29
Apr/13

Boost customer engagement via CSAT campaigns

by under Uncategorized

Other than solving world hunger or eradicating AIDS, if you are an online marketer, at some point of time you must have killed your brain cells over the deliverability of your email communication or pondered upon all that you could do to boost customer engagement.

Though we have covered deliverability and engagement as separate topics in several of our articles and whitepapers, in this article we’d like to explore how you could kill two birds (deliverability and engagement problems) with one stone (read on!).

Fundamentally, deliverability and engagement are intertwined. One cannot have good deliverability with poor engagement rates, and if deliverability is poor, you certainly cannot expect first-class engagement. It’s a cruel vicious circle.

Presuming you do everything by the book (have the right infrastructure, best practices in place, do not spam, etc), you could then initiate a CSAT survey program. Why? Because surveys are interactive in nature and require your customers to share their perceptions and opinions (something all customers love!). Hence, as a general rule CSAT surveys have the potential to obtain extremely high responses, some of our clients have obtained as much as over 40% open rates and easily a 60% of CTR (clicks over opens).

These surveys not only boost your engagement, make your email marketing interactive (like it should be) but also give a boost to your sender reputation (the score ISPs assign to you; the marketer). So just one program can:

1. Find out what your customers think of you, your products / services, and share their feedback

2. Give you bonus points in the books of your customers for caring to ask for their opinion

3. Empower you with knowledge that when used wisely can help improve customer retention and long term profitability of your company

4. Get you thumbs up from ISPs

If you think that all this is good, but you might not be able to manage it, think again. Email is the most flexible and powerful channel to manage such automations and Kenscio can get you started and setup in no time. It is possible to:

- Automate the survey campaign

- Automatically exclude customers who have completed the survey

- Only target a segment of customers who have actually bought something from you

- Dynamically populate survey questions based on customer demographics, behaviour or purchase history

Whether you are into e-commerce, publishing, travel, finance, real estate or any other industry for that matter; if you serve customers, you should identify customer perceptions about you. This could be in form of Customer Feedback, Product Review, Service Quality, Event Surveys etc.

Every time you send an email survey, you initiate another opportunity to engage with your customers. Surveys built within an email message have better chances of getting a response, and the more responses you get the better will be your sender reputation with ISPs

So what are you waiting for? Get in touch to kick start your survey campaign.

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22
Mar/13

Give your best and the world comes to you !!!

by under Uncategorized

A Little boy went to a telephone booth which was at the cash counter of a store and dialed a number. The store-owner observed and listened to the conversation:

Boy: “Lady, can you give me the job of cutting your lawn?”

Woman: (at the other end of the phone line) “I already have someone to cut my lawn.”

Boy: “Lady, I will cut your lawn for half the price than the person who cuts your lawn now.”

Woman: “I’m very satisfied with the person who is presently cutting the lawn.”

Boy: (with more perseverance) “Lady, I’ll even sweep the floor and the stairs of your house for free.”

Woman: “No, thank you.”

With a smile on his face, the little boy replaced the receiver. The store-owner, who was listening to all this, walked over to the boy.

Store-owner: “Son….I like your attitude; I like that positive spirit and would like to offer you a job.”

Boy: “No thanks.”

Store-owner: “But you were really pleading for one.”

Boy: “No Sir, I was just checking my performance at the job I already have. I am the one who is working for that lady I was talking to!”

*”This is called Self Appraisal”

Give your best and the world comes to you !!!

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18
Mar/13

Catapult customer engagement this Holi

by under Uncategorized

Nothing says “It’s Spring!” like Holi. The ancient festival not only celebrates the beginning of a new season (while it farewells winter), but Holi also suggests that its time to enjoy spring’s abundant colors. The tradition represents something even deeper; it bridges social gaps, celebrates the triumph of good over bad, and most importantly renews relationships!

While the populace gears up for this exhilarating festival, you the marketer, can work on replenishing your engagement with your customers. Using the spirit of the festival, you can:

•         Show your appreciation for loyal customers and may be offer them some rewards in form of redeemable coupons, gift vouchers etc. (and boost your festive sales!)

