the digital marketing trifecta
TRANSCRIPT
Moderator
Don DavisEditor-in-ChiefInternet Retailer
Panelist
Dave Walters Product Evangelist Silverpop
Panelist
Bob EgnerVP, Product ManagementEPiServer
Sponsored by:
Note: All other retail sales excludes auto dealers, gasoline stations and fuel dealers, and restaurants and bars.
-5%
0%
5%
10%
15%
20%
25%
30% 27%25%24%
20%
3% 2%
16%15%16%17%
6% 5% 5%3%
0%
-3%
2%4% 4% 4%
Growth in e-commerce
Growth in non-e-commerce retail
Annual growth rate 2004-2013,e-commerce versus retail spending*
Source: U.S. Commerce Dept., Internet Retailer
The web has been growing faster than stores….
Stores account forless than 90% of retail sales
2012 20136.0%
7.0%
8.0%
9.0%
7.3%
8.6%
Online as % of ad-justed retail sales
2012 20134.5%
5.0%
5.5%
6.0%
5.2%
5.8%
Online as % of total retail sales
Counting other non-store sales (door to door, phone and mail order), storesaccounted for 86.6% of U.S. retail sales in 2013.
Sources: U.S. Department of Commerce, 2014 Top 500 Guide
Mobile commerce soars• Mobile devices accounted for
23.1% of online retail sales over four-day Thanksgiving weekend: tablets 15.7%,smartphones 7.4%.Source: IBM
• Mobile commerce sales grew 80% on Cyber Monday over the same day last year.Source: Adobe
Mobile devices account for more than half of time on retail web sites
44%
11%
45%
Percentage of time on retail web sites
SmartphoneTabletPC
Source: comScore Inc.
More time online
Where e-retailers are investing
Mobile optimization
Omnichannel integration
Retargeting
Personalization & targeting
Testing
0% 5% 10%
15%
20%
25%
30%
35%
40%
45%
42%
30%
28%
27%
27%
Retailers planning significant in-vestments in 2014
Source: The E-tailing Group
B2B e-commerce grows
B2B B2C$0
$200
$400
$600 559
263
B2B versus B2C e-commerce 2013 (in billions of dollars)
Sources: Forrester Research, U.S. Department of Commerce
B2B investment priorities• 50% of B2B online sellers plan to upgrade their current e-commerce technology by 2015, compared to 12% of business-to-consumers online sellers.
• 52% cite as priorities web content management tools and 44% product content management tools.
Source: Forrester Research, fall 2014 survey
The Digital Trifecta
Digital Commerce
Web Content Management
Marketing Automation
Consider the persona and their journey
Consider the persona and their journey
Great digital experience =Anticipating visitors’ next step andpresenting it at the right moment in the right channel
Sent
Delivered
Opened
Clicked
Product Views
Cart Additions
Checkouts
Orders
Revenue
Units
The power of browse
Volume versus conversion
Conversion
Shoes
HimHer
Cart Abandonment• Low volume• High conversion
Browse & Process Abandonment• High volume• Lower conversion
{
{
Browse-driven creative
2.2% conv. rate versus
1.6% for broadcast emails
Browse-driven creative x 8 categories
The ideal mixProgram Open Rate Conversion Rate Number of
Emails
Broadcast 18.1% 1.6% 20,400,000
Purchase Confirm
-- 2.4% 398,000
Welcome 34.4% 1.4% 149,000
Browse Remarket
41.8% 2.2% 90,000
Cart Abandon 27.9% 23.1% 11,500
SKU Notify -- 23.9% 8,000
1. Reusable content2. Structured content3. Presentation-independent content4. Meaningful metadata5. Usable content management
Karen McGraneContent Strategy for Mobile
Create Once Publish Everywhere (COPE)
Brad FrostAtomic Design
Create Once Publish Everywhere (COPE)
• Catalog and Content broken into small blocks
• Responsive blocks can render for small or large screens
• Layout allows blocks to adapt to visitor
Brad FrostAtomic Design
Create Once Publish Everywhere (COPE)
Constructed narrative aids research
1. Product Presentation
Constructed narrative aids research
1. Product Presentation
2. Product Description
3. Tech Specs
Constructed narrative aids research
1. Product Presentation
2. Product Description
3. Tech Specs
4. Related Products
Constructed narrative aids research
1. Product Presentation
2. Product Description
3. Tech Specs
4. Related Products
5. Club member reviews
Results
ExploreIn store
Dig deepAt home Purchase
Wherever
Results
ExploreIn store
Dig deepAt home Purchase
Wherever88% increase in cart size92% increase on mobile conversions76% increase in average time spent on page
As measured during the 50 days before and after launch
MarketingAutomation
Web ContentManagement
eCommerce
Digital Ecosystem
MarketingAutomation
Web ContentManagement
eCommerce
Digital Ecosystem
MarketingAutomation
Web ContentManagement
eCommerce
Digital Ecosystem
Manage catalog
Merchandise products
Promote offers
Sell and fulfill orders
Create, layout content
Land traffic
Guide to conversion
Develop profiles
Create, manage rules
Reach out to activate
MarketingAutomation
Web ContentManagement
eCommerce
Digital Ecosystem
Manage catalog
Merchandise products
Promote offers
Sell and fulfill orders
Create, layout content
Land traffic
Guide to conversion
Develop profiles
Create, manage rules
Reach out to activate
Desktop One Web Mobile Social Mail
MarketingAutomation
Web ContentManagement
eCommerce
Digital Ecosystem
CRM
ERP Analytics
Order Mgmt
DAM
Profile
Digital Ecosystem
ContentCatalog
MarketingAutomation
Web ContentManagement
eCommerce
Digital Ecosystem
ProfileContentCatalog
Desktop One Web Mobile Social Mail
The Behavioral Platform
Single Identity
Behaviors
Marketing Database
Interaction Engine
Automation
Multi-channel
How it works
ProfileContentCatalog
• Products, Promotions
• Messages
• Behaviors
How it works
ProfileContentCatalog
• Products, Promotions
• Messages
• Behaviors
• Segments
• Preferences
• Traffic
How it works
ProfileContentCatalog
Desktop One Web Mobile Social Mail
Common cases
Scenario CommerceAction
ContentAction
ProfileAction
Content merchandising
Merchandise products inline with content
Personalized content based on journey
Deliver relevant content through any channel
Abandon cart email
Cart/product for specific visitor
Call to action at next touch point
Out of band prompt
Profile enrichment Personalized merchandising
Personalized content
Advanced segmentation
• Enriched visitor profile
strengthens customer
relationship
• Combined technology makes
great experiences simple
• Focused on usability
• See the Solution in action at IRCE
Key Takeaways
Questions?