SlideShare une entreprise Scribd logo
1  sur  36
Télécharger pour lire hors ligne
Overcome
Holiday
Challenges
How to Make the Best Use of Your
Next Best Dollar
WE’VE MASTERED THE
MEDIA THAT
MATTERS MOST
Tinuiti is the largest independent performance
marketing firm across Streaming TV and the
Triopoly of Google, Facebook, Amazon.
Employees
Media managed
Award-winning
culture*
$3B
#1
950+
Some of
Our Clients
Our
Recognition
For commerce leaders of today and the future
Our Speakers
JOSH BRISCO
VP, Growth Media
BRYAN BRENNAN
Director of Sales
Development
Agenda
5
● Set Media Mix Based on Goals
● Prioritize 1P Data Collection & Usability
● Generate Demand > Capture Demand
● Strategies for Seasonal Success
6
Align Media Mix
7
ROI, ROAS, CPA are
primary KPIs
New customer
acquisition, top line
revenue, YoY growth,
primary KPIs
Efficiency Focused Growth Focused
Goal Setting
8
A Tale of Two Media Mixes
Growth Driven
Return Driven
9
First Party Data, First
Prioritization Focus: Flip the Funnel
10
Brand Awareness
Consideration
Conversion
Loyalty Start with
Customer-First
Data
Infrastructure
Build upon
Customer-
First Data
Strategy
Basic Framework for Customer First Data
Acquisition Hygiene Activation
Analysis
11
Gathering
Capture Email & Phone #s,
Reviews, UGC, etc
Make Data Usable
Bridge data silos
Prepare Data for Use
ESPs and/or CRM/CDPs
Harness Your Data
Email, Customer Match,
LTV
Needs to be implemented
as early as possible. Ensure
infrastructure functions
Create connectivity across
disparate data sets and
platforms
Segment and Analyze data
for activation. User
behavior segments & LTV
cohorts
Use data in advertising,
lifecycle marketing and to
inform return KPIs
12
Generate Demand >
Capture Demand
Source: :Google/BCG P2P, 2021, Google/Ipsos, “Holiday Shopping Study” October 2020-January 2021
Mindshare = market share: Cut through the
noise to influence and acquire holiday
shoppers with digital
72%
of apparel and footwear consumers
bought from a retailer in their initial
consideration set 1
43%
of Holiday shoppers used YouTube to
research and shop
+10% from 2019 2
1. Keep your brand top of mind by capitalizing on
demand generation ad units & tactics
2. Capture undecided shoppers early, when they
research by targeting broad, non-branded
keywords on search as well as Dynamic Search
Ads
3. Convert consideration into action capture
created demand through search, shopping,
collections ads ad product feed-enabled ad
units
Apparel Category: In 2020 CPCs spike more
substantially over cyber week
September October November December
$1.00
$0.75
$0.50
$0.25
$0
150
100
50
0
Weekly Search demand Avg. CPC
Source: Google Search Data, US. Analysis by TheProof
Time your media mix with media cost changes
September October November December
$1.00
$0.75
$0.50
$0.25
$0
150
100
50
0
Weekly Search demand Avg. CPC
Demand Generation Phase
Demand Capture Phase
Source: Google Search Data, US. Analysis by TheProof
Strategies for Seasonal
Success
16
Confidential
and
Proprietary
● What will this campaign
accomplish?
● What does success look
like?
● Who will this campaign
speak to?
● What values resonate
with your audience?
● What type of influencer
do you want to work
with?
● What type of content
has seen success
before?
Strong goal Ideal influencer
Target audience
What should your campaign plans include?
Manage long-term
relationships with
repeat partners
Confidential
and
Proprietary
Be “MERRI” This Season
Expand your
audience with
whitelisting
Repurpose
influencer-generated
content
Run campaigns on
multiple channels
(on- and offline)
Incentivize with
promos, giveaways &
givebacks
M E R R I
Confidential
and
Proprietary
Manage Long-
Term Relationships
Build credibility by working with a
smaller group of creators who can
target your desired audience, and
run repeat campaigns with them.
Confidential
and
Proprietary
Lock in
premium
rates
Make your
brand
authentic
Build
customer
trust
SKINN Cosmetics
Confidential
and
Proprietary
Building relationships at scale with
product seeding
Case Study
Strategy
When it comes to product seeding, SKINN is open to
working with everyone, including traditional social media
influencers, skincare experts, and other brand fans to try its
products and spread positive word-of-mouth.
By searching for influencers with well-aligned audiences,
keeping track of unique relationships, and understanding the
impact that seeding has on the overall business, SKINN saw
serious results.
100+
Creator relationships
19%
Lift in web traffic
192%
Jump in sales
520
Pieces of content
Expand Your
Audience With
Whitelisting
Reach new audiences by boosting
posts under an influencer’s account,
turning your organic content into a
paid media strategy.
Confidential
and
Proprietary
Whitelisting grants brands advertising access to an
influencer’s account. This allows brands to use the
influencer’s handle for their ads.
Whitelisting is a win-win for both brands and creators. Both
parties have access to performance metrics of the
whitelisted post. Brands can get key insights into running
successful campaigns and creators can understand what
type of content resonates. Not to mention, whitelisting builds
trust between brands and creators, elevating the relationship
and paving the way for more authentic ads.
What Is
Whitelisting?
Confidential
and
Proprietary
Confidential
and
Proprietary
In Ads, Sell a Story — Not a Product
“As a beauty blogger living
in a small NYC apartment, I
need all the storage help I
can find.”
“Now that my kids are going
back to school part-time,
misplacing things is at an
all-time high! The travel
organizers are my saving
grace for their school
supplies.”
“The dirty side of being a
fashion influencer - the
constant laundry! Here are my
must have products that
makes laundry time a little
less stressful.”
“An organized mudroom
brought to you by my favorite
storage brand. Even the dog
has her own cubby!”
“Name a better feeling than
when all your beauty products
are organized under your sink
and out of sight...I’ll wait.”
Repurpose
Influencer Content
Leverage influencer-generated
content across channels, including
organic social, your website, email,
print and digital ads, and more.
Confidential
and
Proprietary
Fuel Every
Marketing
Channel
ORGANIC SOCIAL
WEBSITE
PRINT
EMAIL & NEWSLETTER
PAID SOCIAL
Social approach across the entire consumer journey
Reach /
Frequency
In-Stream
Reserve
Max Width
Video
Commercials
Lenses
Story Ads
Top View
Brand
Takeover
Category
Takeovers
Takeovers
Live
First View
Lead Ads
Stories
Instant
Experiences
Carousel Pins
Static Pins
Collections
Image or
Video Ads
Hashtag
Challenge
Branded
Effect
In Feed Ads
Promoted
Posts and
Videos
Website
Cards
Promoted
Polls
Dynamic Ads
Collection Ads
Product Tags
Shopping Pins
Collection
Ads
Dynamic Ads
App Install
Ads
Collections
Dynamic Ads
App Installs
Promoted
Posts for
Conversions
App Install
Ads
Conversation
Cards
App Install
Cards
AWARENESS
CONSIDERATION
INTENT
Run Campaigns
Across Multiple
Platforms
TikTok, YouTube, and Pinterest will all have
star roles this season. Diversify your
marketing mix and partner with creators who
can raise buzz where your customers are.
Confidential
and
Proprietary
Confidential
and
Proprietary
Tis the Season
to Be Social
Don’t rely on Instagram alone. Each social
platform has its own benefits and can put
your brand in the spotlight this season.
Breaking down platforms
TikTok
Pinterest
YouTube
The second-biggest search
engine built for lasting content
Insights into search trends to
aid marketing research
Easy to go viral, all based on
genuine fans’ love
Google/Bing approach across the consumer journey
★ Campaign Goal: Action
■ VACs w/ Feeds
■ Shopping Ads/LIAs
■ Smart Shopping Campaigns
■ Text Ads
■ Retargeting (GDA or MSAN)
Awareness
Consideration
Action
★ Campaign Goal: Consideration
■ Dynamic Search Ads
■ Discovery Ads/MSAN
■ Local Campaigns
Awareness
Consideration
Action
Awareness
Consideration
Action
★ Campaign Goal: Awareness
■ TrueView for Reach
■ Smart Shopping - NCA
■ Discovery Ads/MSAN
Prioritization Focus: Flip the Funnel
31
Brand Awareness
Consideration
Conversion
Loyalty Start with
Customer- First
Data
Infrastructure
Build upon
Customer-
First Data
Strategy
Confidential
and
Proprietary
Incentivize With
Promos
Move shoppers through checkout
with free shipping, free samples,
discounts, and giveaways. Even
better: Partner with a cause you love
for a give-back campaign.
Confidential
and
Proprietary
Fast Facts
1
Consumers Want
Deals
42% of 2019’s holiday
shoppers made
purchases based on
price, and 24% never
pay full price online.
2 3 4
Promote Deals on
Social
28% of holiday
shoppers will search
for gifts on YouTube,
22% on Instagram,
and 13% on TikTok.
Bundle Deals in a Gift
Guide
Brands that offered
gift guides saw 48%
higher transaction
rates. Share your best
deals in one place.
Offer Deals Early &
Often
Holiday shopping will
start early this year —
before Halloween.
Start offering deals
now!
Our Place
Donated 200K meals to
Feeding America
Confidential
and
Proprietary
Holiday give-back campaigns
Jiggy
Donated 20% of puzzle
purchases on Giving Tuesday
Chewy
Matched purchases to donate
$2M to animal welfare orgs
Minted
Proceeds benefit Every
Mother Counts & Central
World Kitchen
Bombas
Donated 12M+ pairs of socks
to homeless shelters
BONUS!
Confidential
and
Proprietary
After the holiday season,
continue to re-engage your fans.
It’s cheaper to retain customers
than acquire new ones.
Thank you!

