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eMarketing strategies for Success Gary Gopinathan, CEC, PDM (Asia Pacific) Founder / Director of Consulting and Training GSQM
Disclaimer ,[object Object],[object Object]
Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Trainer: Gary Gopinathan ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Digital world today –  ,[object Object],[object Object]
Technology Leadership ,[object Object],[object Object]
Digital Technologies explained ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
History & Growth of Internet
Marketing Fundamentals ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Contact Fundamentals ,[object Object],[object Object]
Introduction to eMarketing ,[object Object],[object Object],[object Object],[object Object]
SOSTAC Planning Framework Situation  Analysis Control Actions Tactics objectives Strategy
Types of online Presence ,[object Object],[object Object],[object Object],[object Object]
Alternative relationships EM EC EB E-marketing has some overlap with e-Commerce and eBusiness a) b) EM = EC = EB EC EM EB eBusiness eccompasses e-marketing and ecommerce, but e-marketing involves more process than e-commerce E-marketing is broadly equivalent to e-commerce and e-business c)
Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Objective ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Communication channels Online Games SMS / MMS email RSS Instant Messaging IPTV Outdoor  Advertising Web Online  Gambling Offline media
Flat world, thomas Friedman ,[object Object],[object Object],[object Object],[object Object],[object Object]
Flat world, thomas Friedman ,[object Object],[object Object],[object Object],[object Object],[object Object]
Where is my business in this connected world? Is my business connected?
Is your competitor seated next to you TODAY? What is your competitor doing that you are not doing? What can you find out online about them?
Customer Acquisition strategy ,[object Object],[object Object],[object Object]
Web Marketing
In the “old” days ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Audience ,[object Object],[object Object],[object Object],[object Object],[object Object]
Along came the Internet ,[object Object],[object Object],[object Object],[object Object]
Web 2.0 and  Marketing New 4Ps Personalization Participation Peer-to-Peer Community Predictive Modeling
Levraging Digital Technology Promoting products and services using  online distribution channels  to reach consumers in a  Timely Relevant Personal Cost Effective Manner
Digital Marketing mediums / networks Online Games SMS / MMS email RSS Instant Messaging IPTV Outdoor  Advertising Web Online  Gambling
New Media Animation Audio Virtual Worlds Video ROVION Video for  your Web Portal www.rovion.com
Pull vs. Push   Pull Push
FeedCommerce
Something to think about? Who have influence in relation to an issue/brand? (Who should we influence?) Where do they get their influence from (who listens to them)? When the voices are weighed according to their influence on a topic,  what is actually being said? What is our position in the influence network compared to the one we desire – to our competitors? What are the trends in the market? Which features of our products/services do the different market  segments appreciate.
Weather Information
Application Interfacing
Feed Marketing - the benefits Permission  based 100% opt-in Inexpensive  to implement Personalized RSS “Web2.0”  compliant
Widgets ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Widget samples
Feeds and Widgets  [desktop]
Feeds and Widgets  [web]
Feeds & SEO –  google base
Customers/ Employees/ Partners “ Pull” Channels “ Push” Channels Communication engagement is broken! Email Website SMS Call Centre Offers Promotions Product Updates Events Personalised News Performance Metrics Product News Training Accreditation Partners Blog Updates Order Status Sales Toolkit Emergencies
“ Pull” Channels Blended Multi-channel Push Customers/ Employees/ Partners Email Website SMS Call Center Offers Promotions Product Updates Events Personalised News Performance Metrics Product News Training Accreditation Partners Blog Updates Order Status Sales Toolkit Emergencies Desktop Agents/ Widgets/RSS/IM Handheld Agents
The desktop:  good “attention” real estate
A growing number of channels/devices… @ SMS Next? IM Skype VoIP Desktop Alerts Widgets ATTENTION!
A blended multi-channel approach 3 2 - - 1 Sports Alerts ? ? ? ? ? Your notification 4 2 3 - 1 Tracking Alerts 4 3 - 2 1 Breaking News - - 2 - 1 Time based offers 2 1 - - 3 Banking Alert 3 2 - - 1 Traffic Alerts 1 1 1 1 1 Fire/Bomb Alert SMS (Wide adoption, very expensive, high attention value, private) Mobile Push (Requires client soft., portable, high attention value) Email (low attention value, wide adoption, reference) IM (private, cross platform) Desktop/RSS (requires client soft., interruption, branding, economical, interactive, high attention value)
YouTube  delivers more than  100 million video views   every day with 65,000 new videos uploaded daily  Yahoo! Answers had  160 million answers  posted in its first 12 months Myspace has  185 million registered users  and between 39 and 45 billion page views per month  Facebook has  22 million registered users  who generate 40 billion page views a month 36% of online American adults  consult Wikipedia  User-Generated Content Is Everywhere  33 million   (26%) have rated a product, service, or person using an online rating system 12 million adult American Internet users   (8%) maintain a blog and   57 million users   (37%) read blogs Blogs Ratings & Reviews Confidential and Proprietary.  © 2006 Bazaarvoice, Inc.
