Digital Marketing Lecture 2016
-
Upload
dr-ute-hillmer-phd -
Category
Marketing
-
view
823 -
download
0
Transcript of Digital Marketing Lecture 2016
2016 Dr. Ute Hillmer
Digital Marketing and the 360° DialogPart 1
2016 Dr. Ute Hillmer
WHO is Dr. Ute Hillmer? an expert in positioning and promoting technology
products, with a carving for innovative products that are not self-explaining.
With such products, human behavior is often outside the boundaries of rationality - despite its economic context.
Buying behavior is here typically a result of social, cognitive and emotional factors, along with the economic ones.
2016 Dr. Ute Hillmer
What did Ute do?
• 27 years of international marketing (HP, CoCreate, MFG Innovation Agency State of BW, Better Reality Marketing)• Dissertation in business administration, behavioral economics in
technology marketing: Technology Acceptance in Mechatronics•Worldwide company and product communication;
mainly 3 continents (America, Europe, Asia)• Product-, program-, channel-, partner marketing, marketing
communication, branding, positioning• Responsible for operative, strategic + corporate marketing, branding,
sales training• Experienced in large corporations, SMEs and freelance work as well as
political institutions.• Responsible for the first international website of Hewlett Packard in 1993
2016 Dr. Ute Hillmer
What’s Ute’s STORY?
I am in business to change the lives of my technology
clients by finding them hungry customers that get
them into sustainable growth!
2016 Dr. Ute Hillmer
and turn their customers into raving fans!
2016 Dr. Ute Hillmer
See it !
Hear it !
Say it !
Do it !
2016 Dr. Ute Hillmer
Agenda1. Framing Digital Marketing2. The changing Customer
Dialog3. The New Buying Process4. Customer Driven Marketing5. The Benefits of Digital
Marketing
5. Categorizing Digital Marketing
6. The Digital Toolbox7. Hands on Exploitation8. Lead Generation with
Digital Marketing9. The Trends
2016 Dr. Ute Hillmer
17-‐2
Direct, Online, Social Media, and Mobile Marketing‘The key question is not whether to deploy Internet technology –companies have no choice if they want to stay competitive – but how to deploy it.‘ Porter, M. (2001) Strategy and the Internet,
Harvard Business Review, March 2001, 62–78.
2016 Dr. Ute Hillmer
Learning Objectives
• Define direct and digital marketing and discuss their rapid growth and benefits to customers and companies
• Identify major forms of digital marketing strategies and understand the underlying objective. Away from individual tactics to the overall plan
• Understand the sales funnel in digital marketing –Growth Hacking
2016 Dr. Ute Hillmer
The New Direct Marketing Model = A New Business Model
For many companies today, direct and digital marketing constitute a complete model for doing business.
Copyright © 2016 Pearson Education, Inc.
17-‐7
2016 Dr. Ute Hillmer
What Digital Businesses Do You Use Today?
• What complete digital B-models do you use today?
• Which additional ones do you know?
2016 Dr. Ute Hillmer
A New Area in Products and Channels
Illustration copyright of Steve Blank, „The Startup Owners Manual“
2016 Dr. Ute Hillmer
Rapid Growth of Direct and Digital MarketingDirect and digital marketing have become the fastest-growing form of marketing. • U.S. companies spent almost $133 billion on direct and digital
marketing in 2014• direct-marketing-driven sales amount to over $2 trillion
= for 35% of the U.S. economyDirect marketing continues to become more Internet-based, and digital direct marketing is claiming a surging share of marketing spending and sales. • Over the next four years, digital marketing expenditures and
digitally driven sales are expected to grow 9%/year.• 50% of total sales are influenced by online research
Source: DMA
2016 Dr. Ute Hillmer
Marketing + Sales Today: a New Buying Decision Process
2016 Dr. Ute Hillmer
Role-play to discover:“Has Marketing changed?”“Must Marketing change?”
2016 Dr. Ute Hillmer
Funnel-Metaphor for a Buying Decision
active evaluation
many brands
Grafik close to Edelman 2010
buying decision
Initial considerationTrigger
lesser and lesser brands
What brand creates the most value to me/us right now
and in the future?
2016 Dr. Ute Hillmer
Digitally supported Buying Decision
active Evaluation
Post-Sales Experience
Enlarged Evaluation
Ambassador
Loyalty Loop
Active Evaluation
Model close to Edelman 2010, p.65
Moment of Purchase
Initial Consideration
Trigger
What brand creates the most value to me/us right now
and in the future?
