SlideShare une entreprise Scribd logo
1  sur  26
Télécharger pour lire hors ligne
Deliver More Powerful, Personalized Communications
Deliver more powerful,
   personalized communications
           li d        i i

Presented by:                       With Special Guest:




Neil Rader                          Darrin Wilen
Vice President & General Manager    President
Small-Medium Business               Wilen Media

Kevin Klein
Principle Consultant
Customer Communication Management
Deliver more powerful,
personalized communications
            Communication opportunities
            Mail and direct marketing are
            effective – really!
             ff ti         ll !
            Techniques for driving results
            Questions

                     IT’S A CHANCE
                    TO TALK TO ME
The world of customer relationships is
       evolving from individual to multi-channel
          l i f      i di id l t     lti h     l
                                                                                        Behavioural
  DATA                                                                                  Attitudinal
                                                                                        GeoLocation
                                                                           Contextual
                                                          Feedback
                                                          Psychographic
                                              Response
                               Transactional
                Demographic
  Address       Address

  Door
  D             Direct
                Di
  drop          mail
                              Telephone
  Inserts
                                        IVR
                                                 ATM           Facsimile
                                                                             Email
                                                                                  Mobile
  CHANNELS
                                                                       Transactional Online
                                                                                     Social
                                                                       Documents
                                                                                     Media

Unsolicited commercial mail
U   li it d        i l   il   Telemarketing Di
                              T l    k ti   Direct M k ti
                                                 t Marketing   Fax M k ti
                                                               F Marketing E il SMS F
                                                                           Email    FaceBook
                                                                                        B k


         1954                 1960             1967            1980s        1992/4      2004   2011
Communications opportunities
Drive
                            Data                      Insight                                                            Strategy                   Communications
consumer
behavior                                                                                                            Company


Increase                Target                       Attract                      Offer                 Onboard                   Serve                 Grow/Retain
                                                                                                                                                         Reconnect
customer
satisfaction                                          Best Customer Lifecycle
              Revenue




Importance of
personalization                                                                                Typical Customer Lifecycle

and relevance $0
Importance of
channel
                        Aware                  Consider              Purchase                      Use                Love/Leave              Repeat/Loyalty     


                                                                                                         Consumer
The power of more
       personalized communications

               Names only

          Static full color

        Personalization
            & full color

Database intelligence
       & localization
         l    li ti

                                        0%             100%    200%   300%   400%   500%

  Source: Personalized and Database Printing, Romano / Boudy
Mail and direct marketing
 are effective – really!

           Multi-channel marketing creates
           connections for brands and
           ultimately builds customer l
             lti t l b ild      t     loyalty
                                          lt
           According to the DMA, customers
           that combine mail and email, can
           increase response rates by 28%


        PLEASE STOP SENDING ME
          “UN”VALUABLE OFFERS
           UN VALUABLE
Innovative techniques
        for driving results
              Effective targeting-use of analytics
                           g    g             y
              Achieving relevance-use
              analytics, segmentation
              Bridging channels-QR codes
              Facilitating customer friendly calls
              to action-QR codes
              Leveraging the transactional
              communication

MAKE ME FEEL LIKE I AM MORE
THAN JUST ANOTHER CUSTOMER
Effective targeting
          use of analytics

Deliver the right message to the right person
– The most critical part of your marketing campaign
Effective use of data
– Capture, organize and analyze will give targeted,
  actionable information
It’s all about measurement
– Proper measurement and tracking of leads with result
  in enhanced ROMI
Effective targeting and relevance-
       the role of analytics

                                     Data      Insight
                           Integrating and     Understanding and 
                                  enriching    predicting customer 
                                 individual    behaviour
                            customer data



                       Communications          Strategy
                            Managing and       Deciding and 
                         connecting cross‐     executing on the 
                         channel customer      customer best next 
                          communications       action




  “Pitney Bowes is shifting the discussion from a dialog centered on cost control and
   efficiency to one that also incorporates driving revenue for its customers.”
                                                                 IDC
Achieving relevance – use of
 analytics and segmentation
     l i     d           i

Personalized communications is key
– Every communication should be driven by knowing
       y                                y       g
  and understanding your customer
– Not just about WHO they are but WHAT they do
Personalize messages to the individuals likes,
dislikes, past behaviors and buying patterns
Knowledge i power: T
K     l d is          Targeted relevant
                              d l
communications provides customers with major
competitive advantages
Analytics and segmentation –
                 creating insight
                                                       Location Analytics
                                                  •   Risk Management
                                                  •   Assets Location Analysis
                                                  •   Campaign Analysis
                                                  •   Real-time monitoring
                                                  •   Routing
                                                  •               p
                                                      Sales area optimization




                           Insight
                           Understanding and 
  Data                     predicting customer 
  Integrating and          behaviour
  enriching                                                                      Campaign Analysis
  individual 
  customer data
                                                         Customer Analytics      • Offer management
                                                        • Customer               • Uplift Modelling
                                                          segmentation &         • Contact optimization
Communications          Strategy
      Managing and      Deciding and                      targeting
   connecting cross‐    executing on the                • Propensity to churn
   channel customer     customer best 
    communications      next action                       and purchase
                                                        • Customer Lifetime
                                                          Value (CLV) Analysis
                                                                 (   )     y
Bridging channels – QR Codes

