EMERGING TRENDS IN CONSUMER BEHAVIOUR

KEVIN WOOD

AUTUMN REID

WEB 2.0

• Second generation of web-based communities

• Collaboration and sharing between users

• Changes in the ways software developers and end-users use the web as a platform

NOT JUST GEEKS

EXAMPLES

• Ebay• Craigslist• Wikipedia • MySpace• Google • iTunes • Blogs• YouTube

Customer Engagement

• The engagement of customers with one another, with a company or a brand

• Engagement can be either consumer- or company-led and the medium of engagement can be online

Customer Engagement

• Customer Engagement aims at long-term engagement, encouraging customer loyalty and advocacy through word- of-mouth

• Customer Engagement is the best measure of current and future performance

Customer Engagement

• Customer Engagement enables organizations to respond to the fundamental changes in customer behaviour that the internet has brought about

BLOG USERS

Customer Engagement

• The behaviour of customers that engage in online communities revolving, directly around product categories (cars, beer) and other consumption topics.

• It details the process that leads to a customer’s positive engagement with the company or offering, as well as the behaviours associated with different degrees of customer engagement.

WEB 2.0

Short Message Service (SMS)

• Often called text messaging, is a means of sending short messages to and from mobile phones.

CRACKBERRY

SMS Usage

SMS• Over 90% of text messages are read by recipient • Personal, instant link between you and the consumer • Connect with consumer at the right place, at the right time • 18-29 year old consumers use text messaging more often

than voice to communicate. • When given a choice 39% of US consumers — 76 million

people — prefer text messages to radio or TV advertising; however, only 3% of most marketing campaigns currently have a text component.

How Can We Use SMS• Holding an event on the weekend - you could send a

reminder, while many of your guests are away from their computer, to their mobiles - it might say "pick up your tickets from..."

• A real estate agent, you can sms that there is an open day at Smith Street in 2 hours

• A life coach - your client may like some positive reminders to keep them on track

• Wanting to remind clients of their appointments. • A stockbroker, to let some clients know when a particular

stock reaches a certain price. • Wanting to let clients know their goods, order, car, etc are

ready to be picked up

How Can They Use SMS

• Consumers can text for more information on products

• Customers can text to book appointments or reservations

• Customers can text to win in contests

SMS Marketer

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