dotdigital
We often witness customer service landing at the bottom of the operational strategy and investment funnel. It might have been the right approach decades ago, but not anymore. Whether you are a B2B or B2C business, customer service is paramount in today’s customer-centric world. Reports show 59% of consumers have higher expectations for customer service than they did just one year ago. When it comes to success, support is equally essential as sales and marketing. Providing top-notch customer service helps grow your brand value and cultivates a long-term loyal customer base. Over time, customer support has emerged as a vital revenue driver, translating into increased sales and customer retention. The support bug doesn’t stop once the customer decides to purchase your product, it extends way beyond that. Multi-channel support In today’s digitized world, with multiple channels at our disposal, it has never been easier for businesses to connect and communicate…
Based in Melbourne, with more than 10,000 items for people of all ages, the retailer ships costumes all over Australia and New Zealand. Turning 13 in 2021, the company has shipped more than 500,000 costumes to date. Challenge: Finding a marketing automation platform With the growing popularity of costumes in Australia and New Zealand, Costumes.com.au wanted to enhance its marketing strategy to gain a competitive edge. Additionally, the team realized that the company’s sizable database needed a thorough clean-up to segment active and inactive customers. Hence, the retailer was on the lookout for a marketing automation partner to address those challenges and market more strategically to engage customers. Solution: Automated programs with dotdigital In November 2020, Costumes.com.au partnered with dotdigital as its marketing automation provider to help with segmentation, gain detailed customer insights and ultimately drive increased customer engagement. “Thanks to dotdigital, not only do we have access to more…
It is predicted that Halloween sales in the US will hit a new record, exceeding $10 billion in 2021. What a treat. Read on to learn some of our favorite Halloween email tips and tricks to bewitch your customers. Gamification Halloween is a great opportunity to send out some really fun and engaging emails. It’s the perfect time to utilize gamification and up your engagement. Clinique used gamification last Halloween, offering a free gift with purchase – once you complete their game of course. A game is always a fun challenge many will try out even if they don’t have any intent on purchasing, but once they ‘win’ a freebie or a discount code, they might just convert. Remember to always have a fallback version, and to test in a few different email clients when using gamification or more complex designs than usual. Dress up Embrace the Halloween spirit and…
We’re coming to the end of our deep dive on using neuroscience and the purchase formula in your campaigns. We’ve discussed why the purchase formula is so important, and why increasing reward activation in the brain is vital to conversion success – and we’ve taken a look at some of the practical applications for your own campaigns. But what if you want to go deeper? Let’s take a look at some examples of how you can use these campaigns in your own industry. We’ll run through 3 specific examples, including campaign structures and content ideas, this blog will give you everything you need to get moving with some behavioral insights – let’s rock and roll! Adding neuroscience spice to B2B: The sales supporting nurture There is a common misconception that B2B is vastly different from B2C. I hear the term “stuffy” being used a lot… But in reality, the main…
Like the 2020 holiday season, 2021 will present some unknowns that marketers will need to adapt to, but there are plenty of things we do know that can help us prepare for the upcoming busy period that our businesses depend on are going to need to adapt. We’re here to help you stay ahead of what’s to come and provide you with resources that will help you to meet rising customer expectations. Here are some frequently asked questions and resources to help you kick off the holiday season. Should I be sending to everyone on my list for Single’s Day / Black Friday / Christmas / New Year’s to maximize my results? Be strategic! Show recipients that you respect them and that they’re more than just a number in your marketing database. Inbox exhaustion due to the sheer volume of emails being sent to recipients during the holiday time is…
We’ve all had that moment – you hear your phone buzz and think it’s that all-important message you’ve been waiting for – not quite. It’s a text from a clothing brand you bought from once in 2019. And by the end of the day, you’ve bought a new outfit that you had no inclination of buying at the start of the day. That’s the power of SMS marketing. Over the past two decades, SMS marketing has become so ingrained in our lives that we don’t even pause to consider what life was like without it. Specifically in the US, there has been a shift in focus from email marketing to SMS as there have been significant developments in this area. Let’s take a deeper look at why that is. The rise of SMS marketing SMS marketing has often been overlooked when searching for the best marketing communication, with many opting…
Whether it’s sending an email out to your database, posting on social media, or publishing a blog… the fear that you’ve not noticed a mistake is real – and surprisingly common. Whether you’re emailing a few hundred, or a few hundred-thousand, no one wants to send out something that isn’t perfect. We all remember the Zavvi incident from a couple of years ago right? Entertainment retailer Zavvi accidentally emailed their entire marketing database telling them all that they’d won a competition, with the coveted prize being Champions League Final tickets complete with hotel, flights, and cash. With a personalized first name field too. *Shudders*. The ASA then got involved and it was an all-around sobering moment for those of us in email marketing. Of course, human error can happen in any profession, and although a mistake can feel terrible at the time, no one’s life depends upon it. What causes…
During the busy festive seasons, even the most efficient marketers can expect to see greater variations in deliverability results than during quieter periods. Recipients are overwhelmed with email at this time of year, so may not engage with content as they normally would. By increasing the volume being sent, you can decrease the average list engagement. Email providers are under a heavy load due to receiving the influx of seasonal emails, and they are likely to see the decrease in engagement coupled with the increase in volume as a sign that your emails don’t belong in the inbox. This can result in a further decline in the success of your emails, even when sending relevant content such as real promotions to encourage interaction. We don’t recommend taking risks with your data ahead of the busy period – as recently discussed in our festive spamtraps blog post. However, if you are…
Started by Alibaba in 2009, Singles’ Day was aimed at young singles in China to treat themselves to gifts. However, this annual event has now gained a multibillion shopping status, tempting brands from across the world to make the most of this day. In 2020, Chinese ecommerce giants Alibaba and JD.com racked up around $115 billion in sales across their platforms during Singles’ Day, both setting new records. With 250,000 brands of which 31,000 were from overseas and 5 million online retailers participating with 16 million products on offer, holiday shoppers had a lot to choose from last year! With its growing popularity, Singles’ Day is increasingly gaining attention from global brands, making it one of the most anticipated sale days. So how do you leverage the event to acquire new customers and drive sales? Here are a few essential tips to help you grab the customer’s attention as well as maximize your revenue this Singles’ Day. Segmentation and personalization We all know relevancy and personalization drive customer loyalty. Modern shoppers want to feel special and look out for tailored experiences. Segmentation allows you to deliver targeted messages…
You may have already met some of the professional services team, but to give you a quick overview of some services you may or may not know you have access to, we interviewed Darryl Clark, Head of Professional Services here at dotdigital. Let’s start by finding a little bit about who you are: I’m Darryl Clark, EMEA Head of Professional Services. I’ve been with the company in various roles coming up 8 years and before that, I was a client since the very early days back in 2000. My career background is mainly software development in the agency world which lends itself well, as Professional Services is always about finding the right solution for the customer. Why is there a Professional Services department at dotdigital? While the platform is incredibly intuitive, we know that many clients don’t always have the time or available resources to get everything they want done…