personalizing consumer online experience

Personalizing Your Consumer’s

Online Experience:

Personalizing Your Consumer’s

Online Experience:

By Nicole CaseBy Nicole Case Director of Product Planning for Reynolds Web Solutions Director of Product Planning for Reynolds Web Solutions

Differentiating yourself from the competition

Differentiating yourself from the competition

AgendaAgenda

Who am I?What is Personalization?Why should you care?How do you make it happen today?Questions

What It IsWhat It Is

On an intranet or B2E Enterprise Web portals, personalization is often based on user attributes such as department, functional area, or role. The term customization in this context refers to the ability of users to modify the page layout or specify what content should be displayed. -Wikipedia

Why Personalize Online?Why Personalize Online?

Conducted some research before walking into a dealership

Used the Internet to conduct this research

Used Search Engines to research auto dealerships

88%

83%

79%According to the Polk 2007 Dealer eBusiness Performance Study of New Car Shoppers

Why Personalize?Why Personalize?

Consumers today both want and expect a personalized online experience

3 out of 4 consumers are willing to provide some personal information in exchange for a more personalized, relevant shopping experience

77% state they have made additional purchases when they have encountered personalized product recommendations

MyBuys/etailing group survey

Why Personalize Online?Why Personalize Online?

YESNO

Avenue A | RazorfishDigital Consumer Behavior Study

40%

60%

Have you customized your homepage with specific content feeds, scheduled updates or other features? (475 U.S. Consumers)

Why Personalize Online?Why Personalize Online?

Behavioral targeting – Nirvana

Case Study – Continental Warranty42% increase in lead volume after 10

days90% increase in lead volume by four

months23% increase in sales

Why Personalize Online?Why Personalize Online?

Few companies have access to enough data – Google does

Through Gmail, search, Froogle, etc.Purchase of DoubleClickAccess to 85-90% of web users

information

You don’t – so what is the next best thing?PersonalizeCustomize

How to PersonalizeHow to Personalize

Customer Portals Log-in/PasswordMy Garage

Customer ControlsChange the look and feelChange the layout

Customer PortalCustomer Portal

PersonalizeA user name, log-in portion of your website that contains:

Personal information for that specific customer Information about their vehiclesA place for them to provide information to you

Customer PortalCustomer Portal

Schedule Service Lead Forms are the 3rd highest form

submitted by consumers on dealer web sites in 2008

Customer PortalCustomer Portal

Servinginformationspecificto me

Customer PortalCustomer Portal

PasswordPasswordAnd LogAnd Log--inin

Customer PortalCustomer Portal

My My GarageGarage

Customer PortalCustomer Portal

Customersupdatetheir owninformation

Customer PortalCustomer Portal

View service history

Customer PortalCustomer Portal

Total view

Customer PortalCustomer Portal

Display more options

Customer PortalCustomer Portal

Convenient selection

Customer PortalCustomer Portal

Check repair status

Customer PortalCustomer Portal

Provide you customer Provide you customer The ability to provide The ability to provide

Valuable feedbackValuable feedback

Customer ControlCustomer Control

CustomizeChange the look and feelChange the layoutLet them make it their own

Customer ControlCustomer Control

Customer ControlCustomer Control

Customers choosethe vehicle

Customer ControlCustomer Control

Zoom

Customer ControlCustomer Control

Rotate

Customer ControlCustomer Control

Choosethe color

Customer ControlCustomer Control

Choose the background

Customer ControlCustomer Control

Changethe layoutview

In SummaryIn Summary

83% used the Internet to conduct this research

77% state they have made additional purchases when they have encountered personalized product recommendations

60% of consumers customize their home pages

Thanks for Your Time and Attention

Thanks for Your Time and Attention

Nicole CaseNicole Case Director of Product Planning for Reynolds Web Solutions Director of Product Planning for Reynolds Web Solutions

nicole_case@reyrey.com937-485-1999

nicole_case@reyrey.com937-485-1999