Customer Engagement with Sitecore: From Experience to Conversion

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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Background  

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The  Approach    Business  First  Small  Steps  Crawl,  Walk,  Run  Fast  Wins    

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85.4%  

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Initiate  to  Optimise  Low  Hanging  Fruit  

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Case  Study  

Scandlines  

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Use    Rules  Based  Personalisation  Campaign  Management  Engagement  Automation          

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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..."  

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Outcomes    Bounce  Reduced  54%  to  24%  65%  Increased  Page  Views  170%  Increase  in  Visit  Duration    Project  ROI  in  Just  2  Weeks      

Case  Study  

University  of  Toronto  

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Use      Personalisation  on  Visit  Number  Personalisation  on  Geo-­‐location  Personalisation  on  IP  A/B  Testing        

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Visit  1    How  can  I  get  in?  How  much  does  it  cost?      

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Visit  2    Why  should  I  enroll?      

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Visit  3    What  will  I  learn?  Who  are  the  teachers?      

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Visit  4    Call  to  Action      

Personalisation  Based  on  Geo-­‐Location  

▲  

Personalisation  based  on  Domain  

A/B  Testing  

Option  A  

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Outcomes    Bounce  Reduced  23%  Visit  Duration  Increase  23%  Page  Visit  increase  14%  Time  on  Page  Increase  13%            

Case  Study  

easyJet  

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Use    Campaign  Personalisation  Rules  Based  Personalisation  Booking  History  Personalisation  Email  Campaign  Management  Systemic  Personalisation        

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  

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Outcomes      

“During  the  easyJet  January  Sale,  easyJet’s  biggest  to  date,  the  personalised  homepage  helped  fill  two  planes  every  minute”    20%  bookings  increase.            

Case  Study  

Nissan  

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Use    Campaign  Personalisation  Customer  Profiling  Social  Personalisation  Campaign  Management  A/B  Testing  Engagement  Automation      

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Outcomes    

Test  Drives  up  150%  

Contact  Us  up  150%  

Bounce  Rates  on  Ads  -­‐30%  

Goal  Abandonment  Halved  

250K  “Dream  Cars”  in  6  Months          

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What  Could  Sitecore  do    for  Your  Business  ?