Research and Discovery Tools for Experimentation - 17 Apr 2024 - v 2.3 (1).pdf
Qua trinh mua sam cua nguoi dung Internet Viet Nam
1. Consumer Buying
Behavior.
A Look at Online
Advertising
1 2
Workshop “Approach Customer on Digital Media, 14/07/2015 Source: Moore Corp
2. 1980s 2000 2015
Internet?
What is it?
80% GO
ONLINE
Workshop “Approach Customer on Digital Media, 14/07/2015 Source: Moore Corp
3. Not only But also
I connect….
Source: Moore Corp
With these
Workshop “Approach Customer on Digital Media, 14/07/2015
4. Play with other
devices
Search for more
information
Communicate with
other people,
brands, suppliers.
Seeking Value
Source: Moore CorpWorkshop “Approach Customer on Digital Media, 14/07/2015
5. At home,
Watching TV.
At coffee shop,
with friends.
At work,
with colleagues.
On the go,
alone.
Source: Moore CorpWorkshop “Approach Customer on Digital Media, 14/07/2015
6. TECNOLOGY CHANCES GIVE ME
MORE OPTION-INFORMATION-CONNECTION.
HELP ME
EASY TO MAKE BUYING DECISION AT FAIR-VALUE.
AND
CHANGING MY BUYING BEHAVIOR.
Source: Moore CorpWorkshop “Approach Customer on Digital Media, 14/07/2015
7. Source: Moore Corp
Brand
I loved it at the first time when I saw it on TV2005 Buying Behavior
Workshop “Approach Customer on Digital Media, 14/07/2015
21. “18% purchase online.”
“21% use the Internet to get
ideas”
“39% discovered relevant
brands.”
“48% research hours before
purchase.”
“18% looked for help on set-
up/usage online.”
15% posted
reviews/rating
“65% compared choices
online.”
“51% sought advice online.”
“53% prepared for offline
purchase.”
28% shared
experiences on
social network
Source: Moore Corp/Google 2015
VIETNAM
DIGITAL
CONSUMER
Workshop “Approach Customer on Digital Media, 14/07/2015
22. “18% purchase online.”
“21% use the Internet to get
ideas”
“39% discovered relevant
brands.”
“48% research hours before
purchase.”
“18% looked for help on set-
up/usage online.”
15% posted
reviews/rating
“65% compared choice
online.”
“51% sought advice online.”
“53% prepared for offline
purchase.”
28% shared
experiences on
social network
Source: Moore Corp/Google 2015
VIETNAM
DIGITAL
CONSUMER
Workshop “Approach Customer on Digital Media, 14/07/2015
Evaluation
Purchase
Enjoy &
Advocate
Consideration
Trigger
23. 39%: Company-driven
marketing
% OF
EFFECTIVENESS
28%: Past Experiences
37%: Consumer-driven marketing
43%: In-store/agent
interactions
Source: Moore Corp/McKinsey
26%: Company-driven marketing
31%: Consumer-driven
marketing
26%: In-store interactions
Evaluation
Purchase
Enjoy &
Advocate
Consideration
Workshop “Approach Customer on Digital Media, 14/07/2015
Trigger
24. Source: Moore Corp
Evaluation
Purchase
Enjoy &
Advocate
Consideration
Workshop “Approach Customer on Digital Media, 14/07/2015
Evaluation &
Purchase
Enjoy
Consideration
Because of
Information
revolution
Because of
Social media
This evaluation stage
gets bigger
This gets more important
Pre-
internet
Internet
Behavior Changes.
25. Consumer Buying
Behavior.
A Look at Online
Advertising
1 2
Workshop “Approach Customer on Digital Media, 14/07/2015 Source: Moore Corp
26. CONSUMERS ARE “HARD TO PLEASE”
Workshop “Approach Customer on Digital Media, 14/07/2015 Source: Moore Corp
27. Source: Moore Corp
Touch pointsChannelsDevices
• PRODUCT CATEGORY
• CHARACTERISTIC OF
CONSUMER
• SHOPPING NEEDS OF
STAGES
1440
Workshop “Approach Customer on Digital Media, 14/07/2015
Segmentation
28. Workshop “Approach Customer on Digital Media, 14/07/2015
Australia: Shopping
How digital marketing channels influence a typical buyer before the sale
Source: Moore Corp/Google
29. Source: Moore Corp/GoogleWorkshop “Approach Customer on Digital Media, 14/07/2015
Australia: Travel
How digital marketing channels influence a typical buyer before the sale
30. Source: Moore Corp/GoogleWorkshop “Approach Customer on Digital Media, 14/07/2015
Australia: Beauty & Fitness
How digital marketing channels influence a typical buyer before the sale
31. Source: Moore Corp/Hairong Li
1440
BANNER ADS
BANNER ADS CTR (US):
1990: 3.00%
2000: 0.50%
2003: 0.28%
2013: 0.05%
Workshop “Approach Customer on Digital Media, 14/07/2015
IGNORE/ AVOID
32. Source: Moore Corp/IAB/Hairong Li
1440
ADS SPENDING ON BANNER ADS (US):
1998: 56%
2000: 48%
2004: 21%
2013: 19%
BANNER ADS CTR (US):
1990: 3.00%
2000: 0.50%
2003: 0.28%
2013: 0.05%
Workshop “Approach Customer on Digital Media, 14/07/2015
IGNORE/ AVOID
36. Source: Moore Corp
Tesco Retail Insight:
“Tesco’s most valuable consumer a group
that is shopping in store, then going online
to purchase.