2016 Dr. Ute Hillmer
Information Sources Today
The 2014 B2B Buyer Behaviour Survey
2016 Dr. Ute Hillmer
2014 B2B Buyer Behavior Survey• Web search is the top source of information• B2B buyers strategically browse social media• The number of sources used to research and evaluate
purchase has increased• There is an increased awareness of purchase options• The evaluation process is longer and more satisfying
DemandGen Report Survey 2014
2016 Dr. Ute Hillmer
What Role does Social Media Play?
The 2014 B2B Buyer Behaviour Survey
2016 Dr. Ute Hillmer
The Core Consequences1. Consumers and buyers connect with brands in
fundamentally new ways – often beyond manufacturers’ or dealers' control.
2. They evaluate a shifting array of options during the evaluation process and remain engaged with the brand after purchase.
3. Customers can have as much information and knowledge, as vendors do. Its no longer about “information” it’s about creating and capturing CUSTOMER VALUE!
You need a customer driven marketing strategy!
2016 Dr. Ute Hillmer
Customer Driven Marketing –What does that mean?
2016 Dr. Ute Hillmer
From Product- Focus to Customer Focus
Product
Price
Place
Promotion
Customer Needs
Customer Cost
Convenience / Access
CommunicationMcCarthy: Basic Marketing: A managerial approach, 1960Schullz, Stanley I. Tannenbaum, Robert F. Lauterborn, Integrated Marketing Communications, 1993
2016 Dr. Ute Hillmer
From Product- Focus to Customer Focus
• Making a sale• Abundance of products in
the nearby shopping centers
• Television, magazine, and direct-mail ads
• Satisfying customer needs• Imaginative Web sites and
mobile phone apps, blogs, online videos, and social media
• Reach customers directly, personally, and interactively
Traditional View Contemporary View
Kotler, Armstrong 2014
2016 Dr. Ute Hillmer
The
Basicsto get started
2016 Dr. Ute Hillmer
The Customer Dialog is changing
2016 Dr. Ute Hillmer
Dialog MarketingIs nothing new:
customer visitstelephone callsdiscussionsemailbusiness lunchesmailtrade shows…
2016 Dr. Ute Hillmer
But Dialog Marketing had to change …
Customer Dialog is emancipated
Sender Receiver
2016 Dr. Ute Hillmer
Changing Communication to a Dialog
Sender
Receiver
2016 Dr. Ute Hillmer
Communication Models for Traditional and New Media
Chaffey et al., Digital Marketing: Strategy, Implementation and Practice, 5th edition © Pearson Education Limited 2013
2016 Dr. Ute Hillmer
The Degree of Individualization for Traditional and New Media
Chaffey et al., Digital Marketing: Strategy, Implementation and Practice, 5th edition © Pearson Education Limited 2013
(a) traditional media: same message
(b) new media = often unique messages and more information exchange between customers
2016 Dr. Ute Hillmer
Chances + Risks of a Customer Dialogcompetitive advantage
When companies look at their products and services from a customer point of view, they can gain huge competitive advantages.
2016 Dr. Ute Hillmer
Chances + Risks of a Customer Dialog enhance customer loyaltyEngagement of the customer
+Interest and appreciationby the selling company enhances customer loyalty
2016 Dr. Ute Hillmer
Chances + Risks of a Customer Dialog truly understand customer needs and enhance products
It’s more than online information gathering.Customers exchange their needs, their preferences and their interests online.
2016 Dr. Ute Hillmer
Chances + Risks of a Customer Dialog win customers
Happy customers develop the need to let other customers know that they found a product or service that works for them:
Word of mouth + growth hacking
2016 Dr. Ute Hillmer
3 Key Points of any (Online) Dialog
1. Build trust by helping your customer to make the right decision. Show them a win-win
2. Learn about the needs and problems of your customers
3. Build an infrastructure so customers can refer to you
2016 Dr. Ute Hillmer
Consequences: The Brand changes
The customer fundamentally influences the brand – beyond any marketing control
2016 Dr. Ute Hillmer
Consequences: Support changes
Customers exchange experiences and insights. They can often help each other timely and with a lot of detailed knowledge
2016 Dr. Ute Hillmer
Consequences: The Dialog changes
Customers can do more than buy –satisfied customers are the best sales team
2016 Dr. Ute Hillmer
Benefitsof Digital Marketing
2016 Dr. Ute Hillmer
Task:What are Benefits of Digital Marketing to Buyers and to Sellers?
