A Customer Engagement Agency€¦ · Add NEW Data Integrate NEW Apps e.g. Social Create a stable...
Transcript of A Customer Engagement Agency€¦ · Add NEW Data Integrate NEW Apps e.g. Social Create a stable...
A Customer Engagement Agency
2018 IDN Conference Bangkok, Thailand
(Rory Stoddart… [email protected])
• I am from New Zealand but worked in SEA 18 Years• I lived in Thailand 2000-2010 • My background is largely Data and Marketing
• SAS Institute• Teradata
• I have lived and worked in Thailand, Singapore, Hong Kong and Malaysia
• Today I lead an Digital Engagement Agency that’s specializes in Marketing and CX Automation for SEA
• The Industries we serve include:• Retail• FSI• Hospitality and Tourism• Hi Tech (B2B) • Health and Pharma
Who am I ?
Who we are ?
KatalystM is a Client Engagement Consultancy Agency with a very strong MarTech flavor.
Founded in 2007 as primarily a Campaign Platform Implementation and Support organisation, it has evolved into a complete end-to-end Marketing and Sales Automation Agency.
Our focus is on Optimizing Customer Experience and Engagement through the use of Technology, Services and Strategic Consulting.
KatalystM enables businesses to harness Technology to connect with their customers and nurture opportunities at scale. We do this using Best Practice techniques coupled with extensive Industry Experience.
Team Background
▪ Team of 30-32
▪ Sourced from:▪ Software and Services Vendors
▪ Digital Agencies
▪ Marketing Solution Providers
▪ FMCG Organisations
▪ Expertise in:▪ Marketing (B2B & B2C)
▪ Online / Offline
▪ Social
▪ Search
▪ E-Commerce
▪ CRM
▪ Data Management
▪ Analytics
▪ Business Management
▪ Strategy
Sample Clients
Strategic Partners
Integrating and working with many Enterprise Technologies …
Member of the Inter Direct Network of Independent Agencies with partner offices in over 30 cities, and direct offices in Singapore, Bangkok, Manila and Hong Kong.
Our Services Overview
Confidential TRUE Clarity Co. Ltd. operating as KatalystM 2017 Not for Distribution
9
Personalized Across Multiple Channels
Multiple Journeys with
the same OBJECTIVE
Marketing Automation versus CRM
Marketing Automation CRM
CRM is 1 to 1 Marketing and Marketing Automation is 1 to Many Marketing, but it works at the Segment and Persona Level
Marketing Automation versus CRM
They both work on the same Marketing and Sales Principles:
AcquisitionRetentionX-SellUp-SellWin-Back
Best Practise is to link them together along the same Lifecycle Journey
Deciding on Program Types
CRM Initiative
▪ Retention
▪ X-Sell
▪ Up-Sell
▪ Acquisition
▪ Win-Back
Marketing Automation Programs
▪ Renewal
▪ Nurture
▪ Match
▪ Replacement
▪ Lead Generation
▪ Re-Activation
▪ Re-Engagement
▪ “Look-Alikes”
16
$
ACQUIRE CONVERT GROW RETAIN REACTIVATE
Unknown Prospect Known Lead Customer
Best Customer
Lapsed Customer
Active Customer
Engage
Inform potential customers
and include in mktg. fold
Retain
Prevent lapsing with
continuous engagement
Onboard
Stepwise programs to
highlight superior service
Promote
Highlight value add with
non-monetary features
Win-backs
Re-acquire most valuable churned
customers with outreach &
alternate offers
Loyalty
Recognize and reward the
most valuable customers
Convert
Qualify leads and sell
Reengage
Highlight value
Nurture Strategy and Process
(-) LTV
(+) LTV
Buying a Beer… Over 30 Potential Touchpoints !
Airline Customer Journey: Trigger-based Program
Insurance Conversion Series
Prospect Conversion Lifecycle2
Email 1 Email 3 Email 4
0
Quote Expiry
Days
Email 2
10 85 9014
Banner
Quote Info
Price
Testimonials
Benefits
Email Wireframe Email 4: Quote Expiry Reminder
Message/Content:Remind customer to utilize the quote. If possible provide last incentive to purchase.