Contenu connexe

Tendances

Paid Search
Paid SearchPaid Search
Paid SearchTinuiti
 
Paid Search Enhanced Bidding Strategies
Paid Search Enhanced Bidding StrategiesPaid Search Enhanced Bidding Strategies
Paid Search Enhanced Bidding StrategiesTinuiti
 
Fireside chat: Maximizing holiday success on a budget
Fireside chat: Maximizing holiday success on a budgetFireside chat: Maximizing holiday success on a budget
Fireside chat: Maximizing holiday success on a budgetTinuiti
 
Strategies to Take Your Holiday Shopping Campaigns to Light Speed By Todd Bowman
Strategies to Take Your Holiday Shopping Campaigns to Light Speed By Todd BowmanStrategies to Take Your Holiday Shopping Campaigns to Light Speed By Todd Bowman
Strategies to Take Your Holiday Shopping Campaigns to Light Speed By Todd BowmanSearch Marketing Expo - SMX
 
How to Leverage Social Media to Hit Your Holiday Goals
How to Leverage Social Media to Hit Your Holiday GoalsHow to Leverage Social Media to Hit Your Holiday Goals
How to Leverage Social Media to Hit Your Holiday GoalsTinuiti
 
Maximize Your Influencer Strategy: The Ever-Reliable Social Marketing Tool
Maximize Your Influencer Strategy: The Ever-Reliable Social Marketing ToolMaximize Your Influencer Strategy: The Ever-Reliable Social Marketing Tool
Maximize Your Influencer Strategy: The Ever-Reliable Social Marketing ToolTinuiti
 
Get An A+ in PPC: Using Lessons Learned in 2020 to ACE Google & Facebook in 2021
Get An A+ in PPC: Using Lessons Learned in 2020 to ACE Google & Facebook in 2021Get An A+ in PPC: Using Lessons Learned in 2020 to ACE Google & Facebook in 2021
Get An A+ in PPC: Using Lessons Learned in 2020 to ACE Google & Facebook in 2021Internet Marketing Software - WordStream
 
The Life of a Customer
The Life of a CustomerThe Life of a Customer
The Life of a CustomerMarketo
 
Diversifying Your Social Media Advertising in 2020: Why Top Brands are Invest...
Diversifying Your Social Media Advertising in 2020: Why Top Brands are Invest...Diversifying Your Social Media Advertising in 2020: Why Top Brands are Invest...
Diversifying Your Social Media Advertising in 2020: Why Top Brands are Invest...Tinuiti
 
Running your App as a Business
Running your App as a BusinessRunning your App as a Business
Running your App as a BusinessBill Magnuson
 
CASE STUDY: How Pega used the changing B2B buyer journey and persona's to tra...
CASE STUDY: How Pega used the changing B2B buyer journey and persona's to tra...CASE STUDY: How Pega used the changing B2B buyer journey and persona's to tra...
CASE STUDY: How Pega used the changing B2B buyer journey and persona's to tra...B2B Marketing
 
