1. the changing customer purchase journey Jeremy Morris Head of Direct Marketing, Orange UK

2. customer journeys are changing

3. social networks become no1 internet activity Social Media 85% Published Media 15% Share of all page views at the Top 1,000 Media sites, December 2007 – 2008 source: TNS Compete 2009

4. growth in conversations related to brands *Brandwatch July 2009

5. natural search listing features products

6. … and high ranking Orange problems page

7. dedicated site to customer service issues

8. importance of review sites

10. growth in voucher codes

11. including trusted online experts

12. research media varies by segment

13. online and offline interplay adds extra dimension

14. more complicated, more fragmented where do you spend your money and how do you track it?

15. online direct response focus on paid for media

16. measuring success on a last click basis search affiliates display shop last click journey clicks

17. evolving to a journey basis search affiliates display shop last click journey clicks

18. 3 priorities customer journey engagement measurement

19. understanding role of search search online for ‘I am’

20. 2 for 1 pizza voucher 5 million unique visitors a month

21. reputation management

22. 3 priorities customer journey engagement measurement

23. balloonacy

24. spot the bull

25. spot the bull

26. friend-o-meter

27. friend-o-meter

28. friend-o-meter

29. http:// unlimited.orange.co.uk

30. 3 priorities customer journey engagement measurement

31. measurement across customer touchpoints retail stores online review sites retail independents offline paid media online paid media blogs, word of mouth online shop telephone channels online independents

33. in summary

34. thanks