using personalisation to reduce the friction. Paul Stephen C.E.O., Sagittarius @SitecoreUK @SagittariusMktg
Using Personalisation to Reduce the Friction
Jul 07, 2015
Presentation by Paul Stephen, C.E.O., Sagittarius, delivered at the Digital Marketing Show 2014.
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using personalisation to reduce the friction. Paul Stephen C.E.O., Sagittarius
@SitecoreUK @SagittariusMktg
using personalisation to reduce the friction.
@SitecoreUK @SagittariusMktg
customer lifetime value.(CLV) def: Customer revenue less the cost to acquire and then serve the customer
@SitecoreUK @SagittariusMktg
value to relationships. calculate profitability. guides marketing decisions. focus and loyalty.
@SitecoreUK @SagittariusMktg
customer maturity model.
multi-channel. socialmedia
online
physicalstore
customer
mobile
big data
CRM
@SitecoreUK @SagittariusMktg
consumer digital ecosphere.
commerce
content community
Mary Meeker, internet trends 2014
@SitecoreUK @SagittariusMktg
reducing the friction make it easier for the customer.
@SitecoreUK @SagittariusMktg
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Update
DELETE CHOOSE SELECT
@SitecoreUK @SagittariusMktg
@SitecoreUK @SagittariusMktg
Best Sports Tour Operator Website Best Website User Experience
Best Tour Operator WebsiteBest Travel and Holidays Ecommerce Website Best Specialist Tour
Operator Website
™
Founda'on
200,000
visits
2,000
bookings
1%
conversion
@SitecoreUK @SagittariusMktg
reducing the friction.
@SitecoreUK @SagittariusMktg
22% lower
bounce rate
7% increase holiday
searches
32% increase hotel &
packages
@SitecoreUK @SagittariusMktg
107% improvement
in sign ups
@SitecoreUK @SagittariusMktg
55% increase
online booking
16% growth
in business
@SitecoreUK @SagittariusMktg
learned, explicit & implied data.
@SitecoreUK @SagittariusMktg
add more.
@SitecoreUK @SagittariusMktg
the human API
@SitecoreUK @SagittariusMktg
@SitecoreUK @SagittariusMktg
the human API
@SitecoreUK @SagittariusMktg
what next? @SitecoreUK @SagittariusMktg
@SitecoreUK @SagittariusMktg
@SitecoreUK @SagittariusMktg
top tips. know your customer think about their journey reduce the friction what can you learn what can you add?
@SitecoreUK @SagittariusMktg
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