Using Predictive Marketing to Improve Results Across Digital Channels
Using Predictive Marketing to Improve Results Across Digital ChannelsUsing Predictive Marketing to Improve Results Across Digital Channels
Using Predictive Marketing to Improve Results Across Digital ChannelsTinuiti
 
Unpacking Amazon’s A9 Algorithm & Organic Rank
Unpacking Amazon’s A9 Algorithm & Organic RankUnpacking Amazon’s A9 Algorithm & Organic Rank
Unpacking Amazon’s A9 Algorithm & Organic RankTinuiti
 
It's Time to Mix it Up! - Rethinking Your Channels in a Post-Digital Age by T...
It's Time to Mix it Up! - Rethinking Your Channels in a Post-Digital Age by T...It's Time to Mix it Up! - Rethinking Your Channels in a Post-Digital Age by T...
It's Time to Mix it Up! - Rethinking Your Channels in a Post-Digital Age by T...Tim Hines
 
Missed Opportunities: Rethinking Call Tracking for Google Ads & SEO
Missed Opportunities: Rethinking Call Tracking for Google Ads & SEOMissed Opportunities: Rethinking Call Tracking for Google Ads & SEO
Missed Opportunities: Rethinking Call Tracking for Google Ads & SEOSearch Engine Journal
 
Secrets to TikTok Advertising Success
Secrets to TikTok Advertising SuccessSecrets to TikTok Advertising Success
Secrets to TikTok Advertising SuccessTinuiti
 
Incubeta NMPi : Performance & Beyond
 Incubeta NMPi : Performance & Beyond  Incubeta NMPi : Performance & Beyond
Incubeta NMPi : Performance & Beyond Incubeta NMPi
 
Unlocking Amazon Brand Analytics
Unlocking Amazon Brand AnalyticsUnlocking Amazon Brand Analytics
Unlocking Amazon Brand AnalyticsTinuiti
 

Tendances (20)

Paid Search
Paid SearchPaid Search
Paid Search
 
Paid Search Enhanced Bidding Strategies
Paid Search Enhanced Bidding StrategiesPaid Search Enhanced Bidding Strategies
Paid Search Enhanced Bidding Strategies
 
Fireside chat: Maximizing holiday success on a budget
Fireside chat: Maximizing holiday success on a budgetFireside chat: Maximizing holiday success on a budget
Fireside chat: Maximizing holiday success on a budget
 
Telling Unskippable Stories with YouTube Ads
Telling Unskippable Stories with YouTube AdsTelling Unskippable Stories with YouTube Ads
Telling Unskippable Stories with YouTube Ads
 
Strategies to Take Your Holiday Shopping Campaigns to Light Speed By Todd Bowman
Strategies to Take Your Holiday Shopping Campaigns to Light Speed By Todd BowmanStrategies to Take Your Holiday Shopping Campaigns to Light Speed By Todd Bowman
Strategies to Take Your Holiday Shopping Campaigns to Light Speed By Todd Bowman
 
How to Leverage Social Media to Hit Your Holiday Goals
How to Leverage Social Media to Hit Your Holiday GoalsHow to Leverage Social Media to Hit Your Holiday Goals
How to Leverage Social Media to Hit Your Holiday Goals
 
Maximize Your Influencer Strategy: The Ever-Reliable Social Marketing Tool
Maximize Your Influencer Strategy: The Ever-Reliable Social Marketing ToolMaximize Your Influencer Strategy: The Ever-Reliable Social Marketing Tool
Maximize Your Influencer Strategy: The Ever-Reliable Social Marketing Tool
 
Get An A+ in PPC: Using Lessons Learned in 2020 to ACE Google & Facebook in 2021
Get An A+ in PPC: Using Lessons Learned in 2020 to ACE Google & Facebook in 2021Get An A+ in PPC: Using Lessons Learned in 2020 to ACE Google & Facebook in 2021
Get An A+ in PPC: Using Lessons Learned in 2020 to ACE Google & Facebook in 2021
 
The Life of a Customer
The Life of a CustomerThe Life of a Customer
The Life of a Customer
 
Diversifying Your Social Media Advertising in 2020: Why Top Brands are Invest...
Diversifying Your Social Media Advertising in 2020: Why Top Brands are Invest...Diversifying Your Social Media Advertising in 2020: Why Top Brands are Invest...
Diversifying Your Social Media Advertising in 2020: Why Top Brands are Invest...
 
Running your App as a Business
Running your App as a BusinessRunning your App as a Business
Running your App as a Business
 
CASE STUDY: How Pega used the changing B2B buyer journey and persona's to tra...
CASE STUDY: How Pega used the changing B2B buyer journey and persona's to tra...CASE STUDY: How Pega used the changing B2B buyer journey and persona's to tra...
CASE STUDY: How Pega used the changing B2B buyer journey and persona's to tra...
 
Using Predictive Marketing to Improve Results Across Digital Channels
Using Predictive Marketing to Improve Results Across Digital ChannelsUsing Predictive Marketing to Improve Results Across Digital Channels
Using Predictive Marketing to Improve Results Across Digital Channels
 
Digital B2B Marketing
Digital B2B MarketingDigital B2B Marketing
Digital B2B Marketing
 
Unpacking Amazon’s A9 Algorithm & Organic Rank
Unpacking Amazon’s A9 Algorithm & Organic RankUnpacking Amazon’s A9 Algorithm & Organic Rank
Unpacking Amazon’s A9 Algorithm & Organic Rank
 
It's Time to Mix it Up! - Rethinking Your Channels in a Post-Digital Age by T...
It's Time to Mix it Up! - Rethinking Your Channels in a Post-Digital Age by T...It's Time to Mix it Up! - Rethinking Your Channels in a Post-Digital Age by T...
It's Time to Mix it Up! - Rethinking Your Channels in a Post-Digital Age by T...
 
