Introduction

Four key trends for customer engagementRichard SedleyDirector, cScape Customer Engagement Unit

Four tactics for customer engagement

1. Personalisation and the rich experience

2. Persuasion and the role of psychology

3. Atomisation and the distributed experience

4. Social tools and the new conversation

What is engagement?

Repeated interactions that strengthen the emotional, psychological and physical investment a customer has in a brand (product or service)

Personalisation and the rich experience

me, Me, ME

Personalisation and the rich experience

Personalisation and the rich experience

Personalisation and the rich experience

Personalisation and the rich experience

Persuasion and the role of psychology

Persuasion and the role of psychology

Sign-up Report

Report Sign-up

A B

Conversion rate = 84% Conversion rate = 72%

44%

Field conversion

91%

Field conversion

Embedded Persuasive Strategies to Obtain Visitors’ Data. Gamberini, Petrucci, Spoto, Spagnolli

You.

Atomisation and the distributed experience

BBC

Yourblog

Slideshare

Facebook

Linked In

Adapted from a graphic by David // Armano

Me.

Atomisation and the distributed experience

BBC

Slideshare

Facebook

Linked In

Adapted from a graphic by David // Armano

You.

TottenhamHotspur

Myblog

Atomisation and the distributed experience

If your customers spend 99% of their online time

on sites other than your own perhaps you should focus

on trying to be present where they are rather than

paying a fortune to drag them to your site.

“

”Ashley Friedlien, CEO E-consultancy

Social tools and the new conversation

Social tools and the new conversation

Social tools and the new conversation

Four tactics for customer engagement

1. Personalisation and the rich experience

2. Persuasion and the role of psychology

3. Atomisation and the distributed experience

4. Social tools and the new conversation

Download book for free at:

www.winners-and-losers-in-a-troubled-economy.com

Richard Sedley’s blog: www.loopstatic.com