Post on 16-May-2015
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Sitecore. Compelling Web Experiences
Page 1 www.sitecore.net
Seven Habits of Highly Effective Web 2.0 Sites
Sitecore. Compelling Web Experiences
Page 2 www.sitecore.net
Sitecore
Leading provider of enterprise-class .NET web content management and portal software for mid-to-large organizations with major offices worldwide:
Stability Profitable since inception in 1999, same owners, same vision and
same technology (.NET)
Customers Over 1200 client installations managing over 5000 web sites
worldwide
Recognized Best Microsoft technology alignment, Microsoft ISV Partner of the
Year 2003/2004, Microsoft Gold Partner
Supported 300+ Solution Partners in 40+ countries with 1000+ certified
developers
Sitecore. Compelling Web Experiences
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Sitecore’s 1200+ customers include:
Sitecore. Compelling Web Experiences
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The Value Gap
If you had a resource that could… Increase customer retention Increase qualified leads Create more loyal and repeat customers Lower customer support costs
Would you make use of it?
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Most Web Sites are Untapped Resources
Many organizations fail to harness the potential of customer facing sites to: Improve customer retention/relationships Test marketing effectiveness Increase lead generation Generate customer self service
Due to consumerism elsewhere, customer expectations continue to rise
Sitecore. Compelling Web Experiences
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Audience Poll…
How long does it currently take to make updates or changes to your Web site? Hours
Days
Weeks
Sitecore. Compelling Web Experiences
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Introduction to the 7 Habits
Steven Covey’s book, “The 7 Habits of Highly Effective People” (Simon & Schuster, 1989)
Apply the same rules to your Web site
Your Web site is a mechanism to build and grow an online relationship with your audience
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Habit #1 Your Customers are in Charge Listen and respond to your customers’ needs
Learn how to listen Optimize for what your customer wants to do Analytics only tell part of the story Engage focus groups, surveys and your online user community
The customer is always right Become adaptive - Learn and evolve CMS to the rescue Prioritize high value content (that user behavior shows you)
BenefitsBy creating a customer centric website: More loyal customers (goodwill) More repeat customers Lower support costs per customer
Sitecore. Compelling Web Experiences
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Sitecore. Compelling Web Experiences
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Habit #2 Implement your site goals with consistencyNot as obvious as you think
Most sites still behave like single dimensional marketing literature Create targeted (segment based) calls for action Leverage the advantages of the web, speak to who they are Guide users where you want them to go Remember: different types of users will react differently and plan for it
Ask yourself… What should users achieve on this site? What different types of goals do they have?
Benefits Provide focus and direction into every piece of content and
functionality Higher conversion rates (leads, transactions, self service, etc.)
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Sitecore. Compelling Web Experiences
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Habit #3 Balance User experiences with Site goalsPrioritize Your Customers’ Experiences
User experience must win out Create value for your customers Provide what they need, or what they didn’t even know they needed Align their needs with your desired outcomes Make your customers a part of the experience
Benefits Increased customer retention Lower cost of doing business with customers Word of Mouth (WOM) marketing
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Sitecore. Compelling Web Experiences
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Sitecore. Compelling Web Experiences
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Sitecore. Compelling Web Experiences
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Habit #4 Deliver Value to Your Web Visitors Provide value
Deliver value back to customers; Understand what they need and deliver it quickly Demonstrate utility of the information they provide
Benefits Creates stronger collaboration habits with customers Builds goodwill with customers Stronger customer relationships for increased customer retention
Sitecore. Compelling Web Experiences
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Sitecore. Compelling Web Experiences
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Habit #5 Be Honest – What is and is not workingExamine and evaluate what does not work
Find the holes Identify what customers seek, but can’t find Elicit feedback and communicate back Offer expertise
Benefits Help your customers learn how to do business with you Lower customer support costs
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Sitecore. Compelling Web Experiences
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Sitecore. Compelling Web Experiences
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Habit #6 The real Web 2.0 - Create the ongoing dialogue with your customer Create an ongoing conversation with your customer
Use personalization to have an ongoing dialogue Episodic marketing can expand customer relationships Put your customer community to work for you Bubble up ideas and product feedback from customer community Build trust and confidence using your community
Benefits Creates value for the customer Greater customer intimacy / Loyalty Expands the customer relationship Deeper understanding of customer needs
Sitecore. Compelling Web Experiences
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Audience Poll…
Do you currently have a blog or forum on your Web site? Yes No Considering, but hesitant
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Sitecore. Compelling Web Experiences
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Habit #7 Sharpening your Website’s Saw
Renewal Techniques that work: A/B Split testing Multivariate testing
Marketers love metrics Use test and control mechanisms to analyze marketing effectiveness Learn what is working and what is not Prototype the customer response to new messaging and imagery
Benefits Actionable knowledge of what is working on your site A low-cost channel for measuring marketing effectiveness
Sitecore. Compelling Web Experiences
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Sitecore. Compelling Web Experiences
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The Seven Habits
Your Customers Are in Charge
Implement Your Site Goals With Consistency
Balance User Experiences With Site Goals
Deliver Value Back to Your Customers
Be Honest – What is and is not working
Create the ongoing dialogue with your customer
Sharpening Your Website’s Saw
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Putting the Habits to Work
Demand more from results from your Web site
Extract more value by implementing these seven habits
CMS and Search Technologies can support these goals
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Q & A
Addition information can be found at:
www.sitecore.net
Follow up questions please contact:
sales-uk@sitecore.net