4. Agenda
KPIs
Dove Hair Lab
Paid Owned & Earned Media
Documentation
SoLoMo
Scenarios
Marketing Goal
Relationship with the customer
Customer Journey
5. Scenario 1
- Pajama Party -
A young girl (15)
invites her 4 girlfriends
to a pyjama party.
While playing games,
they find out about
Dove Hair Lab App.
They start playing with
it laughing and sharing
their photos on social
media.
Look at these
different styles!
It’s so cool!
OMG!
I need to try
this shampoo!
6. Scenario 2
- On the Train -
A young woman (25) is
listening to music on
YouTube and Dove Hair
Lab ad pops up on her
phone. She clicks on it
and starts playing with
the App. After choosing
her perfect hairstyle, she
shares her photo on
Instagram and she’s now
eager to try out Dove
Oxygen Moisture
Shampoo.
Ooh!
Nice hair style!
I need to tell
Sophie, she’ll love
it.
7. Customer Journey
Research
Research: An informal way
to get engaged with Dove
through a playful interaction
that also offers information
about its products.
Awareness: Attraction of
the younger audience
through social interaction
and meaningful content,
i.e. latest trends.
Awareness
8. Notes: Notes: Notes:
Share it
Pinterest
Get the look
Rate app
Style
Users will be able to
login with Facebook or
email address to start
playing with the app.
Then they will upload a
photo.
Women can choose what
hair style they want to
have: Silky hair, volume
hair, nourish hair and
more. They are able to
clear it all, compare it, or
go back.
Users will automatically
receive a shampoo
recommendation depending
on their hair type. They can
watch “how to videos” on
youtube’s Dove channel.
Finally, they can share it!
Instagram
Facebook Twitter
9. Customers and Dove insiders
could not engage with other
Dove Apps.
App will engage and entertain
customers, fans, and potential
customers .
Entertain women of all ages.
They can play with different hair
styles and share them on social
media.
Women are unsure of their
hair style.
App will help women identify
the perfect hair style.
Upload photos for hair
makeover. Daily hair tips
according to the local weather.
Women struggle when
choosing the right shampoo.
App will recommend the right
shampoo for their hair type.
Dove shampoo and conditioner
recommendation.
Dove apps are not available
on all operating systems.
Dove Lab Hair App will be
available on IPhone and
Android.
App available on Apple Store
and Google Play.
Dove Apps were not targeting
a large audience of women.
This app will target women of
all ages: 15 and above.
Everyone can easily upload a
photo with good lighting, hair
pulled back and face not tilted.
10. Marketing Goal The main goal is Customer
Acquisition. Since the
company does not sell its
products directly online, the
app is developed in order to
offer an engaging experience
for mainly potential
consumers. as well as
previous customers.
Through the app, Dove can
also promote their Hair Care
items, such as shampoos,
conditioners and oils, and
offer tips about the best
product to use.
Awareness
Customer
Acquisition
11. SoLoMo
SOCIAL
LOCAL
MOBILE
Users can share their location and
get hair tips that refer to the local
weather condition.
Users can access the app anywhere and
anytime.
Users can choose their favorite hair
style and share their «Makeover» on
social media like Facebook, Instagram
and Pinterest.
12. SoLoMo
o Social aspect: uploading and
sharing photos
o Valuable information: latest trendy
hair styles and daily tips
o Customization: recommended
products for their specific hair type
o Promotion of new product
o Acquisition of new information
about its customers and their
preferences
o Increased value of their products
through the customized service
13. Relationship with the customer
The goal is to build a long-lasting relationship
based on an highly customized and enjoyable
experience.
Potential customers will recognize Dove as an
interesting company that cares about their
needs.
Dove will be part of their circle on social
media: when consumers share their picture
online, Dove gets a share of their mind.
14. Paid Media
15% 5%
35%
45%
Paid search
Programmatic Advertising
Social Media Advertising
Content Marketing
Blog
Articles
Infographics
Guides
Videos
Facebook Sponsored Ads
YouTube
Twitter
15. Owned Media
Social Media are major tools used
to advertise the new app.
Dove’s social media fan base is
extremely involved providing
company with a constant
feedback.
Videos promoting the app can also
be posted. Such approach would
be effective because people who
watch videos online tend to be
more attentive and interested in
what they are watching.
16. Earned Media
Social Media users will provide
positive feedback, comments,
and reviews themselves if Dove
executes their campaign
correctly and the target
audience finds the app appealing
as well as useful.
If everything goes according to
the plan and audience loves the
app, they will start sharing the
app media campaign on their
personal pages spreading
awareness about products,
which can lead to acquiring new
customers.
17. KPI’s
No. of monthly active App users
No. of photos shared on social media
No. of users who rated our App
No. of users who clicked on the YouTube tab to watch “How-to videos” on Dove
channel
No. of clicks on the recommended product
Boss, the app was
downloaded a
million times, but
the real success
was..
Dove Hair Lab presents a direct link to the website where users can
acquire more information about the specific product for their hair.