Missed Opportunities: Rethinking Call Tracking for Google Ads & SEO
Missed Opportunities: Rethinking Call Tracking for Google Ads & SEOMissed Opportunities: Rethinking Call Tracking for Google Ads & SEO
Missed Opportunities: Rethinking Call Tracking for Google Ads & SEO
 
Secrets to TikTok Advertising Success
Secrets to TikTok Advertising SuccessSecrets to TikTok Advertising Success
Secrets to TikTok Advertising Success
 
Incubeta NMPi : Performance & Beyond
 Incubeta NMPi : Performance & Beyond  Incubeta NMPi : Performance & Beyond
Incubeta NMPi : Performance & Beyond
 
Unlocking Amazon Brand Analytics
Unlocking Amazon Brand AnalyticsUnlocking Amazon Brand Analytics
Unlocking Amazon Brand Analytics
 

Similaire à Overcome Holiday Marketing Challenges: How to Make the Best Use of Your Next Best Dollar

2019 SITEC E-Commerce Course 301 CN: Internet Marketing Digital Marketing by ...
2019 SITEC E-Commerce Course 301 CN: Internet Marketing Digital Marketing by ...2019 SITEC E-Commerce Course 301 CN: Internet Marketing Digital Marketing by ...
2019 SITEC E-Commerce Course 301 CN: Internet Marketing Digital Marketing by ...sitecmy
 
"Connecting With Contractors To Grow Your Business" by Shelley Middlebrook | ...
"Connecting With Contractors To Grow Your Business" by Shelley Middlebrook | ..."Connecting With Contractors To Grow Your Business" by Shelley Middlebrook | ...
"Connecting With Contractors To Grow Your Business" by Shelley Middlebrook | ...Susan Smith
 
Ask an Expert: How to Measure the Effectiveness of Your branding Campaigns
Ask an Expert: How to Measure the Effectiveness of Your branding CampaignsAsk an Expert: How to Measure the Effectiveness of Your branding Campaigns
Ask an Expert: How to Measure the Effectiveness of Your branding CampaignsTinuiti
 
entrsmall business & epreneurship development U5.pdf
entrsmall business & epreneurship development U5.pdfentrsmall business & epreneurship development U5.pdf
entrsmall business & epreneurship development U5.pdfkittustudy7
 
Q4 Metrics of Success: How to Measure the Impact of Your Holiday Campaigns
Q4 Metrics of Success: How to Measure the Impact of Your Holiday CampaignsQ4 Metrics of Success: How to Measure the Impact of Your Holiday Campaigns
Q4 Metrics of Success: How to Measure the Impact of Your Holiday CampaignsTinuiti
 
Holistic Digital Marketing Manifesto: Why Combine Services?
Holistic Digital Marketing Manifesto: Why Combine Services?Holistic Digital Marketing Manifesto: Why Combine Services?
Holistic Digital Marketing Manifesto: Why Combine Services?Daniel Martin
 
Interact 2015, Michael Kahn - Performics
Interact 2015, Michael Kahn - PerformicsInteract 2015, Michael Kahn - Performics
Interact 2015, Michael Kahn - PerformicsCristal Events
 
Targeted social media advertising
Targeted social media advertisingTargeted social media advertising
Targeted social media advertisingJessi Brawley
 
The FREE Facebook Super Tool for Pinpointing Your Ideal Buyer
The FREE Facebook Super Tool for Pinpointing Your Ideal BuyerThe FREE Facebook Super Tool for Pinpointing Your Ideal Buyer
The FREE Facebook Super Tool for Pinpointing Your Ideal Buyer5Four Digital
 
Why Behavioral Targeted Ads
Why Behavioral Targeted AdsWhy Behavioral Targeted Ads
Why Behavioral Targeted Adstliter
 
Leveraging Micro-Moments: Using PPC When It Matters Most
Leveraging Micro-Moments: Using PPC When It Matters MostLeveraging Micro-Moments: Using PPC When It Matters Most
Leveraging Micro-Moments: Using PPC When It Matters MostHanapin Marketing
 
Sleigh Your Affiliate Strategy: How to Strategize for Q4
Sleigh Your Affiliate Strategy: How to Strategize for Q4Sleigh Your Affiliate Strategy: How to Strategize for Q4
Sleigh Your Affiliate Strategy: How to Strategize for Q4Tinuiti
 
How Content Marketing can Increase your Sales
How Content Marketing can Increase your SalesHow Content Marketing can Increase your Sales
How Content Marketing can Increase your SaleseCommerce Expo Ireland
 
B2B Marketing Success With Content Marketing
B2B Marketing Success With Content MarketingB2B Marketing Success With Content Marketing
B2B Marketing Success With Content MarketingMichael Brenner
 
How Retail Marketers can Boost Their Facebook Advertising ROI in 2016
How Retail Marketers can Boost Their Facebook Advertising ROI in 2016How Retail Marketers can Boost Their Facebook Advertising ROI in 2016
How Retail Marketers can Boost Their Facebook Advertising ROI in 2016Tinuiti
 
How Retail Marketers can Boost Their Facebook Advertising ROI in 2016
How Retail Marketers can Boost Their Facebook Advertising ROI in 2016How Retail Marketers can Boost Their Facebook Advertising ROI in 2016
How Retail Marketers can Boost Their Facebook Advertising ROI in 2016Tinuiti
 
How to Acquire & Amplify Influencer Content
How to Acquire & Amplify Influencer ContentHow to Acquire & Amplify Influencer Content
How to Acquire & Amplify Influencer ContentTinuiti
 

Similaire à Overcome Holiday Marketing Challenges: How to Make the Best Use of Your Next Best Dollar (20)

2019 SITEC E-Commerce Course 301 CN: Internet Marketing Digital Marketing by ...
2019 SITEC E-Commerce Course 301 CN: Internet Marketing Digital Marketing by ...2019 SITEC E-Commerce Course 301 CN: Internet Marketing Digital Marketing by ...
2019 SITEC E-Commerce Course 301 CN: Internet Marketing Digital Marketing by ...
 
Data, Meet Creative - Jay Thomson, Hoorah Digital
Data, Meet Creative - Jay Thomson, Hoorah DigitalData, Meet Creative - Jay Thomson, Hoorah Digital
Data, Meet Creative - Jay Thomson, Hoorah Digital
 
Sketch digital marketing-proposal
Sketch digital marketing-proposalSketch digital marketing-proposal
Sketch digital marketing-proposal
 
How To Create a Personal Brand That’s Impossible to Ignore - Nick Cavuoto, Th...
How To Create a Personal Brand That’s Impossible to Ignore - Nick Cavuoto, Th...How To Create a Personal Brand That’s Impossible to Ignore - Nick Cavuoto, Th...
How To Create a Personal Brand That’s Impossible to Ignore - Nick Cavuoto, Th...
 
