5 Ways to Give Customers What They Want Online

5 WAYS TO GIVE THIS GUY A GREAT CUSTOMER EXPERIENCE.

And get him to buy something, too.

PRESENTATION

© 2013 Webtrends, Inc.

Meet Steve.

He’s really busy, almost all the time.

1 © 2013 Webtrends, Inc.

It’s hard to get his attention. But you want him to notice you.

Because you’re pretty sure you

sell something he wants…


Let’s say it’s THIS.


How will you get his attention?

And how can you say, hey, I’m here. For you. Only you.


CREATE MEANINGFUL EXPERIENCES.

Reach out while he’s shopping online.

Or just living his life online, on mobile or in social.

Make it easy for Steve to get what he wants.


THERE ARE FIVE WAYS TO GIVE STEVE WHAT HE WANTS ONLINE.

And create more meaningful interactions between him and your brand.

Here they are.

6


Last winter, Steve liked your

Facebook page when you

were promoting leather

motorcycle jackets.

Today, he’s at your website

searching for a motorcycle.

He’s getting serious.

What matters to you is what

Steve wants right now, so

you can show him relevant

content.

#1: UNDERSTAND WHAT STEVE WANTS RIGHT NOW.

Webtrends leverages in-the moment, visitor-level data,

so you can give customers what they want right now.7


IN-SESSION DATA

At your website, Steve views

three pages of similar bikes.

HISTORICAL DATA

During a previous visit, he

viewed bike accessories.

OFFLINE DATA

You also know he’s a

member of the Motorcycle

Rewards Club.

All of this data creates a

detailed picture. It’s easier to

understand what information

is right for Steve, right now.

#2: USE EVERYTHING YOU KNOW ABOUT STEVE.

Webtrends helps you use data to provide personalization

in context—highly personalized online and mobile sessions

that offer the best content for that moment. 8


Personalization in context also allows your brand to

provide a consistent experience and message across

entire campaigns, in every channel.

Steve reads the news

online, checks in with

friends on Facebook, and

has a crowded email inbox.

Wherever he is, you know

he still has motorcycles on

his mind.

Have your brand and your

message ready for Steve in

every digital channel.

#3: GO WHERE STEVE IS.

9


10

Steve hones in on the

make and model of the

motorcycle he wants.

He starts researching that

type on his mobile device.

Your mobile site shows

Steve exactly what he’s

looking for at that moment.

#4: SHOW STEVE RELEVANT CONTENT EVEN WHEN HE DOESN’T TAKE ACTION.

Webtrends allows you to test against metrics you

used to have to guess at. You can optimize based

on engagement, not just action.


11

Steve finally buys his

dream motorcycle.

Why?

You were there with

him along his entire

customer journey.

While he was browsing,

reading, searching—your

brand was there.

#5: OPTIMIZE STEVE’S JOURNEY AS A CUSTOMER, EVERY STEP OF THE WAY.

Webtrends identifies visitor segments based on attributes

and behaviors across digital channels, so you can

optimize the purchase path for customers.

You made this happen for him.


12

LOOK AT STEVE GO

YOU WIN!

Steve felt comfortable with your brand, because your brand was there with meaningful information for him in every digital channel.

You knew what he wanted, and were able to provide it at every step.

13

WEBTRENDS CAN HELP YOU CREATE MEANINGFUL, HELPFUL DIGITAL EXPERIENCES FOR EVERY CUSTOMER.

• In-the moment data.

• Highly personalized online and mobile sessions.

• Personalization in context.

• Visitor segmentation based on attributes and behaviors across digital channels.

• Optimizing against metrics that go beyond conversion, like engagement.

• Visitor segmentation and targeting based on attributes and behaviors across digital channels.


To learn more, download the playbook.


PLAYBOOK

CONVERSION OPTIMIZATION

FIVE STEPS TO CREATING THE ONLINE EXPERIENCE CUSTOMERS REALLY WANT

http://go.webtrends.com/PBOPTJUN2713CustomerExperience.html

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5 Ways to Give Customers What They Want Online