This document discusses seven trends disrupting consumer behavior: 1) moments mattering as opportunities for brand experiences, 2) the connected consumer through mobile devices, 3) the effect of ecommerce giants like Amazon, 4) the benefits of personalized content, 5) the collaborative sharing economy, 6) gaining intelligence through social media, and 7) humanizing automation through individualized messaging. It provides data points and examples to support each trend, advocating for applying social listening and personalization across marketing, sales, service, and more.
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39. 41% of consumers buy more
from brands who send
personalized emails based on
past buying behaviors.
Return Path
@kyleplacy / #CMREvolve
40.
41.
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43.
44.
45.
46.
47.
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49.
50. 12-25% increase in sales if
the transactional message
includes personalized
product recommendations.
Salesforce Marketing Cloud
@kyleplacy / #CMREvolve
74. “All told, they found that for every 1 percent
increase in the number of Airbnb bookings,
there is a .05 percent decrease in hotel
revenue”
Study by Boston University
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93. We must move from numbers
keeping score to numbers that
drive better actions.
David Walmsley
Head of Multichannel
Marks & Spencer
94. Meet Kyle
He’s the owner of a growing small business in
Boston.
As a father of 4 kids he’s very cost conscious
and drives or takes the train to most locations.
While a subscriber of T & H Client’s brandX
and brandY emails, he’s not a loyalty member.
95. An Upcoming Trip
Kyle has an upcoming trip in two weeks
to conference in Texas. He starts
searching on brandX.com for a hotel.
96.
97. Promo Email
Kyle receives a promo email from
brandX with special rates for the month.
The top three are close to his upcoming
trip in Texas so he clicks through and
books.
Email
Kyle, Check Out This Month’s Top Rates
From Portland to Portland we’ve got you covered.
From $84.15
Dallas, TX
Love Field
Get the most out of your next Dallas
business trip and book a room at our
brandX by T & H Client Dallas Love
Field hotel.…Read more
Book Now
From $101.15
Irving, TX
Las Colinas
brandX by T & H Client Dallas/Las
Colinas hotel, near Dallas Fort Worth
International Airport. Located off
Route 114…Read more
Book Now
From $101.99
Richardson, TX
Richardson
Nestled in the heart of th
Corridor north of downto
TX, the brandX by T & H
Richardson/Dallas…Rea
Book Now
98. Confirmation Email
Kyle receives his confirmation email
which invites him to enroll in T & H Client
Rewards.
Email
Welcome!
Your brandX by T & H Client Confirmation is below.
Name
T & H Client Rewards
Confirmation Number
Arrival Date
Departure Date
Check-In Time
Check-Out Time
brandX Love Field
650 N. Stemmons
Freeway, I-35E Exit
434A Empire Central,
Dallas, TX 75247 US
Kyle Thompson
Enroll Now
74589AH67DH
1/24/14
1/26/14
3:00 PM
11:00 AM
99. Welcome Series
Upon signing up for T & H Client
Rewards Kyle receives a series of 3
emails from the Welcome drip
campaign which aims to:
– Thank
– Educate about the program
– Incentivize to complete his
profile
Email
Welcome To T & H Client Rewards
Total Points; 0
Complete Your Profile
Free Bonus Points!
Tell us more about yourself and
receive bonus points towards
your next free stay.
100.
101. Browse Retarget Email
Kyle receives a browse retarget email that
evening which reminds him of the free
breakfast and wifi available at brandY.
As a result he books his stay.
Email
Your Parsippany Stay Awaits
Get a free, hot breakfast and WiFi at brandY
brandY Parsippany
949 Route 46,
Parsippany, NJ 07054 US
A warm bed, hot breakfast, and free
WiFi come standard when you stay at
brandY.
Book Now
104. Gets a notification…
Before retiring for the evening Kyle receives a
Push Notification reminding him of the free
breakfast in the morning.