•         Kick start engagement with new customers with the right tone and bring vivid colors

•         Ask the active non buying lot to figure out what might persuade them to start buying from you

•         Work on activating dormant customers

•         Don’t wait for customers to come to you for complaints or appreciation, go ahead and ask them! Even better send out a customer satisfaction survey mailer and gauge the feedback!

Furthermore, you can add a lot of relevant personalization to your communication. For instance, if you know the city / region of your customers, you can target them with region specific Holi offers or greetings (the rituals and celebrations vary from state to state!).  You can encourage your customers to play safe and environment friendly Holi and get bonus points for caring for the environment, in addition to improving customer engagement.

Whatever industry you represent, or type of customers you cater to (B2B or B2C), this is the time to reinforce existing relationships or re bond broken ones.

Though, before you can start thinking about improving engagement, you must identify who your customers are (as individuals), what is the level of their actual engagement with you, and how they prefer engaging with you. The second step is to target them appropriately with the right message via the right channel.

Get in touch to discover how you can identify and target: loyal, active, non-active, and other complex customer segments based on multi channel customer data (purchase history, web behaviour, email behaviour, demographics etc); without having to hire data scientists or loosing your sanity.

Make this Holi festival count!

 

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27
Feb/13

Is your email creative mobile ready?

by under Uncategorized

We are increasingly moving towards a connected and perpetually active world. More and more people are beginning to depend on mobile devices to work, play or stay connected to what matters to them. As a result it is not surprising to know that people are gradually depending more on their smart phones or other smart devices to perform their favourite activities on the internet, one of them being: checking emails.

Research shows that 41% of mobile owners have made a purchase as a direct result of an email viewed on a mobile device. On the other hand as much as 63% of customers might close and forget about non-mobile friendly messages.

As a result, you the marketer, can no longer avoid the fact that your customers might experience your email communication on multiple devices, and that your creative might not be optimized enough to support all devices and environments.

One crude solution is to investigate the affinity of your customers for various devices and prepare several version of your email campaign optimised for each device. This not so bright method, fails to address the challenge that at least some of your customers might check emails on multiple devices. Some might show a pattern, others might not. The complexity just continues to increase.

A smart way of addressing this challenge would be to optimise your email creative in such a way that it is intuitive enough to provide the most optimized viewing experience to your customers on any given device.

Email optimization for mobile devices

How?

Well, there are more than one ways of achieving mobile optimization, the desirable method depends on the layout of your creative, the content, the call to action etc. among other things.

Get in touch to learn more about how Kenscio can help optimise your email campaigns for multiple devices, operating systems and browsers.

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13
Feb/13

Kenscio expands its clientele base in India

by under Uncategorized

Kenscio Digital Marketing Pvt Ltd, a digital direct marketing company, today announced leading names like HDFC Life, Pearson Group and Intuit as its new clients, among others. With a world class technology platform and in depth expertise in digital direct marketing solutions and analytics, Kenscio’s clientele now covers India’s leading companies across sectors. Since its inception four years ago, Kenscio has increasingly proven its exponential growth and potential in the digital direct marketing segment and is keen on foraying into the financial sector as a part of its strategy.

Manjunatha K.G, Co-founder and CEO, Kenscio Digital, said, “Having names like HDFC, Pearson Group and Intuitas as our clients is a part of Kenscio’s growth strategy plan which make us stronger in the market as well. This reflects our thriving business and financial performance y-o-y”.

Saurav Patnaik, Co-founder & Vice President, Marketing, Kenscio Digital, added, “Kenscio today provides best-in-class products, solutions and expertise needed to create a successful multi-channel marketing campaign and segmentation strategy that connects strongly with your consumers. With the help of our stronger presence and expanding teams, we are getting the best talent on board in terms of strategists, retailists, etc, to provide support to customers across India.”

About Kenscio:

Founded in early 2009 by digital marketing experts, Manjunatha K G, Ragy Thomas, Saurav Patnaik and Sunny Saxena, Kenscio is among India’s early pioneering companies providing digital direct marketing solutions and services. With a combination of a world-class multi-channel marketing platform and in-depth expertise and experience in digital marketing, Kenscio is uniquely positioned within the broader digital marketing space in India today. It is among the few players to effectively plan, develop, manage and execute digital one-to-one communication campaigns for a large number of reputed brands in the BFSI, retail, ecommerce, media and NGO sectors in India.