Pin them on the wall
2016 Dr. Ute Hillmer
Benefits of Direct and Digital Marketing to Buyers• Convenience• Ready access to many products• Access to comparative information about
companies, products, and competitors• Interactive and immediate
17-‐9
2016 Dr. Ute Hillmer
The Power of Recommendations:„I‘ll Have What She is Having“
2016 Dr. Ute Hillmer
Benefits, Online Buyers see
• Low Prices (38%)• Shopping Convenience
(35.1%)• Easy To Compare
(33.1%)• Free Shipping (31.5%)• Time Saving (30.8%)• Easy To Buy (29.2%)• Range of Products
(17.4%)
Infographic by Invesp (sources data from eMarketer and Internetretailer.com)
Don’t take these things at face value, because not everything is as it seems. Ask your customers or test it
2016 Dr. Ute Hillmer
Benefit: Low Prices + Price Comparison• Price
transparency• Easy price
comparison• Comparison
Shopping Engines
Source Will Web Browse for Food: Wall Street Journal
2016 Dr. Ute Hillmer
Benefit: Customer ServiceA survey by A Forrester survey asked 4,600 US consumers across 12 industries which they thought was more important, “great customer service” or “low prices.” Customer service won across the board.
Source: https://experiencematters.wordpress.com/2009/05/17/customer-service-trumps-price/http://conversionxl.com/
2016 Dr. Ute Hillmer
Benefit: Shopping Convenience
Shoppers order when and where it’s most convenient for them.
Mobile devices are changing eCommerce
Every year, mobile e-commerce sees significant growth and is redefining how we shop online.
Source: http://www.ibtimes.com/mobile-devices-are-changing-ecommerce-heres-how-1297265 http://conversionxl.com/
2016 Dr. Ute Hillmer
Benefit: Easy to Compare• People always
compare• The average
consumer will visit 3 websites before making a purchase
• He/she will likely spend more money with sites they visit more frequently.
http://conversionxl.com/
2016 Dr. Ute Hillmer
Benefit: Free Shipping
For whatever reason, a free shipping offer that saves a customer €5 is more appealing to many than a discount that cuts the purchase price by €8.
http://conversionxl.com/
2016 Dr. Ute Hillmer
Benefit: Time Saving/ Easy to BuyWe want ways to get our products faster. #1 having stuff buy regularly delivered to where you need it on a subscription basis.
2016 Dr. Ute Hillmer
Benefit: Time Saving/ Easy to Buy
#2 through product recommendation engines
http://conversionxl.com/
2016 Dr. Ute Hillmer
Benefit: Range of Products
Selection matters:You should have enough inventory to satisfy your customers demands.
Torrid:“we have good looking stuff, probably in your size” which for the plus size market, is important.
http://conversionxl.com/
2016 Dr. Ute Hillmer
Benefit: Peer Exchange – Community Building
Lean from others, exchange experience and have a sense of community
http://conversionxl.com/
2016 Dr. Ute Hillmer
Benefits of Direct and Digital Marketing to Sellers
• Tool to build customer relationships• Low-cost, efficient, fast alternative to reach markets• Flexible• Access to buyers not reachable through other channels• Cost reductions from:– reduced time in customer service – online sales– reduced printing and distribution costs of mktg. material
• Measurability of Marketing Effectiveness 17-‐10
2016 Dr. Ute Hillmer
Benefits of digital marketing –The 5Ss
The 5 Ss of Internet marketing
Chaffey et al., Digital Marketing: Strategy, Implementation and Practice, 5th edition © Pearson Education Limited 2013
Sell more
Serve extra benefits
Speak 2 way
Save on Marketing
Sizzle
2016 Dr. Ute Hillmer
How can we categorize Digital Marketing?GoalsControllabilityTechnology
2016 Dr. Ute Hillmer
Goals to be achieved in Marketing
Information Goals
Image Goals
EconomicGoals
Improved customer insightPresentation as a market
leaderAwareness, visits,
registrations, sales…
Improved productinsight
Presentation as innovation leader
Customer loyalty and-penetration
Generation of ideasPresentation as a Good
Citizen Sales and recommendations
… …Cost reduction
2016 Dr. Ute Hillmer
Key Online Media Types by Controllability
Chaffey et al., Digital Marketing: Strategy, Implementation and Practice, 5th edition © Pearson Education Limited 2013
2016 Dr. Ute Hillmer
Key Online Media Types by Digital Architecture
Source: modified after Storymaker
WEB-SITE
Micro-Site
Online-PR
PUSH/PULL
News-letter
Custom
er
WEB-SITE
Communication Channel
Corporate Hosting
2016 Dr. Ute Hillmer
Applications of Digital Marketing• Transactional e-
commerce site• Services-
oriented/relationship building
• Brand Building site• Portal or media site• Social network or media
site• Freemium service sites
Note that these types overlap!