Your audience is key
   Delivering personalized, actionable and trackable
   messages to your targeted audience
Where you deliver the message is as important
as the content of the message
QR Codes…ideal for data capture, response
from your target audience and reinforcement of
your promotional message
QR Codes
       Bridging h i l di i l
       B id i physical & digital
Connecting physical communications to the mobile world
   – Targetable: Complimentary to segmenting and profiling
   – Personalizable : Encoded PURL for a personal customer experience
   – Actionable: Deliver richer content, facilitate customer self serve
     including payments
   – Trackable: Capture customer interest and facilitate ordering p
                   p                                              g process
The new formula
4 color VDP f envelopes
    l       for    l

 The power of color…
   Variable - Unique
   No Converting
   Real Time – Data Drives Messaging
   No Inventory
The power of data




Key
 ey
Message:
Data drives a
successful VDP
project
The power of data
Analyze the data you have
Create a data strategy
Create data specific messaging
Produce a relevant and measurable campaign




 Measurement leads to success
New applications
Not for profits…
  Being
  B i personal works
                 l    k
  Use creative to drive response
  Create an emotional connection
What do recipients really want?

The Future of Direct Mail
                     Mail*
According to a recent customer survey direct mail is the
“preferred” medium among most consumers for receiving
 p                       g                               g
and evaluating information about products:


                               * 66% want "highly-personalized" offers,
                               rather than ones not personalized at all.




SOURCE: CAPV
Right message to the right audience
Leveraging transactional communications
                 95%+ of transactional mail is opened
                1 and 3 minutes spent reading
                transactional documents
                Multiple views per document
                Specific calls to action
                7% of direct mailings read
                8.5% of prospecting emails are
                opened
                76% of online purchases are
                influenced by mail
                            y
                Sources InfoTrends,ExactTarget and the Direct Marketing Association
The common denominator
              – variable data
                                             Application template
                                             form document design

                                                  Transactional data



Personalized,
targeted insert


Personalized,
targeted onsert                                Personalized,
                                               targeted “ensert”




                  All created with 100% variable data
Triggers
 Transactional Data
 Address/Cluster
 Statement Whitespace
Realizing the transactional
   communication opportunity
           i i              i

Characterization
– Transactional application
                 pp
– Consumer profile
– White space opportunity
Build the campaign
– Load digital assets
– Select business rules
Reporting
Best practices in transactional
multi channel communications
multi-channel
Maintain the Brand
Convert documents from
compliance to relationship
enhancing                      Marketing & Line of Business 
                               can:
 – Content/presentation         Maximize existing real estate on
Build in linkages               transactional statement
                                Infinite variety of inserts
 – Customer service features    Gain more messaging per ounce
                                Target customer messaging
 – C ll t action enablers
   Call to ti         bl        Quickly execute new campaigns
                                Maintain control of messaging
 – Intelligent and relevant     Integrate campaign based upon
   offers                       results
ANY QUESTIONS?

Contenu connexe

Tendances

Ibm smarter commerce announcement industry analyst march 10
Ibm smarter commerce announcement industry analyst  march 10Ibm smarter commerce announcement industry analyst  march 10
Ibm smarter commerce announcement industry analyst march 10Mauricio Godoy
 
2008 Wireless Providers and Advocacy
2008 Wireless Providers and Advocacy2008 Wireless Providers and Advocacy
2008 Wireless Providers and Advocacy22squared
 
2008 Wireless Providers and Advocacy
2008 Wireless Providers and Advocacy2008 Wireless Providers and Advocacy
2008 Wireless Providers and AdvocacyBrandon Murphy
 
Smarter Customer Analytics - Customer DNA
Smarter Customer Analytics - Customer DNASmarter Customer Analytics - Customer DNA
Smarter Customer Analytics - Customer DNAJerry J. Stam
 
Internet on business_print
Internet on business_printInternet on business_print
Internet on business_printFrancis George
 
Before The Moment of Intent: Utilizing Content to Shape The Buyer's Journey
Before The Moment of Intent:  Utilizing Content to Shape The Buyer's JourneyBefore The Moment of Intent:  Utilizing Content to Shape The Buyer's Journey
Before The Moment of Intent: Utilizing Content to Shape The Buyer's Journeyjohn harris
 
Babelfish: FGV Oct 12 2011
Babelfish: FGV Oct 12 2011Babelfish: FGV Oct 12 2011
Babelfish: FGV Oct 12 2011Brian Crotty
 
Volume Data Credentials 2012
Volume Data Credentials 2012Volume Data Credentials 2012
Volume Data Credentials 2012daryl70
 
Beyond Analysis: Big data touchpaper Dec 2012
Beyond Analysis: Big data touchpaper Dec 2012Beyond Analysis: Big data touchpaper Dec 2012
Beyond Analysis: Big data touchpaper Dec 2012Brian Crotty
 
