Transcript: AWARENESS AWARENESS Facebook & Instagram Ads We want to impact users in Social Media with ads which have interesting content for our target. Our aim is to send the message in a clear and direct way using two types of posts: - Posts with offfers - Posts with financial produts. Facebook & Instagram Ads Google Search Google Search We use it in order to satisfy our users' searchs related to Renault Financiación, Dacia Financiación and Nissan Financiación. Using this, we make the first stage of conversion funnel, more direct, intuitive and useful to the user. Advertising Studio Advertising Studio MAIN CHARACTERISTICS: - It activates the users' data kept in SalesForce, like Social Media - It increases the Customer ROI through upsell campaigns, renovations and re-engagement - Improves the users experience with multichannel customer journeys - Re- enlist inactive users through the customer journey PROSPECTS: - It finds new prospects through “lookalikes” - It create advanced campaigns of leads generation, with an accurate segmentation and optimized investment CONSIDERATION CONSIDERATION Financial Websites Specific products information for users who already know about the car Highly SEO optimized sites to answer all questions the potential customers may have in this phase of the journey High value content focused on lead generation Detailed analytics tracking to know more about the users behavior Financial Websites Renault Finance Nissan Finance Dacia Finance Brand Websites Brand Websites Inside the 2021 projects, we highlight our CRM integrated with the brands. In order to complete this strategy, we have launched a complete project of integration into the brands' webs. With this action we want to: - Simplify the customer journey. - Build a new coherent Customer Journey. - Use the financial conditions as the trigger of the purchase - Reduction of number of clics - Make the user to stay at the same web page all the time Some of the changes we have planned: Presence of the simulator during the whole process Fees and prices in the Home Information pills in product pages PDFs to Download with information about Financial Products Financial simulator Financial Simulator In this phase, it is important to give the potential customer the most accurate information about the different options they have to acquire the car. And this is the main role of the financial simulator. Giving the user the chance to see different quotes or to "play" with different entries is a must. Renault Nissan But there is always room for improvements. Our proposals for 2021: Other finance products integration (Box, Renting, Classic) Lead generation focus Optional services One click strategy along the journey Online Pre - Approval Online Pre-aproval BEGINNING OF THE PROCESS BEGINNING OF THE PROCESS Once the system checks the information, the customer receives a message with the result. He has the option to upload some documents such as ID, Bank and income receipts. - Stand alone module to give the customer the possibility to check if the credit is possible or not - It can be implemented on any website - With a few fields the customer receive a confirmation Customer information First Check RCI Seguros RCI Seguros In collaboration with Marketing Team we have created a complete new and customer oriented brand in order to show RCI as a insurance supplier not only as a financial accompaniment A complete web focused on our insurances supported by the main brands like Caser, Mapfre, Axa... With this action we want to improve the stand alone sales. PURCHASE PURCHASE You Rent Online You Rent Online Contract your renting online in 5 steps and receive it at home in less than 10 days 1. Select your car 2. Choose desired months & kms 3. Fill in personal data form 4. Upload a few documents 5. Pay and sign the contract online ... and get the car! +240K users +xx cars +500 leads +90 docs Web Stock Nissan Web Stock Nissan 4. Reservation Payment 2. Car configuration 1. Model Section 3. Customer Form ID generation Online order Stock units PVP with discounts Financing selection Direct payment to the dealer With Web Stock Nissan our customers are able to buy their new car online doing the whole process from their home. RCI Online RCI Online CUSTOMER AT HOME 1. UC Selection - OCR of all the documents - Online signature of the financing contract 2. Gladis (Offer F) 3. Preaceptation 4. Dealer Selection 5. Online Payment 300€ to reserve the car 6. Lead sent to Leader 7. Order sent to @baco Finance Offer registered in @baco 8. RCI Online 8. RCI Online 9. UC Delivery Online Acceptance process CUSTOMER JOURNEY SELLER IN @BACO - Financial offers generation - E-mail delivery for online financing register E-SIGNATURE e-Signature - This process allow the customer to sign the contract totally online. - It can be integrated as a brick in any process - Once the customer read the document, he receive in his phone a pin code to finish the signature SERVICE & RETENTION SERVICE & RETENTION
