improving the customer experience by capturing and using the right data - by silverpop
DESCRIPTION
Marketing Automation Webinar Series: Your customers and prospects tell you a lot about their interests, habits and readiness to buy -resulting in a tremendous amount of demographic, psychographic and behavioral data. Are you listening? If not, not only could you be missing out on additional revenue opportunities, but you might also be delivering a less-than-ideal customer experience. Watch this video and learn how to automatically deliver thousands and even hundreds of thousands of individualized messages by capturing and integrating valuable buyer behavior into your marketing programs. Specific areas covered include: * The benefits of a centralized marketing database * Delivering a consistent digital experience * The importance of a scoring model * Getting personal via automation http://www.scribesoft.com/silverpop Recorded: 09-23-13TRANSCRIPT
CONFIDENTIAL | © 2012-2013 Scribe Software Corporation. All rights reserved.
Marketing Automation Series:
Improving the Customer Experience by Capturing and
Using the Right Data
Ellen Valentine – Product Evangelist, Silverpop
Peter Chase – Executive Vice President, Scribe
1
CONFIDENTIAL | © 2012-2013 Scribe Software Corporation. All rights reserved.
Housekeeping
• VOIP is enabled, however if you cannot hear please use web meeting dial in details
• phone lines are muted
• presentation is approximately 50 Minutes
• use the questions feature to submit questions
• all questions will be addressed at the end of presentation
2
CONFIDENTIAL | © 2012-2013 Scribe Software Corporation. All rights reserved.3
Ellen Valentine
Product Evangelist
Silverpop
@EllenValentine
Improving the Customer Experience by Capturing and Using the Right Data
Peter Chase
Executive Vice President and Founder
Scribe Software
@PeterRChase
CONFIDENTIAL | © 2012-2013 Scribe Software Corporation. All rights reserved.
Agenda
• Introductions
• The benefits of a centralized marketing database
• Delivering a consistent digital experience
• The importance of a scoring model
• Getting personal via automation
• Next steps
CONFIDENTIAL | © 2012-2013 Scribe Software Corporation. All rights reserved.
• Scribe helps you get more value from your customer data
- Data integration
- Data migration
- Connect to all your customer data applications
Improving the Customer Experience by Capturing and Using the Right Data
Ellen Valentine@EllenValentine
Data Is a Primary Challenge for Marketers
• 71% of CMOs unprepared for Data Explosion
• Data explosion is the top pain point for marketers
• 65% of companies with advanced marketing programs are struggling with the data explosion
• Most companies have a lot of data coming from numerous sources. Marketers want to be able to use their data to the maximum effect.
8
Where’s the Action?
9
10
The Power of Behavioral & Database Marketing
The Common Approach
Batch & Blast
Segmented Send:Tennessee Prospects
Most of us do something like this
Better…but
Segmented SendGeorgia Clients
Let’s build a Master Database
Top Sail40
Sailboat
Slim & Fast 380
BoatOwned
TargetSegment
ShowVisits
Age of Boat
LastMarina
Visit
Hot Dogger
FamilyMemories
Gone Fishin
San Francisco
Lake Michigan
Miami
Hampton
6/1/2005
2 Years
5 Years
6 months
The richer your Master Database the more powerful, relevant and personal you’ll be.
