What Do Customers Want? - Daniel Burstein presentation for Integrated Marketing Virtual Conference
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Transcript of What Do Customers Want? - Daniel Burstein presentation for Integrated Marketing Virtual Conference
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What Do Customers Want, and are Marketers Giving It To Them?Insights from research with 2,021 consumers and 455 marketers
Daniel BursteinDirector of Editorial ContentMarketingSherpa
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We compared the responses of 2,021 U.S. consumers and 455 marketers on preferred
marketing approaches to determine how well marketers are serving consumers.
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Source: http://www.wsj.com/articles/the-marketing-virtues-of-good-ol-snail-mail-1446491452
Source:http://www.adweek.com/news/advertising-branding/infographic-consumers-know-exactly-how-they-want-be-marketed-167840
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IN SOCIAL …
Prominently display social61%Marketers
Consumers
Source: https://www.marketingsherpa.com/article/chart/marketer-survey-attracting-customers-to-use-brands-social-media
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IN SOCIAL …
Prominently display social61%Marketers
16%Consumers
I see their social media icon
Source: https://www.marketingsherpa.com/article/chart/marketer-survey-attracting-customers-to-use-brands-social-mediaSource: https://www.marketingsherpa.com/article/chart/why-customers-follow-brands-social-accounts
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Speakers
Daniel BursteinDirector of Editorial Content, MarketingSherpa @DanielBurstein
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About MarketingSherpa
Based in Jacksonville, Florida, MarketingSherpa — a subsidiary of MECLABS Institute — is a publication specializing in reporting on what works in all aspects of marketing (and what does not). These interviews, case studies and data analyses are published for the entire marketing industry to benefit from. MarketingSherpa, currently in its 17th year, has published more than 7,000 articles on MarketingSherpa.com and hosts MarketingSherpa Summit.
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We’re sharing on Twitter!#IMV16
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IN SHOPPING EXPERIENCE …
Tailor email to buying preferences 25%Marketers
17%Consumers
Source: http://www.marketingsherpa.com/article/chart/tactics-marketers-use-to-improve-customer-experienceSource: https://www.marketingsherpa.com/article/chart/improve-customers-shopping-experiences
Tailor promo emails to my preferences
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Take customer preference data with a
grain of salt
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Original emailFrom This
No headline
Source: http://www.marketingsherpa.com/article/case-study/email-personalization-ctr-ecommerce-site
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Tailored email To This
Headline
Product names based on segmentation
information
Source: http://www.marketingsherpa.com/article/case-study/email-personalization-ctr-ecommerce-site
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Results To This
410%In Click Rate
13%In Daily Total Rev.
Source: http://www.marketingsherpa.com/article/case-study/email-personalization-ctr-ecommerce-site
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IN SHOPPING EXPERIENCE …
Tailor email to buying preferences25%Marketers
17%Consumers
Tailor promo emails to my prefs
Source: http://www.marketingsherpa.com/article/chart/tactics-marketers-use-to-improve-customer-experienceSource: https://www.marketingsherpa.com/article/chart/improve-customers-shopping-experiences
Customers don’t always know what they
want
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IN SHOPPING EXPERIENCE …
Tailor email to buying preferences25%Marketers
17%Consumers
Tailor promo emails to my prefs
Source: http://www.marketingsherpa.com/article/chart/tactics-marketers-use-to-improve-customer-experienceSource: https://www.marketingsherpa.com/article/chart/improve-customers-shopping-experiences
Test to understand how customer preference
affects customer behavior
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Online Split TestingDetermine how customer behavior affects customer preference:
Create customer
hypothesis
Make a treatment(s)
based on that
hypothesis
Randomly send traffic to each to compare
performance
Gain customer wisdom
Improve company,
product and other value messages
1 2 3 4 5
More info about online testing: http://www.meclabs.com/training/online-course/online-testing/overview
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Online Split TestingDetermine how customer behavior affects customer preference:
Create customer
hypothesis
Make a treatment(s)
based on that
hypothesis
Randomly send traffic to each to compare
performance
Gain customer wisdom
Improve company,
product and other value messages
1 2 3 4 5
More info about online testing: http://www.meclabs.com/training/online-course/online-testing/overview
Customer preference
Customer behavior
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Using email click data to
deliver relevant content
Source: http://www.marketingsherpa.com/article/case-study/home-advisor-content-marketing-and-testing
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2 Days
S/L: Bathroom Remodeling Designs: What’s Your Style?
