5. engaging with online audience ram.pptx
TRANSCRIPT
Engage with online AudienceRamanathan Solayappan18th Jan 2017
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“Customers are assets to be cared for and Nurtured”
Jeanne BlissAuthor of Chief Customs Officer
“To get customers, you need to go from heart to brain to the wallet
Gary Vaynerchuk
Entrepreneur, social Media Influencer
“Find a way to be personal with your customers and connect with them on human level”
Andrew ReidFounder, Vision Critical
Definition: Customer Engagement
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Customer engagement marketing is a unique marketing strategy that delivers strategic, relevant,
and personalized messages in a timely fashion to potential or current customers.
“Turning on a prospect to a brand idea enhanced by the surrounding context” – Advertising Research Foundation
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Why Engage?
Buyer Centric Choices Build BrandLoyalty
OfflineCustomer
EngagementOnline
Omnichannel Customer
Engagement/ Experience
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Ads
Website
Live chat Social Media
Blog Listing platforms
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BUYMarket & Sell
OWNSupport & Serve
NEED RECEIVE
USERESEARCH
SELECT MAINTAIN
PURCHASE RECOMMEND
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3 7
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Customer Life Journey
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Content
AccurateUse Visuals
Up to DateBrief
Relevant
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Offer Ways to Interact and
ask questions
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Reply to queries/messages
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More than 67% of businesses lose out on opportunities because either they don’t reply or don’t reply in time 67%
Ask Feedback
81%
Do research online before purchasing
87%
Drop off after reading negative reviews
91%
Purchase after reading positive reviews
Source: econsultancy
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79% of businesses ignored negative
reviews
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Source: hongkiat.com
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BuildCommunity
Give platform for your like minded customers to share and get additional information
Share Exclusive Offers
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Hold contests
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Thank You