US Customer Research Validates Market Need  ,[object Object],[object Object],[object Object],1. JupiterResearch 2006, 2. TechCrunch .3. JupiterResearch 2007 ,[object Object]
Reviews Drive Conversion Highly reviewed products receive more attention from both consumers and retailers ultimately leading to higher sales Data compiled from Bazaarvoice customers
Ratings & Reviews  Drive Value Across All Channels Confidential and Proprietary.  © 2006 Bazaarvoice, Inc.
After Ratings & Reviews in RSS Drive Higher Clickthroughs Before Burpee drives customer engagement by providing featured product and educational content via RSS .  Average daily RSS  clickthroughs are 43% higher  when Burpee includes customer reviews alongside featured products! Confidential and Proprietary.  © 2006 Bazaarvoice, Inc.
Reviews Enhance Offline  Marketing & Store Signage Confidential and Proprietary.  © 2006 Bazaarvoice, Inc.
BE USEFUL TO THEM  SEE THE WEB LIKE A SEARCH ENGINE UNDERSTAND YOUR NETWORKS LEARN FROM SOCIAL MEDIA’S SUCCESS
And turnaround © Copyright Spannerworks 2007. All rights reserved
 
[object Object],[object Object]
Match your target  market to the media ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],June 2007
Define clear business goals before you do anything ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],June 2007
Marketing on social networks needs a different approach ,[object Object],[object Object],[object Object],[object Object],June 2007
Create a profile & messages to appeal to the target market MySpace discovered that the momentum effect of consumer-to-consumer (C2C) advertising can account for 70% of a campaign's impact on social networks . Amplification of Message Direct Brand Interaction Brand  X
Myspace offers the most overt commercial opportunities June 2007
Create compelling content targeted to your audience ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],June 2007 Embedded videos www.MySpace.com Portable blog www.widgetbox.com Slide show for pictures www.rockyou.com Don’t forget your business objectives !
Adidas’ profile is a  good example ,[object Object],[object Object],[object Object],[object Object],June 2007 www.myspace.com/Adidas   “ impossible is nothing” campaign
User-generated content  ,[object Object],[object Object],[object Object]
2007 Balanced Tipped Asia Pacific takes the global lead in some key aspects of the digital marketing mix Internet world stats – 36% of world’s online population lives in Asia Mobile penetration remains higher than anywhere else in the world.  HK, Aust, Taiwan, are the world’s top 3 mkts Asian users accessing the Internet over their mobile phones  exceeds the entire Internet connected population of the US
2007 Balanced Tipped Asia is driving the digital marketing industry ,[object Object],[object Object],Asia will be the driving engine Highest growth to come from China, Australia, South Korea and Japan Asia Pac is also the leading edge of many technologies and marketing techniques
2007 Balanced Tipped Despite all these stats – digital marketing still captures only  about 3% of all advertising dollars in the region 3% is remarkably low, considering that the web is among the top  3 consumed media types (TV, Print and Outdoor) Younger demographics users spend the majority of their media time online and  on the mobile, often simultaneously consuming other media.
What’s in it for me? unprecedented business opportunities for  Marketers, Advertisers and  the entire Digital Marketing “ecosystem”  of portal, mobile operators,  communication service providers,  games and entertainment companies,  handset manufacturers,  interactive agencies and the rest.
Culture in Asia ,[object Object],[object Object]
Email Marketing ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Web 2.0 and  Marketing New 4Ps Personalization Participation
Email Marketing –  Pull vs. Push   Pull Push
E-mail 2.0
SAP get the sell/inform  balance right
Biggest mistakes with  Email Marketing ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
How succinct are your  subject lines?
Using Eyetracking research  to improve Email marketing ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Need to deliver Scannability and Skimmability Tips: Use powerful headings Key messages and calls-to-action on left
HP E-newsletter ticks the boxes
Templates that work in the inbox –  beware image blocking
Is your email clear within the preview pane? Ensure email width < 500 pixels, key messages on left…
Skills to manage email marketing Web design skills, HTML and web technology and software application usage
Manage Contacts
Create
HTML Message
Text Message TEST!