S/L: 3 Simple Projects to Get Your Home Resale Ready
A
B
S/L: How Much Should a Bathroom Remodel Cost?
Source: http://www.marketingsherpa.com/article/case-study/home-advisor-content-marketing-and-testing
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2 Days
S/L: Bathroom Remodeling Designs: What’s Your Style?
S/L: 3 Simple Projects to Get Your Home Resale Ready
A
B
S/L: How Much Should a Bathroom Remodel Cost?
Results: Relevant content won• +15% lift in open rate• +16% lift in clickthrough
rate• +94% lift in conversion
rateSource: http://www.marketingsherpa.com/article/case-study/home-advisor-content-marketing-and-testing
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IN SOCIAL …
Prominently display social61%Marketers
16%Consumers
I see their social media iconSource: https://
www.marketingsherpa.com/article/chart/marketer-survey-attracting-customers-to-use-brands-social-mediaSource: https://www.marketingsherpa.com/article/chart/why-customers-follow-brands-social-accounts
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IN SOCIAL …
Prominently display social61%Marketers
16%Consumers
I see their social media icon
Source: https://www.marketingsherpa.com/article/chart/marketer-survey-attracting-customers-to-use-brands-social-mediaSource: https://www.marketingsherpa.com/article/chart/why-customers-follow-brands-social-accounts
Easy for marketer, but
unclear value for
customers
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Before•Great content-specific CTAs• Link directly to site•No specific Social CTAs
More than 24 million email sends
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Before•Great content-specific CTAs• Link directly to site•No specific Social CTAs
More than 24 million email sends0%
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Before•Great content-specific CTAs• Link directly to site•No specific Social CTAs
More than 24 million email sends
+19 Million +3 Million +.75 Million
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After•Our audience is already using Pinterest for collecting and sharing wedding inspiration and advice• Fuel an organic behavior/reduced friction•Distribute our content beyond our subscriber base
Same CTA concept in top section
Additional CTA to “Pin now, read later” in bottom section
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Newsletter-social integration test results
Understanding User Behavior Is the Key to Social: We chose Pinterest because it natively facilitates the gathering, saving and sharing of wedding inspiration and advice. Our audience is already on Pinterest and this is what they’re using it for.
X Pinterest Follower Growth Re-Pins
Control – Newsletter with Pinterest icon in template 0 0Treatment – Integrated newsletter Pinterest articles +27% +31%
!
