email measurement is evolving...are you?
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TRANSCRIPT
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Data protection 2013
Friday 8 February
#dmadata
Supported by
Email measurement is evolving…are you?
Thursday 27 February 2014, TMW#dmaiab
Sponsored by
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9.00am Registration and breakfast
9.30am Welcome from the ChairGuy Hanson, Director of Consulting, Return Path
9.40am Marketing – Bringing out your inner geekMatt Crole-Rees, Head of ECRM, Confused.com
10.10am Interactive session
10.25am What do I do with all of this data: beyond the noise of clicks and opensSkip Fidura, Client Services Director, dotMailer
10.55am Interactive session
11.10am SummaryGuy Hanson, Director of Consulting, Return Path
11.25am Close
Agenda
Sponsored by
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Welcome from chair
Guy Hanson, Director of Consulting, Return Path
#dmaiab
Sponsored by
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Email Has Always Been Measurable . . .
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. . . But Now There’s a Lot More to Measure!
“If you can’t
measure it,
you can’t
manage it”
Peter Drucker
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. . . But Now There’s a Lot More to Measure!
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. . . But Now There’s a Lot More to Measure!
“Not everything
that can be
counted counts,
and not everything
that counts can be
counted”
Albert Einstein
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Campaign Metrics
DMA National Email Benchmarking Report: October 2013 Edition
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Campaign Metrics
DMA National Email Benchmarking Report: October 2013 Edition
• Total:Unique ratio
• Unsubscribe:Complaint ratio
• Sign-up:Churn ratio
• Positive vs Negative clicks
• View web version
• Disaffection index
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Reputation Metrics
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Engagement Metrics
?
??
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Mobile Metrics
Experian Marketing Services
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Competitor Metrics
Competitor 1 Competitor 2
Competitor 1 Competitor 2
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Fraud Metrics
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Behavioural Metrics
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ROI Metrics
• Attributable transactions
• Responsiveness generated online
• Value per individual email address
• Value of email program
• Customer acquisition cost
• Marketing spend as % of CAC
• Customer LTV as % of CAC
• Payback on CAC
• % customers who are marketing attributable
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Sender
Reputation
Inbox
Placement
Brand
Awareness
Competitive
Intelligence
Insight
Clicks &
Opens
Scaling the Email Measurement Summit
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So – Where Do You Start?
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Email measurement is evolving
...are you?
Chairman’s Introduction
Guy Hanson
www.returnpath.com
uk.linkedin.com/in/guyhanson
@GuyHanson, @ReturnPath
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Marketing – Bringing out your inner geek
Matt Crole-Rees, Head of eCRM, Confused.com
#dmaiab
Sponsored by
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Marketing – Bring out
your inner geek
Matt Crole-Rees,
Head of ECRM,Confused.com
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In case over £200m of
advertising hasn’t worked
We compare car insurance
And over 50 other products
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Competitive Market
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We face some big challenges
Low engagement sector
Insurance is a once a year purchase
PPC is getting more expensive and Google
dominates
TV, radio and other ATL media don’t come cheap!
Mobile is growing
People are lazy!
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Measurement - The Holy Grail
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Measurement - The Holy Grail
All your channel tags in one area
All campaigns run through one platform
Track your customers everywhere they go
Know every action they take
Real time data and reporting across all products
Attribution model in place
MI in one place
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Measurement - The Holy Grail
All your channel tags in one area
All campaigns run through one platform
Track your customers everywhere they go
Know every action they take
Real time data and reporting across all products
Attribution model in place
MI in one place
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Where we’re at
Email marketing experts to run campaigns in house
Insight/BI function
Content/editorial team
Integration with customer support
A good ESP – Ebay Enterprise Solutions
Design resource
IT resource
Endless differing ways at measuring performance
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What does it mean for us
Welcome new customers
Transactional emails
Renewal emails
Solus email campaigns
Fortnightly newsletters
Get the customer engaged in conversations
Reinforce our brand
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Newsletter!
One size does not fit all!
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The Mega Newsletter Does!Content, insight, design and email working together
Each segment receives a different version
Mobile optimised
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Attribution – The HALO Effect
Direct ROI v Halo ROI
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Attribution – The HALO Effect
Direct ROI
Halo ROI 26
1
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How Reactive Are You?
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How Reactive Are You?
Being first to market with new news is
key
ROI can more than DOUBLE
1. How quickly can you get a new
campaign out?
2. Is your ESP full service – chances are
you aren’t reactive enough
3. Do you have the right expertise
internally?
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Subject lines are your shop window
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Subject lines – Your shop window
How long do you spend designing and building an
email?
How long do you spend on subject lines?
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Lessons to live by
Geeks are cool
Content is king
Personalise what you can
Mobile has arrived and evolving
Make time for subject lines
Track what you can – you may learn more than you
think
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Any questions
THANK YOU FELLOW GEEKS
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Interactive Session
#dmaiab
Sponsored by
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What do I do with all of this data: beyond the noise of clicks and opens
Skip Fidura, Client Services Director, dotMailer
#dmaiab
Sponsored by
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Skip FiduradotMailer, Client Services Director
What do I do with all this data ?
