This track is about the multichannel customer experience. Learn how to engage successfully with your customers in a truly multichannel way.
TUI UK and Ireland is the UK’s largest tour operator. Key brands include Thomson and First Choice, who between them account for half of the mainstream market within the UK and Thomson Cruises. Sub brands include Sensatori, Thomson Couples, Thomson Family Resorts, First Choice Holiday Villages and SplashWorld resorts.
In this session Ros will explore how the use of Content Strategy will help to future proof the business for Multi-Channel distribution.
Drawing on current media examples and Chris Lawson’s experience at the Guardian, this session will illustrate the complexities of marketing to an audience cross platform and managing the customer experience.
Over the last two years the Guardian has strived to create a direct to consumer relationship with its audience and focus its marketing efforts to engender loyalty, engagement and advocacy.
Understand the experience of migrating customers from a traditional to a digital relationship and the transformation required.
An interactive Q&A session with a range of experts on a moderated panel. We'll be asking the panelists for any insights or views they have on how you should go about delivering a more 'joined up' customer experience across channels, online and offline, including technical, people and process challenges. Feel free to ask your own questions of the panel!
Joined-up marketing is in the PhotoBox DNA – the company has straddled the online and offline worlds since its inception in 2000. This presentation will discuss our Facebook integration and outreach effort and how social media activities are used to leverage offline activities - and vice versa. It will cover how Facebook apps can generate revenue through a simple user journey without the in-your-face sales approach that is inimical to social media and still retain the fun inherent in the platform. Also noted will be the importance of appropriate targeting, and of evolving apps as associated social platforms and behaviours evolve.
Nina will be talking about Porsche's customer feedback tool, called 'Inside Track', to show how the company ensures that all customer queries are answered within 24 hours. She will go on to explain how Porsche plans on using the platform in the future, as well as the customer data that underpins it, to create a engaging and comprehensive resource for owners.
What happens when you put engagement at the core of your business? When you make it your heartbeat and depend on it for your survival? This is life at giffgaff, the mobile network run by you.
In this session Emma will provide an insight into how giffgaff’s pioneering business model engages with its members who help run sales, marketing and customer support. This engagement with real purpose delivers tangible rewards for the brand, business and giffgaff’s members alike. Join this session and hear how with lessons from across communications, operations and product development.
As the session title says, Econsultancy are finishing up the day by giving our view on 'what good looks like' in terms of joined up marketing for this track's focus. We'll be giving five or so examples of what has impressed us and what we feel is setting the standard currently.