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6
Feb/13

How to understand consumer behavior and benefit from Multi-Channel Marketing?

by under Uncategorized

In today’s world, consumers have their own preferences to various channels to interact and buy with. A channel may be a retail store, a direct visit to a website, a mail order catalog, an agent waiting to take an order on the phone after you have seen an ad on TV or heard on Radio, or direct personal communication by letter, email or text message or through a landing page served through a banner ad or social media.

The objective of the companies doing the marketing is to make it easy for a consumer to buy from them in whatever most appropriate channel. And understand their consumer choices of channels. An other important aim for the companies is to optimize the costs and maximize the returns knowing the behavior of their consumers, their interactions and purchases across the channels.

Delivering an integrated consumer experience across channels requires a partner who can understand the complexities of delivering the communications across the channels and the gathering intelligence gathered from the consumer’s behavior.  It would require your partner to offer a full suite of marketing services.

Kenscio today provides best in class products, solutions and expertise needed to create a successful multi-channel marketing campaign and communication strategy that connects strongly with your consumers.

You can easily integrate all your direct digital communications through email, SMS, transactional communications (for upsell, cross sell and missed opportunities), surveys, landing pages and web forms, social media marketing and automate your mult-channel marketing campaigns with the right message at the right time to the right audience through powerful segmentation and analytics based on your consumer demographics, past behavior and purchases.

 

Multi-Channel Marketing

Kenscio understands these challenges and can empower you to obtain a single view of your customers, but more so, it can also help identify the truth about your relationship with them. To learn more about our multi channel marketing services get in touch!

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13
Dec/12

Subscribers are like Volcanoes

by under Uncategorized

Subscribers come in all shapes and sizes, however, its not how they look and weigh that is important; but how they behave and interact (with you, the marketer). And it is in this respect that subscribers are very much like volcanoes.

Like volcanoes, subscribers can also be classified as: Erupting, Active, Dormant, and Extinct.

Erupting volcanoes burst with activity and are vital for life and earth’s ecology. Similarly, such subscribers are very important for the success of your email marketing campaigns. They engage, convert and respond to you with least effort.

Active volcanoes have great potential to erupt. Similarly, subscribers who seem calm but have been full of activity in the recent past can easily be re-ignited with the right communication and targeted content.

Dormant volcanoes are volcanoes that used to be active but haven’t shown any signs of activity in the recent past. Such subscribers are like a Question Mark, your efforts should be focused at trying not to lose them. With careful communication and re-engagement strategies you should be able to win some back.

Extinct volcanoes have no history of eruption in considerable past and are not expected to erupt in comparable time scale of future. Subscribers that fall under this category, unfortunately only add cosmetic value to your database (Size!). They are cost heads that hardly provide any return and worse; they can even affect your sender reputation and deliverability.

Identifying such segments is the first step towards defining your communication strategy for your subscribers. By classifying subscribers into appropriate buckets you’ll be able to channel your efforts to:

- Ensure Erupting subscribers stay Erupting

- Push Active subscribers to move to the Erupting state

- Convert the Dormant subscribers to become Active and consequently Erupting

- With careful and infrequent communication identify how many Extinct might still be Dormant.

On paper this approach looks simple and elegant, but how do we ensure that at a given time of day we have the most updated information on these segments? In other words, your subscribers will keep jumping from one category to another, how do we ensure that every jump is recorded and tagged in real time?

Well, we have a super awesome magic potion just for this very purpose, get in touch and one of our wizards will fix this up for you in no time.

 

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12
Dec/12

The Countdown Begins: Fun Fight “Man Vs Wild”

by under Delhi Office, Email Marketing Best Practices, Fun, Marketing

Live & Exclusive:”15th December-17th December”

“A thing of beauty is a joy forever” —Lot many of you would support this idea but what are the parameters to calculate beauty? All hands down — O_o —Never thought!