31%* Increase in Re-Pins
*Has reached as high as 180%
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IN SHOPPING EXPERIENCE …
Provide free shipping18%Marketers
74%Consumers
Prioritize free shippingSource: http://www.marketingsherpa.com/article/chart/tactics-marketers-use-to-improve-customer-experienceSource: https://www.marketingsherpa.com/article/chart/improve-customers-shopping-experiences
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IN SHOPPING EXPERIENCE …
Provide free shipping18%Marketers
74%Consumers
Prioritize free shippingSource: http://www.marketingsherpa.com/article/chart/tactics-marketers-use-to-improve-customer-experienceSource: https://www.marketingsherpa.com/article/chart/improve-customers-shopping-experiences
Opportunity
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Free Shipping’s appeal shouldn’t be newsFrom the MarketingSherpa library, published in 2005
CONTROL
Source: https://www.marketingsherpa.com/article/case-study/ecommerce-site-tests-how-much
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Free Shipping’s appeal shouldn’t be newsFrom the MarketingSherpa library, published in 2005
Source: https://www.marketingsherpa.com/article/case-study/ecommerce-site-tests-how-much
Free Shipping
messaging
$2MIncreased Revenue
TREATMENT
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IN SOCIAL …
Share regular coupons/promos 19%Marketers
56%Consumers
Get regular coupons/promotions
Source: https://www.marketingsherpa.com/article/chart/marketer-survey-attracting-customers-to-use-brands-social-mediaSource: https://www.marketingsherpa.com/article/chart/why-customers-follow-brands-social-accounts
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IN SOCIAL …
Share regular coupons/promos 19%Marketers
56%Consumers
Get regular coupons/promotions
Source: https://www.marketingsherpa.com/article/chart/marketer-survey-attracting-customers-to-use-brands-social-mediaSource: https://www.marketingsherpa.com/article/chart/why-customers-follow-brands-social-accounts
Marketer misunderstanding of customer
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Social media promotions“All of the [garden center] employees and owners I interviewed said they were very hesitant to talk about sales, prices or direct advertising on their Facebook pages. In fact, they attributed this to ‘consultants’ telling them to never sell on Facebook.” – Scott Stebner, Managing Director, Center for Rural Engagement
“While they [customers] did not want to be inundated with advertisements, they did want to be ‘in the know.’ One of the respondents even mentioned that she had talked to a friend who purchased an item on sale during an event and expressed frustration that the business didn’t advertise that event on Facebook. She missed the event and sale. For her, liking Facebook pages meant that she’d be kept ‘in the know.’” – Scott Stebner
From – Green growth: An exploratory study of metro and non-metro garden centers use of new-media marketing
Source: http://www.marketingexperiments.com/blog/analytics-testing/transparent-marketing-research.html
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IN PRODUCT DISCOVERY …
Use online ads60%Marketers
27%Consumers
Use online adsSource: http://www.marketingsherpa.com/article/chart/marketing-tactics-for-new-productsSource: http://www.marketingsherpa.com/article/chart/the-most-popular-ways-consumers-discover-products
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IN PRODUCT DISCOVERY …
Use online ads60%Marketers
27%Consumers
Use online adsSource: http://www.marketingsherpa.com/article/chart/marketing-tactics-for-new-productsSource: http://www.marketingsherpa.com/article/chart/the-most-popular-ways-consumers-discover-products
Less expensive for marketers
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IN DIRECT MAIL …
Send physical mail updates 19%Marketers
54%Consumers
Desire physical mail updates
Source: https://www.marketingsherpa.com/article/chart/how-consumers-prefer-to-receive-promotions
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IN DIRECT MAIL …
Send physical mail updates 19%Marketers
54%Consumers
Desire physical mail updates
Source: https://www.marketingsherpa.com/article/chart/how-consumers-prefer-to-receive-promotions
More expensive for marketers
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Intronis “Retro-cool” Campaign
Source: http://www.marketingsherpa.com/article/case-study/direct-mail-marketing-multi-channel-approach
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Director of Marketing in the “Atari closet”
Sample Atari
package
Sales opps from the Atari campaign
Intronis “Retro-cool” Campaign
Source: http://www.marketingsherpa.com/article/case-study/direct-mail-marketing-multi-channel-approach
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Dear RecipientFirstName,
Open up this package and enjoy some office fun – courtesy of Intronis. Sadly, however, not all old technology is this “retro cool.”
It’s time to upgrade your data backup and storage. Intronis is delivering the industry’s first, complete, data protection platform designed to help you meet the needs of your clients and manage your backup; all from a single pane of glass.
A current Intronis partner reports BCDR-related labor savings of 2 days/month and 20% overall revenue growth upon adopting Intronis. It’s time to take a fresh look at our product offering so you can start to generate these kids of results for your business.
I’d like to make you a very special offer:
Spend 30 minutes with me to learn what’s new from Intronis and I’ll upgrade your gaming experience by sending you one of the latest gaming consoles. Choose from a Wii, X-Box or PlayStation – no purchase required.
Call me at RSDPhoneNumber or visit www.intronis.com/gotgame to set up your meeting and choose the console you’d like – yours as a ‘thank you’ for your time.
