This document discusses strategies for modern marketing and customer relationship management. It covers optimizing websites for search engine optimization and mobile responsiveness. Social media engagement and content creation strategies are outlined. The importance of listening to customers and measuring the customer journey with a CRM system is emphasized. Predictive analytics can provide customer insights to improve targeting and retention.
9. How many pages do you have?
• 47% of site visits from organic source
• High levels of content
• Broad phrase
approach
10. Search Engine Optimisation
• Get the basics right
• IS YOUR WEBISTE MOBILE RESPONSIVE???
– Good quality relevent content
– Good Quality Link building – Deep Linking
– Sitemap
– At least 200 words per page
– Content, titles. Paragraph titles
– Image titles, Page titles
– Images
– Update your site regularly
– Does your Domain include Keywords?
– Use Google Adwords for Keyword searches
16. Think mobile..
Is your marketing mobile friendly?
• Your presence in databases in even more important –
Wikipedia, TripAdvisor, review sites.
• Make sure your website works well on a range of mobile
devices
• Check you can accept payments - sales
• Review your check-in options
• Create augmented reality applications, mobile promotions,
vouchers, deals
17.
18. Our phones are now our wallets - mobile
payments
Through our
Mobile numbers
19. PayPal Here
£69 to buy - 2.75% for payments using Chip and PIN cards and PayPal check-in
21. Social Media – Trends for 2015
• Vlogging will continue to grow
• Social wallets
• Social Platforms more interest based
• Ability to humanise your brand - This will be the single-most
important factor in social media success in 2015
22. Listen
Google Alerts
Twitter
Google Reader
Share &
converse
Twitter
Facebook
LinkedIn
Pinterest
Newsletter
Content
creation &
Broadcast
You Tube
Blog
Flickr
iTunes/podcasts
Community
building
Forum
Facebook Groups
LinkedIn Groups
Virtual worlds
Social media engagement ladder – Don’t be
afraid to go back to basics
Less time More time
24. Listen
• Listening for social cues
– Listening for your brand and reputation
• Listen to hashtags for mention of needs #
• Check social media search terms
– Check out your reputation
• Check SERPs of your phrases
• Check review sites
• Ready crisis management plan
25. Hashtag ideas
• Sector specific
• #windpower
• #climatechange
• Geographic specific
• #northdevon
• #devonhour
• Campaign specific
• #greenenergy
• Media specific
• #journorequest
• #prrequest
32. Adapted from ‘Media Cloverleaf’ by Richard Edelman
‘Content first’
strategy
‘Tradigital’
E-news
Forums
Digital magazines
Traditional
Media
Press
Social
networks
Facebook
Twitter YouTube
LinkedIn
Website
Responsive design
Mobile enabled
Owned Content
Video, blogs,
photos
Create
Once
Post
Everywhere
33.
34. Embedded content - Addition of video
Marks & Spencer
• In one year, 3m minutes of video
content viewed
• M&S Consumers who watch the
videos stay 2x longer on the site as
those who do not watch them.
• Boosted Basket Size 25%
35.
36.
37. How does it make you feel?….
Where is the product?....
38. 5. CRM – Measure Your Customer Journey5. CRM
Measure your
Customer
Journey
39. What is a CRM? (Customer Relationship
Management)
40.
41. How do you record your customer information?
Is it secure?
What happens if your computer stops working?
Can all of your team access it when they are out
and about?
42. Why use a CRM?
• A CRM can connect every area of business that
touches the customer –
– Marketing
– Sales
– After sales support
• And areas which the customer may not see
– Finance
– Accounting integration
CRM moves the company from a product centric focus to a customer
driven focus.
43. What can a CRM system do?
Collate customer information
• Enquiries received
• Telephone calls made/received
• Meeting notes
• Business cards received
• Leads Generated
• Letters/Emails sent & Received
• Attendees to Seminars
• Website hits
• Project plans
50. • Schedule posts for most popular times of the day
• If you schedule – don’t forget to be available for
responses
• Work with your planned business activities
• Think about seasonal opportunities
• Create your own opportunities!
56. Mulberry – ‘hand crafted in Britain’ brand
Commissioned a series of focusses on similar brands
• Wedgewood
• Aston Martin
• Mackintosh
Saying – ‘we are like these brands’ #mulberryteacup
64. Understanding analytics
• Who are your visitors
• How do they get to your site
• What do they do once they are there
65. Predictive Analytics
Want to predict who your customers will be?
