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7 Habits of Effective Sites in Asia Pac
 

7 Habits of Effective Sites in Asia Pac

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Stephen Covey, author of the best-selling book, “The 7 Habits of Highly Effective People,” identified important principles that also apply to websites. In this webinar, website expert Cuneyt Uysal ...

Stephen Covey, author of the best-selling book, “The 7 Habits of Highly Effective People,” identified important principles that also apply to websites. In this webinar, website expert Cuneyt Uysal will discuss these principles and examine some of the most effective websites today.

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  • Extremely good presentation!
    Do visit http://www.thinkedynamic.com/web-expertise/web-strategy-3/digital-marketing-transformation-in-law-firms, to get insights on Digital Marketing Transformation in Law Firms
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    7 Habits of Effective Sites in Asia Pac 7 Habits of Effective Sites in Asia Pac Presentation Transcript

    • Sitecore. Compelling Web Experiences Seven Habits of Highly Effective Web Sites Cuneyt Uysal, Regional Manager Southeast Asia cuu@sitecore.net Page 1 www.sitecore.net
    • Sitecore. Compelling Web Experiences You will take away  Understanding of the 7 Habits  Clarity about how to determine where your team  Mazda should focus  Manchester City  Learn how to put the habits  Blackmores into practice  APEC  Panasonic  Real-world examples of  The Knot companies „living the habits‟  JetStar on their web sites today Page 2 www.sitecore.net
    • Sitecore. Compelling Web Experiences Introduction to Sitecore  Sitecore in brief  References Page 3 www.sitecore.net
    • Sitecore. Compelling Web Experiences Clients with US$ 1 billion+ Revenue Page 4 www.sitecore.net
    • Sitecore. Compelling Web Experiences Selected Asia Pacific References Page 5 www.sitecore.net
    • Sitecore. Compelling Web Experiences Introduction to the 7 Habits  Steven Covey‟s book, “The 7 Habits of Highly Effective People” (Simon & Schuster, 1989)  Apply the same rules to your web site  Your web site is a mechanism to build and grow an online relationship with your audience Page 6 www.sitecore.net
    • Sitecore. Compelling Web Experiences The Value Gap If you had a resource that could…  Increase customer retention  Increase qualified leads  Create more loyal and repeat customers  Lower customer support costs Would you make use of it? Page 7 www.sitecore.net
    • Sitecore. Compelling Web Experiences Most Web Sites are Untapped Resources Many organizations fail to harness the potential of customer facing sites to:  Improve customer retention/relationships  Test marketing effectiveness  Increase lead generation  Generate customer self service Due to consumerism elsewhere, customer expectations continue to rise Page 8 www.sitecore.net
    • Sitecore. Compelling Web Experiences Audience Poll… What prevents you from doing this today?  We don‟t have budget  We don‟t have the right people in place  Our technology platform has limited capabilities  We don‟t have a good understanding of our customers  We don‟t have the time  We‟re not sure where to focus Page 9 www.sitecore.net
    • Sitecore. Compelling Web Experiences 1. your customers Page 10 are in control www.sitecore.net
    • Sitecore. Compelling Web Experiences Habit #1 Your Customers Are in Charge Listen and respond to your customers‟ needs  Learn how to listen  Optimize for what your customer wants to do  Analytics only tell part of the story  Engage focus groups, surveys and your online user community The customer is always right  Become adaptive - Learn and evolve  CMS to the rescue  Prioritize high value content (that user behavior shows you) Why it matters By creating a customer centric website:  More loyal customers (goodwill)  More repeat customers  Lower support costs per customer Page 11 www.sitecore.net
    • Sitecore. Compelling Web Experiences Blackmores – The Customer Intimacy Journey 2005/06 2007/08 2009  MASS TARGETED 1-TO-1 Personalisation / Relevance: Low High Audience: Broad Narrow Relationship Depth: Shallow Deep Page 12 www.sitecore.net
    • Sitecore. Compelling Web Experiences Relevance combats drop-offs Page 13 www.sitecore.net
    • Sitecore. Compelling Web Experiences Blackmores - Personalisation & Community Page 14 www.sitecore.net
    • Sitecore. Compelling Web Experiences Blackmores Today – A vibrant natural health community  286,000 members  The post-event videos were watched a total of 127,957 times even though only  120,000+ unique visitors/month 32,007 people actually ran the race  4 customer segments  3,000 sign-ups to social media groups  Online communities from Blackmores Sydney Running  Blogs Festival links  Blackmores TV  36% survey response rate  Facebook  34% greater spend Members vs. Non- members (Membership attracts  Twitter advocates)  YouTube  Net Promoter Score of 79 amongst  Personalisation advocates Page 15 www.sitecore.net
    • 2. be consistentSitecore. Compelling Web Experiences Page 16 www.sitecore.net
