数字营销资料的课件

1、Tealeaf Customer Experience Management for Digital Channels 600+ Enterprise Customers; 30% of Fortune 100 Increase web and mobile conversion rates Reduce IT and support costs Improve customer satisfaction and retention Improve customer service efficiency Tealeaf - The Leader in Online Customer Exper

2、ience Management Improving online customer relationshipsone experience at a time 2012 IBM CorporationMany industries use IBM Tealeaf for transactional and self service sites44 of the Internet Retailer Top 100; 7 of the top 10 online retailers8 of 10 of the Top Bank Holding Companies9 of the 12 Large

3、st P&C Insurance Companies in North America10 of 12 of the most booked travel portals50% of the top US airline carriersAll Major North American Wireless Providers“The companies that focus on customer experience are the ones that will win” MandMDirect 4“We absolutely want to give our customers the be

4、st possible online experience so they continue to fly with us” US Airways Removing sources of customer “struggle”Usability issuesApplication issuesSite errorsSystem issuesMake the online experience better by:6How do you find out about bad customer experiences?Customer ServiceCallsEmailsSurveysBusine

5、ssBusiness TrendsFunnel ReportsITPerformance MetricsServer LogsTealeaf Captures Every Customer, Every Interaction, Every Time for both Web and MobileFilling the Gap: Requires VisibilityInto Actual Customer Experience 2012 IBM CorporationWeb and mobile channels reduce People to DataSee your digital c

6、hannels through the eyes of your customers9Tealeaf: A Video Camera on Every Customers ShoulderIdentifying Customer ObstaclesWhy did the customer abandon session?What is the reason for failed transactions?How can I immediately know about issues and retarget those who suffered?What is the business los

7、s due to each errorIs there a trend for failures? (device? Browser? OS?How can I understand customer obstacles?AnswersCapabilities to Quantify and Act on Obstacles Quantify the Financial Impact of an ObstacleRevenue Impact AnalysisDiscover Every Impacted Desktop and Mobile CustomerAnalyze Impacted S

8、essions for Anomalies or SimilaritiesRoot Cause AnalysisFollow Up with Impacted CustomersCustomer & Revenue Recovery 2012 IBM CorporationIBM Tealeaf solutions are already helping organizations succeed with mobile marketing and mobile commerceDiscover “why” mobile customers succeed or failAutomatical

9、ly detect customer struggles, obstacles or issuesDrill down into actual user behavior, complete with gesturesTranslate customer feedback into actionable improvementsCorrelate customer behavior with network and application data Integration with Worklight ApplicationNative Apps Hybrid AppsHTML5 Mobile

10、 SiteIBM Tealeaf CX Mobile covers each mobile channel13Tealeaf The Leader in CEM for Mobile CommerceBlending quantitative and qualitative digital analytic capabilities leads to vastly improved customer experiencesQualitative digital analytics(“Why”)Quantitative digital analytics highlights where sit

11、e/mobile design is succeeding or failing and captures those users interactions An optimized customer experience Improved online experience blending the most compelling and relevant content/offer elements with the easiest ways to interactQuantitative digital analytics(“What, Where, and How”)Qualitati

12、ve analysis replays the each user interaction in context and helps visualize and analyze UI improvementsTealeaf and Web Analytics 1 +1 = 3!Qualitative (“Why”)Digital Analytics identified low conversion rate on home page when customers tried to rent a car as compared to when booking after purchasing

13、a flight.Reviewing abandoned sessions with Tealeaf showed customers defaulting pick-up and drop-off times to 12AM (midnight) and were being shown “No Matching Cars”Changing the pick-up and drop-off to 10AM enabled hundreds of users per day to not see reduced inventories or uncompetitive pricing incr

14、easing booking revenueQuantitative (“What and Where”)Web AnalyticsCustomer Experience AnalyticsImpact of Integrated Solution Use Case - $10m+ Revenue Loss Avoidedin a Single Day!Discover whats working, what isnt - and WHYVisibility into user success & failuresDetect obstacles or issues without relyi

15、ng on user feedbackUnderstand your DIGITAL usage across the user base, site and appsIdentify cause without having to update or re-launch your services Accelerate time-to-marketStop waiting on user feedback before making improvementsRapidly evaluateDIGITAL features adoption, success & failure pointsE

16、liminate poor quality to deliver winning DIGTIAL servicesMake the right DIGITAL investmentsSee the actual usage of DIGITAL services rather than the expected Quantify business impact to prioritize decisions: fix, invest, removeTealeaf helps you optimize your investment on all Digital ChannelsWho uses

17、 Tealeaf? Pure-playMulti-channelUK & EuropeNote: Tealeaf only uses the names and logos of customers who have given us prior permission. 30%of Fortune 100companies rely on tealeafTealeaf Providing Real Benefits *1% improvement in customer retention rates from better site experience.260% reduction in IT and development time associated with problem reproduction and resolution.33.5% increase in site conversion rates.150%+ reduction in customer service costs associated with resolving web-related issues and disputes.50.5% improvement in average order value from be