Customer experience with IPC Media & Bluewolf
Download as PPTX, PDF1 like1,247 views
The document discusses the changing landscape of customer experience, emphasizing the importance of social media as a service channel for consumer engagement. It highlights that 60% of purchasing decisions are made before direct interaction with a brand, and many companies still fail to respond to social posts. Additionally, the document outlines strategies for effective customer communication and engagement, aiming to transform consumers from passive readers to brand advocates.
Customer experience with IPC Media & Bluewolf
- 1. WELCOME
- 2. 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
- 3. Nanik Mirpuri Managing Director, Bluewolf Your Presenters Simon Denny Affiliate Director, IPC Media
- 6. THE BUYER IS CHANGING INNOVATION IS CHANGING LEADERSHIP IS CHANGING
- 7. CUSTOMER ENGAGEMENT WILL OVERTAKE PRODUCTIVITY AS THE PRIMARY DRIVER OF PROFITABLE GROWTH.
- 8. Emergence of Social as a Service Channel
- 9. Let me tell you about my iPad…..
- 10. 60% of the purchasing decision is made before speaking with a human Source: Corporate Executive Board
- 11. Poor Service Affects Your Larger Brand
- 12. Contact Centers Drive Bottom Line Impact
- 13. 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
- 14. 79% use or plan to use social media for business initiatives Source: Harvard Business Review
- 15. Source: Harvard Business Review
- 16. 60% of companies still don’t respond to social posts! Source: Live Ops Research
- 17. A Real Example: Vodafone Australia Email Volume
- 18. It is not too late, but soon it will be… Source: Saleforce – “ROI of Social Media”
- 19. Thank You
- 20. Consumer Obsession for Woman's Weekly From Zero to Advocacy – a Consumer Journey Simon Denny Affiliate Director, IPC Media
- 21. 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
- 22. 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:
- 23. 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
- 24. How: Social Consumer Service Salesforce Service Cloud Browser Intender Purchaser Subscriber Advocate Frequently Asked Questions Self Service Query Submission & Resolution Live Chat Support Communities VIP Communities Contributing Support Contributing Support Contributing Support
- 25. 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
- 26. Success Measures Better Serve our Customers Increase # active customers Increase customer satisfaction Increase average revenue per customer
- 27. Thank You: Q&A