analytics for better digital communication
TRANSCRIPT
Analytics for better digital communication J. Boye Web & Intranet Conference 6-8 November 2012, Aarhus
People live in the real world
Not online_
Content effectiveness - in a
multichannel world_
Are we making the right decisions
online_?
Looks can be deceptive_
Online sales_
Online Sales
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Feeling good_
Sales Target
Online Sales
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Still feeling good_?
Sales Target
Online Sales
Offline Sales
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Dig deeper_
Customer Satisfaction
CSI Survey
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Oh no, failure_ Launch of new check-‐out flow
CSI Survey
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Hey! - wait a minute_
CSI Survey
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Hey! - wait a minute_
Positive
Negative
CSI Survey
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...procurement again_
Positive
Negative
CSI Survey
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Social media buzz: Company using child
labour in India
Channels, channels, channels
everywhere_
Data, data, data
everywhere_
Just to mention a few_
Website Call Center Store
Email Loyalty Cards Marketing
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Not all leads are created equally_
Scoring and targeting_
Scoring and targeting_
Marketing
Scoring and targeting_
Target and retarget
Scoring and targeting_
Guide and support
Scoring and targeting_
Build loyalty
Goodbyes are the hardest part_
Churn_
Current and life time value
Do we care?
Why willl they churn?
How to retain?
Will we succeed?
Likely to churn again?
Churn_
Current and life time value
Do we care?
Why willl they churn?
How to retain?
Will we succeed?
Likely to churn again?
Churn_
Current and life time value
Do we care?
Why willl they churn?
How to retain?
Will we succeed?
Likely to churn again?
Churn_
Current and life time value
Do we care?
Why willl they churn?
How to retain?
Will we succeed?
Likely to churn again?
Churn_
Current and life time value
Do we care?
Why willl they churn?
How to retain?
Will we succeed?
Likely to churn again?
Churn_
Current and life time value
Do we care?
Why willl they churn?
How to retain?
Will we succeed?
Likely to churn again?