2009.04 Digital Outlook Raport - raport Razorfish
2009.04 Digital Outlook Raport - raport Razorfish2009.04 Digital Outlook Raport - raport Razorfish
2009.04 Digital Outlook Raport - raport RazorfishARBOinteractive Polska
 
Esomar Beijing Preso
Esomar Beijing PresoEsomar Beijing Preso
Esomar Beijing PresoPeter Harris
 
AnswerNet Media Kit 01.11
AnswerNet Media Kit 01.11AnswerNet Media Kit 01.11
AnswerNet Media Kit 01.11Eric Springer
 
Netaffairs
NetaffairsNetaffairs
Netaffairsbpost
 

Tendances (16)

Ibm smarter commerce announcement industry analyst march 10
Ibm smarter commerce announcement industry analyst  march 10Ibm smarter commerce announcement industry analyst  march 10
Ibm smarter commerce announcement industry analyst march 10
 
monday presentation
monday presentationmonday presentation
monday presentation
 
2008 Wireless Providers and Advocacy
2008 Wireless Providers and Advocacy2008 Wireless Providers and Advocacy
2008 Wireless Providers and Advocacy
 
2008 Wireless Providers and Advocacy
2008 Wireless Providers and Advocacy2008 Wireless Providers and Advocacy
2008 Wireless Providers and Advocacy
 
CEM4Mobile for operators
CEM4Mobile for operatorsCEM4Mobile for operators
CEM4Mobile for operators
 
Smarter Customer Analytics - Customer DNA
Smarter Customer Analytics - Customer DNASmarter Customer Analytics - Customer DNA
Smarter Customer Analytics - Customer DNA
 
Internet on business_print
Internet on business_printInternet on business_print
Internet on business_print
 
Before The Moment of Intent: Utilizing Content to Shape The Buyer's Journey
Before The Moment of Intent:  Utilizing Content to Shape The Buyer's JourneyBefore The Moment of Intent:  Utilizing Content to Shape The Buyer's Journey
Before The Moment of Intent: Utilizing Content to Shape The Buyer's Journey
 
Babelfish: FGV Oct 12 2011
Babelfish: FGV Oct 12 2011Babelfish: FGV Oct 12 2011
Babelfish: FGV Oct 12 2011
 
Volume Data Credentials 2012
Volume Data Credentials 2012Volume Data Credentials 2012
Volume Data Credentials 2012
 
Beyond Analysis: Big data touchpaper Dec 2012
Beyond Analysis: Big data touchpaper Dec 2012Beyond Analysis: Big data touchpaper Dec 2012
Beyond Analysis: Big data touchpaper Dec 2012
 
2009.04 Digital Outlook Raport - raport Razorfish
2009.04 Digital Outlook Raport - raport Razorfish2009.04 Digital Outlook Raport - raport Razorfish
2009.04 Digital Outlook Raport - raport Razorfish
 
Esomar Beijing Preso
Esomar Beijing PresoEsomar Beijing Preso
Esomar Beijing Preso
 
AnswerNet Media Kit 01.11
AnswerNet Media Kit 01.11AnswerNet Media Kit 01.11
AnswerNet Media Kit 01.11
 
Netaffairs
NetaffairsNetaffairs
Netaffairs
 
20110919 ibm ces
20110919 ibm ces20110919 ibm ces
20110919 ibm ces
 

En vedette

How Anyone Can Be More Creative in 3 Easy Steps
How Anyone Can Be More Creative in 3 Easy StepsHow Anyone Can Be More Creative in 3 Easy Steps
How Anyone Can Be More Creative in 3 Easy StepsVivastream
 
Revolutionize Your Direct Marketing with Social/Mobile! - 10 Strategies and 2...
Revolutionize Your Direct Marketing with Social/Mobile! - 10 Strategies and 2...Revolutionize Your Direct Marketing with Social/Mobile! - 10 Strategies and 2...
Revolutionize Your Direct Marketing with Social/Mobile! - 10 Strategies and 2...Vivastream
 
Content Marketing and Publishing in the Mobile World
Content Marketing and Publishing in the Mobile WorldContent Marketing and Publishing in the Mobile World
Content Marketing and Publishing in the Mobile WorldVivastream
 
Perspectives n°14 janv-févr 2013 - athénéa conseils
Perspectives n°14   janv-févr 2013 - athénéa conseilsPerspectives n°14   janv-févr 2013 - athénéa conseils
Perspectives n°14 janv-févr 2013 - athénéa conseilsYoann DUCUING
 
Expanded Core Financial Services and the Prepaid Consumer -- Overdraft, Credi...
Expanded Core Financial Services and the Prepaid Consumer -- Overdraft, Credi...Expanded Core Financial Services and the Prepaid Consumer -- Overdraft, Credi...
Expanded Core Financial Services and the Prepaid Consumer -- Overdraft, Credi...Vivastream
 
Transition, transformation and growth 2014
Transition, transformation and growth 2014Transition, transformation and growth 2014
Transition, transformation and growth 2014Vivastream
 