    • Sitecore. Compelling Web Experiences Habit #2 Implement Your Site Goals with Consistency Not as obvious as you think  Most sites still behave like single dimensional marketing literature  Create targeted (segment based) calls for action  Leverage the advantages of the web, speak to who they are  Guide users where you want them to go  Remember: different types of users will react differently and plan for it Ask yourself…  What should users achieve on this site?  What different types of goals do they have? Why it matters  Provide focus and direction into every piece of content and functionality  Higher conversion rates (leads, transactions, self service, etc.) Page 17 www.sitecore.net
    • Sitecore. Compelling Web Experiences Page 18 www.sitecore.net
    • Sitecore. Compelling Web Experiences Page 19 3. balance www.sitecore.net
    • Sitecore. Compelling Web Experiences Habit #3 Balance User Experiences with Site Goals Prioritize Your Customers‟ Experiences  User experience must win out  Create value for your customers  Provide what they need, or what they didn’t even know they needed  Align their needs with your desired outcomes  Make your customers a part of the experience Why it matters  Increased customer retention  Lower cost of doing business with customers  Word of Mouth (WOM) marketing Page 20 www.sitecore.net
    • Sitecore. Compelling Web Experiences Page 21 www.sitecore.net
    • Sitecore. Compelling Web Experiences4. deliver value Page 22 www.sitecore.net
    • Sitecore. Compelling Web Experiences Habit #4 Deliver Value to Your Web Visitors Provide value  Deliver value back to customers;  Understand what they need and deliver it quickly  Demonstrate utility of the information they provide Why it matters  Creates stronger collaboration habits with customers  Builds goodwill with customers  Stronger customer relationships for increased customer retention Page 23 www.sitecore.net
    • Sitecore. Compelling Web Experiences Insert replacement for Accountants Page 24 www.sitecore.net
    • Sitecore. Compelling Web Experiences Page 25 www.sitecore.net
    • Sitecore. Compelling Web Experiences5.don’t ignore problems Page 26 www.sitecore.net
    • Sitecore. Compelling Web Experiences Habit #5 Be Honest – What is and is Not Working Examine and evaluate what does not work  Find the holes  Identify what customers seek, but can’t find  Elicit feedback and communicate back  Offer expertise Why it matters  Help your customers learn how to do business with you  Lower customer support costs Page 27 www.sitecore.net
    • Sitecore. Compelling Web Experiences Page 28 www.sitecore.net
    • Sitecore. Compelling Web Experiences Page 29 www.sitecore.net
    • Sitecore. Compelling Web Experiences Page 30 www.sitecore.net
    • Sitecore. Compelling Web Experiences Insert Search report showing zero result searches Page 31 www.sitecore.net
    • Sitecore. Compelling Web Experiences Can you improve your Web Forms? Page 32 www.sitecore.net
    • Sitecore. Compelling Web Experiences6. dialogue Page 33 www.sitecore.net
    • Sitecore. Compelling Web Experiences Habit #6 Create Ongoing Dialogue with Your Customer Create an ongoing conversation with your customer  Use personalization to have an ongoing dialogue  Episodic marketing can expand customer relationships  Put your customer community to work for you  Bubble up ideas and product feedback from customer community  Build trust and confidence using your community Why it matters  Creates value for the customer  Greater customer intimacy / Loyalty  Expands the customer relationship  Deeper understanding of customer needs Page 34 www.sitecore.net
    • Sitecore. Compelling Web Experiences Audience Poll… Which social channels have you integrated with your web site?  Twitter  Facebook  LinkedIn  YouTube  Unsure  MSN  QQ  Flickr  Other  None Page 35 www.sitecore.net
    • Sitecore. Compelling Web Experiences Page 36 www.sitecore.net
    • 7. sharpenSitecore. Compelling Web Experiences the saw Page 37 www.sitecore.net
    • Sitecore. Compelling Web Experiences Habit #7 Sharpening Your Web Site’s Saw Renewal Techniques that work:  A/B Split testing  Multivariate testing Marketers love metrics  Use test and control mechanisms to analyze marketing effectiveness  Learn what is working and what is not  Prototype the customer response to new messaging and imagery Why it matters  Actionable knowledge of what is working on your site  A low-cost channel for measuring marketing effectiveness Page 38 www.sitecore.net
    • Sitecore. Compelling Web Experiences Page 39 www.sitecore.net
    • Sitecore. Compelling Web Experiences Page 40 www.sitecore.net
    • Sitecore. Compelling Web Experiences Page 41 www.sitecore.net
    • Sitecore. Compelling Web Experiences The Seven Habits Your Customers Are in Charge Implement Your Site Goals With Consistency Balance User Experiences With Site Goals Deliver Value Back to Your Customers Be Honest – What is and is not working Create an Ongoing Dialogue with Your Customer Sharpen Your Website‟s Saw Page 42 www.sitecore.net
    • Sitecore. Compelling Web Experiences Putting the Habits to Work Demand more from results from your Web site Extract more value by implementing these seven habits CMS and Search Technologies can support these goals Page 43 www.sitecore.net
    • Sitecore. Compelling Web Experiences Q&A Addition information can be found at: www.sitecore.net Follow up questions please contact: Cuneyt Uysal cuu@sitecore.net Page 44 www.sitecore.net