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)

E-marketers go for content & personalisation

Increasing the amount of information available topped the list of the top three areas of focus (58%), followed by providing more personalised content (45%), then developing a member or customer portal (37%).

Perhaps surprisingly, social media barely features in the website strategies of UK marketers for the next 12 months. Only 8% of respondents said providing a hub for social activity was a key purpose of their website, putting it at the bottom of their list. Less than half (47%) stated they run any social media activities at all.

The most common objectives for a web site presence were focused on more commercial aspects, with "driving sales leads" being cited by 39% and "onverting web site visitors into customers" by 34%. Dealing with customer service enquiries was also highlighted as a goal by 30% of respondents.

Encouragingly, 30% of marketers said their budgets for digital marketing are growing, which bodes well for those hoping to increase content creation and introduce user communities. However, this road may not be easy as the three biggest challenges in managing web site content were keeping content fresh and engaging (63%), understanding what visitors want (37%), and putting in place personalised content (20%).

"As the web continues to grow in importance, delivering engaging online experiences will become increasingly important for businesses that want to engender brand loyalty," said Maria Wasing, vice president of marketing for EPiServer. "However, as the survey demonstrates, there are some major challenges to overcome. But, by taking the right approach and combining content, community, commerce and communication, marketers can meet the heightened expectations of online visitors and customers."

A guide entitled 'Online Strategies 2010' based on the survey's full results has been made available for download from EPiServer's web site - click here (free registration required).

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)