Big Data for Small Businesses
Big Data for Small BusinessesBig Data for Small Businesses
Big Data for Small BusinessesVivastream
 

En vedette (7)

How Anyone Can Be More Creative in 3 Easy Steps
How Anyone Can Be More Creative in 3 Easy StepsHow Anyone Can Be More Creative in 3 Easy Steps
How Anyone Can Be More Creative in 3 Easy Steps
 
Revolutionize Your Direct Marketing with Social/Mobile! - 10 Strategies and 2...
Revolutionize Your Direct Marketing with Social/Mobile! - 10 Strategies and 2...Revolutionize Your Direct Marketing with Social/Mobile! - 10 Strategies and 2...
Revolutionize Your Direct Marketing with Social/Mobile! - 10 Strategies and 2...
 
Content Marketing and Publishing in the Mobile World
Content Marketing and Publishing in the Mobile WorldContent Marketing and Publishing in the Mobile World
Content Marketing and Publishing in the Mobile World
 
Perspectives n°14 janv-févr 2013 - athénéa conseils
Perspectives n°14   janv-févr 2013 - athénéa conseilsPerspectives n°14   janv-févr 2013 - athénéa conseils
Perspectives n°14 janv-févr 2013 - athénéa conseils
 
Expanded Core Financial Services and the Prepaid Consumer -- Overdraft, Credi...
Expanded Core Financial Services and the Prepaid Consumer -- Overdraft, Credi...Expanded Core Financial Services and the Prepaid Consumer -- Overdraft, Credi...
Expanded Core Financial Services and the Prepaid Consumer -- Overdraft, Credi...
 
Transition, transformation and growth 2014
Transition, transformation and growth 2014Transition, transformation and growth 2014
Transition, transformation and growth 2014
 
Big Data for Small Businesses
Big Data for Small BusinessesBig Data for Small Businesses
Big Data for Small Businesses
 

Similaire à Deliver More Powerful, Personalized Communications

Social media for acquisition and retention Power Up Direct & Digital Marketin...
Social media for acquisition and retention Power Up Direct & Digital Marketin...Social media for acquisition and retention Power Up Direct & Digital Marketin...
Social media for acquisition and retention Power Up Direct & Digital Marketin...Michael Leander
 
Omni Channel Marketing Conference - Lea Wright
Omni Channel Marketing Conference - Lea WrightOmni Channel Marketing Conference - Lea Wright
Omni Channel Marketing Conference - Lea WrightTony Booth
 
Digital Media Briefing & Planning Process
Digital Media Briefing & Planning Process Digital Media Briefing & Planning Process
Digital Media Briefing & Planning Process Shane Crombie
 
Marketing to the Power of ONE!
Marketing to the Power of ONE!Marketing to the Power of ONE!
Marketing to the Power of ONE!Joel Book
 
Seamless Customer Experience in the Age of Addressable Media. An REI Journey
Seamless Customer Experience in the Age of Addressable Media. An REI JourneySeamless Customer Experience in the Age of Addressable Media. An REI Journey
Seamless Customer Experience in the Age of Addressable Media. An REI JourneyVivastream
 
Driving Customer Engagement Through Multichannel Marketing
Driving Customer Engagement Through Multichannel MarketingDriving Customer Engagement Through Multichannel Marketing
Driving Customer Engagement Through Multichannel MarketingTim Suther
 
TelerXpreience Moving from Multichannel to Cross Channel
TelerXpreience Moving from Multichannel to Cross ChannelTelerXpreience Moving from Multichannel to Cross Channel
TelerXpreience Moving from Multichannel to Cross ChannelBarry Dalton
 
2011: Realign Your Digital Strategy for a Smarter, Faster World
2011: Realign Your Digital Strategy for a Smarter, Faster World 2011: Realign Your Digital Strategy for a Smarter, Faster World
2011: Realign Your Digital Strategy for a Smarter, Faster World Brunner
 
2011: How to Realign Your Digital Marketing Strategy
2011: How to Realign Your Digital Marketing Strategy 2011: How to Realign Your Digital Marketing Strategy
2011: How to Realign Your Digital Marketing Strategy Shaun Quigley
 
Infogroup Corporate Story
Infogroup Corporate StoryInfogroup Corporate Story
Infogroup Corporate Storymikepeterson
 
Death of a Brochure
Death of a BrochureDeath of a Brochure
Death of a BrochureMediaSauce
 
Cbi talk final 1 16-12
Cbi talk final 1 16-12Cbi talk final 1 16-12
Cbi talk final 1 16-12Barry Dalton
 
Blackstone 2013 Digital Marketing Review
Blackstone 2013 Digital Marketing ReviewBlackstone 2013 Digital Marketing Review
Blackstone 2013 Digital Marketing ReviewKen Allen
 
Rediscovering The Human Connection
Rediscovering The Human ConnectionRediscovering The Human Connection
Rediscovering The Human ConnectionDavid Feldt
 
Managing Multiple Channels in CP/Retail
Managing Multiple Channels in CP/RetailManaging Multiple Channels in CP/Retail
Managing Multiple Channels in CP/RetailJamie Anderson
 
Data & Marketing Analytics Theatre; Less communication is more conversation
Data & Marketing Analytics Theatre; Less communication is more conversationData & Marketing Analytics Theatre; Less communication is more conversation
Data & Marketing Analytics Theatre; Less communication is more conversationTFM&A
 

Similaire à Deliver More Powerful, Personalized Communications (20)

Social media for acquisition and retention Power Up Direct & Digital Marketin...
Social media for acquisition and retention Power Up Direct & Digital Marketin...Social media for acquisition and retention Power Up Direct & Digital Marketin...
Social media for acquisition and retention Power Up Direct & Digital Marketin...
 
