Post on 13-Jul-2015
transcript
using personalisation to
reduce the friction.
Paul Stephen
C.E.O., Sagittarius
@SitecoreUK @SagittariusMktg
using personalisation to
reduce the friction.
@SitecoreUK @SagittariusMktg
customer lifetime value.(CLV)
def: Customer revenue less the cost to
acquire and then serve the customer
@SitecoreUK @SagittariusMktg
value to relationships.
calculate profitability.
guides marketing decisions.
focus and loyalty.
@SitecoreUK @SagittariusMktg
customer maturity model.
multi-channel.
@SitecoreUK @SagittariusMktg
consumer
digital
ecosphere.
commerce
content
community
Mary Meeker, internet trends 2014
@SitecoreUK @SagittariusMktg
reducing the friction
make it easier for the customer.
@SitecoreUK @SagittariusMktg
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@SitecoreUK @SagittariusMktg
@SitecoreUK @SagittariusMktg
Best Sports Tour Operator Website Best Website User Experience
Best Tour Operator WebsiteBest Travel and Holidays
Ecommerce WebsiteBest Specialist Tour
Operator Website
Foundation
200,000
visits
2,000
bookings
1%
conversion
@SitecoreUK @SagittariusMktg
reducing the friction.
@SitecoreUK @SagittariusMktg
22%
lower
bounce
rate
7%
increase
holiday
searches
32%
increase
hotel &
packages
@SitecoreUK @SagittariusMktg
107%
improvement
in sign ups
@SitecoreUK @SagittariusMktg
55%
increase
online
booking
16%
growth
in
business
@SitecoreUK @SagittariusMktg
learned, explicit
& implied data.
@SitecoreUK @SagittariusMktg
add more.
@SitecoreUK @SagittariusMktg
the human API
@SitecoreUK @SagittariusMktg
@SitecoreUK @SagittariusMktg
the human API
@SitecoreUK @SagittariusMktg
what next?
@SitecoreUK @SagittariusMktg
@SitecoreUK @SagittariusMktg
@SitecoreUK @SagittariusMktg
top tips. know your customer
think about their journey
reduce the friction
what can you learn
what can you add?
@SitecoreUK @SagittariusMktg
thank you.
Paul Stephen
paul@sagittarius.agency
@SitecoreUK @SagittariusMktg