customer engagement with sitecore: from experience to conversion
Post on 08-Feb-2017
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Know every customer. Shape every experience.
How the Sitecore drives commercial success.
Presented By // Jannik Devantier, Senior Sales Enablement Manager – EMEA 02 September 2015
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Background
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The Approach Business First Small Steps Crawl, Walk, Run Fast Wins
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85.4%
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Initiate to Optimise Low Hanging Fruit
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Case Study
Scandlines
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Use Rules Based Personalisation Campaign Management Engagement Automation
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Simple -‐ Automated Booking Flow Dialogue
Error occurred
Customer bounced
Booking completed
"Dear Jamie, We can see that an error occurred while booking,
click here and return..."
"Dear Jamie, Book your tickets in advance and save money.
Click here and return to your order"
"Dear Jamie, Thank you for your Booking, we look forward to
seeing you onboard"
2 days before trip "Dear Jamie, Here are the
details for your upcoming trip, you can also sign
up for our free SMS service..."
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Outcomes Bounce Reduced 54% to 24% 65% Increased Page Views 170% Increase in Visit Duration Project ROI in Just 2 Weeks
Case Study
University of Toronto
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Use Personalisation on Visit Number Personalisation on Geo-‐location Personalisation on IP A/B Testing
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Visit 1 How can I get in? How much does it cost?
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Visit 2 Why should I enroll?
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Visit 3 What will I learn? Who are the teachers?
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Visit 4 Call to Action
Personalisation Based on Geo-‐Location
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Personalisation based on Domain
A/B Testing
Option A
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Outcomes Bounce Reduced 23% Visit Duration Increase 23% Page Visit increase 14% Time on Page Increase 13%
Case Study
easyJet
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Use Campaign Personalisation Rules Based Personalisation Booking History Personalisation Email Campaign Management Systemic Personalisation
1:1 personalisation
Offers and campaigns –personalisation
Various methods to ease booking – new optimized booking engine
Personalised offers based on past travel and booking history etc. Real time pricing
Various personalised offers mainly attempting to upsell to passengers depending on P-‐type
Integration with ECM and Campaign automation for personalized email conversations
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Outcomes
“During the easyJet January Sale, easyJet’s biggest to date, the personalised homepage helped fill two planes every minute” 20% bookings increase.
Case Study
Nissan
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Use Campaign Personalisation Customer Profiling Social Personalisation Campaign Management A/B Testing Engagement Automation
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Outcomes
Test Drives up 150%
Contact Us up 150%
Bounce Rates on Ads -‐30%
Goal Abandonment Halved
250K “Dream Cars” in 6 Months
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What Could Sitecore do for Your Business ?
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