eCRM

We launch Barratt Homes’ first lifestyle campaign

Our integrated campaign guides first time buyers and growing families on how to find the house of their dreams with Barratt Homes (www.barratthomes.co.uk) and highlights helpful homebuying schemes and their extensive portfolio of properties.

Launched on 14th September, it is in place to assist first time buyers and growing families to find and move into their ideal property with ease. By dispelling current cynicism in the market, Barratt are showing their customers how they can make moving into a new home happen. The site demonstrates this through an animated online journey showing how Barratt understand that their customers, especially those with young families, need more space to live in. It has three targeted landing pages which demonstrate how Barratt understand what their customers need from a new home and showcases their extensive portfolio of properties. We also incorporated video animation to convey the campaign message in a more engaging manner. The online journey is further enhanced with cutting edge search functionality to ensure the process is as simple and efficient as possible.

To support the campaign launch online, we also designed and developed an email marketing campaign for Barratt. This will target different customer segments, helping Barratt learn more about their customer base and what to offer them.

“Digital is core to the information and research stage of the purchase cycle when selecting a property and it is critical we provide a value exchange to the consumer at every point to aid them in their journey. It is important for Barratt to connect with consumers at more than just a product level and that has been central to our marketing strategy for this campaign, basing our messaging and creative on lifestyle”

Tom Poynter, Client Partner at LBi

“Digital is the single most important channel for us to reach and communicate with customers. In an economic downturn, being able to help our customers facilitate the move into their perfect home is imperative and LBi are helping us to harness the Internet to create real dialogue with customers.”

Sam Moore, Head of Digital at Barratt Homes

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CRM gets social

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So not content with being in this week’s OK Magazine (yes, really), the CRM team have been busy sharing their thoughts on segmentation and the like with NMA in last week’s Customer Relationship Management special.

It’s an interesting article that looks at the (relatively) long established discipline of CRM with a fresh pair of eyes and asks “what’s more important to customer relationships: triggers or Twitter?” It discusses a view shared by the CRM team here – that traditional CRM needs to evolve and make use of new, social communication methods, media and technologies.

“Social CRM” is about engaging with consumers on their own terms – joining their conversation. It means talking and listening to your customers at times and in places and in a way that they are comfortable with. From this perspective, the underlying principles of CRM remain true; ensuring relevant and meaningful conversations and interactions (”the right ‘message’ at the right time in the right place”). The proliferation of channels and media just make this a tad more complex!

This new approach to CRM is not just about ‘adding in a few more channels’ – its fundamentally challenging traditional CRM practices (i.e. segmentation and communication strategy) and technologies (i.e. multi-channel campaign management and marketing automation) – requiring them to evolve to accommodate the need to respond to real-time experiences and conversation that consumers expect through interactive channels.

There’s no doubt social media and technologies present real opportunities to better connect and build relationships with customers. Whilst a lot of attention is being paid to the marketing part of CRM, perhaps the greatest potential for improving and advancing relationships is through the service channel. For example, sites like getsatisfaction.com are turning customer service on its head: with customer support evolving into a community conversation between users and the brand.

Read more “Expert Views” on innovations shaping CRM, including my two-penneth! Enjoy!

Pipa Unsworth, CRM Practice Director, LBi

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It started with surfing

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