using personalisation to
reduce the friction.
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customer lifetime value.(CLV)
def: Customer revenue less the cost to
acquire and then serve the customer
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value to relationships.
calculate profitability.
guides marketing decisions.
focus and loyalty.
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customer maturity model.
consumer
digital
ecosphere.
commerce
content
community
Mary Meeker, internet trends 2014
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reducing the friction
make it easier for the customer.
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SELECT
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200,000
visits
2,000
bookings
1%
conversion
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reducing the friction.
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22%
lower
bounce
rate
7%
increase
holiday
searches
32%
increase
hotel &
packages
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107%
improvement
in sign ups
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55%
increase
online
booking
16%
growth
in
business
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learned, explicit
& implied data.
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add more.
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the human API
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the human API
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what next?
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#sitecore @SagittariusMktg
#sitecore @SagittariusMktg
top tips. know your customer
think about their journey
reduce the friction
what can you learn
what can you add?
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thank you.
Paul Stephen
[email protected]
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