Transcript: Admission Office develop card Card office Home adress updatecard registration apply for card uppload picture Pay fees Blue folder Fill in adress send card System map for Swedish Student test card
Transcript: Customer: Nick -March 7, 2016 Customer called Tech support reported issue for NDT . Ticket logged : PFM-46140 -FMT actioned the case the next day Commitment : 9/3/2016 Field technician came and fix issue (8/3/2016) Customer: Nick March 12, 2016 Customer called in reported an issue for slow speed (Open 1 ) Tech logged fault as slow speed March 14, 2016 Norman from FMT closed ticket stated not a fault on the line as open 1 . Fault was withdrawn due to incorrect assessment Customer: Nick May 19,2016- Customer inquiring for slow speed. Rep advised that adsl2+ is not supported on the area. Rep advised that need to wait for 3months. TIO threat -Rep tried to contact customer but no contact and sent sms. Customer: Nick Customer called the same day (19/5/2016) in tech dept re reported slow speed issue . -FMT actioned 22/5/2016 logged ticket in supplier. On the same day, FMT was informed with Congestion (NO ETR). Customer was informed and asking for credit 23/5/2016-outbound followup from FMT was referred to CS but cx declined to complete call transfer and arrange callback with account's team. No callback made from account's team. Customer : Nick June 3, 2016 TIO was filed. -no followup call and unworkable service TIO manager - Called the customer june 6 and 16 Negotiate - customer wanted half of every month for 24months bill. Rep offered $10 off every month for 24months bill. Customer declined TIO manager updated the case. Customer: Brian May 24, 2013 -customer reported that the Hp is not working Rep change the access level to NA8 and provided the lead time (24-48hrs) May 29,2013 -customer reported same issue (order was canceled causing delay on resolution) credit for $10 as delayed on customer' s request on the next day. -TIO was raised but was closed as well due to credit for CSG credit. Customer : Brian -March 3, 2015 ticket was logged for Hp issue FMT close ticket and sent sms for fault closure on March 5, 2015 -January 25,2016 ticket was logged for line noise via online (PFM-36809) L1 tech support actioned on January 28 and was logged to lols, Commitment 11/2/2016 Sent sms for customer acknowledgement -February 11,2016 customer called in asking for update. Due to high call volume created callback -commitment reschedule due to HWL 24/2 -February 12,2016 customer called back complaining no callback from FMT Transferred call to FMT requested for L5 to expedite appointment 16/2 - February 13 Tech came and fix issue, FMT confirmed with customer service is working, Customer: Brian June 1, 2016 - Customer called in asking for credit on January's fault. -transferred to tech and was offered $26.30 for downtime credit, customer declined. rep offered to call CS but customer declined and threatened to report to TIO. Customer: Brian June 3, 2016 TIO Filed because of delay on escalating issue TIO case still ongoing MR Nishant Singla CID: 9053297 SALES CALL May 6, 2016 : Sign up date May 10, 2016 : activation date. *Account was activated within the time frame Customer: Nishant Account was welcome - 6/05/2016 Negotiation was made between the EL agent and the customer The customer was advised that the modem is for free. The agent negotiated to cover the delivery fee but the customer refused to pay the agent waived the charges for the modem Customer: Nishant - On May 12, 2016, the customer was unable to connect and consulted a tech support rep. Issue Identified: No Auth. The customer called into set up his internet. Modem Used: BYO, issue resolved. May 22, 2016 : Customer called in for drop outs issue. Modem isolation was done and a callback was offered. Callback was unsuccessful. Customer returned a call reporting the same issue and was assisted by a L1 tech support for troubleshooting. Customer: Nishant June 1, 2016: Customer called in and troubleshoot for No Auth, Issue was resolved. June 12, 2016: Customer called in for no internet connection, L1 tech support advised the customer that there is an Ongoing outage. Customer: Nishant June 1, 2016: Customer chatted with Correspondences specialist for assistance regarding his connection (no auth using tplink provided by dodo) and asked for compensation for non usages. The customer requested for a callback and ended the chat conversation, however no callback done by the specialist. Customer: Nishant: June 8, 2016 : Customer filed TIO, credits were provided regarding the outage and case resolved Customer: John Silvello CID: 9085138 May 24, 2016 : Sign up date. Customer was advised that activation would take 7 to 10 Business Days. Account is still on Pre-active status we sent a sms on May 25, 2016 regarding with the appointment between 07/06/2016 08:00 - 12:00 time. Customer: John May 29, 2016 : Customer called in and spoke with Dodo Connect Support confirming the SMS that he received regarding the scheduled appointment. May 30, 2016 : Customer called in and spoke with an Early life representative and confirmed the activation would take place 1-2 BD after the scheduled appointment
