5. engaging with online audience ram.pptx

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