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presented by:
Webinar: How Franchises Can Deliver the Power of the National Brand Locally Learn the strategies & technology needed to drive engaging online experiences for franchises or dealers.
@bridgeline Bridgeline.com
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Jeremy Laduque @jeremyladuque CFE, SVP of Franchise & Large Dealer Networks Bridgeline Digital State University of New York in Brockport, NY [email protected]
Brett Zucker @brettzucker Executive Vice President and Chief Technology Officer Bridgeline Digital BS degree in Electrical Engineering, Cornell University Masters in Business Administration, Harvard Business School [email protected]
About the Presenters
Visit us at: bridgeline.com Follow us: @bridgeline
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Please engage with this presentation
We welcome your questions… As the presentation is being given, we welcome your inquiries. Just open the questions pane and ask what you want to know!
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Who is Bridgeline Digital
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We help our customers achieve their key initiatives by leveraging leading web based technologies
How We Build Customer Success
“No other company in the web engagement marketplace can provide for its customers the integrated solutions Bridgeline provides.”
- Scott Liewehr, DCG
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Introduction
- Wayne Gretzky
” “ A good player goes where the puck is, a great
player goes where the puck is going to be.
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Introduction
1990's
2000's
2010's
Marketing
Sales
IT
§ Dominated by Traditional Channels
§ Web Is Introduced
§ Emergence of Interactivity
§ Localized Web § Socialization
§ Mobilization § Localized Web +
Social + Mobile
Convergence & Interdependence
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Introduction
In Today’s World… …it’s not enough to have an effective message,
you have to deliver that message to
customers and get them to engage & convert.
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Introduction
The State of Consumers
1. Customers are on a multitude of devices. Your
marketing message needs to show up & display
properly on all devices.
2. Customers are distracted easily and
expect content, and marketing messages,
to be tailored to their needs.
3. Customers expect the experience with your
brand to be easy, from start to finish.
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What Is The Holy Grail?
i. Ranking well organically (Search Engine Optimization)
ii. Showing up in directories (Local Directories)
iii. A low cost per click (Pay-Per-Click)
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What This Means For Franchises
i. Make it Convenient by Showing Up Properly
ii. Deliver a Custom Tailored Experience
iii. Make it Seamless Through the Entire Customer Life Cycle
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What This Means For Franchises
i. Make it Convenient by Showing Up Properly
ii. Deliver a Custom Tailored Experience
iii. Make it Seamless Through the Entire Customer Life Cycle
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Make it Convenient by Showing Up Properly
Showing Up Properly
§ Present your messaging in the right format
§ Build audience uses cases
§ Leverage responsive web design
Omni-‐Channel Marke/ng is a modern approach to crea/ng a seamless consumer experience across all available customer channels.
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Make it Convenient by Showing Up Properly
Did you Know..?
There are 7 billion people on Earth:
§ 5.1 billion own a cell phone
§ 4.2 billion own a toothbrush
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Make it Convenient by Showing Up Properly
Mobile Opportunity
Mobile web adop/on is happening 8 /mes faster than web adop/on from late 90’s.
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Make it Convenient by Showing Up Properly
Google’s Recommendation
§ RECOMMENDED: Sites that use responsive web design, i.e. sites that serve all
devices on the same set of URLs, with each URL serving the same HTML to all
devices and using just CSS to change how the page is rendered on the device.
§ NOT RECOMMENDED: Sites that dynamically serve all devices on the same set
of URLs, but each URL serves different HTML (and CSS) depending on whether
the user agent is a desktop or a mobile device.
§ NOT RECOMMENDED: Sites that have a separate mobile and desktop sites.
