will guarantee to increase conversion. We will be covering both downstream on site customer experience recommendations and upstream off site engagement tactics that we have employed with great success
it’s conversions—not views, follows, fans, retweets, likes, or diggs—that measure real success.
90% of purchase discussions are made based on word of mouth70% of UK Internet users trust recommendations from strangers when looking for information about goods and services online- 90% trust recommendations from people they know. (Simply Zesty, 2010)But after this the web ranks highly for the most trusted recommendations within the customer journey, and it is these are the main touchpoints that influence our online purchase intent.These touch points include Forums like Whirlpool or MacWorld, Rate City, and Product Review.com and blogs User Generated ContentThey are typically the sites that rank highly for your must targetted keywords.
it’s conversions—not views, follows, fans, retweets, likes, or diggs—that measure real success.
Seventy percent of brands indicate that they planned to increase spending on offsite social media investment, including Facebook in 2010, according to an eConsultancy study.7 Yet despite the urgency, brands lack a pragmatic approach.The Society of Digital Agencies reports that more than 45% of senior marketers worldwide named social networks and applications their top priority for 2010.Yet despite the urgency, most brands lack a strategy.Arecent survey by Digital Brand Expressions reveals that, while 23% of companies who are engaged with social media have both a strategy and a methodolgy to measure success (or lack thereof).Social media isn’t a set of platforms; it’s an attitude towards engaging with prospects and customers in an open, honest way, and it has to be properly co-ordinated in order to avoid the social media disasters which have become so ubiquitous in the press recently.Let your strategy guide your choice of platform, and not vice-versa, in order to get the most out of your time and effort.Steve Richards is MD of social media agency Yomego and a guest blogger for Econsultancy.
it’s conversions—not views, follows, fans, retweets, likes, or diggs—that measure real success.
Plug in technology One touch deployment simpler to implement than OmnitureDelivering results in real timeScalable functionality50.1% of online shoppers place items in their shopping cart do not complete the purchase (Core Metrics “Core Metrics Benchmark Industry Report” March 2009)40% of companies don’t have anyone responsible for conversionTechnology alleviates subjectivity and guess work thus minimising the risk of losing customers right the way through the web site funnel
it’s conversions—not views, follows, fans, retweets, likes, or diggs—that measure real success.
Fragrance Direct adds an extra $2 million per annum through testingTurnover has increased by 14.5%The company is forecasting a 4.5 fold ROI within the next 6 months
it’s conversions—not views, follows, fans, retweets, likes, or diggs—that measure real success.
it’s conversions—not views, follows, fans, retweets, likes, or diggs—that measure real success.
Over the past year an average of 1% of visitors added a review, a significant volume for such a large site. Over 35M user generated reviews
More than 20% of US Consumers Use Digital Coupons: Over 45 million US consumers used digital coupons in 2009, an 18.4% increase from 38 million in 2008. [Source: Growth of Digital Coupons, Coupons inc., February 2010] Wealthy, Educated Consumers Use Online Coupons: consumers who printed digital coupons in 2009 had an average household income of $97,000, 23% higher than the average household income of about $79,000. [Source: Growth of Digital Coupons, Coupons inc., February 2010] 65% cite the web as important or very important in making buying decisions, up an impressive 50% over the past year. [comScore via Econsultancy Blog, February 2009] 53% of consumers are using coupons more often, with 29% of consumers surveyed using online coupon sites to cut shopping expenses. [comScore via Econsultancy Blog, February 2009]
31% of online coupon users started using them in the last 12 months. [Source: Couponstar via InternetRetailing, October 2009] 58% of consumers are more likely to visit online grocery stores or Fast-Moving-Consumer- Goods (FMCG) websites if a coupon is available. [Source: Couponstar via InternetRetailing, October 2009] 46% of internet users surveyed by Couponstar said that coupons influence them to try brands they wouldn't normally buy. [Source: Couponstar via InternetRetailing, October 2009]
it’s conversions—not views, follows, fans, retweets, likes, or diggs—that measure real success.
it’s conversions—not views, follows, fans, retweets, likes, or diggs—that measure real success.
it’s conversions—not views, follows, fans, retweets, likes, or diggs—that measure real success.
it’s conversions—not views, follows, fans, retweets, likes, or diggs—that measure real success.
it’s conversions—not views, follows, fans, retweets, likes, or diggs—that measure real success.