2016 Dr. Ute Hillmer
Applications of Digital Marketing• An advertising medium • A direct-response medium • A platform for sales transactions • A lead-generation method • A distribution channel • A customer service mechanism • A relationship-building medium
2016 Dr. Ute Hillmer
Channels require an Integrated Digital Marketing Strategy
Chaffey et al., Digital Marketing: Strategy, Implementation and Practice
2016 Dr. Ute Hillmer
Task:What Components and Forms of Digital Marketing do you know? Collect them
and Circle where you have personal experience
2016 Dr. Ute Hillmer
Forms and Components of „Digital Marketing“Company WebsiteGoogle AdwordsPPC AdvertisingPress ReleasesSearch Engine MarketingSearch Engine OptimizationKeyword ResearchLanding PagesBloggingContent MarketingLead Capture FormsSocial Media Marketing
FacebookTwitterGoogle+LinkedInInstagramPinterestWhatsAppSnapchatCopywritingeCommerceWebDesignMobile ResponsiveAffiliate Marketing
AutorespondersEMail-MarketingVideo-MarketingCRM SystemsDisplay AdsBanner AdsPodcastingGraphics designText Message MarketingRetargetingSite Programming…
2016 Dr. Ute Hillmer
The
Digital Toolbox
2016 Dr. Ute Hillmer
How to use Digital Media in Marketing
2016 Dr. Ute Hillmer
The Social Media Toolbox
Slide by Solis + Thomas
Choose your channels wisely!
2016 Dr. Ute Hillmer
Types of Social Media Interactionby Source
Existing Social Media(Facebook, Xing, Twitter,
Linkedin, etc.)
Corporate Social ContentCorporate Blogs, Forums,
branded / unbranded Social Networks, etc.)
Customer-facingemployee
Monitoring / Data Mining
Market-triggered social interactions
Business-triggered social interactions
Social Marketing
SocialSales
Social Service
Questions &complaints
MarketInformation
CustomerPreferences
(outside-to-outside)
(inside-to-outsideinside-to-inside)
Market
Marketing Sales Service
Socially-enabledMarketing
Socially-enabledSales
Socially-enabledService
F&E
Socially-enabledF&E
based on Cipriani 2009
WEB-SITE
Micro-Site
2016 Dr. Ute Hillmer
Types of Social Media Interactionby Purpose
Marketing Sales Service/Support
Social MarketingInsight
Social SalesInsight
Social Support Insight
Innovation
Social InnovationInsight
Rapid SocialMarketing Response
Rapid Social Sales Response
Rapid Social Support Response
CrowedsourcedF&E
Social EventManagement
Socially-enabledService
Social Campaign Tracking
Sales Referal
Proactive LeadGenerierung
2016 Dr. Ute Hillmer
The Corporate Website: „Center Stage“
2016 Dr. Ute Hillmer
The Corporate Website: „Center Stage“
2016 Dr. Ute Hillmer
The Corporate Webseite: Vendors
2016 Dr. Ute Hillmer
The Corporate Website: „Center Stage“
2016 Dr. Ute Hillmer
The Corporate Website
• Company controls the content and the design• Company can backlink all media channels to the
site• One stop overview, monitor and archive• Low cost professional site with Open Source tools
like Wordpress und Joomla, templates, plug-ins und RSS feeds.