Send
Reports
DMAS Commercial Electronic Messaging  Compliance-  Email Marketing Checklist As of 1 June 2007
DMAS Commercial Electronic Messaging  Compliance-  Email Marketing Checklist As of 1 June 2007
Important elements forming an  email marketing campaign Design & copywriting Measurement & Analytics Personalisation Strategy & Campaign Planning Segmentation
Barriers to Effective  Use of Email Lack of Skills & Training Lack of Budget / Finances Lack of Strategy Lack of Segmentation   Quality of Email Database
Barriers to Effective  Integration Disconnected Systems / Technologies Lack of Budget / Finances Lack of Skills & Training Organisation Culture
To work on  the following Strategy & Campaign Planning Measurement & Analytics List / Data Quality Segmentation Campaign Optimization
Tips for Measuring ROI   ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Get Your Own House in Order Consolidate and integrate your email campaigns Build effective communications strategy, including  Relevance, personalisation,  segmentation and targeting Develop a testing strategy Focus on List and Data quality
Choose Your  Partners Carefully Follow strategy not features Use agencies for expertise Work with partners Choose an approach based on your set up
Think Strategically:  Take the Next Step Quick wins are possible Deliverability Understand the barriers to  effective email integration
Search Marketing
Search strategy ,[object Object],[object Object],[object Object]
Options Available Website + Microsite Search Marketing # SEO # PPC # Trusted Feeds Online PR # Media Alerting Service Online Partnerships # Link Building # Affiliate Marketing # Sponsorship Interactive Ads # Banners, Rich Media # Dynamic / Behavioural #3 rd  party e-newsletters Opt-in-email # Cold email # Co-branded email 3 rd  party e-newsletters Viral Marketing # Pass along # Prompted # Incentivized Offline  Communications # Advertising # PersonalSelling # Sales Promotion # PR # Sponsorship Offline  Communications # Direct Mail # Exhibitions # Packaging # Word of mouth
Search for Flowers
Search for books
How to’s ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Improving your website ranking ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Online PR
Web Measurement
Server Capacity Kilo-  Mega-  Terra-  Petabytes per second Page  Speed Fast Slow Gone Nice Fine OK Painful Sucks
Server Logs Transaction Records for Recovery Surfer http log - “server log” What pages were served to which IP addresses & when? Web Server
Using Web Analytics to Measure: ,[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],Measuring Clicks Reveals:
Attracting Attention ,[object Object],[object Object],[object Object],[object Object],Where are they coming from? What does it cost? Is the traffic worth the expense?
Where do They Come From? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Web Analytics To Improve Navigation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Web Site Navigation Divining by Pageviews About Us Product C Product B Events Services Home Products Product A White Paper Specs Price
Product A Products Product B Products Home White Paper Products Product A Web Site Navigation Divining by Clickstream
Content Costs ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Is it  worth it?
Did They Buy Anything? (Conversion) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Emetrics - Business Metrics for the New Economy
[object Object],[object Object],[object Object],[object Object],Shopping Cart Analysis Cookies Cake Peanut butter
 
Customer Experience ,[object Object],[object Object],[object Object],[object Object]
Brand Measurement ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Reputation Management  Examples ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Three Skill Sets Required Jim Sterne www.targeting.com
Culture of Accountability ,[object Object],[object Object],[object Object],[object Object]
Web Analytics is only Actionable if: ,[object Object],[object Object],[object Object]
Feedback Loop Gap Measure Analyze Report Change Cleanse Internal Interpret Plan Capture The  Feedback  Loop Effect Loop Gap X X
The Road to Website Success ,[object Object],[object Object],It depends –  What constitutes “success”? Who is your audience? What are they trying to accomplish? How well are you helping them get the job done?
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eMarketer

  • 1. eMarketing strategies for Success Gary Gopinathan, CEC, PDM (Asia Pacific) Founder / Director of Consulting and Training GSQM
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  • 8. History & Growth of Internet
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  • 12. SOSTAC Planning Framework Situation Analysis Control Actions Tactics objectives Strategy
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  • 14. Alternative relationships EM EC EB E-marketing has some overlap with e-Commerce and eBusiness a) b) EM = EC = EB EC EM EB eBusiness eccompasses e-marketing and ecommerce, but e-marketing involves more process than e-commerce E-marketing is broadly equivalent to e-commerce and e-business c)
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  • 17. Communication channels Online Games SMS / MMS email RSS Instant Messaging IPTV Outdoor Advertising Web Online Gambling Offline media
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  • 20. Where is my business in this connected world? Is my business connected?
