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Using Personalisation to Reduce the Friction
The document discusses using personalization to reduce friction for customers. It mentions calculating customer lifetime value and focusing on relationships to guide marketing decisions. Personalization should consider the customer's multi-channel experiences across social media, online, mobile, and physical stores using big data and CRM systems. The goal is to make the customer experience easier by reducing clicks and friction throughout the customer journey. Examples show how personalization can lower bounce rates, increase searches and bookings, and improve sign-ups and growth. The document advocates knowing your customers, understanding their journey, and using data to reduce friction and enhance the experience.
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Using Personalisation to Reduce the Friction
- 1. using personalisation to reduce the friction. Paul Stephen C.E.O., Sagittarius @SitecoreUK @SagittariusMktg
- 3. using personalisation to reduce the friction. @SitecoreUK @SagittariusMktg
- 4. customer lifetime value.(CLV) def: Customer revenue less the cost to acquire and then serve the customer @SitecoreUK @SagittariusMktg
- 5. value to relationships. calculate profitability. guides marketing decisions. focus and loyalty. @SitecoreUK @SagittariusMktg
- 6.
- 8. multi-channel. social media online physical store customer mobile big data CRM @SitecoreUK @SagittariusMktg
- 9. consumer digital ecosphere. community content commerce Mary Meeker, internet trends 2014 @SitecoreUK @SagittariusMktg
- 10. reducing the friction make it easier for the customer. @SitecoreUK @SagittariusMktg
- 11. click me CHOOSEDELETE Download BUY NOW SUBSCRIBE ADD More info >> Update CONTINUE SELECT @SitecoreUK @SagittariusMktg
- 14. Best Sports TourOperator Website Best Website User Experience Best Travel and Holidays Best Tour Operator Website Ecommerce Website @SitecoreUK @SagittariusMktg Best Specialist Tour Operator Website
- 15.
- 16. 200,000 visits 2,000 bookings 1% conversion @SitecoreUK @SagittariusMktg
- 18. reducing the friction. @SitecoreUK @SagittariusMktg
- 20. 22% lower bounce rate 7% increase holiday searches 32% increase hotel & packages @SitecoreUK @SagittariusMktg
- 22. 107% improvement insign ups @SitecoreUK @SagittariusMktg
- 24. 55% increase online booking 16% growth in business @SitecoreUK @SagittariusMktg
- 25. learned, explicit &implied data. @SitecoreUK @SagittariusMktg
- 26. add more. @SitecoreUK@SagittariusMktg
- 27. the human API @SitecoreUK @SagittariusMktg
- 28.
- 29. the human API @SitecoreUK @SagittariusMktg
- 30. what next? @SitecoreUK@SagittariusMktg
- 31.
- 32.
- 33. top tips. knowyour customer think about their journey reduce the friction what can you learn what can you add? @SitecoreUK @SagittariusMktg
- 34. thank you. PaulStephen paul@sagittarius.agency @SitecoreUK @SagittariusMktg