Well Beauty is where you don’t have to apply your brain :P with boozers blossoming like a fresh red rose.

Same goes for the Jim Corbett National Park which i  s to be conquered by the Alexanders and  Cleopatras of Kenscio.

Just to poise the intensity of the battle-Jim Corbett Park—No introduction required—the name itself depicts the glory,the beauty and the adventure of the fairy tales of wildlife destination. Rising Sun saluting you, Beautiful nature pleasing your eyes–energetic activities enhancing the spirit to live life like a bravo—deep green dense forest offering you to come across with some unique celestial creatures & a group of rivers- washing all your sins without your confessions.

Get Up the boozer Warriors (Kenscians)-Let’s join hands facing these beasts.

Catch you guys over the next blog post conquering the fun battle  :)

Yours Sincerely

Vinny (Media Team)

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29
Nov/12

Are you ready for Christmas?

by under Uncategorized

With Black Friday and Cyber Monday just departing on the horizon, they mark the beginning of the Christmas shopping season in the west. However, in India this coincidentally lines up with the auspicious wedding dates.

While gold traders look forward to this time with childish glee, smart marketers plan and strategise to get their share of the festive action!

If you haven’t yet started, your first step is to define what you want out of the festive season?

Whether it is increasing order sizes, acquiring more customers, or turning the non transacting subscribers into customers; now is the time for you to plan to achieve your goals and deliver a strong finish to the year end.

Let us look at some of the possible goals you might pursue (among other things):

1. Sell to more of your prospects (increase conversion rates)

2. Sell more to your existing customers (increase order size)

3. Get more subscribers you can market to (Increase your list size)

4. Maximise the opportunity to talk to your customers as they shop

Whatever it is that your heart (or shareholders) desires; Kenscio is here to help you achieve that. So why not get in touch and ask for your free copy of our Christmas / 2012 year end marketing tips and tricks? :)

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19
Nov/12

The Funkadelic Office Party!

by under Uncategorized

“NOV 14th”….It was a regular day at work in the morning…but when all of us trainess Prajhna, Sanjeevini, Bhaskar & me, were asked to wrap up all our work soon and come for a meeting, we were a bit nervous.To our relief, the meeting went well. It was the first “All Hands meeting” we attended. Manju Sir share a   alot of info on the plans for the next quarter and the company’s vision. Very very encouraging and exciting for us new joinees……….. and then a surprise – we were taken out for some fun.

YIEPpieeeee pardy time  ….:)

The caravan of cars & bikes excitedly drove, we with our Boss Amit sir,  towards Ameoba Sports bar at Leele Palace…WoW…”THE AWESOME PLACE”…Now this is where the big time fun began:)…….

People from different teams greeted each other with a cute smile on their face;)There were Kumaran, Abhijeet, Akshath, Ashwini & Chaitra already practicing…we started with the drinks of our choice and moved towards the game with full enthusiasm.

It was fun watchin people rolling the ball to drain and hiding their faces in total embarrassment. I was into that group..hehe ;p :p :p…we also had some good players like Amit sir, Manju sir, Abhijeet sir,Moiz n Suhas who cleared the alley in one strike :O..

“BOWLING n BOOZE set the Mood for the Evening”

   

After loosing some energy in bowling n laugh it was time to recharge our body.we left to “OYE AMRITSAR” restaurant where the tables were already reserved,but before we hit the seats a “Foos Ball” table  grabbed our attention!!!…

“It was CHiLDren’s DAY we were still in the mood to play:):):)”

We Played…Played untill we lost all our energy and settled down for the dinner with lotz of fun filled talks ,Manju sir shared his college n other experience which was really interesting n Amit sir’s mind blowing jokes spiced up  our conversation:):):)……dinner was started with yummy soup n was done with the dessert.

     

” It was time to get hiiiigh…..:)”
CoOOOOol weather,Chilled beer,Delicious fooood along with the Fantabulously Fantastic people of Kenscio made the evening to Cherish for long time……….

“  AnydaY can be Fun day with us……..
we work Hard n Pardy even harder:):)…”

Vidya PS

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