Omni Channel Marketing Conference - Lea Wright
Omni Channel Marketing Conference - Lea WrightOmni Channel Marketing Conference - Lea Wright
Omni Channel Marketing Conference - Lea Wright
 
The power of digital CRM
The power of digital CRMThe power of digital CRM
The power of digital CRM
 
Digital Media Briefing & Planning Process
Digital Media Briefing & Planning Process Digital Media Briefing & Planning Process
Digital Media Briefing & Planning Process
 
Marketing to the Power of ONE!
Marketing to the Power of ONE!Marketing to the Power of ONE!
Marketing to the Power of ONE!
 
Seamless Customer Experience in the Age of Addressable Media. An REI Journey
Seamless Customer Experience in the Age of Addressable Media. An REI JourneySeamless Customer Experience in the Age of Addressable Media. An REI Journey
Seamless Customer Experience in the Age of Addressable Media. An REI Journey
 
Driving Customer Engagement Through Multichannel Marketing
Driving Customer Engagement Through Multichannel MarketingDriving Customer Engagement Through Multichannel Marketing
Driving Customer Engagement Through Multichannel Marketing
 
TelerXpreience Moving from Multichannel to Cross Channel
TelerXpreience Moving from Multichannel to Cross ChannelTelerXpreience Moving from Multichannel to Cross Channel
TelerXpreience Moving from Multichannel to Cross Channel
 
2011: Realign Your Digital Strategy for a Smarter, Faster World
2011: Realign Your Digital Strategy for a Smarter, Faster World 2011: Realign Your Digital Strategy for a Smarter, Faster World
2011: Realign Your Digital Strategy for a Smarter, Faster World
 
2011: How to Realign Your Digital Marketing Strategy
2011: How to Realign Your Digital Marketing Strategy 2011: How to Realign Your Digital Marketing Strategy
2011: How to Realign Your Digital Marketing Strategy
 
Infogroup Corporate Story
Infogroup Corporate StoryInfogroup Corporate Story
Infogroup Corporate Story
 
Death of a Brochure
Death of a BrochureDeath of a Brochure
Death of a Brochure
 
Cbi talk final 1 16-12
Cbi talk final 1 16-12Cbi talk final 1 16-12
Cbi talk final 1 16-12
 
Blackstone 2013 Digital Marketing Review
Blackstone 2013 Digital Marketing ReviewBlackstone 2013 Digital Marketing Review
Blackstone 2013 Digital Marketing Review
 
Connect v1.0
Connect  v1.0Connect  v1.0
Connect v1.0
 
Rediscovering The Human Connection
Rediscovering The Human ConnectionRediscovering The Human Connection
Rediscovering The Human Connection
 
Managing Multiple Channels in CP/Retail
Managing Multiple Channels in CP/RetailManaging Multiple Channels in CP/Retail
Managing Multiple Channels in CP/Retail
 
Data & Marketing Analytics Theatre; Less communication is more conversation
Data & Marketing Analytics Theatre; Less communication is more conversationData & Marketing Analytics Theatre; Less communication is more conversation
Data & Marketing Analytics Theatre; Less communication is more conversation
 
Björn Edlund´s presentation on WPRF
Björn Edlund´s presentation on WPRFBjörn Edlund´s presentation on WPRF
Björn Edlund´s presentation on WPRF
 
Comwiq 20121210 lite
Comwiq 20121210 liteComwiq 20121210 lite
Comwiq 20121210 lite
 

Plus de Vivastream

Exchange Solutions Datasheet_Ecommerce
Exchange Solutions Datasheet_EcommerceExchange Solutions Datasheet_Ecommerce
Exchange Solutions Datasheet_EcommerceVivastream
 
Exchange Solutions Datasheet_Customer Engagement Roadmap
Exchange Solutions Datasheet_Customer Engagement RoadmapExchange Solutions Datasheet_Customer Engagement Roadmap
Exchange Solutions Datasheet_Customer Engagement RoadmapVivastream
 
Vivastream Poster
Vivastream PosterVivastream Poster
Vivastream PosterVivastream
 
Vivastream Poster
Vivastream PosterVivastream Poster
Vivastream PosterVivastream
 
Breaking Up is Hard to Do: Small Businesses’ Love Affair with Checks
Breaking Up is Hard to Do: Small Businesses’ Love Affair with ChecksBreaking Up is Hard to Do: Small Businesses’ Love Affair with Checks
Breaking Up is Hard to Do: Small Businesses’ Love Affair with ChecksVivastream
 