Transcript: MARKETING AUTOMATION (MA), SALESFORCE, DIGITAL MARKETING & THE CUSTOMER JOURNEY PRESENTERS CHRIS FLORES NC State KEITH BRETZIUS Michigan NATASHA FRISCH Paciolan MICHAELA PATT Paciolan AWARENESS AWARENESS Facebook & Instagram Ads Static Image Ad Linear Storytelling through the Stories Placement Hype Footage Facebook & Instagram Ads Google Display Drive Awareness Increase Consideration Target Local Affinity Contextual Website Google Display Google Search Google Search "Official Tickets" High Intent Keywords Specific to Tickets, Schedule Can Use Google Analytics Audiences Link User to Schedule Page Build Retargeting Pool Facebook Lead Gen Facebook Lead Generation Custom Form Salesforce/CRM Integration Compatible Detailed Targeting Past Purchasers Engaged Fans Local Sports Fans Marketing Automation Prospecting Emails Emails based on things like subscriptions, order history, zip code, etc. Typically sent manually MA Prospecting Emails Salesforce Prospecting Campaigns Direct Call Campaigns Direct Email Campaigns from Rep through Salesforce Salesforce Prospecting Campaigns Connected TV Brand Awareness Fuel Increased Search Traffic Bid on Same Broadcast Networks as Traditional TV Household Targeting Connected TV CONSIDERATION CONSIDERATION Customer Lands on eVenue Lands on eVenue Customer lands on eVenue but has no activity, an Adobe embedded form can pop up asking for more information Great way to get NEW users into your Adobe database Adobe Form Submit Embedded Adobe forms can trigger several other activities Update current account or create new account in Adobe Send follow up email to customer Send an internal notification to a sales rep Populate form response on lead dashboards in Salesforce Adobe Form Submit MA Consideration Emails Shopping Cart Abandonment Web Nurturing Behavior-Based Retargeting MA Consideration Emails Sent after 2+ visits on high-value page Dynamic content based on item that was abandoned Salesforce Lead Generation Campaigns Daily Watch Dashboards Account Opportunities, Tasks & Marketing Activities Salesforce Lead Gen Campaigns Account-level view of Marketing Activities Daily Watch dashboards display leads from Marketing Activities like Form Submits and High Value Page Views for sales reps to take action on. Can generate lead source reports like Marketing Activities by type and Top Activity Reports over the last 90 days Targeted Google Display Ads Website Retargeting CRM Targeting Lookalike Audiences Specific Copy Targeted to a Specific Audience Targeted Google Display Targeted Facebook & Instagram Ads Audience Segmentation Website Retargeting CRM Targeting Lookalike Socially Engaged Targeted Facebook & Instagram Ads Personalized URL and Digital Invoice If a customer is a returning customer, can provide a custom renewal website and a digital invoice to assist in the consideration phase Personalized URL & Digital Invoice PURCHASE PURCHASE Salesforce Updates Salesforce Account Updates Service Rep can be assigned to first-time purchasers Transaction Data Automatically Updated to Account MA Confirmation Thank You Email MA Confirmation Thank You Email Supplement back office confirmation email with more information Can pull in transaction data to display automatically SERVICE & RETENTION SERVICE & RETENTION MA Engagement Campaigns MA Engagement Campaigns Happy Birthday Emails Holiday Cards Digital Engagement Thank You Campaign Coming Soon MA Pre Event Communication Mobile Ticket Reminders Flex Pack How-To Reminders Pre-game Informational Emails MA Pre Event Communication MA Event Communications Scan-In External Welcome Emails Scan-In Internal Notifications with automatic Salesforce tasks logged MA Event Communication Task Logged in Salesforce Internal Notification w/Contact Info MA Post Event Communications Postgame Cross-Promotional Emails based on scan data Postgame Surveys Attendance and Survey Responses can be added into Lead Scoring calculations if done through Adobe MA Post Event Communication MA Retention Campaigns Exclusive Newsletters Stewardship emails Special offers through specific email preference Seat allocation specific pURL MA & Salesforce Retention Campaigns Renewal Dashboards Enhanced Reporting Lead Scoring Salesforce Opportunities MARKETING AUTOMATION (MA), SALESFORCE, DIGITAL MARKETING & THE CUSTOMER JOURNEY THANK YOU! QUESTIONS? Please complete the online session evaluation at http://pacnet.paciolan.com/schedule to be entered for a chance to win one of two iPads. For each session you review, you receive an entry into the drawing & increase your odds of winning!
