Redefining the Moments of Engagement by Andrew Thomas
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SDL Proprietary and Confidential Redefining the Moments of Engagement Andrew Thomas, Director of Marketing, SDL Oct. 23 rd , 2014
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In the age of the customer, consistently delivering great customer experiences is directly correlated to business success. Objectives like brand value and revenue growth are significantly impacted by the experience we deliver to our customers. Today’s customer expects to be engaged through a relevant array of content, visuals and rich media across a multitude of touch points that excite, inform and emotionally connect. They are on a journey, and each experience matters. As a result, we marketers need to shift our thinking to more of an outside-in approach. Increasingly, we will need to deliver contextually relevant experiences all the time, everywhere, across all devices, in any language. Join this session to explore the relationship between business success, key customer experience drivers and a new context centric marketing approach.
Transcript of Redefining the Moments of Engagement by Andrew Thomas
SDL Proprietary and Confidential
Redefining the Moments of Engagement
Andrew Thomas, Director of Marketing, SDL
Oct. 23rd, 2014
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For you, it’s all about the business
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For a business, it’s all about the customer
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For the customer, it’s all about the experience
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are more likely to purchase something following a good customer experience86%
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Do you know what experience will win your customer?
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of companies believe they deliver a superior experience80%of consumers agree8%
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Who’s your competition?
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8 secaverage attention span of a goldfish
9 sec<average attention span of a person
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You don’t knowhow to market to your customer
Most marketing is focused on the wrong things…
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of companies do not maintain an effective customer feedback loop70%of companies are structured internally to deliver superior customer experiences30%
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The Entire Journey Matters
PRE-PURCHASE
Consider
Research
Evaluate
PURCHASE
POST-PURCHASE
Engage
Advocate
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Language is key …
20 languages are required to reach
80% of online population
70% of internet traffic comes from non-English native countries
72% spend all or most of their time on websites in own language
@
Pope makes Twitter debut in 8 languages
Coca-Cola Super Bowl advert sungin 9 languages
Only 27% of internet users speak English
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Know your customer
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Know Your Customer
Shared Profiles
Customer Analytics
360° Views
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Reach your customer
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Reach Your Customer
Easy to Find & Use
Structured Content
Omni-Channel
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Convert your customer
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Convert Your Customer
Contextual Offerings
Real Time Delivery
Localized Content
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Engage your customer
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Engage Your Customer
Social Listening
Direct Feedback
Sharing Platform
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Know, Reach, Convert & Engagecustomers across the entire journey
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DeliverEngaging
Experiences
ConvertCustomers to
Advocates
DriveBusinessSuccess
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twitter.com/sdl
youtube.com/sdl
blogs.sdl.com/digital-experience
linkedin.com/company/sdl-plc
slideshare.net/sdlonline
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This presentation and its content are SDL confidential unless otherwise specified, and may not be copied, used or
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Global Customer Experience Management
