Internet Strategy Forum Summit – The Building Blocks of Online Customer Engagement

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Presented by Dan Stickel, CEO of WebTrends

Let’s take a look at Google’s innovation and how they do it.  They divide their efforts:

• 70% on core products – search quality, crawl/indexing, AdWords, AdSense, Toolbar
• 20% on emerging products – Blogger, Google Mini, Picasa, News, Pack
• 10% on break-out strategies – Offline Ads, Code, WiFi, Talk

Google also has these key ingredients in everything they do:

• Focus on users
• Think big
• Ignore Constraints
• Break the mold
• The right people
• Small teams
• Iteration & experiment
• Bottoms-up ideas & projects

Google harnesses the innovation of the entire world through easy-to-use tools.

Use some of these same ideas to turn motivated visitors to your website into customers.  Listen and build a better experience.

Get a 360 degree view of visitors:

• Listen – On your website, through onsite search, via surveys.
• Learn – From offsite information and CRM.
• Act – Email, Direct Mail, and use behavioral targeting.

Technorati Tags: customer experience, customer-centric design, internet strategy, internet strategy summit forum