These consumer spending 2.04 times as
much as those who shop only in-store.”
Workshop “Approach Customer on Digital Media, 14/07/2015
37. Source: Moore Corp/IDC-Community
John Lewis Retail Insight:
• 60% consumers research online before
going the store
• 20% consumers buy online and collect in
store
These multichannel consumers:
• Spend 3.5 times more/more frequently
• Purchase across more categories
Workshop “Approach Customer on Digital Media, 14/07/2015
38. Source: Moore Corp
(CONSUMER LIFETIME VALUE)
CLV
(REFERRAL LIFETIME VALUE)
RLVCONSUMER
VALUE = +
(MUTILCHANNEL CONSUMER)
Workshop “Approach Customer on Digital Media, 14/07/2015
39. Source: Moore Corp/Google 2015
POST-
PURCHASE
16% 15%
3%
Share purchase
experiences on
social network
Posted
reviews/rating
Looed for help on
set-up
Looed for help on
product usage
28%
ME TO OTHERS
OTHERS TO ME
Workshop “Approach Customer on Digital Media, 14/07/2015
40. BEING TOP OF MIND ISN’T ENOUGH
ANYMORE.
Source: Moore CorpWorkshop “Approach Customer on Digital Media, 14/07/2015
41. Source: Moore Corp
OLD ADVERTISERS
Workshop “Approach Customer on Digital Media, 14/07/2015
1. Define target audience
2.Choose big channel
3.Push message
4.Hope consumer buying
43. Source: Moore Corp
MODER
ADVERTISERS
Workshop “Approach Customer on Digital Media, 14/07/2015
1. Understanding CDJ
2.Predict responds
3.Provide authentic contents
4.Help them easy to make
right decision.
DATA
44. Source: Moore Corp
REVENUE PER CONSUMER COST PER ACQUISION MAXIMIZE PROFIT
Shorten buying journey Tailor message & content
Long-term
Acquire & maximize high-
value-consumer (CLV & RLV)
Integrate marketing effort
REVENUE COST PROFIT MARGIN
Workshop “Approach Customer on Digital Media, 14/07/2015
Short-term
By understanding consumer behavior, we can…
45. Source: Moore Corp
PRACTICES: SKETCH OUT A CONSUMER BUYING JOURNEY
Workshop “Approach Customer on Digital Media, 14/07/2015
1. Choose a familiar brand
2.Define characteristic of target consumer
3.Define the most influential channels
4.Define the most influential touch-points
46. Source: Moore CorpWorkshop “Approach Customer on Digital Media, 14/07/2015
TV/Print/OOH ads
Brand/retail site
Online video
Friend/family
Store/Showroom
Search results
Social network
Consideration Evaluation Purchase Enjoy Advocate LoyaltyTrigger
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
Online ads X X
Example: NOKIA LUMIA; 20 – 25 y/o; Man; Nokia Fan; Middle class; Technology Follower
Forum/Group X X X X X
CRM X
47. Source: Moore CorpWorkshop “Approach Customer on Digital Media, 14/07/2015
TV/Print/OOH ads
Brand/retail site
Online video
Friend/family
Store/Showroom
Search results
Social network
Consideration Evaluation Purchase Enjoy Advocate LoyaltyTrigger
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
Online ads X X
Forum/Group X X X X X
CRM X
Example: NOKIA LUMIA; THE MOST INFLUENTIAL CHANNELS
48. Source: Moore CorpWorkshop “Approach Customer on Digital Media, 14/07/2015
TV/Print/OOH ads
Brand/retail site
Online video
Friend/family
Store/Showroom
Search results
Social network
Consideration Evaluation Purchase Enjoy Advocate LoyaltyTrigger
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
Online ads X X
Forum/Group X X X X X
CRM X
Example: NOKIA LUMIA; THE MOST INFLUENTIAL TOUCH-POINTS
Best
friend
Google
Youtube
Thế giới
di động
Windows
phone
việt
Outlook
Profile
49. EXPLORE MORE AT MOORE.VN:
Workshop “Approach Customer on Digital Media, 14/07/2015
Tiếp cận khách hàng trên các kênh truyền thông số
http://goo.gl/yTTlSw
Mutil-channel Consumer
http://goo.gl/ZumH3X
50. CONTACT
NGUYEN XUAN DONG
Vice Managing Director
098 999 5145
dongnx@moore.vn
Moore Online Solution and Development Corporation
Head Office: 7th Floor, No.1 Hoang Dao Thuy St., Thanh Xuan Dist., Ha Noi
HCMC Branch: 6th Floor, No. 454 Nguyen Thi Minh Khai St., Ward 5, Dist. 3, Ho Chi Minh
Website: www.moore.vn | www.adbrand.net | www.adlite.net | www.doublelink.net |
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Workshop “Approach Customer on Digital Media, 14/07/2015