2016 Dr. Ute Hillmer
The Corporate Website
• Company must manage and maintain the site including its layout and design, content, tech. support and its URL(s)
• Corporate Websites are usually seen as push marketing
• Cost and time intensive
2016 Dr. Ute Hillmer
The Corporate Blog todayblog.daimler.de
2016 Dr. Ute Hillmer
The Corporate Blog yesterdayblog.daimler.de
2016 Dr. Ute Hillmer
Dell Blogs Blogs, Forums
2016 Dr. Ute Hillmer
TechCenter Blog, Chat, Community
2016 Dr. Ute Hillmer
Dell Shares Investor Relations
2016 Dr. Ute Hillmer
Types of Social Media Interactionby Purpose
Marketing Sales Service/Support
Social MarketingInsight
Social SalesInsight
Social Support Insight
Innovation
Social InnovationInsight
Rapid SocialMarketing Response
Rapid Social Sales Response
Rapid Social
Support Response
Crowedsourced
F&E
Social EventManagement
Socially-‐enabledService
Social Campaign Tracking
Sales Referal
Proactive LeadGenerierung
CRM = Customer Relationship Management
2016 Dr. Ute Hillmer
The Corporate BlogTypes of Social Media Interaction
Marketing Sales Service/Support
Social MarketingInsight
Social SalesInsight
Social Support Insight
Innovation
Social InnovationInsight
Rapid SocialMarketing Response
Rapid Social Sales Response
Rapid Social
Support Response
Crowedsourced
F&E
Social EventManagement
Sales Referal Socially-‐enabledService
Social Campaign Tracking
Proactive LeadGenerierung
2016 Dr. Ute Hillmer
The Corporate Blog• You can show that you know a lot about a topic• You are easily found by search engines (search engines follow
backlinks; a good article easily generates 10-50 backlinks in a few days)
• It is free for the customer and free media for you as a vendor
• You can segment your target market nicely• It can be the starting point for new content, hosts
conversations, can provide context for news• It can be a starting point for personal brands• Small companies can get to the top of search engine
rankings
2016 Dr. Ute Hillmer
The Corporate Blog
• Frequency is a must è time consuming• You are not credible in a “controlled” bog• You don’t control what is said in an open employee
blog• Generating relevant and interesting content on a
frequent basis is not easy
2016 Dr. Ute Hillmer
The Corporate BlogMake some rules.
http://www.ibm.com/blogs/zz/en/guidelines.html
Empower all employees… they are the brand.
• Behave professionally and ethically.• Take personal responsibility.• Include a disclaimer: your opinions are yours, not IBM’s.• Don’t pick fights.
“Use social media as a means to expose IBM’s experts—and expertise—to the world.”
Adam ChristensenManager, Social Media Communications
2016 Dr. Ute Hillmer
Social Networks
2016 Dr. Ute Hillmer
How Social Networks workThink of Social Networks as a sports club!
2016 Dr. Ute Hillmer
How Social Networks work 2• Voluntary active or passive membership• Special areas of interests• One communicates where one has something to say (or
not), has an opinion, answers questions, asks questions, …• If one is open, friendly and nice, friendships will develop
that value ones expertise and opinion• Once one has built a reputation, it will be accepted, even
appreciated if one recommends and hints one ones products and services, online shop, other products…
2016 Dr. Ute Hillmer
How Social Networks work 3Friends are easily found, one links up, meets, networks, …and own expertise distributes …
2016 Dr. Ute Hillmer
Dell on Facebook Community
2016 Dr. Ute Hillmer
Dell on Facebook Ratings
2016 Dr. Ute Hillmer
Dell on Google +
2016 Dr. Ute Hillmer
Festool on Facebook
2016 Dr. Ute Hillmer
Festools: Brandscouts
2016 Dr. Ute Hillmer
Festools: Brandscouts gesteuert
2016 Dr. Ute Hillmer
Dialog MarketingFrage: Würdet Ihr Eure Festool Werkzeuge anderen Personen ausleihen?
2016 Dr. Ute Hillmer
Dialog MarketingUser Support
2016 Dr. Ute Hillmer
Dialog MarketingComplaints
2016 Dr. Ute Hillmer
Dialog MarketingProduct Comparison
28 Kommentare später …
2016 Dr. Ute Hillmer
Service CommunicationDialog Marketing
2016 Dr. Ute Hillmer
PrideDialog Marketing
2016 Dr. Ute Hillmer
Festool on Facebook Development of Fans
Mär 10
Apr 1
0Mai 10
Jun 10
Jul 10
Aug 1
0Sep 10
Okt 1
0No
v 10
Dez 1
0Jan 11
Feb 11
Mär 11
Apr 1
1Mai 11
Jun 11
Jul 11
Aug 1
1Sep 11
Okt 1
1No
v 11
Dez 1
1Jan 12
Feb 12
Mär 12
Apr 1
2Mai 12
Jun 12
Entwicklung Facebook Fans
curtsey of Klaus Danner, Manager Customer Communications
2016 Dr. Ute Hillmer
Social Networks
• Direct customer communication• Largest social Network • Many forms of interaction• Entertainment• Full display of many media
formats (pictures, movies, games, ...)
