Standing out from the Crowd with GigCX
Transcript of Standing out from the Crowd with GigCX
Standing out from the Crowd with GigCX
Find out how influencer marketing & asynchronous messaging can help you win the busiest eCommerce holiday season ever, and beyond
Agenda
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Welcome and scene settingMike Havard, Founding Director – Ember Group
Introduction to Limitless, GigCX, & CrowdAdviseRoger Beadle, CEO & Co-founder – Limitless Technology
The 2020 Marketing Landscape Keith Weed - Former CMO Unilever, Forbes ‘Most Influential Marketer ‘17, ‘18 and ‘19
Untapped Asynchronous MessagingGabe Reilly, Creative Product Lead - Facebook
A brief summaryRoger Beadle, CEO & Co-founder – Limitless Technology
Closing Remarks and Q&AMike Havard, Founding Director – Ember Group
Gabe Reilly
Mike has over 25 years in customermanagement strategy and operationaldelivery and is well known through theindustry as a leading authority onstrategic and operational innovation.
Creative Product Lead, Emerging Platforms
Keith WeedFormer CMO Unilever, Forbes ‘Most
Influential Marketer ‘17, ‘18 and ’19 and Board Director at WPP and Sainsbury’s.
Mike Havard
Founding Director
Roger Beadle
Co-Founder & CEO
Roger is co-founder of Limitless who aretransforming CX by enabling brands to crowdsource customer support to expert productusers with a real love and affinity for thebrands they support. Enabling Experts towork on their own terms and brands to tapinto an on-demand labour pool.
Gabe is a creative strategist andproduct lead who is focusing onenabling businesses to leveragemessaging and other new channelsacross Facebook, WhatsApp andInstagram to improve customerservice, engagement and conversions.
Keith is one of the world’s most influentialand successful marketers in the world. Hehas a deep understanding the ways in whichtechnology is transforming marketing andbrands in a rapidly changing world – fromdigital and data to content creation andsustainability.
What is GigCX?
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GigCX is the term used for deploying a gig-based crowd of people to provide customer service and guidance along the customer journey
Organisations can route their customer enquiries securely from their own systems, through the Limitless SmartCrowd platform which distributes them to a crowd of knowledgeable gig experts who can answer questions for the brands they love
How CrowdAdvise worksA seamless Facebook or Instagram with an Expert experience
Targeted
audience see
Click-to-
Messenger
Ads (Feed,
Stories,
Carrousel,
etc.) on
Facebook or
Prospects
are invited
to chat with
your crowd
of qualified
Experts
(Advocates)
via
Messenger
experience
Messenger
integration
enables
questions to
be pushed
to the
Limitless
platform
Experts
respond to
questions so
prospects
can see the
responses in
Messenger
and rate their
experience
Experts
earn money
for
successfully
answering
prospects’
questions -
NOT sales
All data and
insights are
returned to
your CRM
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The 2020 Marketing Landscape
Getting to the future first:the trend is your friend
Keith Weed
Former CMO Unilever, Forbes ‘Most
Influential Marketer ‘17, ‘18 and ’19 and
Board Director at WPP and Sainsbury’s
2020 Digital & eCommerce
Shift
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70% of consumers do not plan on returning to stores
56% of Americans discovered at least one
form of online shopping that they want to
continue. 83% plan to keep purchasing
from an online store they found
Wells Fargo
The biggest eCommerce event in history
Black Friday and Cyber Monday sales are set to increase by 20% over 2019.
Adobe Analytics
Last year in the UK, 77% of Black Friday transactions were online
PWC
75% of U.S. shoppers said they will shop online more than they did in previous seasons.
Influencer marketing is
rapidly evolving
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COVID-19 has driven empathy and trust further – 83% want to see empathy from brands and 81% see trust in a brand as a deal-breaker
Edelman
96% think customer experience is improved when service is provided by a user who loves the brand
Limitless
82% of consumers are “highly likely” to follow a recommendation made by a micro–influencer.
Experticity
85% of consumers trust peer recommendations over brand advertising
Contevo
MESSAGES SENT EVERY DAY ACROSS MESSENGER, WHATSAPP AND INSTAGRAM
Source: Facebook internal data, April 2019.
100B
TOTAL MESSAGING INCREASED BY>50% COUNTRIES HIT HARDEST BY COVID-19
Source: Facebook data for ES, FR, IT, Mar 2020.
50%
I'd like to learn more
I'd like toexplore yourproducts
I'd like to buy it
I've got a question about mypurchase
Awareness Consideration Transaction Relationships
CONVERSATIONS HAPPEN THROUGHOUT THE CONSUMER JOURNEY
OF PEOPLE MESSAGE BUSINESSES THROUGHOUT THE PURCHASEPROCESS
Source: Facebook IQ “Motivations, Mindsets and Emotional Experiences in Messaging (vs. Feed)” by Sentient Decision Science (Facebook-commissioned survey of 8,156 people in BR, GB, IN and the US), Jun2018. Research refers to people surveyed who use a messaging app daily and have messaged a business in the past 3 months using one of their most commonly used apps.)
50%
BEEN A CREATIVE MEDIUM
MESSAGINGHASALWAYS
83%use GIFS
Online survey was conducted by Greenberg, Inc., from April 19 through May 3, 2017, and reached 2,255 respondents in the United States, 1,001 in the United Kingdom, 1,002 in Canada, 1,004 in Australia, 1,001 in Germany, 1,000 in Brazil, 1,001 in France, and 1,000 in South Korea. All respondents use one or several messaging applications monthly or morefrequently
use emoji use emoji
13-18 Year-olds 56-64 Year-olds
53%use GIFS
92% 77%
AWARENESSClick to MessengerAds
CONSIDERATIONMessengerExperience
SUBSCRIBEMessengerWebview
Sun Basket
Overview
Sun Basket
Results
19%point sales lift (basedon
Facebook Lift Study)
75%of prospects who entered
the experience from the
Creative Shop campaign
converted/subscribed
Summary
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New consumer demands
Skills and talent
Trust and empathyDigital boom
Highly flexible workforceHyper-personalisation
Generational Shift
What next?
https://www.limitlesstech.com/webinar-standing-out-from-crowd-gigcx/resources/
Thanks for listening!If you’d like to learn more about GigCX in general – download our 2020 Gig Customer Service Report athttps://www.limitlesstech.com/gig-customer-service-2020/