digital & social media loyalty mark angus innoviate one2one

Digital & Social Media Loyalty

Mark AngusInnoviate One2One

Agenda

Trends in Digital Media & Consumer Marketing

Digital Trends

DEGREE OF VARIABLE CONTENT

CO

MPL

EXIT

Y O

F W

OR

KFL

OW

Simple addressing

LEVEL 1

PersonalSalutation

LEVEL 2

PersonalSalutationCustomised

Versioning

Customised Web fulfillment

LEVEL 3

High-Volume TransactionChangin

g messaging and images based on customer data for each job

LEVEL 4

Fully Personalised CustomisedWeb-driven direct marketing

Rich VI content

Digital media enables greater levels of richer, personalised, intelligent marketing.

Consumer Trends

Consumer Trends

Move to: Customer Experience & Relationship Marketing

Consumer Trends

CERM = It’s about ME!

The Customer Lifecycle

Digital & Social Media Platforms, Services, Channels

Implementing Social CRM

What is Social CRM?

Social CRM

Social CRM

Social CRM

Social Media

Social CRM

How to apply Social CRM

How to apply Social CRM

How to apply Social CRM

How to apply Social CRM

The Social CRM Eco-system

Social CRM Examples

DucatiDesigns and develops motorcycles in collaboration with its customers via

forums, communities, contests and polls.

South AfricaVodacom is implementing an integrated customer experience strategy which includes linking Social Media Channels & Social CRM directly into the contact

centre environment.

The Future: Loyalty & CRM

Future of Loyalty

Future of Loyalty

Future of CRM

Future of CRM

Are you ready?

Thank Youmark@innoviate.net