Consequently, the success of the App will increase the number of
visits on Dove.us. These achievements will be measured using:
- CTR [Acquisition]
- Bounce Rate [Behavior]
- Micro Conversion Rate [Outcome]
20. Problems
The first problem we have
identified is related to the Dove
apps’ performance
• Many Dove apps show
bugs and technology issues
• They do not work on
different operating systems
• None of them fully cover
the SoLoMo features
The second problem is related
to the fact that Dove does not
sell products directly on its
website
• Customers cannot compare
products/prices on a cart
• It is not convenient for
customer to be redirected to
other websites and start a
different purchasing process
21. Jane Soap
BACKGROUND:
Married with two children
Financial manager in a global
company
Middle Class with annual salary of
$60,000
DEMOGRAPHICS:
Female
Age 34 [Target Range: 25-40]
Urban
IDENTIFIERS:
Values career but also family-
oriented
Prefers online shopping for daily
items due to business schedule
22. Jane Soap
ONLINE ACTIVITIES:
Intermediate web user
Amazon.com
Wall Street Journal
USER STORY
«As a busy working mom, I need to
have the opportunity to buy beauty
products online for me and my
family, in order to take advantage
of my limited spare time»
23. BACKGROUND:
College Student
MIB at Hult. Previous experience as
a Teacher.
Single. Shooting, skiing, archery.
DEMOGRAPHICS:
Female
Age 15-35
Urban
IDENTIFIERS:
Concerned about her appearance
Wants to feel beautiful and confident
with her body
Sophie White
24. Sophie White
ONLINE ACTIVITIES:
Advanced web user
Facebook, Twitter, Instagram,
WhatsApp
Amazon.com
USER STORY
«As a young woman, I need an easy
and funny way to find the right style
and products for my hair, in order to
feel confident and attractive»
Dove Hair Lab will mainly interact with potential Dove consumers during the Research phase. Through this App, users become engaged with the company and have the opportunity to gather more information about its products.
The younger audience will be attracted and entertained by the virtual hairstyle makeover. They will become aware of Dove and the variety of its shampoos
The benefit for the customer is mainly linked to the social aspect. The app is very dynamic and users directly interact with it. They can upload their photos and manipulate them using various features. Through this process, they can get access to valuable information about the latest trendy hair styles, the best products for their specific case and also weather tips.
------------
Dove will have the opportunity to directly promote new products and influence the purchasing process. The social feature of the App will help to spread awareness online. Dove can also collect information about its customers and their preferences: the products will acquire value and become more meaningful through this customized service
Explanation:
Content Marketing (45%): It is the best tactic in order to acquire new customers. We plan to advertise our app on blogs and websites which present a similar content, in order to address people who are already interested in the product. Content marketing doesn’t consider your previous history and just relates to what you are currently searching for. This strategy unlike programmatic has a fixed cost so it is easier to plan the budget accordingly.
Social Media Ads (35%): Advertisement on Social Media is also directly linked to the Content Marketing. Through platforms such as Facebook and YouTube you can promote your content and your product. The decision to invest in this area is also linked to our target: since we want to reach a younger segment – 15 and above, we need to take advantage of the platforms used by that generation. Nowadays social media has a potential power to influence everyone as most people are somehow connected through the global web.
In order to keep up with the trend, we integrated social media into Dove Hair Lab App. You can log in to the app with Facebook, and it is also connected with Twitter and Instagram. The app is developed to be social and allows people to interact with others by sharing their results on different social media platforms. Sharing feature of the app will allow us to promote the products advertised in the app.
Paid Search (15%): We plan on using paid search as one of the key strategy to spread awareness about our app. When people Google or just search for beauty products on the web, Dove Hair Lab ads will pop up and will try to catch users’ attention. The goal of this strategy is to spread awareness of the new app and have as many users as possible download our app. Beauty products are an extremely popular category that people search so this strategy should be very effective.
Programmatic (5%): In our case, Programmatic will be used to target a very narrow/specific audience based on what people used to search for before( their history). This approach will help to target people who are already interested in beauty related apps.
Dove is very actively involved with Owned Media, therefore it would be one of the major tools used to advertise the new app.
Dove’s social media fan base is extremely involved providing company with a constant feedback. Keeping that in mind it would be smart to post about the new app on every social media platform.
Even if a small portion of online supporters who see the post on Facebook, Instagram, or Twitter download the app, it will definitely be successful.
Videos promoting the app can also be posted. Such approach would be effective because as people who watch videos online tend to be more attentive and interested in what they are watching.
Owned media includes the company’s official website, Facebook, Instagram, Twitter, Tumblr, and some others. in the modern world social media have a great impact on marketing: a lot of people, nowadays, start choosing online shopping, in order to save time and money. Online customers have a lot of buying power but also they are able to create a reputation for the brand thanks to the inherent social aspect of the Internet. People discuss campaigns, new products, and other things related to the Dove brand: they share their opinions and point of views with others who are also interested in similar products.
Taking advantage of Earned Media could be tricky most of the time: comments and opinions cannot be controlled. The solution for Dove is to plan its campaigns in a way that appeals to a certain target market.
Earned media is different from paid and owned and requires special treatment. Unlike with paid and owned media, companies are not able to control the
content of earned media as it comes directly from the customers and they have the right to say whatever they prefer. Earned media is important as it shows how customers actually feel about the product. Earned media can help companies identify and fix the problems based on customer reviews and comments
found on social media websites, blogs, online columns and other sources.