Carey Smith 1000
Gateway Drive San Francisco, CA 93820
Shawn DeWitt 4992
Michigan Ave,
Chicago, IL 09030
Sheila Jones 4022
Peachtree Rd Atlanta, GA 30003
Steve Jones 888 Madison
Ave, New York NY
10022
SunsetRomantic
9/5/2012
6/1/2005
2/1/2013
10 Years
Family Cruiser
34
SmoothStalker
24
Hot Dogger
Next Capture & Append Behaviors
WebsiteEmailFile
Website Visits
Video’s watched
EmailBehavior
Webform/ Landing
Page Visits
Web Page Visits
PDFs Downloaded
Shawn DeWitt 4992
Michigan Ave,
Chicago, IL 09030
RavensSlim &
Fast 380Lake
Michigan 2 Years9/5/2012
Current Inventory
ProductsOwned
Product Catalog
Supplement with Related Data
Other Company DataExternal Data
5 day Weather Forecast
Rep Assigned
Hot Dogger
Shawn DeWitt 4992
Michigan Ave,
Chicago, IL 09030
RavensSlim &
Fast 380Lake
Michigan 2 Years9/5/2012
Website Visits
Video’s watched
EmailBehavior
Webform/ Landing
Page Visits
Web Page Visits
PDFs Downloaded
Rules-Based Communications: Example
Segment = Hot Dogger
Marina Visit in the last year
Owner of Fast Cigarette Boat
Example: Trade In/Upsell Campaign Rules:
Downloaded the PDF Spec Sheet of Cigarette Speedy 2014
Anyone that matchesour rule will get this email:
Hi Shawn –
We have May specials & Cigarette Boat Trade Ins
Plus we have just received new 2014 models at the Marina.
Come in to test drive this weekend.
These guys are FAST.
Congrats on the Bronco’s win!
Steve
The Automated Program Waits for Rule Matches
Message Sent
on 9/15/13
Message Sent
on 8/7/13
Message Sent
on 7/23/13
• Program actively ‘listens’ for rule match based on behaviors and data values.
• Only when there is a match is the email sent
Database Size 45,000; number of emails sent in 90 days = 300!
Set it and Forget it! Staff is free to work on other projects!
20
John goes
to your
website
He signs up
for your
mailing list
to see
specials
Behavioral Marketing in Action
21
3 months later, John
watches this video
Behavioral Marketing in Action
22
System would match my
email record
With my behavior (watching
jet ski video)
And Automatically Send out
a customized email!
Hi John –
We have May specials on Jet Skis and we have
just received new 2013 models at the Marina.
Come in to test drive this weekend.
Ralph
Marina Boats
111 Waterway Drive
Anycity, MI 33302
1-866-333-1111
Copyright 2013 Marina Boats Inc.
To Opt out from this and other Marina Boats Communications, click here
Behavioral Marketing in Action
23
If you’re not
Growing and improving
your list,
you’re just treading water
56% hide opt-in at the bottom
Get people to Opt In!
25
New Popup Test: Personal Parenting Plan
Webforms: A great way to gather data
• Don’t ask for too much
• Use Progressive Profiling
• Ask for only what you
• Really need!
Lower the Entry Point with Social Sign-in
Social Sign in Fields passed through to your database!
28
29
Moving to a Persistent Marketing Database
Persistent Master Database
Purchase
History
Product
Catalog
Behavioral
Data
Contact
Lists
Relational
Tables
Maintenance
ContractsSupport
CasesCRM
External
Data
30
Behavioral
DataWatched a Video
Downloaded a File
Opened an Email
Clicked on a Link
Submitted a Webform
Been Sent an Email
Viewed a Website
Viewed a Webpage
The Behavior Database is Built Automatically
When Webtracking is Turned On
Behaviors Captured:
Twitter TweetTwitter ReTweet
Enter Location
Searched SiteAbandoned GoalCompleted Goal
Abandoned CartPurchasedVisited Site
Titter FollowSocial Score
Exit Location
Started VideoWatched Video
Joined ProgramChecked In
Started EventWatched Event
Started EventWatched Event
Mobile AppOpenGoalContent
SMSContestPollSMS Opt InSurvey
The Power of Universal Behaviors
The Netprospex Transformation
Our Story
Our Data
Our Way
Build Our Personas
Demand Gen Operations(Data Management)