Transcript: 11th April 2013 Genuinely customer-centric feedback Expectations and Perceptions There is a formula for satisfaction... The longer we run this, the more we can improve our service and reach consistently high levels of satisfaction Tailors to each service The benefits... Jan 2012 “How would you improve the levels of satisfaction to the customers of Lincolnshire through the CSC within an austere financial environment.” We're 10 days in and you should have had some progress... The Journey We're great!! Daniel Taylor Adaptive Future Looking & Innovative Industry Leading in Local Government Handled in-house Opportunity for staff Infrequent enough that it can be a controlled impact 3 key elements Customer expectations and our own Qualitative and quantitative feedback Manageable and relevant Orientated towards each service Wealth of quality MI for future service decisions The practicalities... No money Need to be organised Business Support approach - share the workload Opportunities for staff It's our process, for Lincolnshire's needs. Repeat. Adapt. Perfect. ...but everyone else is great too! Feb 2012 What has happened since we last spoke? How satisfied are you with the overall experience out of 10 More/Less satisfied - In a sentence - Why? (yes, we also look at an Advisor level too) (noting that this part isn't needed for all services...) The start of the experience for those that say "yes!" Flexible call back time, but push for same day. After 5pm for non-professionals. The goal is day 1 experience here. E-form based: Rate your expectations of service out of 10 How satisfied were you at the end of the call out of 10 More/Less satisfied - In a sentence - Why? First time user of the service or repeat user? Quarterly basis Customers contact the CSC (telephony only initially) For a week we ask all customers if they'll help us improve by giving 30 second feedback about the call they've had and again, later, with how things progress Business Operations Manager Presentation The conclusion of the experience (?) for those that said "yes!" The logic... - Metric information will still be used - Emphasis on qualitative & constructive feedback - Adaptive to every customer's requirements & every service I'd Welcome Any Questions... Thank you for listening.
Transcript: What do your customers encounter on their journey through your product or service? Does their reality of the journey match your perception? The Customer Journey gets you using a whole variety of analytical tools to look at the journey The journey theme helps you to create a map that looks at each step You end up with a flowchart. Then improvements can be planned for each step. Lots of little incremental improvements that are easy to achieve! It's 'Performance Measurement' and 'Continuous improvement' BUT from the customer's point of view Customer Journey Perception= E.G. Reality = Where do I get the tel number? Book Call Confirm we looked at a booking system, the owner thought there was 3 steps to the process, we counted 13 Search the website: can I find it? Call: bookings only taken between 2pm - 4pm etc etc etc etc etc web analyitcs focus groups surveys tracking mystery shopper video analysis etc
Transcript: Customer Journeys Who are the key players? Commercial Agent Tenant representative Client of Tenant rep Commercial Landlord
Transcript: Customer Journey Canvas Persona Service Service Provider Design Team Pre Service Service period Service Journey Post Service Which pre-service information can people access through social media? How is the service proposition communicated by the service provider? Experiences Customers individually assess the service by comparing service expectations with their personal service expectations. Word of mouth doelstelling belang kader toegevoegde waarde Aan de slag! Social media What are potential expectations towardst the service and/or service provider? Advertisement/PR What do friends, colleagues and family actually communicate about the service and/or service provider? What are the individual experiences customers have with the service and/or service provider during the service period? How does the service provider follow-up with customers? Which experiences do people have with similar service and/or service providers? What do customers communicate about the service and/or service provider through social media? Which touchpoints do customer experience through the customer journey? Are there any critical incidents. i.e. touchpoints the customers experience as good or bad? Past Experiences Waarom dit model? Satisfaction/Dissatisfaction What do customers tell their friends, family and colleagues about the service and/or service provider? Expectations Customer relationship management Word of mouth Social media
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