Talk to Me Like You Know Me - Leveraging customer insights
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1 ‘Talk to Me Like You Know Me’ Leveraging customer insights to personalize web & email conversations MAY 18, 2012
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The second in the inSparq Social Commerce Accelerator Series, SailThru discusses personalizing web & email conversations to keep customers engaged with your company. Along with Cassie Lancelloti-Young from High Table, Michae Hershfield, VP of Strategic Partnerships, presents his findings of the relevance of email marketing.
Transcript of Talk to Me Like You Know Me - Leveraging customer insights
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‘Talk to Me Like You Know Me’Leveraging customer insights to personalize web & email conversations
MAY 18, 2012
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What is SailThru?Sailthru provides next generation technology that significantly increases customer engagement and loyalty by focusing on the individual – across platforms.
Leading publishers and eCommerce companies use Sailthru because our solutions yield better results, are reliable, flexible and fully automated.
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Our Clients
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Our SolutionsCustomer Insights & Analytics. Collect interest and behavioral profiles at the individual level. We help you analyze data including engagement, geolocation, devices used, pages read, product and topic interests, or purchases made.
Cross-Platform Personalization. 100% behaviorally targeted email and onsite recommendations. We match your content with each user’s unique interests, and can send real-time messages specifically tailored to them in seconds.
Automation. You create the content; our system does the rest. It selects the right offer based on each user’s interests, provides fresh content to users, decides in what order to send the messages, and more.
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EmailUSER 1
USER 2
USER 3
One send. Custom content for each user.
• Content populates at time of send.
• Dynamic segments update as users’ behaviors change.
• Automated list send prioritization based on user engagement to increase deliverability
• Direct ISP relationships.
• Industry-leading send times
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Customizable recommendation design.
• Elegant slider bar.
• Full or partially personalized "Your News" web pages.
• Only displays content not yet consumed.
On-Site Recommendations
Click Rate Over TimePersonalized Overall Non-Personalized
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We have a proven track record of increasing engagement and customer lifetime value because we use the power of automation to focus on the individual user.
Our clients commonly see:
Results
8xExtension incustomer lifetime value
3-5xIncrease in openand click rates
200%Increase in pageviews
12.3%Increase inrevenue per user
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Email & Social Commerce: getting down to relevance
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Email was the original social channel.
and…
It’s still alive.
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Social
List BuildingFan Building
Content Sharing
In fact, it makes social media (and commerce) more effective.
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Social
List Buildin
g
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Social
FanBuildin
g
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Social
Content
Sharing
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So What’s Missing?
Social
???
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Engagement
The half life of a...• Tweet 2.8
hrs• Facebook 3.2
hrs• Email 3.4 hrs
Social
Engage
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Purchase
Share
Focus on the drivers…
RELEVANCE
ENGAGEMENT
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Know Your Users…
DATA is key to engaging your customers in a scalable way:
COLLECT IT at the individual level
LINK IT across channels
ACTION IT in real time
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Respect Your Users…
LISTEN to where and when they respond to you
TRANSLATE it into meaningful actions
RESPOND to each individual appropriately
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Use All Channels…
TREAT customers holistically by talking with them across
channels.
LEVERAGE email, website, mobile and social together
GIVE them a reason to come back
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Give Them Fresh Content…Newsletter Homepage
Recommendations
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Make every message count to every individual across digital channels.
