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Data Analysis by Mitosis

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SITEC eCommerce Class
Module: eCommerce Process 202
Title: Why Customer Engagement matters in this Digital Era?
Presenter: Salil Seth, Business Associate (Mitosis)
Date: 24 May 2016
Venue: Selangor Digital Creative Centre (SDCC)

Publié dans : Business
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Data Analysis by Mitosis

  1. 1. Evolving Customer Journey Why Customer Engagement Matters in Digital Era?
  2. 2. Source: Think with Google
  3. 3. How Influential they are? Read Newspaper/ Magazines Articles or Ads Saw Advertisements on televisions Sources: Consumer Barometer 2016 50% 54% Searched online with a search engine Comparison shopped rates online 16% 30%
  4. 4. Social Media Active Users 15.5 Million 20.6M 68% 18.0M 25hrs/week Total number of active mobile internet users Internet users as a percentage of the total population Total number of active internet users Source: we are socials 2016
  5. 5. Source: Zenith Media
  6. 6. Online Information Sources Search Engines Social Networks Online Videos Product Information Maps & Directions 79% 84% 53% 78% 58% Source: Consumer Barometer 2016
  7. 7. Compare products / prices / features online Looked for opinions / Reviews / Advice Online Location Based Info Watch Relevant Videos Online 55% 30% 41% 17% What Information are they looking for?
  8. 8. Impact of Different Channels Stimulus ZMOT FMOT
  9. 9. How to Ensure Every Channel Drives Sales? Dynamically adjusting our media spend using Channel Attribution Brochure Salesperson Cashier Product Purchase d
  10. 10. Length of Purchase Cycle Restaurants FMCG Travel Tech Auto Finance: Investment Banking Insurance Considered Purchase Spontaneous Purchase • • • • • • • •
  11. 11. Multi Device Tracking Tablet Desktop Desktop Mobile
  12. 12. Key Takeaways To be present in every moment Mobile moments have seen a staggering increase