"Connecting With Contractors To Grow Your Business" by Shelley Middlebrook | ...
"Connecting With Contractors To Grow Your Business" by Shelley Middlebrook | ..."Connecting With Contractors To Grow Your Business" by Shelley Middlebrook | ...
"Connecting With Contractors To Grow Your Business" by Shelley Middlebrook | ...
 
Ask an Expert: How to Measure the Effectiveness of Your branding Campaigns
Ask an Expert: How to Measure the Effectiveness of Your branding CampaignsAsk an Expert: How to Measure the Effectiveness of Your branding Campaigns
Ask an Expert: How to Measure the Effectiveness of Your branding Campaigns
 
entrsmall business & epreneurship development U5.pdf
entrsmall business & epreneurship development U5.pdfentrsmall business & epreneurship development U5.pdf
entrsmall business & epreneurship development U5.pdf
 
Q4 Metrics of Success: How to Measure the Impact of Your Holiday Campaigns
Q4 Metrics of Success: How to Measure the Impact of Your Holiday CampaignsQ4 Metrics of Success: How to Measure the Impact of Your Holiday Campaigns
Q4 Metrics of Success: How to Measure the Impact of Your Holiday Campaigns
 
Holistic Digital Marketing Manifesto: Why Combine Services?
Holistic Digital Marketing Manifesto: Why Combine Services?Holistic Digital Marketing Manifesto: Why Combine Services?
Holistic Digital Marketing Manifesto: Why Combine Services?
 
Interact 2015, Michael Kahn - Performics
Interact 2015, Michael Kahn - PerformicsInteract 2015, Michael Kahn - Performics
Interact 2015, Michael Kahn - Performics
 
Targeted social media advertising
Targeted social media advertisingTargeted social media advertising
Targeted social media advertising
 
The FREE Facebook Super Tool for Pinpointing Your Ideal Buyer
The FREE Facebook Super Tool for Pinpointing Your Ideal BuyerThe FREE Facebook Super Tool for Pinpointing Your Ideal Buyer
The FREE Facebook Super Tool for Pinpointing Your Ideal Buyer
 
Why Behavioral Targeted Ads
Why Behavioral Targeted AdsWhy Behavioral Targeted Ads
Why Behavioral Targeted Ads
 
Leveraging Micro-Moments: Using PPC When It Matters Most
Leveraging Micro-Moments: Using PPC When It Matters MostLeveraging Micro-Moments: Using PPC When It Matters Most
Leveraging Micro-Moments: Using PPC When It Matters Most
 
Sleigh Your Affiliate Strategy: How to Strategize for Q4
Sleigh Your Affiliate Strategy: How to Strategize for Q4Sleigh Your Affiliate Strategy: How to Strategize for Q4
Sleigh Your Affiliate Strategy: How to Strategize for Q4
 
How Content Marketing can Increase your Sales
How Content Marketing can Increase your SalesHow Content Marketing can Increase your Sales
How Content Marketing can Increase your Sales
 
B2B Marketing Success With Content Marketing
B2B Marketing Success With Content MarketingB2B Marketing Success With Content Marketing
B2B Marketing Success With Content Marketing
 
How Retail Marketers can Boost Their Facebook Advertising ROI in 2016
How Retail Marketers can Boost Their Facebook Advertising ROI in 2016How Retail Marketers can Boost Their Facebook Advertising ROI in 2016
How Retail Marketers can Boost Their Facebook Advertising ROI in 2016
 
How Retail Marketers can Boost Their Facebook Advertising ROI in 2016
How Retail Marketers can Boost Their Facebook Advertising ROI in 2016How Retail Marketers can Boost Their Facebook Advertising ROI in 2016
How Retail Marketers can Boost Their Facebook Advertising ROI in 2016
 
How to Acquire & Amplify Influencer Content
How to Acquire & Amplify Influencer ContentHow to Acquire & Amplify Influencer Content
How to Acquire & Amplify Influencer Content
 

Plus de Tinuiti

The 15 Minute Breakdown: The Answer to Signal Loss
The 15 Minute Breakdown: The Answer to Signal LossThe 15 Minute Breakdown: The Answer to Signal Loss
The 15 Minute Breakdown: The Answer to Signal LossTinuiti
 
An Amazon Seller’s Guide to Operational Success: Driving Traffic from Externa...
An Amazon Seller’s Guide to Operational Success: Driving Traffic from Externa...An Amazon Seller’s Guide to Operational Success: Driving Traffic from Externa...
An Amazon Seller’s Guide to Operational Success: Driving Traffic from Externa...Tinuiti
 
How to Master Omnichannel Display and Video for Amazon
How to Master Omnichannel Display and Video for AmazonHow to Master Omnichannel Display and Video for Amazon
How to Master Omnichannel Display and Video for AmazonTinuiti
 
AMC and the Amazon Sphere: What You Did in 2020 Won’t Work in 2023
AMC and the Amazon Sphere: What You Did in 2020 Won’t Work in 2023AMC and the Amazon Sphere: What You Did in 2020 Won’t Work in 2023
AMC and the Amazon Sphere: What You Did in 2020 Won’t Work in 2023Tinuiti
 
Bottom of Funnel Conversion: Search and Display Strategies to Jump-Start 2023...
Bottom of Funnel Conversion: Search and Display Strategies to Jump-Start 2023...Bottom of Funnel Conversion: Search and Display Strategies to Jump-Start 2023...
Bottom of Funnel Conversion: Search and Display Strategies to Jump-Start 2023...Tinuiti
 
Driving Middle Funnel with Consideration: How to take Advantage of the Newest...
Driving Middle Funnel with Consideration: How to take Advantage of the Newest...Driving Middle Funnel with Consideration: How to take Advantage of the Newest...
Driving Middle Funnel with Consideration: How to take Advantage of the Newest...Tinuiti
 
Finding The New Top of Funnel: In-Store Physical Retail Media
Finding The New Top of Funnel: In-Store Physical Retail MediaFinding The New Top of Funnel: In-Store Physical Retail Media
Finding The New Top of Funnel: In-Store Physical Retail MediaTinuiti
 
Finding The New Top of Funnel: Riding The Third Wave
Finding The New Top of Funnel: Riding The Third WaveFinding The New Top of Funnel: Riding The Third Wave
Finding The New Top of Funnel: Riding The Third WaveTinuiti
 
