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Personalisering
Morgenbriefing 2015.10.06
Nikolaj Opstrup, Managing DirectorMads Jespersen, Senior Client Director
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Forventninger
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Agenda
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1 Introduktion til personalisering2 Fra tanke til handling3 Case: Gør besøgende til kunder4 Udfordringer5 Take-aways
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PersonaliseringIntroduktion til
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“Jeg deler gerne mine interesser og oplevelser for at …”
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Effektivisere min shopping-oplevelse on-site
Modtage relevante tilbud hele året
Få en mere personlig oplevelse af shopping
Få en overordnet bedre oplevelse
60%
60%
58%
58%
Kilde: Magnetic/MyBuys (Februar 2015)
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“Personalisering handler i al sin enkelthed om at
skabe en brugertilpasset digital oplevelse”
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Helt ensforsider påborger.dk
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relateret ≠ relevant
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4 personlige kneb
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1 Husk mit navn2 Hils når du ser mig3 Spørg om min mening4 Anerkend min indsats
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Fra tanketil handling
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3 enkle segmenter
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NY BESØGENDE TILBAGEVENDENDE BESØGENDE TILBAGEVENDENDE KUNDE
Standard design Personaliseret design Design tilpasset kundens behov efter køb
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Personaliseringsniveauer
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Identificér Målret Anbefal Assistér Tilpas
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© Creuna
Inaktiv HyperaktivAktivitet
Reaktiv Proaktiv
0 ∞Viden
Intern Ekstern
Personaliseringsniveauer
Identificér Målret Anbefal Assistér Tilpas
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Viden
Aktivitet
Ekstern
Intern
Reaktiv Proaktiv© Creuna
facebook.com
borger.dk
politiken.dk
google.dk
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Viden
Aktivitet
Ekstern
Intern
Reaktiv Proaktiv
Tilpas
Assistér
Anbefal
Målret
Identificér
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Niveau 1 – Identificér brugeren
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Viden
Aktivitet
Ekstern
Intern
Reaktiv Proaktiv
Tilpas
Assistér
Anbefal
Målret
Identificér
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Niveau 2 – Målret indhold
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Viden
Aktivitet
Ekstern
Intern
Reaktiv Proaktiv
Tilpas
Assistér
Anbefal
Identificér
Målret
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Brug de oplysninger du har
© Creuna
Generel reminderSelv om bruger for længst er færdiguddannet og fuldgyldigt medlem
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Niveau 3 – Anbefal valg
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Viden
Aktivitet
Ekstern
Intern
Reaktiv Proaktiv
Tilpas
Assistér
Målret
Identificér
Anbefal
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© Creuna
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Ugentlig anbefaling baseret på personlig lyttedata
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file:///.file/id=6571367.17830019
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Anbefal på en mere indirekte måde
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Niveau 4 – Assistér med proces
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Viden
Aktivitet
Ekstern
Intern
Reaktiv Proaktiv
Tilpas
Identificér
Målret
Anbefal
Assistér
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Niveau 5 – Tilpas til situation
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Viden
Aktivitet
Ekstern
Intern
Reaktiv Proaktiv
Identificér
Målret
Anbefal
Assistér
Tilpas
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Casecykelexperten.dk
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• Etableret 2007 af Brian Jespersen
• Kombination af fysiske butikker & webshop
• Ejerledet• B2C salg i DK
Intro til Cykelexperten.dk
© Creuna
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Forretningsudfordringer
© Creuna
Konkurrencen intensiveres
Relevant mersalg
Forventningtilonline service
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“Personalisering handler i al sin enkelthed om at
skabe en brugertilpasset digital oplevelse”
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Formål med personalisering på cykelexperten.dk:
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”At guide den besøgende til en hurtigere og mere relevant købsoplevelse”
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© Creuna
1%100.000 BESØGENDE
Konverteringsrate
1.000.000 KR1.000KR
1.500.000 KR
Gns.ordre = 1.000kr
+50%
1,5%100.000 BESØGENDE
Konverteringsrate
1.000KR
Gns.ordre = 1.000kr
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Hvordan øger vi konverteringsraten?