• Cool ideas result in huge reach• Personal reputation
management• Facebook statistics
• Efficient marketing tool• Gives companies “a face”
or “faces”• Connectable with twitter,
Google+, linkedin…• Mobile app• Location updates• Many apps enlarge
functionality
2016 Dr. Ute Hillmer
Social Networks
• Uncontrolled environment for employees
• Time-consuming• Less exciting products
can have a hard time gaining recognition
• Requires high frequency of relevant content generation
• Privacy problems– Like button (documenting all
activity on the website)– Open FB tab in Browser– Apps can result in spam
• Hard to separate private and business
• FB can change the rules as they like (free service)
Practice
2016 Dr. Ute Hillmer
Business Oriented Social Networks• More serious environments,
no personal content• Suitable for personal business
profile pages• Customer + recruiter research• Personal reputation
management• Business oriented groups• Business contact initiation and
management
• Increasingly commercial + spam
• Time consuming• Not all audiences are in
these networks• Often regional
2016 Dr. Ute Hillmer
Enterprise Networks (ESN)
• an internal workplace that streamlines communication among co-workers (Mashable)
• Enterprise social networks will become the primary communication channels for noticing, deciding or acting on information relevant to carrying out work. (Gartner)
• Offer a variety of communication functionalities and media forms
2016 Dr. Ute Hillmer
Enterprise Social Networks
• Community approach• One place for (almost) all
communication• give employees a sense of
online community• help forge connections between
departments, especially within larger corporations
• Multimedia repository
• Increasingly commercial + spam
• Time consuming• Not all audiences are in
these networks• Often regional
2016 Dr. Ute Hillmer
Content Sharing Platforms
• Online Communities for archiving and sharing content such as:– Photographs and images– Videos– Audios– Presentations
2016 Dr. Ute Hillmer
Supplemented by a Digital Architecture
WEB-SITE
Micro-Site
Online-PR
ONLINEPR
PUSH/PULL
Source: Storymaker
News-letter
Communication Channel Corporate Hosting
2016 Dr. Ute Hillmer
Dell on YouTube
2016 Dr. Ute Hillmer
Festtool on Youtube
2016 Dr. Ute Hillmer
Content Sharing Platforms§ Easy way to display,
archive and share§ No need for own
infrastructure and storage
§ Possible real time reporting of events
§ Products / content is ranked by audience
• Copyright problems• Free data upload or
information spread is limited
• No quality control of content and material
2016 Dr. Ute Hillmer
Crowd Sourcing / Open Innovation
2016 Dr. Ute Hillmer
IdeaStorm Open Innovation Platform
19.12.2011
2016 Dr. Ute Hillmer
Dell Shop eCommerce with Social Content
2016 Dr. Ute Hillmer
Festool – Dealer Partnerships
2016 Dr. Ute Hillmer
Recommendation Platforms
• bad products are exposed
• Here users share experiences, perceptions and recommendations about products, services and organizations . Sometimes detailed discussions can evolve..
