digital & social media loyalty mark angus innoviate one2one
DESCRIPTION
Digital & Social Media Loyalty Mark Angus Innoviate One2One. Agenda. Trends in Digital Media & Consumer Marketing. Digital Trends. Digital media enables greater levels of richer, personalised , intelligent marketing. LEVEL 4 Fully Personalised Customised. LEVEL 3 High-Volume Transaction. - PowerPoint PPT PresentationTRANSCRIPT
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 [email protected]