Predictive analytics can help do that….
• Tesco– can predict the exact day customers will
return and the amount they will spend within £10 for
around 20% of their customers
• issues100m personalised coupons at checkout. PA
has increased redemption rates x 4 times.
• Mobile phone company – have successfully
predicted mobile subscribers that are 10x more likely
than average to cancel
• HP – PA models generate ‘flight risk’ score for all
employees. Estimates $300m savings
Hinweis der Redaktion
Now called ‘splinternet’
http://www.optify.net/wp-content/uploads/2013/01/Optify-2012-B2B-Marketing-Benchmark-Report.pdf
http://www.optify.net/wp-content/uploads/2013/01/Optify-2012-B2B-Marketing-Benchmark-Report.pdf
Google most popular in UK
Bing is bigger in the US
This shows how Google is still clearly the leader of organic visits compared to other search engines.
Matt Cutts – How search works
Content content content
People ignore this
DO you know how many pages you have on your website
Mens wellies search brings up mole valley
Get the basics right.
Make sure each page has the
2. Google sees that when people link to your website as a vote
Site maps
Site : Shows how google indexes your site
3. BBC indexed every minute
Mobile stats video
That shows us how important mobile is
One that stands out (apart from the toothbrush one)
is that we carry our phones for 14 hours a day
Mobile combines B2B & B2C as at work in B2B then when we go home we are B2C
Aurasma is a radical piece of technology that represents the future of how we use our mobile devices by bringing the physical and virtual worlds together for the first time. Available on smart devices, Aurasma was created out of technology that is capable of recognizing images, symbols and objects in the real world and understanding them. It can then deliver digital content in real time, including videos, animations, audio or webpages
Working with insurance companies and local companies
Small business – turnover £150k without any admin help
5 part time Contract staff
Using mobile not about superfast broadband? On average we use 0.27GB data on 3G and 2.3GB data on wifi – factor of 10 difference
Invoicing from his phone – photographs all receipts goes straight into Xero. Takes payments with PayPal and PingIt. Uses Skitch and Kuler to check colours nad show clients notes.
Ping it – up to £300
Skitch
Morgan Stanley believe mobile web will outstrip desktop web by 2015
Daily active mobile users on Facebook grown 15% in 2014 – mobile is no longer a secondary channel, it’s becoming first-choice;
Customers want to hear the truth from other customers – not so much brand themselves; growing emphasis
Are phones are now are wallets – Buy button on FB and Twitter trailing Social Media a financial arena as well as a social one
Social networks are more likely interest-focused – uniting users through Common hobbies and passions; image based sites Instagram, Pinterest and Tumblr; Google +; how we consume updates (images over text based; video’s GIF’s
Listening
Broadcast
Content
Community
you can set up searches keyword and your business name
Listen to competitors
Google Alerts
Create opportunities
River Cottage
Want everyone to know that what I am saying is about this particular conversation/subject
Journo reqquest – Helen Kindred rose – Country living
#journorequest – Country Living, Small Business Sunday, Great Interior Design Challenge
Selling all over the world
Now most of stock sold on Facebook
Influencers
Fern Cotton
In style magazine
hootdsuite
Used on 6 different channels – including websites blog e-newsletter
COPE = Create Once post everywhere
Show the video – this video footage was then used
Content first strategy
You tube
Show the video – this video footage was then used
Not professionally filmed just on smartphone
Embedded advert
Put in newsletter
Used same content through all communication channels
Create customer journey
This is what they allow you to do
A central CRM system for
Enquires, leads
Customer sales
Customer service handling
Can record telephone conversations
Can provide reports
Use data to provide forecasting
Be a mine of intelligence
Accessible from anywhere for all staff to input and use
Social Media
Telephone
Email
Staff input
Sugar – around £35 a month Capsule £8 per month per user or free for 2 users
schedule
The teacups were sent with the invites to London Fashion week - The invites even had their own hashtag, #mulberryteacup, which was mentioned in 147 posts. This was the most talked about and engaged social media throughout London Fashion weelk
What
By applying intelligence to data we can build data into Informatioon Knowledge and wisdom
This is the basics
What did they type into google
What did they buy…
Did they buy?
Where is this going..
Source: Eric Siegel Predictive Analytics 2013
Source: Eric Siegel Predictive Analytics 2013