Bottom of Funnel Conversion: What Your Brand Can Do if Sales Are Down in Q1
Bottom of Funnel Conversion: What Your Brand Can Do if Sales Are Down in Q1Bottom of Funnel Conversion: What Your Brand Can Do if Sales Are Down in Q1
Bottom of Funnel Conversion: What Your Brand Can Do if Sales Are Down in Q1Tinuiti
 
The 15-Minute Breakdown: Clarifying the Misconceptions Behind Buying CTV/OTT
The 15-Minute Breakdown: Clarifying the Misconceptions Behind Buying CTV/OTTThe 15-Minute Breakdown: Clarifying the Misconceptions Behind Buying CTV/OTT
The 15-Minute Breakdown: Clarifying the Misconceptions Behind Buying CTV/OTTTinuiti
 
5 Myths About Breaking Into the Streaming Space, Debunked
5 Myths About Breaking Into the Streaming Space, Debunked5 Myths About Breaking Into the Streaming Space, Debunked
5 Myths About Breaking Into the Streaming Space, DebunkedTinuiti
 
Turning Shoppers Into Customers: How to Retain Your New Customers Post-Holiday
Turning Shoppers Into Customers: How to Retain Your New Customers Post-HolidayTurning Shoppers Into Customers: How to Retain Your New Customers Post-Holiday
Turning Shoppers Into Customers: How to Retain Your New Customers Post-HolidayTinuiti
 
The 15-Minute Breakdown - 5 Big Bets for 2023
The 15-Minute Breakdown - 5 Big Bets for 2023The 15-Minute Breakdown - 5 Big Bets for 2023
The 15-Minute Breakdown - 5 Big Bets for 2023Tinuiti
 
2023 Digital Marketing Panels: How Can I Be More Efficient With My Budget and...
2023 Digital Marketing Panels: How Can I Be More Efficient With My Budget and...2023 Digital Marketing Panels: How Can I Be More Efficient With My Budget and...
2023 Digital Marketing Panels: How Can I Be More Efficient With My Budget and...Tinuiti
 
2023 Digital Marketing: How Do I Reach New Customers and Convert Audiences In...
2023 Digital Marketing: How Do I Reach New Customers and Convert Audiences In...2023 Digital Marketing: How Do I Reach New Customers and Convert Audiences In...
2023 Digital Marketing: How Do I Reach New Customers and Convert Audiences In...Tinuiti
 
2023 Digital Marketing Panels: How Can Social Perform Now That Content Is Cha...
2023 Digital Marketing Panels: How Can Social Perform Now That Content Is Cha...2023 Digital Marketing Panels: How Can Social Perform Now That Content Is Cha...
2023 Digital Marketing Panels: How Can Social Perform Now That Content Is Cha...Tinuiti
 
2023 Digital Marketing Panels: How Do I Effectively Use My Data, Especially N...
2023 Digital Marketing Panels: How Do I Effectively Use My Data, Especially N...2023 Digital Marketing Panels: How Do I Effectively Use My Data, Especially N...
2023 Digital Marketing Panels: How Do I Effectively Use My Data, Especially N...Tinuiti
 
2023 Digital Marketing Panels: How Do I Diversify My Presence Online and Get ...
2023 Digital Marketing Panels: How Do I Diversify My Presence Online and Get ...2023 Digital Marketing Panels: How Do I Diversify My Presence Online and Get ...
2023 Digital Marketing Panels: How Do I Diversify My Presence Online and Get ...Tinuiti
 
2023 Digital Marketing Panels: How do I prepare for what’s next in 2023?
2023 Digital Marketing Panels: How do I prepare for what’s next in 2023?2023 Digital Marketing Panels: How do I prepare for what’s next in 2023?
2023 Digital Marketing Panels: How do I prepare for what’s next in 2023?Tinuiti
 
(Another) Wild Year in Data Privacy: What Went Down in 2022 & What to Expect ...
(Another) Wild Year in Data Privacy: What Went Down in 2022 & What to Expect ...(Another) Wild Year in Data Privacy: What Went Down in 2022 & What to Expect ...
(Another) Wild Year in Data Privacy: What Went Down in 2022 & What to Expect ...Tinuiti
 

Plus de Tinuiti (20)

The 15 Minute Breakdown: The Answer to Signal Loss
The 15 Minute Breakdown: The Answer to Signal LossThe 15 Minute Breakdown: The Answer to Signal Loss
The 15 Minute Breakdown: The Answer to Signal Loss
 
An Amazon Seller’s Guide to Operational Success: Driving Traffic from Externa...
An Amazon Seller’s Guide to Operational Success: Driving Traffic from Externa...An Amazon Seller’s Guide to Operational Success: Driving Traffic from Externa...
An Amazon Seller’s Guide to Operational Success: Driving Traffic from Externa...
 
How to Master Omnichannel Display and Video for Amazon
How to Master Omnichannel Display and Video for AmazonHow to Master Omnichannel Display and Video for Amazon
How to Master Omnichannel Display and Video for Amazon
 
AMC and the Amazon Sphere: What You Did in 2020 Won’t Work in 2023
AMC and the Amazon Sphere: What You Did in 2020 Won’t Work in 2023AMC and the Amazon Sphere: What You Did in 2020 Won’t Work in 2023
AMC and the Amazon Sphere: What You Did in 2020 Won’t Work in 2023
 
Bottom of Funnel Conversion: Search and Display Strategies to Jump-Start 2023...
Bottom of Funnel Conversion: Search and Display Strategies to Jump-Start 2023...Bottom of Funnel Conversion: Search and Display Strategies to Jump-Start 2023...
Bottom of Funnel Conversion: Search and Display Strategies to Jump-Start 2023...
 
Driving Middle Funnel with Consideration: How to take Advantage of the Newest...
Driving Middle Funnel with Consideration: How to take Advantage of the Newest...Driving Middle Funnel with Consideration: How to take Advantage of the Newest...
Driving Middle Funnel with Consideration: How to take Advantage of the Newest...
 
