Increase Your Customer Experience With Sitecore
07Feb 2020

Increase Your Customer Experience With Sitecore

Boost Your Marketing & Sales With Sitecore’s Experience Platform

Today, as a result of technological advancements in mobile development, people are increasingly spending the majority of their time in the online world. With the advent of newer device technologies, businesses have now access to customers over multiple channels of interaction. Earlier, web content used to be the primary source of digital content consumption. However, with mobile technologies taking huge strides along with IoT (internet of things), proficiency in omni-channel marketing has become the key for success in the market.

Sitecore recently conducted a study involving 880 decision makers around the globe to better understand how they view customer experience. The report synthesised that business leaders need to prioritise customer experience as one of the most important aspects of marketing. Not only that, those who aren’t obsessed with how their customer’s interact with their brand should be.

The survey saw respondents claim that on average every $1 spent on customer service brought in at least $3 in return. That’s a 300% return on their investment. But, it’s not only the marketing aspect that benefits. It goes on to affect other areas of the business like revenue, market competition, brand awareness, and sales cycles.

But among all these, most of these decision makers agreed that creating a positive experience for the customer is an extremely tough job. There are many obstacles while creating a positive customer experience, but the most common issue is the need to upgrade technology across various functions and integrate them.

#1 Investing In Innovative Technologies

Companies across the globe, whether small or large, struggle with finding synergy among their various functions. While sales, marketing, IT, and customer service remain interrelated, they are separated by function. However, due to their interrelated relationship each has an impact on the other.

That’s why when aiming to create a holistic customer experience, each of these functions need to move at the same pace. Decision markers tend to prioritise one over the another and are left to wonder where their strategy went wrong. The fact is that each of these departments need to leverage innovative technologies and work inclusively to create a common path towards that goal.

#2 People Are As Important As Technologies

While technologies play an integral role in business success, it’s irrelevant without people. A team philosophy is integral to creating a successful customer experience. This philosophy should extend to every team connected with the product or service.

The people not only control the technologies, but also leave their imprint on it. As a result, when a service or product is delivered to a customer, that level of care and excellence shows through. Investing in training your team and building an inclusive philosophy is central to creating that ultimate customer experience.

#3 Extract Data To Match Customer’s Lifetime Value

A customer is not limited to a single transaction. In fact, if the experience was positive, they are more than likely to return as well as refer your product. That’s why businesses should never calculate the value of a customer based on single transactions but rather look to calculate their lifetime value and achieve loyalty.

Doing that would require gaining a deep insight of your customer’s tastes and preferences and understanding their thought processes. However, such a task can be difficult when working through a single channel, given a customer’s life extends to multiple channels during their day. Leveraging omni-channel outreach helps you create your customer’s profile and according create your offerings.

Leverage Sitecore’s Experience Platform With PennyWise

When you’re looking to create that ideal customer experience with Sitecore platform and analytics, you need a sound guide and consultant that understands your needs and accordingly offers customised solutions. Our Sitecore development services does exactly that using deep analytics and omni-channel strategy to help you reach your ideal customer and create a premium experience for them.


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