A great Oracle White Paper March 2012

Client Experiences that Engage and Convert

Customer Experiences that Engage and Convert

Exec Overview........................................................................... you Introduction....................................................................................... 1 Focus on Clients, and Adapt to Them......................................... a few Assembly, Not really Production............................................................. a few Think Throughout Touchpoints............................................................. 3 Leave No Data or Content Behind..................................................... 4 Mine Your Data to Optimize the Experience.................................. 4 Employ Content in Context.................................................................. five Boost Self-confidence by Appearing Content Early and Often............... six Provide Constant Guidance Along the Customer's Way.................... 7 Present Flexibility in Merchandising................................................... eight Use Brains to Drive Better Experiences................................. on the lookout for Optimize for each Touchpoint.......................................................... on the lookout for Unify Technology to Lower Costs and Limitations to Admittance............... 10 Summary...................................................................................... 11 Appendix: Recommended Examining................................................. 11

Client Experiences that Engage and Convert

Executive Overview

The way in which businesses engage with customers has fundamentally changed—in part because the predictability of interactions has vanished. Clients can now connect to brands via multiple touchpoints (Web, mobile phone, social, retail stores, kiosks); yet , they refer to cross-channel inconsistency as their #1 complaint. To succeed in the multichannel world, businesses must change from channel-centric organizations to customer-centric businesses. The best way to achieve this transformation is always to connect inner data, groups, and solutions to drive natural personal experience that enhance engagement, revenue, and commitment across stations. 1

Advantages

Customers don't think in terms of stations; they simply want to interact with a brand within a consistent manner—wherever, whenever, and via whatsoever device they're using. Yet even as buyers are embracing an ever-growing assortment of gadgets and touchpoints, businesses are unable to solve fresh problems with heritage systems and team constructions. This is because inside teams will be siloed and held to channel-oriented desired goals; legacy technology is unable to range; data and content will be scattered throughout the enterprise; without universal perspective of the client lifecycle or perhaps cross-channel efficiency can be provided. Customers are searching for more—but rather the a hundred and five million buyers using multiple touchpoints find themselves exposed to interior business problems at the stage of diamond. 2

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2012 Customer Encounter Trends Survey, Endeca Technology, May 2011 " Pleasant to the Multidevice, Multiconnected Community, ” Forrester Research, January 2011

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Customer Activities that Indulge and Convert

Delivering a consistent experience is the new obstacle. A 2010 Forrester Study survey located that retailers who had focused on multichannel integration experienced a typical 48 percent increase in on the net sales and 36 percent increase in customer satisfaction, as well as a 28 percent reduction in operating costs and a 25 percent embrace profitability. But although 50 percent of the firms from the same survey state they support a eye-sight for multichannel consistency, simply 39 percent believe they have the ability to apply that eyesight. This will require dedication to a enterprisewide effort, an performance strategy that understands engagement throughout the consumer lifecycle, unlocking data to...

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