Email 1: Initial Quote Details
Message/Content:Communicate quote details only.
Email 2: Quote Follow Up
Message/Content:Provide more info about quote and why it is good and competitive.
CTA 1: Price (Low)CTA 2 : Benefits in cover informationCTA 3 : Testimonial
Email 3: Targets customer buying cycle and behavior
Message/Content:Based on engagement of email 2. Show relevant content to engagement.
CTA 1 or 2
Standard
Platform
Reporting
Marketing Automation Data
Email Total Delivered Total Open Unique OpenUnique Open
RateTotal Click Unique Click
Unique Click Rate
Click
Conversion
Conversion 2 1,582 3,338 805 40.8% 166 89 5.6% 11.0%
Conversion 3 1,356 2,507 585 43.1% 106 56 4.1% 9.5%
Conversion 4 1,157 2,075 542 46.8% 69 34 2.9% 6.2%
Total 4,095 7,920 1,932 47.1% 341 179 4.3% 9.2%
Aug Sep Oct Nov Dec
Email 2 311 413 370 370 95
Email 3 283 298 335 324 96
Email 4 220 291 266 286 64
Click conversion 8.17% 7.75% 7.90% 8.94% 9.45%
0.0%1.0%2.0%3.0%4.0%5.0%6.0%7.0%8.0%9.0%10.0%
0
50
100
150
200
250
300
350
400
450
Received Email 2
only29%
Received Email 2 and 334%
Received Email 2, 3
and 437%
Overall Program Performance
KPI Reporting
Oracle BI
MicroStrategy
© 2018 KatalystM Pte Ltd. All rights reserved.
DATA
STRATEGY Technology
My Strategic Frame
The WHAT, WHY, HOW, WHEN, and
the WHO ofBusiness !
Baseline with Industry Benchmarks
Program vs. Campaign
Campaign Centric
Program Centric
Showing people you’re there and what you have to offer. One-size fits all doesn’t work, and discovery campaigns only go so far.
You must layer on insights from repeatedly engaging with a customer and personalize your approach to their needs.
Over time, a fine balance is required between discovery vs. nurture.
3 Step Strategy: Plan, Design, Automate, then Create !
Data ConsolidationPlatform ConfigurationApplication Integration
Simple Programse.g. WelcomeExisting Manual Taskse.g. Renewal Reminders
Create NEW ProgramsAdd NEW DataIntegrate NEW Appse.g. Social
Create a stable Data & DeliverabilityEnvironment !
Create your onlinerelationship with Clients, “train” your Data, and consolidate Reputations
Extend online relationships, add morecomplex and better targeted Programs,incorporate more data to be used for Lead Generation, and exploit different Communication Channels e.g. Social
A Supportive Data Strategy is Critical
✓ The correct data is collected✓ The quality and completeness of the data ✓ The data is stored in the correct manner✓ The data is used in the appropriate way✓ The data is updated in the right manner✓ Data Security✓ Archived properly
The Data Strategy falls under the Marketing Strategy which in turn falls under the overall Corporate & Business Strategies, thus creating the required “TOP DOWN” alignment
People Forget “The Data Ladder”…
Understanding that there is an order to how to analyse and report on data is essential. It is because ultimate high-value data which is best for analysing requires a high number of “attribute” and “classification” Data Fields.
What this translates to is that as the data moves up the Data Ladder its breadth increases so becomes more appropriate for more advanced Analysis and Reporting
Technology - The “Snake Pit”….
Marketing Automation – “The Watch List”
• Audience Level Communication• Large SEND Volumes on a regular basis• Multiple Channel Communications• Repetitive Marketing Communication Tasks• Lead Nurturing (Long Term Qualification)• Life Cycle and Persona Management• Process and Data Consolidation
• CRM• Social• CX
An Approach to Success
1. Define Objectives2. Select Strategy3. Benchmark4. Build5. Test6. Deploy7. Measure & Evaluate8. Optimise
Where they began in 2015 !