EY Smart Commerce Report
EY Smart Commerce ReportEY Smart Commerce Report
EY Smart Commerce ReportVivastream
 
EY Global Consumer Banking Survey 2014
EY Global Consumer Banking Survey 2014EY Global Consumer Banking Survey 2014
EY Global Consumer Banking Survey 2014Vivastream
 
EY Global Consumer Banking Survey
EY Global Consumer Banking SurveyEY Global Consumer Banking Survey
EY Global Consumer Banking SurveyVivastream
 
Automation for RDC and Mobile
Automation for RDC and MobileAutomation for RDC and Mobile
Automation for RDC and MobileVivastream
 
Healthcare Payments Automation Center
Healthcare Payments Automation CenterHealthcare Payments Automation Center
Healthcare Payments Automation CenterVivastream
 
Next Generation Recognition Solutions
Next Generation Recognition SolutionsNext Generation Recognition Solutions
Next Generation Recognition SolutionsVivastream
 
Automation Services
Automation ServicesAutomation Services
Automation ServicesVivastream
 
Company Overview
Company OverviewCompany Overview
Company OverviewVivastream
 

Plus de Vivastream (20)

Exchange Solutions Datasheet_Ecommerce
Exchange Solutions Datasheet_EcommerceExchange Solutions Datasheet_Ecommerce
Exchange Solutions Datasheet_Ecommerce
 
Exchange Solutions Datasheet_Customer Engagement Roadmap
Exchange Solutions Datasheet_Customer Engagement RoadmapExchange Solutions Datasheet_Customer Engagement Roadmap
Exchange Solutions Datasheet_Customer Engagement Roadmap
 
Test
TestTest
Test
 
Tcap
TcapTcap
Tcap
 
SQA
SQASQA
SQA
 
Jeeva jessf
Jeeva jessfJeeva jessf
Jeeva jessf
 
Vivastream Poster
Vivastream PosterVivastream Poster
Vivastream Poster
 
Vivastream Poster
Vivastream PosterVivastream Poster
Vivastream Poster
 
APEX
APEXAPEX
APEX
 
Breaking Up is Hard to Do: Small Businesses’ Love Affair with Checks
Breaking Up is Hard to Do: Small Businesses’ Love Affair with ChecksBreaking Up is Hard to Do: Small Businesses’ Love Affair with Checks
Breaking Up is Hard to Do: Small Businesses’ Love Affair with Checks
 
EY Smart Commerce Report
EY Smart Commerce ReportEY Smart Commerce Report
EY Smart Commerce Report
 
EY Global Consumer Banking Survey 2014
EY Global Consumer Banking Survey 2014EY Global Consumer Banking Survey 2014
EY Global Consumer Banking Survey 2014
 
EY Global Consumer Banking Survey
EY Global Consumer Banking SurveyEY Global Consumer Banking Survey
EY Global Consumer Banking Survey
 
Serano
SeranoSerano
Serano
 
Accura XV
Accura XVAccura XV
Accura XV
 
Automation for RDC and Mobile
Automation for RDC and MobileAutomation for RDC and Mobile
Automation for RDC and Mobile
 
Healthcare Payments Automation Center
Healthcare Payments Automation CenterHealthcare Payments Automation Center
Healthcare Payments Automation Center
 
Next Generation Recognition Solutions
Next Generation Recognition SolutionsNext Generation Recognition Solutions
Next Generation Recognition Solutions
 
Automation Services
Automation ServicesAutomation Services
Automation Services
 
Company Overview
Company OverviewCompany Overview
Company Overview
 

Dernier

Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..dlewis191
 
Intellectual Property Licensing Examples
Intellectual Property Licensing ExamplesIntellectual Property Licensing Examples
Intellectual Property Licensing Examplesamberjiles31
 
Live-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry WebinarLive-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry WebinarNathanielSchmuck
 
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...IMARC Group
 
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...Khaled Al Awadi
 
Anyhr.io | Presentation HR&Recruiting agency
Anyhr.io | Presentation HR&Recruiting agencyAnyhr.io | Presentation HR&Recruiting agency
Anyhr.io | Presentation HR&Recruiting agencyHanna Klim
 
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...Brian Solis
 
PDT 89 - $1.4M - Seed - Plantee Innovations.pdf
PDT 89 - $1.4M - Seed - Plantee Innovations.pdfPDT 89 - $1.4M - Seed - Plantee Innovations.pdf
PDT 89 - $1.4M - Seed - Plantee Innovations.pdfHajeJanKamps
 
Building Your Personal Brand on LinkedIn - Expert Planet- 2024
 Building Your Personal Brand on LinkedIn - Expert Planet-  2024 Building Your Personal Brand on LinkedIn - Expert Planet-  2024
Building Your Personal Brand on LinkedIn - Expert Planet- 2024Stephan Koning
 
Project Brief & Information Architecture Report
Project Brief & Information Architecture ReportProject Brief & Information Architecture Report
Project Brief & Information Architecture Reportamberjiles31
 