Sales Leadership
Tech Non-Tech Tech Non-Tech Tech Non-Tech
Goal 2 – Understand Our Buyers
110 New Pieces of Content!
Offer Library
Goal 3 – Build Up a Content Library
Content Framework
Inventory
Assign
Categorize
DG DM SP10
ActionsB2B DM
GuideSales
Pro SectorPlano-Gram
What Not to Do
Try a Search
5 Strategie
s
4 Reasons
10 Cold Calls
CAN SPAM
Compliance
DQ Video
Try a Search
ConfioCase Study
Why Outsource
AG Salesworks
SD Profile
SD Profile
SP Tool Guide
Engage
Propensity
Decision
Goal 3 – Build Up a Content Library
Content flow
Christina’s profileDG DM SP
Engage Propensity Decision
Profile Data
Christina’s profileDG DM SP
Engage Propensity Decision
Profile Data
DG
Engage
Christina’s profileDG DM SP
Engage Propensity Decision
Profile DataEmail: [email protected] Type: B2BTech Marketer? Yes
DG
Engage
Christina’s profileDM SP
Propensity Decision
Profile DataEmail: [email protected] Type: B2BTech Marketer? Yes
DG
Engage
Christina’s profileDM SP
Propensity Decision
Profile DataEmail: [email protected] Type: B2BTech Marketer? Yes
DG
Engage PropensityEngage
Christina’s profileDM SP
Decision
Profile Data
DG
Engage Propensity Decision
Email: [email protected] Type: B2BTech Marketer? YesName: Christina SmithTitle: Director of Marketing
Propensity
Results to Date:
1. 12.5 x increase in visit duration
2. Doubled # of pages visited
3. 30% reduction in bounce rate
4. 7% increase in conversion rate
44
Email Behaviors
Opens, Clicks, Sent or not
sent, in any given time
window.
1
Web Analytics Integration
WA data feed –
search, shopping cart, page
level
2
Relational Data
Ecommerce, Purchase
Data…
3
Social Feed
Mention, Follow, RT in given
time window
4
Silverpop Native Web
Feed
Site visits, page visits,
Custom web behaviors
5
You can do things like this with a great data strategy
44
1
1
2 6
3
4
5
7
8
Subject Line Personalization
First name personalization
Personalized Content
Name and contact info for each customer’s personal rep
Dynamic Subject LinesThe subject line changes based on the type and duration
of club membership
Individualized Content ListsFor any customer who has purchased two or more items
in the last 90 days, list each purchase
with review links
E-commerce-driven PersonalizationDisplay totals and other engaging content to drive follow-
on purchases.
Website-driven ContentDirectly track each customer’s web activity and prompt
them to visit new areas of the site.
Send Time OptimizationThe message arrives in each individual’s inbox at
precisely the time that individual is most likely to check
email.
Data-driven Dynamic ImageImage is selected based on demographic and profile info
Score-driven Dynamic OfferDiscounts/prices vary by social influence and time since
last purchase
1
2
3
4
5
6
7
8
Data-Driven Email: Making 1-1 Marketing a Reality
45
Is your marketing database in the ‘too hard’ pile?
46
Have you heard the expression?
47
One bite at a time!
48
APIs
CRMBehavior
Data Capture
External Data
Integration
Webform
Data
Collection
Data
Blueprint
Marketing
List to
Database
Conversion
Data Appends
49
Build a Data Blueprint
Build a collection & integration plan: • Integrate corporate data (which,
when, how)• Integrate external data (sources, uses) • Collect behavior data (email, web,
universal)• Collect web visitor data:
• Webforms• Landing Pages/Microsites• Social Sign-in Data
• Consider Data Append Services
50
Build a Data BlueprintDevelop a data usage plan:
• Email Personalization, Dynamic Content,
• Website Personalization• Mobile App Personalization• Reporting• Consistent User Experience
Examples will go a long way towardgetting everyone on board!
Other Recommendations
51
• Add a Marketing Operations staff (or
department) to the team
• IT Priority Alignment
• Create Executive Vision
• Define Data Workplan
• Milestones
• Integrations Dates
• Capabilities Rollout
Don’t Delay: Start today!
52
CONFIDENTIAL | © 2012-2013 Scribe Software Corporation. All rights reserved.54
Thank you
Visit scribesoft.com/silverpopweb
to receive the full report
Improving the Customer Experience by Capturing and Using the Right Data