Simon Bartolo 7 Habits

Sitecore. Compelling Web Experiences

Page 1 www.sitecore.net

Seven Habits of Highly Effective Web 2.0 Sites



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’s 1200+ customers include:



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?



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



Audience Poll…

How long does it currently take to make updates or changes to your Web site? Hours

Days

Weeks



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



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





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.)





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









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





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







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



Audience Poll…

Do you currently have a blog or forum on your Web site? Yes No Considering, but hesitant







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





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



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



Q & A

Addition information can be found at:

www.sitecore.net

Follow up questions please contact:

[email protected]

Date post:	16-May-2015
Category:	Technology
Upload:	inblackandwhite
View:	756 times
Download:	1 times

Simon Bartolo 7 Habits

Technology