Upgrade Your Banking Experience with Advanced Core Banking Applications
Upgrade Your Banking Experience with Advanced Core Banking ApplicationsUpgrade Your Banking Experience with Advanced Core Banking Applications
Upgrade Your Banking Experience with Advanced Core Banking ApplicationsIntellect Design Arena Ltd
 
Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access
 
Fabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and FestivalsFabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and FestivalsWristbands Ireland
 
ISONIKE Ltd Accreditation for the Conformity Assessment and Certification of ...
ISONIKE Ltd Accreditation for the Conformity Assessment and Certification of ...ISONIKE Ltd Accreditation for the Conformity Assessment and Certification of ...
ISONIKE Ltd Accreditation for the Conformity Assessment and Certification of ...ISONIKELtd
 
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISINGUNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISINGlokeshwarmaha
 
Developing Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursDeveloping Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursKaiNexus
 
A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.mcshagufta46
 
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...AustraliaChapterIIBA
 

Dernier (20)

Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..
 
Intellectual Property Licensing Examples
Intellectual Property Licensing ExamplesIntellectual Property Licensing Examples
Intellectual Property Licensing Examples
 
Live-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry WebinarLive-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry Webinar
 
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
 
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...
 
Anyhr.io | Presentation HR&Recruiting agency
Anyhr.io | Presentation HR&Recruiting agencyAnyhr.io | Presentation HR&Recruiting agency
Anyhr.io | Presentation HR&Recruiting agency
 
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
 
PDT 89 - $1.4M - Seed - Plantee Innovations.pdf
PDT 89 - $1.4M - Seed - Plantee Innovations.pdfPDT 89 - $1.4M - Seed - Plantee Innovations.pdf
PDT 89 - $1.4M - Seed - Plantee Innovations.pdf
 
Building Your Personal Brand on LinkedIn - Expert Planet- 2024
 Building Your Personal Brand on LinkedIn - Expert Planet-  2024 Building Your Personal Brand on LinkedIn - Expert Planet-  2024
Building Your Personal Brand on LinkedIn - Expert Planet- 2024
 
Investment Opportunity for Thailand's Automotive & EV Industries
Investment Opportunity for Thailand's Automotive & EV IndustriesInvestment Opportunity for Thailand's Automotive & EV Industries
Investment Opportunity for Thailand's Automotive & EV Industries
 
Project Brief & Information Architecture Report
Project Brief & Information Architecture ReportProject Brief & Information Architecture Report
Project Brief & Information Architecture Report
 
Upgrade Your Banking Experience with Advanced Core Banking Applications
Upgrade Your Banking Experience with Advanced Core Banking ApplicationsUpgrade Your Banking Experience with Advanced Core Banking Applications
Upgrade Your Banking Experience with Advanced Core Banking Applications
 
Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024
 
Fabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and FestivalsFabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and Festivals
 
ISONIKE Ltd Accreditation for the Conformity Assessment and Certification of ...
ISONIKE Ltd Accreditation for the Conformity Assessment and Certification of ...ISONIKE Ltd Accreditation for the Conformity Assessment and Certification of ...
ISONIKE Ltd Accreditation for the Conformity Assessment and Certification of ...
 
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISINGUNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
 
Developing Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursDeveloping Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, Ours
 
A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.
 
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
 
WAM Corporate Presentation Mar 25 2024.pdf
WAM Corporate Presentation Mar 25 2024.pdfWAM Corporate Presentation Mar 25 2024.pdf
WAM Corporate Presentation Mar 25 2024.pdf
 

