Is your 2015 digital strategy world class?

Ten tips to get you started……………….

Lisa Turner, Lead Forensics

1. know your customers …….and then get to know them again

2. prioritise what you measure

3. hang out where your customer are

4. get your customers excited!

Quantitative

• Customer Modelling / Propensity Analysis• RFM analysis• NPS surveys

Qualitative

• Call them!• Follow Me Homes• Inner Circle events

Great ways to get to know your customers:

2. prioritise what you measure, and measure what you prioritise

What are your core strategic goals?• customer acquisition?• + transactions per customer?

What role does your digital strategy play?

What are your core digital KPIs?• no trans per customer• AOV

What are your supporting metrics?• Open rates• impressions

Prioritise your measurements:

• + sales revenue?• customer retention?

• net new customers• churn %

• downloads• basket fills

3. hang out where your customer are

4. get your customers excited!

What will make your customers engage?

Ask yourself these questions:

1. What will help them with their challenges?

2. How will they consume information?

3. What’s going to make them share with others?

4. How will I convince them I understand them?

5. plan and prioritise

6. always evolve

Evolve to optimise

Time

Met

rics

Supporting

Core Digital

Strategic

Frequency of project planning and prioritisation

7. make digital part of your culture

Make digital part of your culture

• Reward for corporate social engagement

• Establish a digital centre of excellence

• Embed digital within all teams

• Create ‘2 pizza’ teams for collaboration and innovation

8. map out your customer experience

Wow your customers at every step

The Hubspot Inbound methodology

9. dare to fail

10. measure, measure …and measure again

Keep measuring!

• Make decisions based on digital data insight

• Build a dashboard – keep it easy

• Focus on improving your ROI wherever possible

• Be clear on your attribution modelling

• Track your competitors watching you

• Watch your ‘dream customers’ closely

1. Know your customers

2. Pioritise what you measure, measure

what you prioritise

3. Hang out where your customers are

4. Talk to your customers in ways that

get them excited

5. Plan and prioritise

6. Always evolve

7. Make digital part of your culture

8. Map out your customer experience

9. Dare to fail

10. Measure, measure ……and measure

again

Summary

lisa@leadforensics.com

leadforensics.com

@leadforensics“3 step guide to measuring your social media ROI” #convertmore

“The ultimate ROI planner” #ultimateROI

To hear what our customers have to say #happycustomer