It’s NOT “Big Data” – it’s Smart Data
What do I do with all this data?
It’s NOT “Big Data” – it’s Smart Data
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It’s Retail But Not As You Know It
• Stock and product mix changes weekly
• Cost of stock changes after it is “on the shelves” and can even change after the product has been sold
• Products cross traditional demographic buckets adding to selection and segmentation complexity
… but like retail ODEON generates literally tons of data.
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Leveraging Customer Behaviour
• >2 Million members of the loyalty program – Odeon Premiere Club
– Launched 5 years ago
– Booking data – Online and box office
– Retail Data
• >2M CRM customers – Online booking data only
• Other Customer Data
– 14 Million ‘unique’ ticket buyers with booking data
– Social media interactions
– Guest Service contacts
– Web browsing activity
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Big Data
• Not new – companies have always had loads
• Technology now makes it seem feasible but companies face two big risks:
– Organising the data into something usable
– Reluctance to act before finding the perfect solution
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Big Data – Two Approaches
1. Take a lot of data and do loads of analysis on it
• Really big job which can stall because of risks above
• Long delay between investment and payback
2. Define what you want to achieve
• Breaks the task down into bite size chunks
• A series of quick iterative wins
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Find The Audience For The Film
Customer Preferences
Purchase and Click
Behaviour
Information about the
Films
GenreCinemaActors
DirectorWriter
ProducerCrew
FormatCertificate
Ticket typeSeating
QuantityDateTime
ScreenPerformance
ChannelPromotions
Member typeEngagement
FoodDrink
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The Business Case of Segmentation
Cost of Segmentation
Incr
eme
nta
l Rev
enu
e
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Cost of Segmentation
Incr
eme
nta
l Rev
enu
eThe Business Case of Segmentation
STOP!
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Cost of Segmentation
Incr
eme
nta
l Rev
enu
eThe Business Case of Segmentation
Fill Your Boots
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How ODEON Are Working
• What are the goals for the business
– Get more visitors more often
– Sell more retail
• Work backwards to determine what the email has to deliver
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The ODEON Approach
• RFV flags for each record
• Segmentation based around high level behaviour
– New
– Inactive
– Unusable
– Active
• Models to help improve targeting based on film
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The ODEON Approach
Emails Sent
Opened
Clicked
Delivered
Purchased
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Exploring Relevance
• Blockbuster film, but not a traditional ‘ODEON film’
• ‘Set reminder’ campaign 3 months from opening
• Father’s Day campaign– Segmented base by cinema preference and
bookings
– Drive advance book
– Segmented into IMAX, ISENSE, Gallery, The Lounge, Croma and default 3D content
• Over 20K incremental bookings
• Market leader for the film
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Growing The Audience
• Good film performance on opening but wanted to improve
• Targeted genre specific IMAX audience– Targeted BFI audience, and London
and home counties with BFI message
– Used first weekend booking data in correlation model to target new members
– Overlay with IMAX up sell message for members who had never seen the format before
• ODEON jumped to no1 in second week
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We Do More Than Films
• Live screenings of London theatre and other cultural events
• 2013 Stephen Fry played Malvolioin The Globe’s Twelfth Night
• Email sent to OPC members to drive advance book:– an interest in cultural events
– previously attended a cultural event
– film correlations
• High response led to 18 new cinemas being added
• Further email push drove bookings and share
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Why dotMailer?
• Consolidated Data Base– Email and purchase data merged into a single platform
– Dramatically reduced campaign set-up and data selection turn around times – Data selections that used to take four days can be completed in 6 minutes
– Opportunity to focus on using their data productively
• Automation functionality around segmentation, content tailoring and campaign sending
• Usability – The team that found it complicated to brief are now able to do it themselves – Test, Trial and Think About It
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What’s Next?
• Overcoming reliance on blockbuster films
– Build entire programs around the release calendar
– Group releases together into a slate of films and promote the whole slate throughout the year
• Looking at the people that are falling outside of the segments – email is all inclusive
– Who are they
– Why are they not receiving email
– What should we say to them
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What’s Next?
• Marketing Automation
– A lot of what we want to say does not change from campaign to campaign
– The more we can automate the more we can focus on strategy rather than execution
– Customers’ “pulling” content based on their behaviour on web, social, purchases, etc. supplemented by push content
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What’s Next?
• Using the “Big Data” to drive the business not just marketing campaigns
– Traditionally marketing or sales come up with propositions
– This gut instinct is still important but should be combined with data• More offering around occasions like date night
• Deciding which films to program and use the data as leverage over the distributors
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Interactive Session
#dmaiab
Sponsored by
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Summary
Guy Hanson, Director of Consulting, Return Path
#dmaiab
Sponsored by
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