16. Top area for increased digital spending:
61%
Data &
Analytics
#ExactTargetManila
17. • Combine box-data (game-play), demographics,
purchase data and behaviour to get a single view
• Launched personalised messaging delivered across
channels
• 70% increase in engagement
45. 41% of consumers buy more from
retailers who send personalized
emails based on past buying
behaviors
Return Path
46. Facebook
integra>on
Requires
login
to
Facebook
User
Profile
Aggregates
all
of
my
site
ac>vity
and
my
status
Site
to
Facebook
Looks
at
Facebook
friends
and
shows
relevant
reviews
Knows
my
home
city
Grabs
my
loca>on
and
uses
to
determine
flights
near
me
Flights
integra>on
Scripts
&
loops
through
the
relevant
flights
in
my
area
Actual
marke>ng
The
actual
promo>on
&
reason
for
the
email
55. We must move from numbers
keeping score to numbers
that drive better actions
David Walmsley
Head of Multichannel
Marks & Spencer
56. As a digital marketing pioneer,
our mission is to inspire & enable
organizations to leverage digital
marketing to drive phenomenal
business results.
digital marketing pioneer
57. ExactTarget Corporate Overview
• Founded in 1999
• Email
• Mobile (SMS/MMS, Push & Email)
• Social Media
• Web Experiences
• Marketing Automation
• Customer Data
“ExactTarget brings the strongest current offering
this year with intuitive campaign management,
scalability, automated predictive models,
collaboration tools, and an open technology
platform that supports third-party development.”
60. Shared Customer Data
Salesforce1 Customer Platform
ExactTarget
Marketing Cloud
Sales Cloud + Pardot Service Cloud
Sell to
Businesses
Market to
Millions of Customers
Service all of
Your Customers
+
Automated, Personalized Journeys
• Website
• Social Media
• Ads
• SMS/MMS
• Mobile Apps
• Email
Sales & Lead Management
• Email Lead Nurturing
• Lead Management
• Opportunities & Forecasting
B2B & B2C Customer Support
• Cases
• Knowledge Base
• Agent Console
Join Your Customers on a 1:1 Journey
Across Marketing, Sales, and Services
62. Do you know who
your customers are?
Do you know where they
are in their journey?
Are you driving an
engagement strategy to move
them along that journey?
Are you able to measure
the impact on your
business goals?
63.
64. The Platform for 1:1 Customer Journeys
Build a Single View of the Customer
Plan and Optimize the Customer Journey
Deliver Personalized Content Across
Every Channel and Device
Measure the Impact on Your Business
65.
66. “We need to better serve our current customers,
and increase our share of wallet.”
better serve our current customers
First
Purchase
Repeat
Purchase
Loyal
Customer
Anonymous
Browsers
72. NTO listens, engages and directs Susan to their website
Brands listen for
specific topics
Engage with
content & links
Build personal
relationships with
customers
73. NTO tracks her anonymous browsing and
drives personalized product recommendations
Offer highly personalized
product & content
recommendations
Guide customers through the
entire shopping experience
Automate thank you
& loyalty programs
74. Deliver engaging
experiences, compelling
content & mobile apps
Capture email, browsing
behavior, location
and preferences
Create a robust profile with
personalized information
NTO converts Susan to a known contact;
merging in her anonymous browsing data
75. Trigger personalized emails
Ensure emails look great
on desktop & mobile
Re-engage with personalized
communications that are
triggered from web
experiences, like an
abandoned shopping cart.
Susan’s profile and behavior triggers 1:1 journeys that
span email, SMS, push notifications, and web content
76. Create highly relevant
content to continue
engagement
Follow up with email
subscribers who do not
click or open emails
Target customers with
1:1 paid ads based on
preferences & history
NTO targets ads to Susan on Facebook & Twitter
77. NTO sends transactional messages,
like receipts and shipping alerts
Thank you for your order, Susan!
susiem@gmail.com
Cross-sell using customer
data preferences & history
Maintain brand integrity
with beautifully designed
transactional messages
Deliver automatically
at the right time using
multiple data sources
78. NTO sends Susan location-based offers
Drive mobile commerce
with in-app mobile alerts
Trigger interactions
exactly at the right place
and right time
Use templates to build
campaigns quickly and
easily
79. NTO even personalizes
the in-store experience
Get to know your customer
through their social networks
Recommend alternative
products to items that are
out of stock
Inquire about past
purchases to build loyalty
Susie Marshall
Susie Marshall
1701 John F. Kennedy Blvd
Philadelphia, PA 19103
81. Agenda
1. Best Practice Social Media
2. Product Video: Social Studio
3. ABS-CBN Spotlight Q&A
In Partnership with
82. Best Practice Social Media Customer Service
In Partnership with
On April 13th 2010 when
Iceland volcano erupted and
shut down flights across
Europe… customers turned to
social media.
So did Air France KLM.
Ever since then, they have
been the leader in social media
customer service.
83. Best Practice Social Media Customer Service
In Partnership with
KLM are the leaders in Twitter
response times.
They also have the highest
ratio of Facebook replies vs.
comments against all other
brands.
84. Best Practice Social Media Customer Service
In Partnership with
KLM Airlines display live
Twitter customer service
response times, and update
every 5 minutes.
85. Agenda
1. Best Practice Social Media
2. Product Video: Social Studio
3. ABS-CBN Spotlight Q&A
In Partnership with
86. Agenda
1. Best Practice Social Media
2. Product Video: Social Studio
3. ABS-CBN Spotlight Q&A
In Partnership with
87. ABS-CBN Spotlight with Mon Lizardo
In Partnership with
Ques9on
and
Answer:
1. What
are
ABS-‐CBN
doing
to
embrace
social
media?
2. How
were
ABS-‐CBN
able
to
opera>onalize
social
media
in
your
day
to
day
opera>ons?
3. What
is
next
for
ABS-‐CBN
in
the
online
world?