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Make it Convenient by Showing Up Properly
Responsive Web Design § Easier to Maintain and Publish Content
§ You can future proof your website
§ Create the optimal experience
§ It’s about being ready with the right call to action, at the right time
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Make it Convenient by Showing Up Properly
Responsive Design Case Study: The UPS Store
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Make it Convenient by Showing Up Properly
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Make it Convenient by Showing Up Properly
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What This Means For Franchises
i. Make it Convenient by Showing Up Properly
ii. Deliver a Custom Tailored Experience
iii. Make it Seamless Through the Entire Customer Life Cycle
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Deliver a Custom Tailored Experience
Deliver a Custom Tailored Experience
§ The power of persuasion – attracting your audience means grabbing
their attention and giving them a reason to stay on your website
§ Persuasive content - automatically present the right content, to the
right audience at the right time
ü By device
ü Navigational behavior
ü Search terms
ü Site usage
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Deliver a Custom Tailored Experience
Deliver a Custom Tailored Experience
Audience Segmentation
Personalized Experience
Dynamically Varying Content
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Deliver a Custom Tailored Experience
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Deliver a Custom Tailored Experience
A Standard Search On Google
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Deliver a Custom Tailored Experience
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Deliver a Custom Tailored Experience
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Deliver a Custom Tailored Experience
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Deliver a Custom Tailored Experience
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Deliver a Custom Tailored Experience
Indoor Lighting Indoor LED Lighting
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Deliver a Custom Tailored Experience
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Deliver a Custom Tailored Experience
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Deliver a Custom Tailored Experience
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Deliver a Custom Tailored Experience
Deliver a Custom Tailored Experience
§ You can draw a parallel between the users intent and the traffic source and other
data about the user
§ The traffic source (organic search, paid search) and other data (existing
customer, subscriber) is all information available to you and the software you use
§ The title of the page (organic), or the text that brought them to it (paid), plays a
huge part. The promise of the title or ad copy is what motivates the visit.
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What This Means For Franchises
i. Make it Convenient by Showing Up Properly
ii. Deliver a Custom Tailored Experience
iii. Make it Seamless Through the Entire Customer Life Cycle
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Make it Seamless Through the Entire Customer Life Cycle
Life Cycle Marketing
Attract & Acquire
Introduce to Products/Services
Delivery & Satisfy
Grow & Upsell
Cultivate Loyalty &
Re-Acquisition
• Profiling of customer • All customer related data Data • Unified decision supporting platform • Measure customer related metrics Decision
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Make it Seamless Through the Entire Customer Life Cycle
The Value of Data
According to Aberdeen’s survey of 125 organiza/ons, 56% of best-‐in-‐class organiza/ons, report they’re using faster, more complex analy/cs to gain a compe//ve advantage over their peers.
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Make it Seamless Through the Entire Customer Life Cycle
Examples of Decision Engines
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Make it Seamless Through the Entire Customer Life Cycle
Examples of Decision Engines
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Make it Seamless Through the Entire Customer Life Cycle
Examples of Using Data to Drive Decisions
Acquiring – using persuasive content to change the experience based on
user behavior
Upselling – using actions taken by the customer to upsell and cross sell
Loyalty –
ü Building loyalty through knowing something about the consumer
(ex. coupons for frequent buyers)
ü Building referrals through knowing a customers experience as
well as complete profile (social networks, email, physical address)
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Make it Seamless Through the Entire Customer Life Cycle
Examples of Meaningful Metrics
Search Rankings
Traffic / Impressions Fans / Followers
Time On Site Downloads
Posts / Retweets
Walk In Traffic
Form Fills Phone Calls
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Make it Seamless Through the Entire Customer Life Cycle
Engaging & Converting Your Audience
§ Engagement is about keeping the user’s attention while overcoming
their objections. ü Showing up using the ‘3 Pillars’ of organic, directories and PPC
ü Showing up properly on all devices using RWD
§ Conversion is about establishing credibility through articulating your
value, being unique and being relevant to the consumers needs.
ü Understanding the users intent as quickly as possible and showing the
most valuable and relevant information through persuasive content
ü Establishing credibility and building long term loyalty through life cycle
marketing and the use of dig data
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Make it Seamless Through the Entire Customer Life Cycle
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Q&A
Jeremy Laduque @jeremyladuque Senior Vice President Franchise & Large Dealer Networks [email protected]
Brett Zucker @brettzucker Executive Vice President and Chief Technology Officer [email protected]
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Thank You for joining the Webinar!
Follow us on twitter: @bridgeline Visit us at: www.bridgeline.com