the art of engaging customers in a multi-channel world by erin everhart

#SMX #23C3 @erinever

The struggle is very real, you guys.

The Art of Engaging

Customers in a Multi-Channel

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Example Title Slide:

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TITLE OPTION #2 – IMAGE Slide with SMX FOOTER:

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We have a serious attention-span problem

Can we get a little more credit,

please?

By Brand By Discount By Retailer

Social Media

TV/Radio

Display

Intent is more important than demographics

People tell you who they are, but we ignore it because we want them to be who we want them to be

People feel first and think second.

“The people already want to watch the show.” “That isn’t good enough! They have to be so scared to miss it!”

Trust us. We’re doctors.

People listen to their friends

• 79% of consumers trust online as much as personal recommendations

• 90% of customers say online reviews influence their buying decisions

• Reviews can produce, on average, an 18% increase in sales

And people they don’t even know

Show reviews through the entire journey

“Your neighbors are doing better than you.”

“You can make more friends in two

months by becoming

interested in other people than you can in two years by trying to get other people

interested in you.” -Dale Carnegie

Surprise them with the unexpected

We tend to get a little obsessed over new technologies

Remarket them on social media

“Not my job”

Show impact on overall business

I was driving a Lincoln since long before anyone paid me to do it.

Where are you? You’re on a boat. With the man your man could smell like.

65M views | +125% sales | +800% FB fans

Stop drowning them in data

LEARN MORE: UPCOMING @SMX EVENTS

THANK YOU! SEE YOU AT THE NEXT #SMX

the art of engaging customers in a multi-channel world by erin everhart

Marketing