Optimizing ROI In Tough Economic Times Lets Play - PowerPoint PPT Presentation

1 / 13
About This Presentation
Title:

Optimizing ROI In Tough Economic Times Lets Play

Description:

No relationship = no loyalty. Don't waste time or money ... Immediately following the January 2001 USPS rate hike, nearly 90,000 visitors ... – PowerPoint PPT presentation

Number of Views:21
Avg rating:3.0/5.0
Slides: 14
Provided by: bobz150
Category:
Tags: roi | economic | lets | optimizing | org | play | times | tough | usps | www

less

Transcript and Presenter's Notes

Title: Optimizing ROI In Tough Economic Times Lets Play


1
Optimizing ROI In Tough Economic Times Lets
Play!
  • Bob Zurek
  • VP Advanced Technology
  • Ascential Software

2
Quick Take
  • Unconventional ROI Wisdom
  • Lessons Learned From The Innovators

3
Unconventional ROI Wisdom
  • Jump in the sandbox and play!
  • Technology may not be the answer
  • Customers like surprises
  • No relationship no loyalty
  • Dont waste time or money
  • Use it to find customers who do want a
    relationship
  • Trust
  • Reliability
  • Recognize them
  • Remember them
  • Do special things for them.

4
Surprise Them!
  • Customers like surprises
  • Means more than price
  • Deepens bonds
  • Strengthens loyalty
  • It sometimes doesnt require investing in any
    technologies

5
Amazon.com Surprises
  • Customer Services Is RD
  • Top 10 Reasons Why Customers Contact The Company
  • 10 Cent CRM Surprise

6
Safeway Surprises
  • Personalized monthly mailing to 1.2 million
    best customers
  • Versioned with personalized offers to add value
  • Funding came from the elimination of one page of
    price specials in their weekly newspaper insert.

7
Publix Supermarkets
  • Customers irritated about shopping all over the
    store for baby needs.
  • Baby Store aisle for one-stop baby needs
  • Value must be specific to needs and wants.
  • Research is key to uncovering this.

8
First Union Corp Charlotte NC
  • Most profitable customers get courtesy calls from
    customer service executives thanking them for
    their business and asking if they have any
    concerns or needs
  • Increased retention of the banks most valuable
    customers by 25

9
Lexus
  • Recruiting the right customer
  • Lexus targets former Mercedes and Cadillac owners
    attracted to service, reliability and long-term
    value.
  • Infinity seeks younger people who drive BMWs and
    Jaguars and interested in fashion and high
    performance
  • Lexus repurchase was 63 two years in a row
  • Infinity was stuck at 42
  • Sought loyalists and got loyalists

10
Harrahs
  • The three-tier Total Rewards program tracks
    customers' play at 21 Harrah's casinos throughout
    the United States and offers incentives for users
    to consolidate their wagering activities.
  • In 2000, Harrah's said, the program helped
    generate an additional US165 million in revenue
    from guests who played at Platinum and Diamond
    levels.

11
Office Depot
  • Leveraging low cost ASP solution from NetByTel
  • In the first six months of operation, with the
    system fielding some 250,000 calls a month,
    Office Depot has invested a mere 16 hours of tech
    time.
  • Office Depot is so impressed with NetByTel's
    Voice Commerce Modules that they are actively
    promoting the 888-GoDepot phone number on the
    front cover of over three million Office Depot
    catalogs

12
Pitney Bowes
  • Immediately following the January 2001 USPS rate
    hike, nearly 90,000 visitors turned 206,000 pages
    on the Pitney Bowes site in a single day.
  • Pitney Bowes will save in excess of 1,300,000
    within a year. Assuming that estimate is
    accurate, the companys return on investment is
    less than two weeks!

13
Final Thoughts
  • Dig in deep into the data
  • Consider ASP approaches like Right Now
  • Dont think technology is always the answer
  • Get into your customers heads
  • Ask them what they want!
  • Youll be surprised what they tell you.
Write a Comment
User Comments (0)
About PowerShow.com