Deliver More Powerful, Personalized Communications

  • 2. Deliver more powerful, personalized communications li d i i Presented by: With Special Guest: Neil Rader Darrin Wilen Vice President & General Manager President Small-Medium Business Wilen Media Kevin Klein Principle Consultant Customer Communication Management
  • 3. Deliver more powerful, personalized communications Communication opportunities Mail and direct marketing are effective – really! ff ti ll ! Techniques for driving results Questions IT’S A CHANCE TO TALK TO ME
  • 4. The world of customer relationships is evolving from individual to multi-channel l i f i di id l t lti h l Behavioural DATA Attitudinal GeoLocation Contextual Feedback Psychographic Response Transactional Demographic Address Address Door D Direct Di drop mail Telephone Inserts IVR ATM Facsimile Email Mobile CHANNELS Transactional Online Social Documents Media Unsolicited commercial mail U li it d i l il Telemarketing Di T l k ti Direct M k ti t Marketing Fax M k ti F Marketing E il SMS F Email FaceBook B k 1954 1960 1967 1980s 1992/4 2004 2011
  • 5. Communications opportunities Drive Data Insight Strategy Communications consumer behavior Company Increase Target                       Attract                      Offer                 Onboard                   Serve               Grow/Retain Reconnect customer satisfaction Best Customer Lifecycle Revenue Importance of personalization Typical Customer Lifecycle and relevance $0 Importance of channel Aware                  Consider              Purchase                      Use                Love/Leave              Repeat/Loyalty      Consumer
  • 6. The power of more personalized communications Names only Static full color Personalization & full color Database intelligence & localization l li ti 0% 100% 200% 300% 400% 500% Source: Personalized and Database Printing, Romano / Boudy
  • 7. Mail and direct marketing are effective – really! Multi-channel marketing creates connections for brands and ultimately builds customer l lti t l b ild t loyalty lt According to the DMA, customers that combine mail and email, can increase response rates by 28% PLEASE STOP SENDING ME “UN”VALUABLE OFFERS UN VALUABLE
  • 8. Innovative techniques for driving results Effective targeting-use of analytics g g y Achieving relevance-use analytics, segmentation Bridging channels-QR codes Facilitating customer friendly calls to action-QR codes Leveraging the transactional communication MAKE ME FEEL LIKE I AM MORE THAN JUST ANOTHER CUSTOMER
  • 9. Effective targeting use of analytics Deliver the right message to the right person – The most critical part of your marketing campaign Effective use of data – Capture, organize and analyze will give targeted, actionable information It’s all about measurement – Proper measurement and tracking of leads with result in enhanced ROMI
  • 10. Effective targeting and relevance- the role of analytics Data Insight Integrating and  Understanding and  enriching  predicting customer  individual  behaviour customer data Communications Strategy Managing and  Deciding and  connecting cross‐ executing on the  channel customer  customer best next  communications action “Pitney Bowes is shifting the discussion from a dialog centered on cost control and efficiency to one that also incorporates driving revenue for its customers.” IDC
  • 11. Achieving relevance – use of analytics and segmentation l i d i Personalized communications is key – Every communication should be driven by knowing y y g and understanding your customer – Not just about WHO they are but WHAT they do Personalize messages to the individuals likes, dislikes, past behaviors and buying patterns Knowledge i power: T K l d is Targeted relevant d l communications provides customers with major competitive advantages
  • 12. Analytics and segmentation – creating insight Location Analytics • Risk Management • Assets Location Analysis • Campaign Analysis • Real-time monitoring • Routing • p Sales area optimization Insight Understanding and  Data predicting customer  Integrating and  behaviour enriching  Campaign Analysis individual  customer data Customer Analytics • Offer management • Customer • Uplift Modelling segmentation & • Contact optimization Communications Strategy Managing and  Deciding and  targeting connecting cross‐ executing on the  • Propensity to churn channel customer   customer best  communications next action and purchase • Customer Lifetime Value (CLV) Analysis ( ) y
  • 13. Bridging channels – QR Codes Your audience is key Delivering personalized, actionable and trackable messages to your targeted audience Where you deliver the message is as important as the content of the message QR Codes…ideal for data capture, response from your target audience and reinforcement of your promotional message
  • 14. QR Codes Bridging h i l di i l B id i physical & digital Connecting physical communications to the mobile world – Targetable: Complimentary to segmenting and profiling – Personalizable : Encoded PURL for a personal customer experience – Actionable: Deliver richer content, facilitate customer self serve including payments – Trackable: Capture customer interest and facilitate ordering p p g process
  • 15. The new formula 4 color VDP f envelopes l for l The power of color… Variable - Unique No Converting Real Time – Data Drives Messaging No Inventory
  • 16. The power of data Key ey Message: Data drives a successful VDP project
  • 17. The power of data Analyze the data you have Create a data strategy Create data specific messaging Produce a relevant and measurable campaign Measurement leads to success
  • 18. New applications Not for profits… Being B i personal works l k Use creative to drive response Create an emotional connection
  • 19. What do recipients really want? The Future of Direct Mail Mail* According to a recent customer survey direct mail is the “preferred” medium among most consumers for receiving p g g and evaluating information about products: * 66% want "highly-personalized" offers, rather than ones not personalized at all. SOURCE: CAPV
  • 20. Right message to the right audience
  • 21. Leveraging transactional communications 95%+ of transactional mail is opened 1 and 3 minutes spent reading transactional documents Multiple views per document Specific calls to action 7% of direct mailings read 8.5% of prospecting emails are opened 76% of online purchases are influenced by mail y Sources InfoTrends,ExactTarget and the Direct Marketing Association
  • 22. The common denominator – variable data Application template form document design Transactional data Personalized, targeted insert Personalized, targeted onsert Personalized, targeted “ensert” All created with 100% variable data
  • 23. Triggers Transactional Data Address/Cluster Statement Whitespace
  • 24. Realizing the transactional communication opportunity i i i Characterization – Transactional application pp – Consumer profile – White space opportunity Build the campaign – Load digital assets – Select business rules Reporting
  • 25. Best practices in transactional multi channel communications multi-channel Maintain the Brand Convert documents from compliance to relationship enhancing Marketing & Line of Business  can: – Content/presentation Maximize existing real estate on Build in linkages transactional statement Infinite variety of inserts – Customer service features Gain more messaging per ounce Target customer messaging – C ll t action enablers Call to ti bl Quickly execute new campaigns Maintain control of messaging – Intelligent and relevant Integrate campaign based upon offers results