emerging trends in consumer behaviour l.
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EMERGING TRENDS IN CONSUMER BEHAVIOUR. KEVIN WOOD AUTUMN REID. WEB 2.0. Second generation of web-based communities Collaboration and sharing between users Changes in the ways software developers and end-users use the web as a platform . NOT JUST GEEKS. EXAMPLES. Ebay Craigslist

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web 2 0
WEB 2.0
  • Second generation of web-based communities
  • Collaboration and sharing between users
  • Changes in the ways software developers and end-users use the web as a platform
examples
EXAMPLES
  • Ebay
  • Craigslist
  • Wikipedia
  • MySpace
  • Google
  • iTunes
  • Blogs
  • YouTube
customer engagement
Customer Engagement
  • The engagement of customers with one another, with a company or a brand
  • Engagement can be either consumer- or company-led and the medium of engagement can be online
customer engagement6
Customer Engagement
  • Customer Engagement aims at long-term engagement, encouraging customer loyalty and advocacy through word- of-mouth
  • Customer Engagement is the best measure of current and future performance
customer engagement7
Customer Engagement
  • Customer Engagement enables organizations to respond to the fundamental changes in customer behaviour that the internet has brought about
customer engagement9
Customer Engagement
  • The behaviour of customers that engage in online communities revolving, directly around product categories (cars, beer) and other consumption topics.
  • It details the process that leads to a customer’s positive engagement with the company or offering, as well as the behaviours associated with different degrees of customer engagement.
short message service sms
Short Message Service (SMS)
  • Often called text messaging, is a means of sending short messages to and from mobile phones.
slide14
SMS
  • Over 90% of text messages are read by recipient
  • Personal, instant link between you and the consumer
  • Connect with consumer at the right place, at the right time
  • 18-29 year old consumers use text messaging more often than voice to communicate.
  • When given a choice 39% of US consumers — 76 million people — prefer text messages to radio or TV advertising; however, only 3% of most marketing campaigns currently have a text component.
how can we use sms
How Can We Use SMS
  • Holding an event on the weekend - you could send a reminder, while many of your guests are away from their computer, to their mobiles - it might say "pick up your tickets from..."
  • A real estate agent, you can sms that there is an open day at Smith Street in 2 hours
  • A life coach - your client may like some positive reminders to keep them on track
  • Wanting to remind clients of their appointments.
  • A stockbroker, to let some clients know when a particular stock reaches a certain price.
  • Wanting to let clients know their goods, order, car, etc are ready to be picked up
how can they use sms
How Can They Use SMS
  • Consumers can text for more information on products
  • Customers can text to book appointments or reservations
  • Customers can text to win in contests