Building great customer experiences in the age of the customer
When it comes to building great customer experiences, there’s a lot for marketers to consider. We’re in ‘the age of the customer’, a time when businesses without a digital maturity model could fall behind.
Once upon a time products, services and their information were in the seller’s control. Nowadays the customer has choices. They have the ability to access hundreds of options in a matter of seconds. Technology gives power to the customer. And with that power, comes the need for marketers to build great customer experiences.
If you’re wondering, ‘What is customer experience?’ check out our blog post for an introductory guide.
Customers have control over the buying process. The marketer should give every customer something extra. Marketing personalisation lets marketers treat each customer to a personalised experience. The reason marketers are focusing on the customer experience is because it gets results.
Some benefits of building great customer experiences include:
These benefits rely upon improving the interaction between your company and its customers.
Sitecore 8.1 enables brands to use all customer data to provide a personalised experience, even to anonymous users of digital products. Real-time visitor tracking in Sitecore can identify browsing patterns. There are a number of Sitecore features that help build great customer experiences:
We’ve helped our customer Fairtrade in building great customer experiences. We began with a complete website rebuild, which focused on getting more customer interaction. Moving to Sitecore gave them the flexibility to integrate with existing customer data. They also saw the benefit of social media integration and improving mobile user experience.
We’ve also created Sitecore microsites for Welsh Water, leading to better communication with customers and cost savings. Welsh Water needed a members’ microsite that would operate within their existing Sitecore installation. This gave them better access to customer data and helped streamline the user experience.
We migrated British Gypsum to Sitecore from an outdated CMS. This digital transformation project included the ‘White Book System Selector’. This is now a trusted online resource for builders, architects and designers finding the right products and tools for their job. Users can access the specific product specifications and download what they need faster.
At Kagool, our team is made up of talented Sitecore developers, digital marketers and Sitecore SEO experts. We’re a top UK Sitecore partner with a Sitecore MVP. Our digital expertise helps our customers get the best from Sitecore features while building great customer experiences.