Having an authentic conversation with customers is virtually impossible if you’re using disconnected and siloed systems. Add the complexity of personalizing these interactions at scale on websites, apps, and myriad other touch points that serve millions of users, and the problem requires a strategic approach. Customer engagement derives from connecting all of these points of interaction, and using that combined information dynamically to provide the best experience possible, for each and every prospective customer.
Customers who are fully engaged represent an average 23% premium in terms of share of wallet, profitability, revenue, and relationship growth compared to the average customer. Actively disengaged customers represent a 13% discount in those same measures.
Anticipate customers’ needs
Customers don’t want to have to tell you what they want. They will demand that you anticipate what they are seeking and present it to them, no matter how they choose to engage with you.
No one wants to be treated like a number. Customers prefer to engage with organizations that know who they are, understand their likes and dislikes, and carry on the conversation over any channel, while remembering where they left off and building over time.
Own the experience
Sitecore connects the experience across every channel—the only true way to achieve automation that works at scale. We deliver an end-to-end experience platform with technology that works behind the scenes to deliver the most relevant experience to your customers.
These two-way conversations can only happen when you have a completely connected platform that goes beyond customer knowledge to anticipation, so that the content they receive takes personalization to another level.
Translate customer engagement into sales, customer retention, and repeat business
It’s clear — companies that engage their customers in an ongoing, two-way dialog can use that conversation to achieve specific goals throughout the customer relationship lifecycle:
- Convert a first-time web visitor into a new customer
- Motivate existing customers to be receptive to new offers and products tailored to their needs and interests
- Build repeat sales and extend relationships to sister brands by leveraging connected web personalization, email marketing, social media, and brand-centered online communities
The Sitecore® Experience Platform™ lets you deliver marketing programs and customer experiences that are relevant, immediate, and connected, allowing them to cost-effectively identify and convert prospects, and to sustain long-term relationships with customers.