John Faris, Online Acquisition Director, Red Door Interactive
Digital marketing is influencing offline purchase behavior more than ever. These online strategies will enable you to maximize your brand’s role in the decision-making process.
It’s clear that digital marketing is influencing offline purchase behavior more than ever. In fact, 89 percent of consumers who buy in key retail categories in-store have conducted online research prior to purchase (Google, 2010), and offline sales influenced by online research are expected to top 1 trillion dollars in 2012 (Jupiter Research, 2007). To capitalize on consumers’ new inclination to research online before purchasing offline, marketers need to go beyond awareness and direct response campaigns, and start influencing the purchase decision-making process.
Identify brand promoters
Customer relationship marketing is a critical component to every company’s digital marketing mix. Loyal customers who act as brand evangelists can increase sales and drive word of mouth. Identifying your brand evangelists is a crucial first step. If you have a customer database with emails or phone numbers, you can easily pinpoint brand evangelists with a net promoter score (NPS) survey. The survey need only ask one simple question — “How likely is it that you would recommend our company to a friend or colleague?” Customers respond on a 0-to-10 point scale, and those who rate you highly (9 or 10) are your “promoters.” If you deploy the survey in-store or on your website or blog, make sure you capture emails or phone numbers so you have the ability to tie the response back to the individual.