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Content in conversation 10 OCTOBER 17
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Content in conversation - Mike Jeffs - CMA Digital Breakfast

Jan 22, 2018

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Page 1: Content in conversation - Mike Jeffs - CMA Digital Breakfast

Content in conversation

1 0 O C T O B E R 1 7

Page 2: Content in conversation - Mike Jeffs - CMA Digital Breakfast

“Today’s hyper-empowered, tech-augmented consumers

are increasingly in control of the branded messages they

receive and how they shop for brands.”

https://www.thinkwithgoogle.com/consumer-insights/unilever-consumer-marketing-segmentation/

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“50% of all searches will be voice searches by 2020”

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“People don’t think of Amazon as search, but if you are looking for something to buy,

more often than not you are looking for it on Amazon.”

Eric Schmidt

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http://uk.businessinsider.com/amazon-tops-list-for-millennials-must-have-app-charts-2017-8

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Half-right

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…really we’re all just @rachel_weber10

Page 10: Content in conversation - Mike Jeffs - CMA Digital Breakfast

60 million people Googled for

cars on AutoTrader in July 2016

AutoTrader

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50 million people Google for

flights on Skyscanner every month

partners.skyscanner.net/travel-insight

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What about people who Google for flights on Google?

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An early attempt –

The ultimate guide to cruising

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*The* search engine for cruise information in 2013

web.archive.org/web/*/cruise.co.uk

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Making information more accessible…2013 style

virginholidayscruises.co.uk/cruise-guide

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We built it for SEO

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…but search for “drinks packages”…

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Wouldn’t the results below the fold have been better?

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“Alexa, ask Virgin Holidays what drinks packages

are available on Celebrity Equinox”

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2.41%

5.45%

0.00%

1.00%

2.00%

3.00%

4.00%

5.00%

6.00%

Non-site search users Site search users

Average conversion rateNon site search users vs. site search users

https://www.branded3.com/blog/site-search-generates-3-times-as-many-conversions/

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Turn on site search analytics

Click

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Turn on site search analytics

Click

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Turn on site search analytics

Make sure this is checked

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Find your report

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Build a knowledge database

Use:

1. Analytics

2. Conversations with your call centre(s)

3. User surveys

4. Keyword research

To:

Create a database of questions customers want answers to

Create an inventory of answers

If you want to be lazy…

…use keyword research for wording and rank-check to find relevant pages.

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“Two key characteristics of today’s consumer:

immediacy and relevance.”

I N T H E F U T U R E , B U I L D B R A N D S I N S E G M E N T S O F O N E .

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Build a chatbot / Alexa Skill

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https://www.geekwire.com/2016/age-alexa-amazon-echo-sales-pace-first-year-iphones/

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The Bot platform ecosystemAND THE EMERGING GIANTS

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TitleSUB HEADING

https://www.oreilly.com/ideas/infographic-the-bot-platform-ecosystem

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https://techcrunch.com/2017/07/03/amazons-alexa-passes-15000-skills-up-from-10000-in-february/

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Natural language CX

SEARCH

Customers typically show one of three intents

• Research your products and services

• Lookup a specific file or document

• Navigate sitemap e.g. login

RESPONDER AI

Customers have a direct questionand expect a good answer

• Simple example is an FAQ

• Most chatbots and Alexa skills are at this level today

CONSULTATIVE AI

Customers require specific advice or want to achieve a goal

• Requires a complex conversational interaction

• AI can automate this but typically hard-coded today

Page 39: Content in conversation - Mike Jeffs - CMA Digital Breakfast

Example interactions

SEARCH

> fund fact sheet

> fixed rate mortgage

> login page

RESPONDER AI

What is APR?

CONSULTATIVE AI

Am I eligible for your fixed rate mortgage?

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Voice search is no different to

search using text

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Can your content be found

without navigation?

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Thank You

[email protected]

www.branded3.com

@mikerjeffs

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Sources

https://www.thinkwithgoogle.com/consumer-insights/unilever-consumer-marketing-segmentation/

https://www.autotrader.co.uk/

https://partners.skyscanner.net/insights/travel-insight

https://trends.google.co.uk/trends/explore?date=today%205-y&q=cheap%20flights,skyscanner

https://www.branded3.com/blog/track-internal-site-search-using-google-tag-manager/

http://the-cma.com/case-studies/virgin-holidays/

https://www.branded3.com/blog/google-voice-search-stats-growth-trends/

https://www.slideshare.net/mikejeffs/ok-google-siri-alexa-cortana-can-you-tell-me-some-stats-on-voice-search

https://www.geekwire.com/2016/age-alexa-amazon-echo-sales-pace-first-year-iphones/

https://www.oreilly.com/ideas/infographic-the-bot-platform-ecosystem

https://techcrunch.com/2017/07/03/amazons-alexa-passes-15000-skills-up-from-10000-in-february/

https://www.solstice.com/our-labs