eDay2011 - Jeroen Bouwmeester - GX Software

44
June 23th, 2011 Progressive profiling across online channels Gruadually build relationships with your visitors Jeroen Bouwmeester Business Consultant
  • date post

    19-Oct-2014
  • Category

    Technology

  • view

    564
  • download

    2

description

 

Transcript of eDay2011 - Jeroen Bouwmeester - GX Software

Page 1: eDay2011 - Jeroen Bouwmeester - GX Software

June 23th, 2011

Progressive profiling across online channelsGruadually build relationships with your visitors

Jeroen Bouwmeester

Business Consultant

Page 2: eDay2011 - Jeroen Bouwmeester - GX Software

Progressive profiling across online channels

Introducing GX Software

Internet marketing software vendor

15 years in business, privately owned

Offices in Nijmegen (NL), Redwood City (USA) and New York

(USA), Brussels (BLG)

150+ enterprise clients in Europe and USA

Page 3: eDay2011 - Jeroen Bouwmeester - GX Software

Progressive profiling across online channels

Agenda

Challenges getting to know your customerProgressive Profiling Capabilities• How it works• Insight in profiles• What your visitor seesBusiness benefitsQ&A

Page 4: eDay2011 - Jeroen Bouwmeester - GX Software

Progressive profiling across online channels

First meeting….

Hi, what is your name, age, email address,

profession and telephone number?

…..Shall we marry?

Page 5: eDay2011 - Jeroen Bouwmeester - GX Software

Progressive profiling across online channels

Second meeting…. Hi, what is your name, age, email address,

profession and telephone number?

…..Shall we marry?

Page 6: eDay2011 - Jeroen Bouwmeester - GX Software

Progressive Profiling across channels

“…as long as you both shall live”

Page 7: eDay2011 - Jeroen Bouwmeester - GX Software

Conversation cycle

Page 8: eDay2011 - Jeroen Bouwmeester - GX Software

Progressive profiling across online channels

“in your face profiling”

Customers get frustrated

Page 9: eDay2011 - Jeroen Bouwmeester - GX Software

Voorbeeld presentatie

Best practice show:

Ask only 2 questions at a time

Page 10: eDay2011 - Jeroen Bouwmeester - GX Software

Progressive profiling across online channels

Listen to your customer

Progressive Profiling

Process of collecting customer intelligence over time, gradually

Continously listening to behavior, intensions and

needs Profile gets enriched with

every touchpoint

Ask less, gain more!

Page 11: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

Meet Susan [email protected]

Page 12: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

Susan visits one of your websites for the first time.

BlueConic creates an anonymous profile

Page 13: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

At each next touch point Susan’s profile is progressively filled with all kinds of behavioural data

Susan visits one of your websites for the first time.

BlueConic creates an anonymous profile

Page 14: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

Susan responds to a poll on the website.

The submitted data are stored in her anonymous profile.

Page 15: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

Susan decides to subscribe to an e-mail newsletter

Page 16: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

Susan decides to subscribe to an e-mail newsletter

Gradually she reveils more and more of her identity

Page 17: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

On her iPhone Susan is a regular user of an App published by one of your Brands.

Page 18: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

On her iPhone Susan is a regular user of an App published by one of your Brands.

The use of the App triggers the creation and nurture of a new BlueConic profile for Susan

Page 19: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

Susan receives her first issue of the newsletter on her iPhone app.

She clicks on a link in the e-mail.

Page 20: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

Her e-mail adress was encoded in the link.

The e-mail adress matches the stored e-mail adress on the other

channel.

Page 21: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

Her e-mail adress was encoded in the link.

The e-mail adress matches the stored e-mail adress on the other

channel.

Page 22: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

Her e-mail adress was encoded in the link.

The e-mail adress matches the stored e-mail adress on the other

channel.

The two profilesmerge in Real Time…

Page 23: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

The next week Susan returns to the first website.

Page 24: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

In the next weeks Susan returns to the first website.

Reveiling pieces of her identity with every click

Page 25: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

At home Susan uses a different PC and browser.

Page 26: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

At home Susan uses a different PC and browser.

Your marketing team set up a facebook campaign on one of your accounts announcing a promotion in your online shop.

Page 27: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

Susan is triggered by the promotional message published on your Wall and she clicks the corresponding short URL

Page 28: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

Susan is triggered by the promotional message published on your Wall and she clicks the corresponding short URL

A new Profile is created on the fly.

Page 29: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

In the shop Susan, browes and searches for related products.

Page 30: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

In the shop Susan, browes and searches for related products.

The preferences she reveals are stored in her profile immediately.

Page 31: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

Finally Susan decides to buy one of the promoted products.

Susans conversion is attributed

directly to the Facebook campaign

Susan has submitted her e-mailadress

on checkout.

Page 32: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

Susans profile is updated in real time with all relevant checkout data.

Page 33: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

Susans profile is updated in real time with all relevant checkout data.

The submitted e-mail adress matches the one stored in the unified profile.

Page 34: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

Susans profile is updated in real time with all relevant checkout data.

The submitted e-mail adress matches the one stored in the unified profile.

The two profiles merge in Real Time.

Page 35: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

Susan keeps growing engagement as she reconnects on a regular basis

to your different channels …

Page 36: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

… Sharing Motivations, Perceptions, Needs and Behavior…

Susan keeps growing engagement as she reconnects on a regular basis

to your different channels …

Page 37: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

…with each and every click, submit or view...

… Sharing Motivations, Perceptions, Needs and Behavior…

Susan keeps growing engagement as she reconnects on a regular basis

to your different channels …

Page 38: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

… on any of your channels or brands.

…with each and every click, submit or view...

… Sharing Motivations, Perceptions, Needs and Behavior…

Susan keeps growing engagement as she reconnects on a regular basis

to your different channels …

Page 39: eDay2011 - Jeroen Bouwmeester - GX Software

Listen with Progressive Profiling

… on any of your channels or brands.

…with each and every click, submit or view...

… Sharing Motivations, Perceptions, Needs and Behavior…

Susan keeps growing engagement as she reconnects on a regular basis

to your different channels …

Page 40: eDay2011 - Jeroen Bouwmeester - GX Software

Progressive profiling across online channels

Jeep – They’ll know who you are!

Page 41: eDay2011 - Jeroen Bouwmeester - GX Software

Loyal customers increase revenue

} 23% premium

Page 42: eDay2011 - Jeroen Bouwmeester - GX Software

Customer Profiles strengthen the core functions

Sales

+ Qualification of prospects + Connecting to the customers conversation

Marketing

+ Improved targeting and higher ROI + Customer retention

Product development

+ Identifying innovative trends + Translate customer requirements into product requirements

Management

+ Higher efficiency + Better informed decisions

Page 43: eDay2011 - Jeroen Bouwmeester - GX Software

Customer profiles help the customer

R.E.S.P.E.C.T!

Page 44: eDay2011 - Jeroen Bouwmeester - GX Software

BlueConic: customer-driven online engagement

Thank you!

Jeroen [email protected]+31- 24 3888 261

www.gxsoftware.com