  • 21. Is your competitor seated next to you TODAY? What is your competitor doing that you are not doing? What can you find out online about them?
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  • 27. Web 2.0 and Marketing New 4Ps Personalization Participation Peer-to-Peer Community Predictive Modeling
  • 28. Levraging Digital Technology Promoting products and services using online distribution channels to reach consumers in a Timely Relevant Personal Cost Effective Manner
  • 29. Digital Marketing mediums / networks Online Games SMS / MMS email RSS Instant Messaging IPTV Outdoor Advertising Web Online Gambling
  • 30. New Media Animation Audio Virtual Worlds Video ROVION Video for your Web Portal www.rovion.com
  • 31. Pull vs. Push Pull Push
  • 33. Something to think about? Who have influence in relation to an issue/brand? (Who should we influence?) Where do they get their influence from (who listens to them)? When the voices are weighed according to their influence on a topic, what is actually being said? What is our position in the influence network compared to the one we desire – to our competitors? What are the trends in the market? Which features of our products/services do the different market segments appreciate.
  • 36. Feed Marketing - the benefits Permission based 100% opt-in Inexpensive to implement Personalized RSS “Web2.0” compliant
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  • 39. Feeds and Widgets [desktop]
  • 41. Feeds & SEO – google base
  • 42. Customers/ Employees/ Partners “ Pull” Channels “ Push” Channels Communication engagement is broken! Email Website SMS Call Centre Offers Promotions Product Updates Events Personalised News Performance Metrics Product News Training Accreditation Partners Blog Updates Order Status Sales Toolkit Emergencies
  • 43. “ Pull” Channels Blended Multi-channel Push Customers/ Employees/ Partners Email Website SMS Call Center Offers Promotions Product Updates Events Personalised News Performance Metrics Product News Training Accreditation Partners Blog Updates Order Status Sales Toolkit Emergencies Desktop Agents/ Widgets/RSS/IM Handheld Agents
  • 44. The desktop: good “attention” real estate
  • 45. A growing number of channels/devices… @ SMS Next? IM Skype VoIP Desktop Alerts Widgets ATTENTION!
  • 46. A blended multi-channel approach 3 2 - - 1 Sports Alerts ? ? ? ? ? Your notification 4 2 3 - 1 Tracking Alerts 4 3 - 2 1 Breaking News - - 2 - 1 Time based offers 2 1 - - 3 Banking Alert 3 2 - - 1 Traffic Alerts 1 1 1 1 1 Fire/Bomb Alert SMS (Wide adoption, very expensive, high attention value, private) Mobile Push (Requires client soft., portable, high attention value) Email (low attention value, wide adoption, reference) IM (private, cross platform) Desktop/RSS (requires client soft., interruption, branding, economical, interactive, high attention value)
  • 47. YouTube delivers more than 100 million video views every day with 65,000 new videos uploaded daily Yahoo! Answers had 160 million answers posted in its first 12 months Myspace has 185 million registered users and between 39 and 45 billion page views per month Facebook has 22 million registered users who generate 40 billion page views a month 36% of online American adults consult Wikipedia User-Generated Content Is Everywhere 33 million (26%) have rated a product, service, or person using an online rating system 12 million adult American Internet users (8%) maintain a blog and 57 million users (37%) read blogs Blogs Ratings & Reviews Confidential and Proprietary. © 2006 Bazaarvoice, Inc.
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  • 49. Reviews Drive Conversion Highly reviewed products receive more attention from both consumers and retailers ultimately leading to higher sales Data compiled from Bazaarvoice customers
  • 50. Ratings & Reviews Drive Value Across All Channels Confidential and Proprietary. © 2006 Bazaarvoice, Inc.
  • 51. After Ratings & Reviews in RSS Drive Higher Clickthroughs Before Burpee drives customer engagement by providing featured product and educational content via RSS . Average daily RSS clickthroughs are 43% higher when Burpee includes customer reviews alongside featured products! Confidential and Proprietary. © 2006 Bazaarvoice, Inc.
  • 52. Reviews Enhance Offline Marketing & Store Signage Confidential and Proprietary. © 2006 Bazaarvoice, Inc.