• Products are ranked by audience
• credibility• good products are usually
ranked positively
2016 Dr. Ute Hillmer
Microblogging
2016 Dr. Ute Hillmer
Microblogging is a form of blogging that allows users to send brief text updates (or micromediasuch as photos or audio clips) and publish them. These messages can be submitted by a variety of means like text messaging, instant messaging, E-mail, digital audio or the web. (Wikipedia)
2016 Dr. Ute Hillmer
Dell on Twitter
2016 Dr. Ute Hillmer
DellOutlet Twitter as an Outletstore
2016 Dr. Ute Hillmer
DellOutlet Germany Twitter as an Outlet store
2016 Dr. Ute Hillmer
DellOutlet China Twitter as an Outletstore
2016 Dr. Ute Hillmer
Werkzeuge für höchste AnsprücheFestool on Twitter
curtsey of Klaus Danner, Manager Customer Communications
2016 Dr. Ute Hillmer
Werkzeuge für höchste AnsprücheFestool on Twitter twitter.com/festool
2.854 Follower 7/15978 Follower 7/12
2016 Dr. Ute Hillmer
DellCares Twitter as a Support Channel
2016 Dr. Ute Hillmer
Tools for the toughest demandsFesttool on Twitter ausgewählte Follower
curtsey of Klaus Danne, Manager Customer Communications
2016 Dr. Ute Hillmer
Twitter• Mobile• real time• fast• cheap• real-time market research• advertising allowed• direct customer contact• great monitoring tool (alternative
clients, e.g. tritterdeck)• interest based, not friendship
based• global• multimedia
• only short messages (Twitter 140 characters)
• short lifetime of tweets• a lot of meaningless information
in twitter sphere• difficult to measure• spam / unpleasant followers
possible• fast media for fast + easy
mistakes
2016 Dr. Ute Hillmer
Mobile Messaging• WhatsApp: a cross-platform instant messaging application
that allows users to exchange text, image, video and audio messages for free. It is especially popular with end users to do international text messaging and phone calls. In addition to basic messaging, it provides group chat, phone service + location sharing options. Recently, first business information messages get distributed, e.g. trading & currency information.
• Snapchat: add captions, drawings and filters to photos and videos (also known as "snaps"). Unlike other messaging apps, you can view snaps for a maximum of 10 seconds, and then it's gone for good. Anything shared through the service self-destructs, leaving no evidence that it existed.
2016 Dr. Ute Hillmer
Types of Social Media Interactionby Source
Existing Social Media(Facebook, Xing, Twitter,
Linkedin, etc.)
Corporate Social ContentCorporate Blogs, Forums,
branded / unbranded Social Networks, etc.)
Customer-‐facingemployee
Monitoring / Data Mining
Market-‐triggered social
interactions
Business-‐triggered social
interactions
Social Marketing
SocialSales
Social Service
Questions &complaints
MarketInformation
CustomerPreferences
(outside-‐to-‐outside)
(inside-‐to-‐outsideinside-‐to-‐inside)
Market
Marketing Sales Service
Socially-‐enabledMarketing
Socially-‐enabledSales
Socially-‐enabledService
F&E
Socially-‐enabledF&E
based on Cipriani 2009
WEB-SITE
Micro-Site
2016 Dr. Ute Hillmer
Areas of Action in Social CRM
Marketing Sales Service/Support
Social MarketingInsight
Social SalesInsight
Social Support Insight
Innovation
Social InnovationInsight
Rapid SocialMarketing Response
Rapid Social Sales Response
Rapid Social
Support Response
Crowedsourced
F&E
Social EventManagement
Socially-‐enabledService
Social Campaign Tracking
based on Altimeter Group 2010
Sales Referal
Proactive LeadGenerierung
2016 Dr. Ute Hillmer
Starting point for Social Customer Relationship Management
Marketing Sales Service/Support
Social MarketingInsight
Social SalesInsight
Social Support Insight
Innovation
Social InnovationInsight
Rapid SocialMarketing Response
Rapid Social Sales Response
Rapid Social
Support Response
Crowedsourced
F&E
Social EventManagement
Socially-‐enabledService
Social Campaign Tracking
based on Altimeter Group 2010
Sales Referal
Proactive LeadGenerierung
2016 Dr. Ute Hillmer
Social Media Monitoring Remember: They talk about you!• They do it with or without you … you should steer the
direction best you can!• Dell Hell was a showcase starting point in 2005
19.12.2011
2016 Dr. Ute Hillmer
Why Social Media Monitoring? Customer Service and Support, CRM
Identify and address core customer needsSales adviceSetup / integration supportRuntime support
Customers help customersIdentify and bond with advocatesIdentify and utilize star experts Reduce support cost
19.12.2011
2016 Dr. Ute Hillmer
Social Media MonitoringIssue Management
What expectations do different stakeholders hold?
Identify areas with potential for conflict early and address them proactively (before the broader public gets aware)
Identify, monitor and construct actions to manage/reduce/neutralize stakeholder discrepancy of expectations.Develop an “early warning system”
19.12.2011
2016 Dr. Ute Hillmer
Evolution in CRMTransaction- and process orientedTechnology enabled customer processes in order to support and organize sales-, marketing and support activities (Shaw)
Eigenes Unternehmen
KonkurrenzSupplier / Partner
Kunde Kunde
KundeKunde
Kunde Kunde
Kunde
CRM 1.0
Eigenes Unternehmen
KonkurrenzSupplier / Partner
Kunde Kunde
KundeKunde
Kunde Kunde
Kunde
Kunde Kunde
Kunde Kunde
Kunde Kunde
CRM 2.0
Conversation- and process orientedInvolving customers for better customer insight, trust building, building brand loyalty, problem recognition and customer segmentation.