Finding The New Top of Funnel: In-Store Physical Retail Media
Finding The New Top of Funnel: In-Store Physical Retail MediaFinding The New Top of Funnel: In-Store Physical Retail Media
Finding The New Top of Funnel: In-Store Physical Retail Media
 
Finding The New Top of Funnel: Riding The Third Wave
Finding The New Top of Funnel: Riding The Third WaveFinding The New Top of Funnel: Riding The Third Wave
Finding The New Top of Funnel: Riding The Third Wave
 
Bottom of Funnel Conversion: What Your Brand Can Do if Sales Are Down in Q1
Bottom of Funnel Conversion: What Your Brand Can Do if Sales Are Down in Q1Bottom of Funnel Conversion: What Your Brand Can Do if Sales Are Down in Q1
Bottom of Funnel Conversion: What Your Brand Can Do if Sales Are Down in Q1
 
The 15-Minute Breakdown: Clarifying the Misconceptions Behind Buying CTV/OTT
The 15-Minute Breakdown: Clarifying the Misconceptions Behind Buying CTV/OTTThe 15-Minute Breakdown: Clarifying the Misconceptions Behind Buying CTV/OTT
The 15-Minute Breakdown: Clarifying the Misconceptions Behind Buying CTV/OTT
 
5 Myths About Breaking Into the Streaming Space, Debunked
5 Myths About Breaking Into the Streaming Space, Debunked5 Myths About Breaking Into the Streaming Space, Debunked
5 Myths About Breaking Into the Streaming Space, Debunked
 
Turning Shoppers Into Customers: How to Retain Your New Customers Post-Holiday
Turning Shoppers Into Customers: How to Retain Your New Customers Post-HolidayTurning Shoppers Into Customers: How to Retain Your New Customers Post-Holiday
Turning Shoppers Into Customers: How to Retain Your New Customers Post-Holiday
 
The 15-Minute Breakdown - 5 Big Bets for 2023
The 15-Minute Breakdown - 5 Big Bets for 2023The 15-Minute Breakdown - 5 Big Bets for 2023
The 15-Minute Breakdown - 5 Big Bets for 2023
 
2023 Digital Marketing Panels: How Can I Be More Efficient With My Budget and...
2023 Digital Marketing Panels: How Can I Be More Efficient With My Budget and...2023 Digital Marketing Panels: How Can I Be More Efficient With My Budget and...
2023 Digital Marketing Panels: How Can I Be More Efficient With My Budget and...
 
2023 Digital Marketing: How Do I Reach New Customers and Convert Audiences In...
2023 Digital Marketing: How Do I Reach New Customers and Convert Audiences In...2023 Digital Marketing: How Do I Reach New Customers and Convert Audiences In...
2023 Digital Marketing: How Do I Reach New Customers and Convert Audiences In...
 
2023 Digital Marketing Panels: How Can Social Perform Now That Content Is Cha...
2023 Digital Marketing Panels: How Can Social Perform Now That Content Is Cha...2023 Digital Marketing Panels: How Can Social Perform Now That Content Is Cha...
2023 Digital Marketing Panels: How Can Social Perform Now That Content Is Cha...
 
2023 Digital Marketing Panels: How Do I Effectively Use My Data, Especially N...
2023 Digital Marketing Panels: How Do I Effectively Use My Data, Especially N...2023 Digital Marketing Panels: How Do I Effectively Use My Data, Especially N...
2023 Digital Marketing Panels: How Do I Effectively Use My Data, Especially N...
 
2023 Digital Marketing Panels: How Do I Diversify My Presence Online and Get ...
2023 Digital Marketing Panels: How Do I Diversify My Presence Online and Get ...2023 Digital Marketing Panels: How Do I Diversify My Presence Online and Get ...
2023 Digital Marketing Panels: How Do I Diversify My Presence Online and Get ...
 
2023 Digital Marketing Panels: How do I prepare for what’s next in 2023?
2023 Digital Marketing Panels: How do I prepare for what’s next in 2023?2023 Digital Marketing Panels: How do I prepare for what’s next in 2023?
2023 Digital Marketing Panels: How do I prepare for what’s next in 2023?
 
(Another) Wild Year in Data Privacy: What Went Down in 2022 & What to Expect ...
(Another) Wild Year in Data Privacy: What Went Down in 2022 & What to Expect ...(Another) Wild Year in Data Privacy: What Went Down in 2022 & What to Expect ...
(Another) Wild Year in Data Privacy: What Went Down in 2022 & What to Expect ...
 

Overcome Holiday Marketing Challenges: How to Make the Best Use of Your Next Best Dollar