  • 53. BE USEFUL TO THEM SEE THE WEB LIKE A SEARCH ENGINE UNDERSTAND YOUR NETWORKS LEARN FROM SOCIAL MEDIA’S SUCCESS
  • 54. And turnaround © Copyright Spannerworks 2007. All rights reserved
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  • 60. Create a profile & messages to appeal to the target market MySpace discovered that the momentum effect of consumer-to-consumer (C2C) advertising can account for 70% of a campaign's impact on social networks . Amplification of Message Direct Brand Interaction Brand X
  • 61. Myspace offers the most overt commercial opportunities June 2007
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  • 65. 2007 Balanced Tipped Asia Pacific takes the global lead in some key aspects of the digital marketing mix Internet world stats – 36% of world’s online population lives in Asia Mobile penetration remains higher than anywhere else in the world. HK, Aust, Taiwan, are the world’s top 3 mkts Asian users accessing the Internet over their mobile phones exceeds the entire Internet connected population of the US
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  • 67. 2007 Balanced Tipped Despite all these stats – digital marketing still captures only about 3% of all advertising dollars in the region 3% is remarkably low, considering that the web is among the top 3 consumed media types (TV, Print and Outdoor) Younger demographics users spend the majority of their media time online and on the mobile, often simultaneously consuming other media.
  • 68. What’s in it for me? unprecedented business opportunities for Marketers, Advertisers and the entire Digital Marketing “ecosystem” of portal, mobile operators, communication service providers, games and entertainment companies, handset manufacturers, interactive agencies and the rest.
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  • 71. Web 2.0 and Marketing New 4Ps Personalization Participation
  • 72. Email Marketing – Pull vs. Push Pull Push
  • 74. SAP get the sell/inform balance right
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  • 76. How succinct are your subject lines?
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  • 79. Templates that work in the inbox – beware image blocking
  • 80. Is your email clear within the preview pane? Ensure email width < 500 pixels, key messages on left…
  • 81. Skills to manage email marketing Web design skills, HTML and web technology and software application usage
  • 86. Send
  • 88. DMAS Commercial Electronic Messaging Compliance- Email Marketing Checklist As of 1 June 2007
  • 89. DMAS Commercial Electronic Messaging Compliance- Email Marketing Checklist As of 1 June 2007
  • 90. Important elements forming an email marketing campaign Design & copywriting Measurement & Analytics Personalisation Strategy & Campaign Planning Segmentation
  • 91. Barriers to Effective Use of Email Lack of Skills & Training Lack of Budget / Finances Lack of Strategy Lack of Segmentation Quality of Email Database
  • 92. Barriers to Effective Integration Disconnected Systems / Technologies Lack of Budget / Finances Lack of Skills & Training Organisation Culture
  • 93. To work on the following Strategy & Campaign Planning Measurement & Analytics List / Data Quality Segmentation Campaign Optimization
  • 94.
  • 95. Get Your Own House in Order Consolidate and integrate your email campaigns Build effective communications strategy, including Relevance, personalisation, segmentation and targeting Develop a testing strategy Focus on List and Data quality
  • 96. Choose Your Partners Carefully Follow strategy not features Use agencies for expertise Work with partners Choose an approach based on your set up
  • 97. Think Strategically: Take the Next Step Quick wins are possible Deliverability Understand the barriers to effective email integration
  • 99.
  • 100. Options Available Website + Microsite Search Marketing # SEO # PPC # Trusted Feeds Online PR # Media Alerting Service Online Partnerships # Link Building # Affiliate Marketing # Sponsorship Interactive Ads # Banners, Rich Media # Dynamic / Behavioural #3 rd party e-newsletters Opt-in-email # Cold email # Co-branded email 3 rd party e-newsletters Viral Marketing # Pass along # Prompted # Incentivized Offline Communications # Advertising # PersonalSelling # Sales Promotion # PR # Sponsorship Offline Communications # Direct Mail # Exhibitions # Packaging # Word of mouth
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  • 107. Server Capacity Kilo- Mega- Terra- Petabytes per second Page Speed Fast Slow Gone Nice Fine OK Painful Sucks
  • 108. Server Logs Transaction Records for Recovery Surfer http log - “server log” What pages were served to which IP addresses & when? Web Server
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  • 114. Web Site Navigation Divining by Pageviews About Us Product C Product B Events Services Home Products Product A White Paper Specs Price
  • 115. Product A Products Product B Products Home White Paper Products Product A Web Site Navigation Divining by Clickstream
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  • 118. Emetrics - Business Metrics for the New Economy
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  • 127. Feedback Loop Gap Measure Analyze Report Change Cleanse Internal Interpret Plan Capture The Feedback Loop Effect Loop Gap X X
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Notes de l'éditeur

  1. A very good morning. I thank you for being here today. It’s a Friday and end of the year. How are we all feeling today? GREAT! Are we ALL here to learn. Please tell your neighbour that you are here to learn and kepp his/ her phone to silent mode. Thank you.