▪ They were using the Jericho Platform▪ A “Batch and Blast” Approach
▪ Non Responsive Emails
▪ No Segmentation Marketing
▪ Some simple Programs e.g. Birthday Series
▪ No Nurture Programs
▪ Only Batch integration with their Reservation System (Opera)
▪ No Life Cycle Management
They are part of an organisation valued at USD 18 Billion, and they own and operate 9 Properties inSingapore alone.
How often do customer stay with us?
How do I identify those who are more likely to convert?
Does higher frequency of stay equate to higher spend?
When did the customer last stay with us?
How do I relate transactional data to marketing?
Who should we be engaging?
What communication will be relevant?
They wanted to know…
We Sold Them :
▪ Improve Engagement with their clients▪ Lifecycle Programs
▪ Program Nurtures
▪ Targeted Campaigns
▪ Personal Engagement e.g. Birthday Series
▪ Lead Scoring
▪ RFM Modeling
▪ The ability to integrate and consolidate Contact Data
▪ Segment Response Management and Tracking▪ VIPS
▪ Business Travelers
▪ Holiday Makers
▪ By Properties
▪ Strategy
Required a Transform and Consolidation Strategy
Their data was disparate, non-uniform, and non-standard
Opera
Source 2
Staging Server
Data is:• Cleaned• Standardised• Summarised• De-duplicated• Created
Inside the server new tablesare created, based on therequirements of the DestinationApplications e.g. CSV for Responsys
Findings & Recommendations
RFM Score % of RFM Score Description RFM Score Profiles Marketing Strategy
454 9.15% People that last stayed 13-24 months ago , with 1 times stay and spent within $300 to $900 Non-Frequent Leisure Travellers Reacquiring
254 7.93% People that last stayed 5-8 months ago , with 1 times of Stays and spent within $300 to $900 Non-Frequent Leisure Travellers Re-Engagement
455 7.65% People that last stayed 13-24 months ago , with 1 times of Stays and spent within less than $0 to $299 Non-Frequent Leisure Travellers Reacquiring
354 7.39% People that last stayed 9-12 months ago , with 1 times of Stays and spent within $300 to $900 Non-Frequent Leisure Travellers Re-Engagement
554 7.09% People that last stayed more than 2 years ago , with 1 times of Stays and spent within $300 to $900 Frequent Corporate Traveller Reacquiring
255 6.49% People that last stayed 5-8 months ago , with 1 times of Stays and spent within less than $0 to $299 Non-Frequent Leisure Travellers Re-Engagement
355 6.02% People that last stayed 9-12 months ago , with 1 times of Stays and spent within less than $0 to $299 Non-Frequent Leisure Travellers Re-Engagement
555 5.90% People that last stayed more than 2 years ago , with 1 times of Stays and spent within less than $0 to $299 Non-Frequent Leisure Travellers Reacquiring
453 2.60% People that last stayed13-24 months ago , with 1 times of Stays and spent within $901-1500 Non-Frequent Leisure Travellers (Large Spender) Reacquiring
444 2.52% People that last stayed 13-24 months ago , with 2-4 times of Stays and spent within $300-900 Non-Frequent CorporateTravellers ( Switch of brands) Reacquiring
244 2.29% People that last stayed 5-8 months ago , with 2-4 times of Stays and spent within $300-900 Non-Frequent CorporateTravellers ( Switch of brands) Re-Engagement
553 1.98% People that last stayed more than 2 years ago , with 1 times of Stays and spent within $901 to $1500 Non-Frequent Leisure Travellers (Large Spender) Reacquiring
344 1.96% People that last stayed 9-12 months ago , with 2-4 times of Stays and spent within $300 to $900 Non-Frequent CorporateTravellers ( Switch of brands) Re-Engagement
253 1.82% People that last stayed 5-8 months ago , with 1 times of Stays and spent within $901-1500 Non-Frequent Leisure Travellers (Large Spender) Re-Engagement