I look forward to speaking with you in the coming days.Sincerely, RDSFirstName RSDLastNameRSDPhoneNumberSchedule a meeting and upgrade your gaming experience: www.intronis.com/gotgame
Sample Letter
Source: http://www.marketingsherpa.com/article/case-study/direct-mail-marketing-multi-channel-approach
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CONVERSATION RATE35%
HIGHER AVERAGE DEAL SIZE 66%
RETURN ON INVESTMENT650%
The Results
Source: http://www.marketingsherpa.com/article/case-study/direct-mail-marketing-multi-channel-approach
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IN SHOPPING EXPERIENCE …
Offer an easy returns process 19%Marketers
53%Consumers
Offer an easy return process
Source: http://www.marketingsherpa.com/article/chart/tactics-marketers-use-to-improve-customer-experienceSource: https://www.marketingsherpa.com/article/chart/improve-customers-shopping-experiences
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IN SHOPPING EXPERIENCE …
Offer an easy returns process 19%Marketers
53%Consumers
Offer an easy return process
Source: http://www.marketingsherpa.com/article/chart/tactics-marketers-use-to-improve-customer-experienceSource: https://www.marketingsherpa.com/article/chart/improve-customers-shopping-experiences
Concern over costs of returns
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Return policy affect on purchases and expenses• A lenient return policy did correlate with more returns, but…• A lenient return policy even more strongly correlated with an increase in
purchases• More leniency on time limits (e.g. 90 days vs. 14 days) is associated with a
reduction – not an increase – in returns
According to a meta-analysis of 21 research studies with 11,662 subjects by Ryan Freling, Narayan Janakiraman, and Holly Syrdal of the University of Texas-Dallas
Source: https://www.washingtonpost.com/news/business/wp/2016/01/22/the-surprising-psychology-of-shoppers-and-return-policies/
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IN EMAIL…
Send email90%Marketers
60%Consumers
Subscribe to receive emailSource: https://www.marketingsherpa.com/article/chart/how-consumers-prefer-to-receive-promotions
A majority of consumers and almost all marketers
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Subject Line:Welcome to CNET! Let’s get started
Welcome Email — Control
Product reviews
Tech news
More newsletters
ForumsSource: http://www.marketingsherpa.com/article/case-study/cnet-email-marketing-clickthrough
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Experiment: Welcome email
Test Design — A/B split including:
• Content• Subject lines • Advertisements
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Subject Line: Welcome to CNET! Let’s get started
Welcome v2: Simplified content, picture of editor
Source: http://www.marketingsherpa.com/article/case-study/cnet-email-marketing-clickthrough
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Subject Line: Welcome to CNET! Let’s get startedWelcome v3: Simplified content, no picture & ad
Source: http://www.marketingsherpa.com/article/case-study/cnet-email-marketing-clickthrough
![Page 52: What Do Customers Want? - Daniel Burstein presentation for Integrated Marketing Virtual Conference](https://reader035.fdocuments.us/reader035/viewer/2022081520/5873def31a28abd72e8b55f9/html5/thumbnails/52.jpg)
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Subject Line: Thanks for joining! Let’s get startedWelcome v4: Simplified content, ad & new S/L
Source: http://www.marketingsherpa.com/article/case-study/cnet-email-marketing-clickthrough
![Page 53: What Do Customers Want? - Daniel Burstein presentation for Integrated Marketing Virtual Conference](https://reader035.fdocuments.us/reader035/viewer/2022081520/5873def31a28abd72e8b55f9/html5/thumbnails/53.jpg)
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Subject Line: Thanks for joining! Let’s get startedWelcome v5: Simplified content, big picture, no ad
Source: http://www.marketingsherpa.com/article/case-study/cnet-email-marketing-clickthrough
![Page 54: What Do Customers Want? - Daniel Burstein presentation for Integrated Marketing Virtual Conference](https://reader035.fdocuments.us/reader035/viewer/2022081520/5873def31a28abd72e8b55f9/html5/thumbnails/54.jpg)
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Subject Line: Thanks for joining! Let’s get startedWelcome v6: Simplified content, big picture & ad
Source: http://www.marketingsherpa.com/article/case-study/cnet-email-marketing-clickthrough
![Page 55: What Do Customers Want? - Daniel Burstein presentation for Integrated Marketing Virtual Conference](https://reader035.fdocuments.us/reader035/viewer/2022081520/5873def31a28abd72e8b55f9/html5/thumbnails/55.jpg)
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Welcome Email: Results
Email Version Open Rate CTR
Control — Lots of content 32.66% 12.18%V2 — Simplified content, picture of editor 45.46% 20.25%V3 — Simplified content, no picture and ad 43.20% 16.08%V4 — Simplified content, ad and new subject line 44.74% 19.91%
V5 — Simplified content, big picture and no ad 46.63% 20.64%V6 — Simplified content, big picture and ad 46.70% 21.23%
Increases in Opens and CTR in Each TestEach version of the Welcome email outperformed the Control.