105. Gets a notification…
After he leaves for his presentation in the
morning he receives a Push Notification asking if
he’d like to receive an email copy of his stay
receipt.
106. Email Receipt
After his stay Kyle receives an e-Receipt with a
partner offer to sign up for the T & H Client
Rewards Visa.
Inbox (1)
Your Recent Stay e-Receipt
E-Receipt
brandY
949 U.S. 46,
Parsippany, NJ
07054
Room
Arrival Date
Departure Date
Adult/Child
Room Rate
Rate Plan
T & H Client Rewards #
213
1/27/14
1/28/14
1/0
$59.00
LW-T
675930992
Stay Total $65.24
EARN POINTS TOWARDS
FREE NIGHTS
WITH T & H Client REWARDS VISA
107. Email Newsletter
Fast-forward 3 months Kyle receives his
monthly rewards newsletter and there is a
promotion for a trip finder. He has traveled a
lot and accumulated a lot of points and is
ready for a last minute vacation with the
family.
Email
T & H Client Rewards Newsletter
How will you use your rewards?
Total Points; 42,000
Want to find the perfect getaway?
Try our all new
TRIP FINDER
Start Now
108. Trip Finder
Kyle answers a series of questions which
helps the ExactTarget Customer Intelligence
engine determine the best trip for him.
T & H Clientrewards.com/tripfinder
Mon 3.31 PMWeb Browser
Find Your Perfect Trip
NextBack
How will you arrive at your destination?
o Drive
o Fly
109. Trip Finder
After he submits his answers T & H Client
displays the results.
Mon 3.31 PMWeb Browser
Your Perfect Trip Results
T & H Client Grand Resort - Walt Disney World
Orland, FL
Located in the heart of Orlando, Florida, enjoy
sophisticated charm and Mediterranean-inspired comfort
minutes from the area’s top theme parks, golf courses
and attractions. T & H Client Grand Orlando Resort is
surrounded by 500-acres of the stunning woodlands of
Bonnet Creek.
Book Now
T & H Clientrewards.com/tripfinder
110. On Vacation…
On day two at the pool he posts a picture of the
family enjoying the vacation.
He then receives a response from T & H Client
with an offer for free ice cream for the kids
during his stay
Facebook
Kyle Thompson
5 minutes ago
T & H Client Hotel Group
2 minutes ago
Glad you’re enjoying your
stay. Bring this to the
concession stand for free
ice cream for the kiddos!
111. And it starts with data.
Experience is the only thing
that makes you relevant...
112. Seven Trends Disrupting Consumer Behavior
1. Moments Matter – every touch point and every connection is an opportunity to
deliver a seamless brand experience to delight your customers
2. Connected Consumer – every business is a mobile business.
3. The Amazon / eCommerce Effect –Amazon and Alibaba have the ability to disrupt
any industry and quickly
4. Content Personalization – massive lift in all success metrics with the use of
personalized content
5. Collaborative Economy – people have the ability to bypass inefficient companies
by building processes and economies using technology
6. Social Intelligence – It is more than “social media.” It is about listening,
7. Humanizing Automation – build messaging strategy around the individual
@kyleplacy / #CMREvolve
Notes de l'éditeur
Last mile project – how do you innovate around the delivery point.
Last mile project – how do you innovate around the delivery point.
Last mile project – how do you innovate around the delivery point.
Last mile project – how do you innovate around the delivery point.
Last mile project – how do you innovate around the delivery point.
Last mile project – how do you innovate around the delivery point.
Last mile project – how do you innovate around the delivery point.
Yerdle enables neighbors to gift goods - rather than buy
Tap the crowd for better rates and terms that a company can set and achieve the highest form of loyalty: Shared Destiny.
Google and Waze have already started to share data (May 2014), in addition, Google is rolling out retail delivery with Shopping Express, and also has self-driving cars.
Uber enables P2P transportation –largest investor is Google $258m
Apps can pass a destination address to the Uber app, display pickup times, provide fare estimates, access trip history and more.
