WELCOME

Today’s Agenda

›Welcome

› Bluewolf: Customer Experience and the Emergence of Social as a Service Channel

› IPC Media: Consumer Obsession at Woman's Weekly

› Q&A

Nanik Mirpuri Managing Director,

Bluewolf

Your Presenters

Simon Denny Affiliate Director,

IPC Media

Customer Experience

THE BUYERIS CHANGING

INNOVATIONIS CHANGING

LEADERSHIPIS CHANGING

CUSTOMER ENGAGEMENT WILL OVERTAKE

PRODUCTIVITY AS THE PRIMARY

DRIVER OF PROFITABLE

GROWTH.

Emergence of Social as a

Service Channel

Let me tell you about my iPad…..

60% of the purchasing decision is made before speaking with a human

Source: Corporate Executive Board

Poor Service Affects Your Larger Brand

Contact Centers Drive Bottom Line Impact

Leading organisations are not only measuring the time and cost it takes to service a customer, but their customer's overall engagement with their brand.

Social as a Service Channel

79% use or plan to use social media for business initiatives

Source: Harvard Business Review

Source: Harvard Business Review

60% of companies still don’t respond to social posts!

Source: Live Ops Research

A Real Example: Vodafone Australia

Email Volume Socia

l Dire

cts

It is not too late, but soon it will be…

Source: Saleforce – “ROI of Social Media”

Thank You

Consumer Obsession for Woman's WeeklyFrom Zero to Advocacy – a Consumer Journey

Simon Denny Affiliate Director, IPC Media

Content on Good to Know - instruction

videos & 1000+ recipes

Facebook – 6.5k Friends

WW Shop delivers the highest sales volumes in IPC

Twitter – 1.2k followers

Pinterest – NEW for Summer 2013

WW Fiction on Kindle – over 3k downloads YTD

All WW issues available on iPad, Kindle Fire, Nook & Zinio

– over 5k downloads YTD

CAMPAIGNS

SHOP

ONLINE PRINT

SOCIAL MEDIA

Woman’s Weekly Live – 10k visitors in launch year

Fiction Workshops – 6 dates sold out in 2013

EVENTS & COURSES

Specials Series selling over 100k copies per month

The UK’s best selling magazine for mature women – 638k readers every week

NEW Book Series launching Autumn 2013

Charity Events & World Record attempts have seen tens of thousands of WW followers interact with the brand

Highly engaged website audience - 68k UU and

1.7m PI per monthKnitting, Craft & Cookery workshops

planned for 2014

DIGITAL EDITIONS

Communication & Contact Strategy› Contact strategy:

› Who, where, when & how often

› Communication strategy:› What do we say & why are we saying it

› Communications triggered by events & behaviors:› Welcome program

› Refer a friend

› Cross & up sell

› Pending lapsed

› Lapsed & win back

› Customer service & satisfaction

› Delivered via relevant channels:

The Aim: From Zero to Advocate

Browser Intender Purchaser Subscriber Advocate

• Subscribe to our magazines

• Subscribe to our clubs:− Knitting− Craft− Gardening

• Support & access to expert help

• Cookie profiling

• Increment data capture

• Targeted comms

• On-going data enrichment (browsing behaviour, survey questions & feedback)

• Tailored content & promotional messages

• Rewards for loyalty

• Encourage subscription behaviour

• Engaged ‘experts’ as super users & contributors

• Experts provide community support & advice

• Advocacy tracked & rewarded

How: Social Consumer Service

Salesforce Service Cloud

Browser Intender Purchaser Subscriber Advocate

Frequently Asked Questions

Self Service Query Submission & Resolution

Live Chat Support

CommunitiesVIP

Communities

Contributing Support

Contributing Support

Contributing Support

How: Listening & Engagement

Browser Intender Purchaser Subscriber Advocate

Salesforce Marketing Cloud

Listening for…..

Rant

Rave

Advocacy

Competitors

Trends

Influence

Engagement

Campaigns (Blogger outreach / Facebook advertising)

Showcase ‘Your Makes’

Voting, Polls, Surveys

Rewards

Blogger Outreach

Competitions & Freebies

Quizzes

Progressive profiling

Success Measures

Better Serve our Customers

Increase # active customers

Increase customer satisfaction

Increase average revenue per customer

Thank You: Q&A