Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Single Customer View closes Personalisation Gap

It is only by understanding a wide amount of data based on personal behaviour and interests that enables ecommerce companies to communicate with their customers and prospects at the most influential times. Using SCVs at scale can offer insight into larger aggregate trends involving all of the consumers that visit your site.

One such example of aggregate trends is the growth of tablet use. They are becoming an increasingly popular platform for ecommerce purchases compared to smartphones. They are more tactile and have larger, easier to read screens. As more evidence points to the so-called 'couch commerce' - that is, watching TV while browsing and making purchases on tablets, then, what better time could there be to target them with personalised offers when they are multi-tasking in this way?

Armed with a detailed and accurate SCV, ecommerce brands can personalise communications with potential consumers and greatly increase purchase conversion. The SCV becomes the backbone for a wide range of tailored communications, whether via email, social, mobile app, SMS, onsite and more. These include automated and targeted campaigns based on when the individual likes to shop, on what device, and specifically what they are interested in.

Sailthru retail client, Alex and Ani, prides itself on enriching the firm's online customer experience by curating and personalising highly relevant content showcasing the variety of meanings behind its products and company. Using its unique stories helps to fuel the company's tremendous online sales growth.

There is tremendous noise among marketing technologies today, all claiming the ability to deliver a true SCV. Here are some key tips on what to look for in a provider:

• Omnichannel Data
  This offers multiple points of entry for acquiring new consumers and once a relationship has been established, allows companies to interact with brands on multiple channels. Building a 360-degree view requires data from all of these channel sources.
• Long-Term Data
  Real-time access to data going back to the point of customer acquisition is needed to build true relevance based on an SCV. If your provider is using legacy systems and relational databases then this long-term view is impossible.
• Consumer Interest Graph
  A true 360-degree view includes a combination of both explicit behavioural data and implicit interest data that allows companies to personalise based on the whole. Ask what information your potential partner is collecting, if it's a name, location and behavioural data points, then you need more.
• Downstream Data Analysis
  With all of this data, companies need the ability to determine the long-term, downstream impact of all of their marketing decisions and tests. Without a turn-key advanced analytics platform, your omnichannel behavioural and interest data will not allow you to develop proprietary insights that drive innovation.

"Companies that invest in a true SCV will be able to reap the benefits of real-time personalisation," concluded Capel.

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)