Counting beds on offer, airbnb is already the fifth-largest hotelier in the world, with unparalleled global reach.
Has a presence in nearly every country on earth
Median price of a hotel vs cost of an Airbnb apartment
Counting beds on offer, airbnb is already the fifth-largest hotelier in the world, with unparalleled global reach.
Has a presence in nearly every country on earth
Median price of a hotel vs cost of an Airbnb apartment
Counting beds on offer, airbnb is already the fifth-largest hotelier in the world, with unparalleled global reach.
Has a presence in nearly every country on earth
Median price of a hotel vs cost of an Airbnb apartment
Tap the crowd for better rates and terms that a company can set and achieve the highest form of loyalty: Shared Destiny.
So where does all of this leave us? Marketing has been changed forever, particularly the world of consumer marketing.
Technology that has unlocked an entirely new ways to connect with people, as well as a new set of expectations around what those interactions should look like.
Small business owner and frequent traveler growing business that has expanded regionally and he will have to start to travel to fuel growth in the northeast region
- very cost conscious
- drives/takes train to most locations
- opted into brand X and brand Y email program – not rewards
- has 8 stays in the past three months with brandX, brandY and Days Inn in the throughout the NE – each 1-2 nights
Has an upcoming trip in two weeks to conference in Texas – starts searching on brandX.com for a hotel
<<Show snapshot of contacts model with browse behavior>>
Receives a promo email from brandX – with special rates for the month, the top three are close to his upcoming trip in Texas - clicks through and books <<Desktop>>
Receives his confirmation email which invites him to enroll in Rewards
3x Welcome/Onboarding series to T & H Client Rewards
Thank you, education about program (how to add previous stays), incentive to complete profile (get bonus rewards points)
Shows he mostly books for business, looking for best value and business amenities (wifi)
Show snapshot of contacts model now that profile center has been completed (explicit data)
Show snapshot of contacts model now that profile center has been completed (explicit data)
Jump ahead a few months…
Browse Retarget
Has upcoming meeting in Parsippany, browses brandY in area
He doesn’t purchase without doing more research, so he plans on searching tonight at other hotels
He abandons his search
Receives browse retarget email that evening which reminds him of the free breakfast and wifi available at brandY, he purchases
Jump back to the contacts model to show how contact has updated with implicit (browse/purchases/past stays) data
Checks-in he downloads the new T & H Client hotel app and opts in for alerts during this stay
After check in he gets a push message for free drink
Meets up with colleagues to review presentation
Gets another push message with reminder with the free breakfast hours
As he leaves in the AM for his presentation, he gets a Push asking to confirm a email copy of his receipt
Email receipt from stay
Business traveler and easier to keep record of
Include Partner offers—T & H Client rewards visa card
Contacts model
With this stay he hits Gold status and receives an email congratulating him and reminding him of his perks
Thank him for his loyalty
Makes connection to leisure travel use rewards points
Highlight his activity
Fast forward 3 months he receives his monthly rewards newsletter and there is a promotional for a trip finder. He has traveled a lot and accumulated a lot of points and is ready for a last minute vacation with the family.
Goes to guided trip planner
Business vs leisure
Type of destination (beach, nature, city, amusement parks, etc)
Price range
How to pay for his trip Points v Cash (since he is logged in it takes into account his points and shows him how many he has)
Driving or flying
Helps him pick the perfect location and hotel from across T & H Client hotels that will meet the needs of his family and stay within his budget by using his points
Kyle is going to Disney with his family – T & H Client Grand Resort
Two days prior he receives pre-trip email and it contains a suite upgrade – he clicks through and accepts – next best offer
On day two at the pool he posts a picture of the family enjoying the vacation -> he then receives a response from T & H Client with an offer for free ice cream for the kids during his stay
Kyle then receives a email thanking him for bringing his family to their resort and ask him to rate and review the trip. After a great trip, with great service he goes online and provides a stellar rating.