353 1.62% People that last stayed 9-12 months ago , with 1 times of Stays and spent within $901-1501 Non-Frequent Leisure Travellers (Large Spender) Re-Engagement
442 1.46% People that last stayed 13-24 months ago , with 2-4 times of Stays and spent within $1501-3000 Non-Frequent Corporate Travellers ( Switch of brands) Reacquiring
443 1.45% People that last stayed 13-24 months ago , with 2-4 times of Stays and spent within $901-1500 Non-Frequent Corporate Travellers ( Switch of brands) Reacquiring
544 1.44% People that last stayed more than 2 years ago , with 2-4 times of Stays and spent within $300-$900 Non-Frequent Corporate Travellers ( Switch of brands) Reacquiring
243 1.36% People that last stayed 5-8 months ago , with 2-4 times of Stays and spent within $901-1500 Non-Frequent Corporate Travellers Re-Engagement
242 1.34% People that last stayed 5-8 months ago , with 2-4 times of Stays and spent within $1501-3000 Non-Frequent Corporate Travellers Re-Engagement
343 1.09% People that last stayed 9-12 months ago , with 2-4 times of Stays and spent within $901-1500 Non-Frequent Leisure Travellers Re-Engagement
Enabled us to determine what we had to address on both the Strategy
and Execution Levels
RFM TableRecency: Most Recent Stays will be Flag '1' and Least Recent Stays will be Flag '5‘Note: Based on Latest Departure Date from Bookings made per Subscribers
Frequency: Most Frequent Times of Stay will be Flag '1' and Least Frequent Times of Stays will be Flag '5‘Note: Based on Bookings made per Subscribers
Monetary: Most Revenue Spender will be Flag '1' and Least Revenue Spender will be Flag '5' ‘Note: Based on Room Revenue across Bookings made per Subscribers
Samples
© 2018 KatalystM Pte Ltd. All rights reserved.
Multi-Level and Multi-Audience ReportingCampaign & Program Performance Dashboard Reporting Across Marketing Spectrum
Advanced Reporting
RFM Related Reporting
Behaviour Based Program – Re-Engagement
Getaway Experience
News-letter
Month 5-6: Experience &
Brand
Month 7-8: Far More Value
Month 9-10: Service Offer
Month 11-12: Direct Discount
Day 14 Day 28 Day 42
NL NL NLTravel Personality
Specific Hotel
experience
Specific Hotel
experience
Day 0
NL NL NLBeyond a room: Far More Perks
Our Service: TripAdvisor Rankings
Specific Hotel
Experience
Day 84 Day 70 Day 56Day 98
NL
Enhanced Stay:Service Perks
NL
Day 126 Day 140 Day 154
NL NL NL
Day 112
Add 5% off
NL NL NL
Day 196 Day 182 Day 168Day 210
ReactivateProgram
RE1
RE2
RE3
RE4
Beyond a room: Live Like a Local
Enhanced Stay:Service Perks
Enhanced Stay:Service Perks
Enhanced Stay:Service Perks
Add 5% off
Add 5% off
Add 5% off
Performance Summary
AWARENESS
INTEREST
CONSIDERATION
PURCHASE
Deliveries = 98.0%
Unique Opens = 12.4%
Unique Clicks = 5.9%
Transactions = 1.1%2X more conversion from email that contains an offer
Service-based converts higher than direct discount offers
Consistent Level of Engagement
Higher Level of Engagement when content are
‘focused’ and personalized
Findings Summary
Customer with a Lead Score of D1 (4+ engagements) booked again at a rate of 4x higher
Email Clicks have a more positive correlation to booking compared to all other engagement – 3x the booking rate
People highly engaged with the Deals Pages converted at a much higher level, greater than 4x
They went on record to say that in 2016 they achieved a 7 TIMES ROI which was almost twice what they were expecting. In absolute terms since they have started on their Marketing Automation journey they increased their “contactable” Client List by 80 %
Personalisation had a20 % Increase in Open Rates !