Know every customer, own every experience Putting customers at the heart of your digital marketing strategy Presented by // David Sigerson Sitecore Business Optimisation Consultant
Know every customer, own every experience, david sigerson, senior business optimisation consultant, sitecore
Jul 14, 2015
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Know every customer, own every experience
Putting customers at the heart of your digital marketing strategy
Presented by // David Sigerson Sitecore Business Optimisation Consultant
Who is Sitecore?
What do we do? How we can help you
Who is Sitecore? What do we do? How we can help you
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Company Background
• Founded in 2001 • Strategic investment by Technology
Crossover Ventures in 2011 • 800+ employees worldwide
Customers and Community
• Over 4,000 customers • Over 8,000 certified Sitecore developers • 17,000 active community members in
Sitecore Developer Network
Partners
• Over 1,000 partners worldwide • Microsoft Gold Certified, Global ISV
Alliance Partner
Financials
• 40% YOY Growth for past 3 years • Sustained profitability
Who is Sitecore?
What do we do? How we can help you
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Sitecore is Positioned as a Leader in Gartner Magic Quadrant for Web Content Management, 2014
Sitecore is a single, connected platform
Sitecore Customer Experience Platform
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Some of Sitecores’ UK customers…
Who is Sitecore?
What do we do?
How we can help you Nissan case study
Kia & Suzuki case study 11
What are CEO’s focused on?
Growth metrics Revenue
Customer acquisition
Repeat business
Customer Lifetime Value
Market share
Partner growth
Where are companies investing?
Forrester – Winning in the Age of the Customer
Now to be truly competitive your company must become customer obsessed, which means you need to have deep knowledge of, and engagement with your customers.
Henry Ford, Founder Ford Motor Company
A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.
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Leads: • Quote Request
• Test Drive Request • Contact Me Request
Enquiries • Brochure Request
• Locate a Dealer
• Contact Me Request • Build Your Own vehicle completion
Registration
• Interest in new models • eNewsletter Subscription
• Social Media friend, fan and follow
Acquisition Goals
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Use of xMarketing 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
Their challenge
§ Need responsive & personalised experience
§ Seamless integration.
Why Sitecore?
§ Scalable and open.
§ Easy to use, great management features.
Benefits and Statistics
§ Since launch ‘results have exceeded all expectations’.
§ 135% increase in offline brochure requests compared to a 50% target.
§ Dealer searches rose by 104% to over 60,000/month.
§ Market share has risen from 1.4% to 2.93% in the UK.
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Kia Fuels New Web Experience with Sitecore
Their challenge
§ User friendly, easy to update content.
§ Better content management.
§ Dealer Locator, video content, localisation and social sharing.
Why Sitecore?
§ Market leading.
§ Sitecore plugged seamlessly thanks to .NET.
Benefits and Statistics
§ New fresh look
§ Geo-‐targeting some of their campaigns to find closest dealer.
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Suzuki – Improving the user experience
Other Sitecore Automobile Customers
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What Could Sitecore do for Your Business ?
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If you want to learn more about improving customer experience
Email me: [email protected]
www.Sitecore.net
www.connecttheexperience.com
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