More customer insight through his network connections and communities.
2016 Dr. Ute Hillmer
Dell „Social Media Listening Command Center“Objective§ Inform: customer feedback in real time§ Listen and act: recognize alarm signals
early and act upon them§ Ensure effective + appropriate
customer interaction§ Support: Information + support for the
influencers and communities with influence online
Target§ all relevant departments§ customers and prospects§ communities / influencer
SM Strategy§ control center
Check out:Google Analytics, Klout Score; Hotsuite
2016 Dr. Ute Hillmer
Hands on
2016 Dr. Ute Hillmer
Task:Discover Online Marketing Strategies and their DifferencesDiscuss how companies use direct, online, social media and mobile marketing to reach their desired outcome
17-‐4
2016 Dr. Ute Hillmer
Investigate Digital Marketing Strategies (Team Size 4)
Investigate two example of this list:• Transactional e-commerce site
– Amazon, Dell, Mymuesly.com, Apo-rot.de, e-bay, Audible
• Services-oriented/relationship building– Daimler Trucks, Festools.de, Accenture, British Gas, Salesforce, IBM, Bosch, Zeiss Camera Lenses,
Sage.com, Krones.de, Dell.com, Avira, your company
• Brand Building site– Nestle, Guinness, Coca-Cola, Litago.no, Tango, your favourite brand? …
Investigate one example of this list:• Portal or media site
– Yahoo!, Bing, Silicon.com, wall street journal, …
• Social network or media site– Xing, LinkedIn, Facebook, Twitter, …
• Freemium service sites– Evernote, Spotify, Feedly,
Teams of 4, 60 Minutes, investigate
and in 5 Min: 1. explain in a few
words what the focus of their strategy is2. show us 2 best practices you liked
2016 Dr. Ute Hillmer
Hands on Exploitation (Team Size 4)
What comes across as their Value Proposition?Who seems to be their Ideal Customer?In what channels are they present?
• Why are they there? What is their goal?• Who is their ideal customer in this activity? (their #1 target)• What media channels do they use? Explain why you think they use
them.• Do they do cross media activities? a 360° approach• Evaluate: Do they achieve their goal? What do they do well, what
should be improved?• Show us an examples of what they do especially good or really bad
(“teach us”)
we’ll discuss Digital Media while you work and present
Teams of 4, 60 Minutes, investigate
and in 5 Min: 1. explain in a few
words what the focus of their strategy is2. show us 2 best practices you liked
2016 Dr. Ute Hillmer
Lead Generation Online: The Digital Launch Process
2016 Dr. Ute Hillmer
Key Campaign Planning Issues• The Goal– which specific goals should be set for online campaigns
and how do we measure success?
• The Reach– How to get traffic
• The Response– What response mechanisms will be most effective?
2016 Dr. Ute Hillmer
Campaigns are Not New
2016 Dr. Ute Hillmer
Digital Campaign Communication Flow
• One-to-one• One-to-manywith and without the Internet
Chaffey et al., Digital Marketing: Strategy, Implementation and Practice
2016 Dr. Ute Hillmer
Product / Project Launch Campaign
Source: Myrco Thum
2016 Dr. Ute Hillmer
Product Launch Formula
http://productlaunchformula.com/sideways-video/
2016 Dr. Ute Hillmer
Mental Triggers
• Community• Anticipation • Authority• Reciprocity• Social Proof• Scarcity• Conversation
• Trust• Events/Rituals• Likability• Commitment
2016 Dr. Ute Hillmer
The
TrendsImage by Conversion XL
2016 Dr. Ute Hillmer
Figure 1.12 Evolution of web technologiesSource: Adapted from Spivack (2007)
2016 Dr. Ute Hillmer
A Starting Point: Intelligent Personal Agents Nov. 2015
TNW News Nov 3, 2015
2016 Dr. Ute Hillmer
Campaign Characteristics Offline-Online
Chaffey et al., Digital Marketing: Strategy, Implementation and Practice
2016 Dr. Ute Hillmer
2016 Dr. Ute Hillmer
Dankeschön!