  • 1. Overcome Holiday Challenges How to Make the Best Use of Your Next Best Dollar
  • 2. WE’VE MASTERED THE MEDIA THAT MATTERS MOST Tinuiti is the largest independent performance marketing firm across Streaming TV and the Triopoly of Google, Facebook, Amazon. Employees Media managed Award-winning culture* $3B #1 950+
  • 3. Some of Our Clients Our Recognition For commerce leaders of today and the future
  • 4. Our Speakers JOSH BRISCO VP, Growth Media BRYAN BRENNAN Director of Sales Development
  • 5. Agenda 5 ● Set Media Mix Based on Goals ● Prioritize 1P Data Collection & Usability ● Generate Demand > Capture Demand ● Strategies for Seasonal Success
  • 7. 7 ROI, ROAS, CPA are primary KPIs New customer acquisition, top line revenue, YoY growth, primary KPIs Efficiency Focused Growth Focused Goal Setting
  • 8. 8 A Tale of Two Media Mixes Growth Driven Return Driven
  • 10. Prioritization Focus: Flip the Funnel 10 Brand Awareness Consideration Conversion Loyalty Start with Customer-First Data Infrastructure Build upon Customer- First Data Strategy
  • 11. Basic Framework for Customer First Data Acquisition Hygiene Activation Analysis 11 Gathering Capture Email & Phone #s, Reviews, UGC, etc Make Data Usable Bridge data silos Prepare Data for Use ESPs and/or CRM/CDPs Harness Your Data Email, Customer Match, LTV Needs to be implemented as early as possible. Ensure infrastructure functions Create connectivity across disparate data sets and platforms Segment and Analyze data for activation. User behavior segments & LTV cohorts Use data in advertising, lifecycle marketing and to inform return KPIs
  • 13. Source: :Google/BCG P2P, 2021, Google/Ipsos, “Holiday Shopping Study” October 2020-January 2021 Mindshare = market share: Cut through the noise to influence and acquire holiday shoppers with digital 72% of apparel and footwear consumers bought from a retailer in their initial consideration set 1 43% of Holiday shoppers used YouTube to research and shop +10% from 2019 2 1. Keep your brand top of mind by capitalizing on demand generation ad units & tactics 2. Capture undecided shoppers early, when they research by targeting broad, non-branded keywords on search as well as Dynamic Search Ads 3. Convert consideration into action capture created demand through search, shopping, collections ads ad product feed-enabled ad units
  • 14. Apparel Category: In 2020 CPCs spike more substantially over cyber week September October November December $1.00 $0.75 $0.50 $0.25 $0 150 100 50 0 Weekly Search demand Avg. CPC Source: Google Search Data, US. Analysis by TheProof
  • 15. Time your media mix with media cost changes September October November December $1.00 $0.75 $0.50 $0.25 $0 150 100 50 0 Weekly Search demand Avg. CPC Demand Generation Phase Demand Capture Phase Source: Google Search Data, US. Analysis by TheProof
  • 17. Confidential and Proprietary ● What will this campaign accomplish? ● What does success look like? ● Who will this campaign speak to? ● What values resonate with your audience? ● What type of influencer do you want to work with? ● What type of content has seen success before? Strong goal Ideal influencer Target audience What should your campaign plans include?
  • 18. Manage long-term relationships with repeat partners Confidential and Proprietary Be “MERRI” This Season Expand your audience with whitelisting Repurpose influencer-generated content Run campaigns on multiple channels (on- and offline) Incentivize with promos, giveaways & givebacks M E R R I
  • 19. Confidential and Proprietary Manage Long- Term Relationships Build credibility by working with a smaller group of creators who can target your desired audience, and run repeat campaigns with them.
  • 21. SKINN Cosmetics Confidential and Proprietary Building relationships at scale with product seeding Case Study Strategy When it comes to product seeding, SKINN is open to working with everyone, including traditional social media influencers, skincare experts, and other brand fans to try its products and spread positive word-of-mouth. By searching for influencers with well-aligned audiences, keeping track of unique relationships, and understanding the impact that seeding has on the overall business, SKINN saw serious results. 100+ Creator relationships 19% Lift in web traffic 192% Jump in sales 520 Pieces of content
  • 22. Expand Your Audience With Whitelisting Reach new audiences by boosting posts under an influencer’s account, turning your organic content into a paid media strategy. Confidential and Proprietary
  • 23. Whitelisting grants brands advertising access to an influencer’s account. This allows brands to use the influencer’s handle for their ads. Whitelisting is a win-win for both brands and creators. Both parties have access to performance metrics of the whitelisted post. Brands can get key insights into running successful campaigns and creators can understand what type of content resonates. Not to mention, whitelisting builds trust between brands and creators, elevating the relationship and paving the way for more authentic ads. What Is Whitelisting? Confidential and Proprietary
  • 24. Confidential and Proprietary In Ads, Sell a Story — Not a Product “As a beauty blogger living in a small NYC apartment, I need all the storage help I can find.” “Now that my kids are going back to school part-time, misplacing things is at an all-time high! The travel organizers are my saving grace for their school supplies.” “The dirty side of being a fashion influencer - the constant laundry! Here are my must have products that makes laundry time a little less stressful.” “An organized mudroom brought to you by my favorite storage brand. Even the dog has her own cubby!” “Name a better feeling than when all your beauty products are organized under your sink and out of sight...I’ll wait.”
  • 25. Repurpose Influencer Content Leverage influencer-generated content across channels, including organic social, your website, email, print and digital ads, and more. Confidential and Proprietary
  • 27. Social approach across the entire consumer journey Reach / Frequency In-Stream Reserve Max Width Video Commercials Lenses Story Ads Top View Brand Takeover Category Takeovers Takeovers Live First View Lead Ads Stories Instant Experiences Carousel Pins Static Pins Collections Image or Video Ads Hashtag Challenge Branded Effect In Feed Ads Promoted Posts and Videos Website Cards Promoted Polls Dynamic Ads Collection Ads Product Tags Shopping Pins Collection Ads Dynamic Ads App Install Ads Collections Dynamic Ads App Installs Promoted Posts for Conversions App Install Ads Conversation Cards App Install Cards AWARENESS CONSIDERATION INTENT
  • 28. Run Campaigns Across Multiple Platforms TikTok, YouTube, and Pinterest will all have star roles this season. Diversify your marketing mix and partner with creators who can raise buzz where your customers are. Confidential and Proprietary
  • 29. Confidential and Proprietary Tis the Season to Be Social Don’t rely on Instagram alone. Each social platform has its own benefits and can put your brand in the spotlight this season. Breaking down platforms TikTok Pinterest YouTube The second-biggest search engine built for lasting content Insights into search trends to aid marketing research Easy to go viral, all based on genuine fans’ love
  • 30. Google/Bing approach across the consumer journey ★ Campaign Goal: Action ■ VACs w/ Feeds ■ Shopping Ads/LIAs ■ Smart Shopping Campaigns ■ Text Ads ■ Retargeting (GDA or MSAN) Awareness Consideration Action ★ Campaign Goal: Consideration ■ Dynamic Search Ads ■ Discovery Ads/MSAN ■ Local Campaigns Awareness Consideration Action Awareness Consideration Action ★ Campaign Goal: Awareness ■ TrueView for Reach ■ Smart Shopping - NCA ■ Discovery Ads/MSAN
  • 31. Prioritization Focus: Flip the Funnel 31 Brand Awareness Consideration Conversion Loyalty Start with Customer- First Data Infrastructure Build upon Customer- First Data Strategy
  • 32. Confidential and Proprietary Incentivize With Promos Move shoppers through checkout with free shipping, free samples, discounts, and giveaways. Even better: Partner with a cause you love for a give-back campaign.
  • 33. Confidential and Proprietary Fast Facts 1 Consumers Want Deals 42% of 2019’s holiday shoppers made purchases based on price, and 24% never pay full price online. 2 3 4 Promote Deals on Social 28% of holiday shoppers will search for gifts on YouTube, 22% on Instagram, and 13% on TikTok. Bundle Deals in a Gift Guide Brands that offered gift guides saw 48% higher transaction rates. Share your best deals in one place. Offer Deals Early & Often Holiday shopping will start early this year — before Halloween. Start offering deals now!
  • 34. Our Place Donated 200K meals to Feeding America Confidential and Proprietary Holiday give-back campaigns Jiggy Donated 20% of puzzle purchases on Giving Tuesday Chewy Matched purchases to donate $2M to animal welfare orgs Minted Proceeds benefit Every Mother Counts & Central World Kitchen Bombas Donated 12M+ pairs of socks to homeless shelters
  • 35. BONUS! Confidential and Proprietary After the holiday season, continue to re-engage your fans. It’s cheaper to retain customers than acquire new ones.