Opening plenary presentation from Directors Forum, London - 3 March 2011.
1) Key challenges to customer engagement
2) Why mobile & social are important
3) Nine trends
2. Richard Sedley Commercial Director Foviance Course Director for Social Media Chartered Institute of Marketing
3.
4. Repeated interactions that strengthen the emotional, psychological and physical investment a customer has in a brand (product or service) CUSTOMER ENGAGEMENT
5. Question 1 What % of global users access the Internet via a mobile device? 20% PC only 31% mobile device only 49% both mobile & PC Tomai Ahonen Almanac 2011 80% }
12. Three reasons why the future of engagement is social Here be your customers… Social activates mobile… Who do they trust and who do they share with…?
17. Three reasons why the future of engagement is mobile First comes love… Mobile Persuasion: 20 perspectives on the future of behavior change – BJ Fogg & D Eckles edit. My magic wand… Always by my side… … my concierge … my coach … my court jester
18. Question 3 How much revenue is generated globally through social networking? £8.6 billion 1.5x more than porn Tomai Ahonen Almanac 2011
WILFing – Moneysupermarket.com 2.7m av. Focus time without interuption – Berkley study Today people are under attack from an unlikely source: news and information they can't adequately process. According to an international study people aged 18 to 34 are bombarded by news, facts and updates to the point where they now suffer from "newstritional disorder," according to anthropologist Robbie Blinkoff. 1 Common symptoms can include a diminished attention span, news fatigue, distraction, and even agitation, which can affect how people communicate in their personal and organizational relationships. 1 A study in the UK found that 51 percent of suffers admitted they are suffering from three or more symptoms, and a further 63 percent admitted to believing they may miss out on an opportunity if they log off, while 42 percent claimed they would feel unwanted if they didn't receive regular text messages or emails. 4 With respect to insurance, there is an increasing preference for buying all savings and investment products from the same provider, particularly amongst Anglophone consumers. 2 May 2008, Intel announced they believe that Moore’s Law would continue to hold until 2029, meaning that the price of new technologies will continue to fall, facilitating their swift adoption into mainstream applications ABI research estimates netbooks could reach 35m sales in 2009 (139m by 2013 – canibalising sales of laptops “ The potential to develop a converged mobile product, which would sell between US$100.00 to US$200.00 is less than 12 months away. … Marvell Technology, Dec 2008 Tagging makes us less likely to remember
The science of persuasion
The science of persuasion
The science of persuasion
First comes love… Always by my side… My concierge My coach My court jester My magic wand…