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Design tilpasset kunderejsen
© Creuna
1. BESØG 2. BESØG 3. BESØG
Tilbehør Tilbud
Standard design Personaliseret design Design tilpasset kundens behov efter køb
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Design tilpasset kunderejsen
© Creuna
1. BESØG 2. BESØG 3. BESØG
• Standard design • Kategorier tilpasset• Billede slider/karrusel
• Produkt tilpasset• Nyhedsbrev erstattet med
USP’er
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CHRISTIAN
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Christians 1. besøg – via Google
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NYHEDSBREV
CYKELEXPERTEN.DK
racercykel
v v v v
Velkommen
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Christians 1. besøg – via Google
© Creuna
NYHEDSBREV
CYKELEXPERTEN.DK
Google AdWords
racercykel
v v v v
Racercykel
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© Creuna
1. besøg• Standard design
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Hvad ved vi om Christian efter 1. besøg?
© Creuna
CYKELTYPE(Racercykel)
DEVICE(Bærbar PC)
EVT. SØGEORD(Adwords/organisk)
GEO-LOCATION(Århus C)
CHRISTIAN
NYHEDSBREV?(Ikke signet op)
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Christians 2. besøg
© Creuna
NYHEDSBREV
CYKELEXPERTEN.DK
RACERCYKLER
ALURACERCYKEL
CARBONRACERCYKEL
TRIRACERCYKEL
TILBEHØRRACER-CYKLERChristian signer
også op til nyhedsbrevet
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© Creuna
2. besøg• Kategorier tilpasset• Billede
slider/karrusel
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Standard-nyhedsbrev vs. personaliseret
© Creuna
Hej kunde Hej Christian
NYHEDSBREV NYHEDSBREV
CARBONRACERCYKLER
TILBEHØR: Carbon racercykel
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Christians 3. besøg – via nyhedsbrev
© Creuna
FRI FRAGT – spar 399 KR
CYKELEXPERTEN.DK
RACERCYKLER
CARBONRACERCYKEL14.999 KR
CARBONRACERCYKEL16.999 KR
TILBEHØRCARBONRACERCYKLER
CARBONRACERCYKEL19.999 KR
Hej Christian
CARBONRACERCYKLER
NYHEDSBREV
TILBEHØR: Carbon racercykel
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© Creuna
3. besøg• Produktspecifikt• USP’er vises
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© Creuna
3. besøg• Produktspecifikt• USP’er vises
Tilbagevendende kunde
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Hurtigere & mere relevant købsoplevelse
© Creuna
Hej ChristianCYKELEXPERTEN.DK
= øget konverteringsrate
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Forretningsudfordringer(Delvist løst)
© Creuna
Konkurrencen intensiveres
Relevant mersalg
Forventningtilonline service
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Casecykelexperten.dk
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Projektmodel
© Creuna
Lean startup
BuildLearn
Measure
Data Product
Ideas
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Effektmåling
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Eksempler på effektmåling
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1 Sign-up’s2 Engagement3 Konverteringsrate4 AOV (Average Order Value)5 Færre opkald til kundeservice6 …
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© Creuna
Medium værdi
Lav værdi
Høj værdi
Viden
Aktivitet
Ekstern
Intern
Reaktiv Proaktiv
Hvad du ved og hvad du gør
Medium værdi
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Udfordringer
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Grænsen for personalisering
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Tænk UX ind fra starten
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Organisationen skal støtte op
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© Creuna
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Take-aways
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Take-aways
© Creuna
• Relateret ≠ relevant• Brug personlige ”kneb”• Vælg din kampplads• Vær personlig til en grænse• Skab en god brugeroplevelse• Få organisationen med
• Husk mit navn• Hils når du ser mig• Spørg om min mening• Anerkend min indsats
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© Creuna
Deltag i lodtrækningen om en inspirerende morgenbriefing til dine kollegaer
Tag lidt inspiration med hjem
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Make a new slide to add or change the icons by using graphics from www.iconmonstr.com
Tak!Nikolaj Opstrup, Managing DirectorMads Jespersen, Senior Client Director
creuna.dk [email protected]
nopstrup(+45) 22685870 nopstrup