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Customer Engagement with Sitecore: From Experience to Conversion
This document summarizes how Sitecore can drive commercial success through personalization. It provides case studies of how Sitecore was used by Scandlines, University of Toronto, easyJet, and Nissan to improve customer experiences and business outcomes. Sitecore allowed these companies to personalize experiences for each customer through rules-based personalization, campaign management, and automation based on customer data and behaviors. This resulted in outcomes like reduced bounce rates, increased engagement, and improved conversion rates.
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Customer Engagement with Sitecore: From Experience to Conversion
- 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
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- 4. The Approach Business First Small Steps Crawl, Walk, Run Fast Wins
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- 6. 6 Initiate to Optimise Low Hanging Fruit
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- 10. 10 Use Rules Based Personalisation Campaign Management Engagement Automation
- 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 Outcomes Bounce Reduced 54% to 24% 65% Increased Page Views 170% Increase in Visit Duration Project ROI in Just 2 Weeks
- 13. Case Study University of Toronto
- 15. 15 Use Personalisation on Visit Number Personalisation on Geo-‐location Personalisation on IP A/B Testing
- 16. 16 Visit 1 How can I get in? How much does it cost?
- 17. 17 Visit 2 Why should I enroll?
- 18. 18 Visit 3 What will I learn? Who are the teachers?
- 19. 19 Visit 4 Call to Action
- 20. Personalisation Based on Geo-‐Location ▲
- 21. Personalisation based on Domain
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- 23. 23 Outcomes Bounce Reduced 23% Visit Duration Increase 23% Page Visit increase 14% Time on Page Increase 13%
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- 26. 26 Use Campaign Personalisation Rules Based Personalisation Booking History Personalisation Email Campaign Management Systemic Personalisation
- 27. 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
- 28. 28 Outcomes “During the easyJet January Sale, easyJet’s biggest to date, the personalised homepage helped fill two planes every minute” 20% bookings increase.
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- 31. 31 Use Campaign Personalisation Customer Profiling Social Personalisation Campaign Management A/B Testing Engagement Automation
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- 34. 34 Outcomes Test Drives up 150% Contact Us up 150% Bounce Rates on Ads -‐30% Goal Abandonment Halved 250K “Dream Cars” in 6 Months
- 35. 35 What Could Sitecore do for Your Business ?