Our hypothesis was wrong: For our brand, less is better.!Source: http://www.marketingsherpa.com/article/case-study/cnet-email-marketing-clickthrough
![Page 56: What Do Customers Want? - Daniel Burstein presentation for Integrated Marketing Virtual Conference](https://reader035.fdocuments.us/reader035/viewer/2022081520/5873def31a28abd72e8b55f9/html5/thumbnails/56.jpg)
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Welcome Email: Results
Email Version Open Rate CTR
Control — Lots of content 32.66% 12.18%V2 — Simplified content, picture of editor 45.46% 20.25%V3 — Simplified content, no picture and ad 43.20% 16.08%V4 — Simplified content, ad and new subject line 44.74% 19.91%
V5 — Simplified content, big picture and no ad 46.63% 20.64%V6 — Simplified content, big picture and ad 46.70% 21.23%
Increases in Opens and CTR in Each TestEach version of the Welcome email outperformed the Control.
Our hypothesis was wrong: For our brand, less is better.!Source: http://www.marketingsherpa.com/article/case-study/cnet-email-marketing-clickthrough
Simple worked best
![Page 57: What Do Customers Want? - Daniel Burstein presentation for Integrated Marketing Virtual Conference](https://reader035.fdocuments.us/reader035/viewer/2022081520/5873def31a28abd72e8b55f9/html5/thumbnails/57.jpg)
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From: Marriott RewardsSubject: We made this video just for you
Source: http://www.marketingsherpa.com/article/case-study/marriott-send-increases-revenue
![Page 58: What Do Customers Want? - Daniel Burstein presentation for Integrated Marketing Virtual Conference](https://reader035.fdocuments.us/reader035/viewer/2022081520/5873def31a28abd72e8b55f9/html5/thumbnails/58.jpg)
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Source: http://www.marketingsherpa.com/article/case-study/marriott-send-increases-revenue
![Page 59: What Do Customers Want? - Daniel Burstein presentation for Integrated Marketing Virtual Conference](https://reader035.fdocuments.us/reader035/viewer/2022081520/5873def31a28abd72e8b55f9/html5/thumbnails/59.jpg)
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Source: http://www.marketingsherpa.com/article/case-study/marriott-send-increases-revenue
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Source: http://www.marketingsherpa.com/article/case-study/marriott-send-increases-revenue
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Historical View of December Mailings
Source: http://www.marketingsherpa.com/article/case-study/marriott-send-increases-revenue
![Page 62: What Do Customers Want? - Daniel Burstein presentation for Integrated Marketing Virtual Conference](https://reader035.fdocuments.us/reader035/viewer/2022081520/5873def31a28abd72e8b55f9/html5/thumbnails/62.jpg)
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Top Takeaways
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Use this customer preference data to form hypotheses about your audience
Test those hypotheses against customer behavior
Use this information to better serve the customer
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Thank you
Daniel BursteinDirector of Editorial Content, MarketingSherpa @DanielBurstein