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