omni channel marketing hot topic presentation-5
TRANSCRIPT
IBM Customer Engagement Solutions
Omni-Channel Marketing
Omni-Channel marketing connects you to every customer in every moment.
© 2015 International Business Machines Corporation 2
IBM Customer Engagement Solutions / Omni-Channel Marketing
IBM Customer Engagement Solutions / Omni-Channel Marketing
321Meet customers where they want to be met
Make every conversation personal
Have millions of personal conversations
© 2015 International Business Machines Corporation 3
Loyalty program optimization
Deep customer understanding
Unified customer experience
Collaborative marketing planning
Coordinated communications
© 2015 International Business Machines Corporation 4
IBM Customer Engagement Solutions / Omni-Channel Marketing
Personalized campaigns and offers have helped retailers achieve real outcomes.
They have improved ROI by up to 30%
and improved customer loyalty by up to 15%.
30% 15%
© 2015 International Business Machines Corporation 5
IBM Customer Engagement Solutions / Omni-Channel Marketing
Through coordinated, personalized campaigns, Wehkamp.nl achieved
better sales-per-send email ratios and
better banner-ad click-through rates.
271% 500%
© 2015 International Business Machines Corporation 6
IBM Customer Engagement Solutions / Omni-Channel Marketing
An electronics retailer saved $73 million by improving communications and internal processes.
million saved
$73
© 2015 International Business Machines Corporation 7
IBM Customer Engagement Solutions / Omni-Channel Marketing
First Tennessee Bank activated customer behavior insights drawn from all channels, increasing marketing campaign ROI by 600%.
© 2015 International Business Machines Corporation 8
IBM Customer Engagement Solutions / Omni-Channel Marketing
Grupo Financerio Banorte analyzes customer behavior in the moment and over time to make offers more relevant and increase overall marketing response rates.
© 2015 International Business Machines Corporation 9
IBM Customer Engagement Solutions / Omni-Channel Marketing
Mutua Madrileña used advanced analytics to personalize offers and increase customer retention by 20%.
© 2015 International Business Machines Corporation 10
IBM Customer Engagement Solutions / Omni-Channel Marketing
increase of gross revenue A French insurance giant analyzes customer data to personalize campaigns, increasing gross revenue by 100% and reducing email costs to 60%.
100%
© 2015 International Business Machines Corporation 11
IBM Customer Engagement Solutions / Omni-Channel Marketing
increased open and click-through ratesA major U.S. airline used omnichannel insights to target customers based on their preferences, boosting open rates and clickthrough rates by 50 to 100%.
50 –100%
© 2015 International Business Machines Corporation 12
IBM Customer Engagement Solutions / Omni-Channel Marketing
A U.K.-based global hotel group personalized customer interactions across multiple brands, increasing revenue per booking by 200%.
© 2015 International Business Machines Corporation 13
IBM Customer Engagement Solutions / Omni-Channel Marketing
Celcom Axiata Berhad is using deep customer insight to personalize marketing campaigns, reducing launch time by more than 80% while improving performance by more than 70%.
© 2015 International Business Machines Corporation 14
IBM Customer Engagement Solutions / Omni-Channel Marketing
Mobily integrates insight from online and offline channels to create next best offers for customers, increasing average revenue per user and return on equity.
© 2015 International Business Machines Corporation 15
IBM Customer Engagement Solutions / Omni-Channel Marketing
We work with clients at every stage of the omni-channel transformation journey.
IBM Customer Engagement Solutions / Omni-Channel Marketing
Goals and KPIs
Establishing criteria
for success
Prioritized interactions
Aligning your strategy with your most
important touch points
Strategy implementation
Experimenting and gathering
new data
Measurement and assessment
Evaluating and refining marketing
goals
Operating at scale
Expanding to new channels and areas
of the business
© 2015 International Business Machines Corporation 16