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Know	
  every	
  customer.	
  
Shape	
  every	
  experience.	
  
	
  
How	
  the	
  Sitecore	
  drives	
  commercial	
  su...
2
Background	
  
3
The	
  Approach	
  
	
  
Business	
  First	
  
Small	
  Steps	
  
Crawl,	
  Walk,	
  Run	
  
Fast	
  Wins	
  
	
  
5
85.4%	
  
6
Initiate	
  to	
  Optimise	
  
Low	
  Hanging	
  Fruit	
  
7
Case	
  Study	
  
Scandlines	
  
9
10
Use	
  
	
  
Rules	
  Based	
  Personalisation	
  
Campaign	
  Management	
  
Engagement	
  Automation	
  
	
  
	
  
	
...
11
Simple	
  -­‐	
  Automated	
  Booking	
  Flow	
  Dialogue	
  
Error	
  occurred	
  
Customer	
  bounced	
  
Booking	
  ...
12
Outcomes	
  
	
  
Bounce	
  Reduced	
  54%	
  to	
  24%	
  
65%	
  Increased	
  Page	
  Views	
  
170%	
  Increase	
  i...
Case	
  Study	
  
University	
  of	
  Toronto	
  
15
Use	
  	
  
	
  
Personalisation	
  on	
  Visit	
  Number	
  
Personalisation	
  on	
  Geo-­‐location	
  
Personalisati...
16
Visit	
  1	
  
	
  
How	
  can	
  I	
  get	
  in?	
  
How	
  much	
  does	
  it	
  cost?	
  
	
  
	
  
17
Visit	
  2	
  
	
  
Why	
  should	
  I	
  enroll?	
  
	
  
	
  
18
Visit	
  3	
  
	
  
What	
  will	
  I	
  learn?	
  
Who	
  are	
  the	
  teachers?	
  
	
  
	
  
19
Visit	
  4	
  
	
  
Call	
  to	
  Action	
  
	
  
	
  
Personalisation	
  Based	
  on	
  Geo-­‐Location	
  
▲	
  
Personalisation	
  based	
  on	
  Domain	
  
A/B	
  Testing	
  
Option	
  A	
  
23
Outcomes	
  
	
  
Bounce	
  Reduced	
  23%	
  
Visit	
  Duration	
  Increase	
  23%	
  
Page	
  Visit	
  increase	
  14...
Case	
  Study	
  
easyJet	
  
26
Use	
  
	
  
Campaign	
  Personalisation	
  
Rules	
  Based	
  Personalisation	
  
Booking	
  History	
  Personalisatio...
1:1	
  personalisation	
  
Offers	
  and	
  campaigns	
  –
personalisation	
  
Various	
  methods	
  to	
  ease	
  
booking...
28
Outcomes	
  
	
  
	
  
“During	
  the	
  easyJet	
  January	
  
Sale,	
  easyJet’s	
  biggest	
  
to	
  date,	
  the	
 ...
Case	
  Study	
  
Nissan	
  
30
31
Use	
  
	
  
Campaign	
  Personalisation	
  
Customer	
  Profiling	
  
Social	
  Personalisation	
  
Campaign	
  Managem...
32
33
34
Outcomes	
  
	
  
Test	
  Drives	
  up	
  150%	
  
Contact	
  Us	
  up	
  150%	
  
Bounce	
  Rates	
  on	
  Ads	
  -­‐3...
35
What	
  Could	
  Sitecore	
  do	
  	
  
for	
  Your	
  Business	
  ?	
  
Customer Engagement with Sitecore: From Experience to Conversion
Customer Engagement with Sitecore: From Experience to Conversion
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Customer Engagement with Sitecore: From Experience to Conversion

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Vortrag von J. Devantier, Sitecore Evangelist und Produktmanager, am 02. September 2015

Published in: Internet
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Customer Engagement with Sitecore: From Experience to Conversion

  1. 1. Know  every  customer.   Shape  every  experience.     How  the  Sitecore  drives  commercial  success.   Presented  By  //    Jannik  Devantier,  Senior    Sales  Enablement  Manager  –  EMEA   02  September  2015  
  2. 2. 2 Background  
  3. 3. 3
  4. 4. The  Approach     Business  First   Small  Steps   Crawl,  Walk,  Run   Fast  Wins    
  5. 5. 5 85.4%  
  6. 6. 6 Initiate  to  Optimise   Low  Hanging  Fruit  
  7. 7. 7
  8. 8. Case  Study   Scandlines  
  9. 9. 9
  10. 10. 10 Use     Rules  Based  Personalisation   Campaign  Management   Engagement  Automation          
  11. 11. 11 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..."  
  12. 12. 12 Outcomes     Bounce  Reduced  54%  to  24%   65%  Increased  Page  Views   170%  Increase  in  Visit  Duration     Project  ROI  in  Just  2  Weeks      
  13. 13. Case  Study   University  of  Toronto  
  14. 14. 15 Use       Personalisation  on  Visit  Number   Personalisation  on  Geo-­‐location   Personalisation  on  IP   A/B  Testing        
  15. 15. 16 Visit  1     How  can  I  get  in?   How  much  does  it  cost?      
  16. 16. 17 Visit  2     Why  should  I  enroll?      
  17. 17. 18 Visit  3     What  will  I  learn?   Who  are  the  teachers?      
  18. 18. 19 Visit  4     Call  to  Action      
  19. 19. Personalisation  Based  on  Geo-­‐Location   ▲  
  20. 20. Personalisation  based  on  Domain  
  21. 21. A/B  Testing   Option  A  
  22. 22. 23 Outcomes     Bounce  Reduced  23%   Visit  Duration  Increase  23%   Page  Visit  increase  14%   Time  on  Page  Increase  13%          
  23. 23. Case  Study   easyJet  
  24. 24. 26 Use     Campaign  Personalisation   Rules  Based  Personalisation   Booking  History  Personalisation   Email  Campaign  Management   Systemic  Personalisation        
  25. 25. 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  
  26. 26. 28 Outcomes       “During  the  easyJet  January   Sale,  easyJet’s  biggest   to  date,  the  personalised   homepage  helped  fill  two   planes  every  minute”     20%  bookings  increase.    
  27. 27. Case  Study   Nissan  
  28. 28. 30
  29. 29. 31 Use     Campaign  Personalisation   Customer  Profiling   Social  Personalisation   Campaign  Management   A/B  Testing   Engagement  Automation      
  30. 30. 32
  31. 31. 33
  32. 32. 34 Outcomes     Test  Drives  up  150%   Contact  Us  up  150%   Bounce  Rates  on  Ads  -­‐30%   Goal  Abandonment  Halved   250K  “Dream  Cars”  in  6  Months          
  33. 33. 35 What  Could  Sitecore  do     for  Your  Business  ?  

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