Optimizing the Customer Experience through Innovation
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It’s no surprise that the emergence of digital has drastically changed how customers interact with brands. This period of change also represents an unprecedented period of opportunity for companies that can harness the power of digital to improve on the way things “have always worked.” Check out this content and learn: - The benefits of creating an innovation culture within your organization - How marketers are capitalizing on the next wave of digital disruption - Best practices for harnessing new digital technologies to create better customer experiences
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Optimizing the Customer Experience through Innovation
- 1. Optimizing the Customer Experience Through Innovation How Rocksbox Learns from their Members and Unlocks Growth Erin O’Leary VP of Marketing Brigitte Donner Rocksbox Optimizely VP of Product Marketing
- 2. Experimentation The key to unlocking innovation and staying ahead of the competition?
- 3. What is Optimizely? Enabling rapid experimentation by everyone Experiment on any channel or device Deliver high-performing personalized experiences Optimize anything that matters to your business
- 4. What is Rocksbox? Rocksbox is a jewelry membership service transforming the way women discover and buy jewelry. Members receive 3 pieces at a time, styled just for them and delivered to their door. Our member’s $21 monthly fee can be applied as a credit to purchase the jewelry they can’t live without!
- 5. Embracing Experiments Leads to Uncovering New Insights & Customer Experience Improvements
- 6. Experiment 1: Value Proposition Original Screenshot Variation Screenshot Original Screenshot Variation Screenshot Control Variant 1 Variant 2 Variant 3
- 7. Experiment 1: Value PropositionExperiment 1: Value Proposition Original Screenshot Headline Winner! New Champion Get 3 Pieces, Styled Just for You. Use Your $10 Shopping Credit & Member Discount to Buy the Pieces You Love! Keep what you love at a discount. Send the rest back for 3 new pieces. $19/mo. Free shipping, cancel anytime. Get 3 Pieces, Styled Just for You. $19/mo. Free shipping, cancel anytime. Includes $10 Monthly Shopping Credit! Handpicked and delivered to your door. 3 pieces at a time. Unlimited swaps. Free shipping, cancel anytime.
- 8. Experiment 2: Feedback Experiment Original Feedback Experience Variation Feedback Experience New Feedback Questions
- 9. Takeaways 1. Experiments are impactful ways to gather data and insights with low risk. 2. Every customer interaction is a learning opportunity—test on acquisition funnels, feedback surveys, mobile apps, emails, advertisements, and more. 3. Experiments can improve metrics for a wide variety of teams from marketing, to customer support, to merchandising and design. 4. Don’t be afraid to challenge conventional wisdom, try something counterintuitive, or take risks—“It’s only an experiment!”