Interact16 Crystal Olig: Web Architecture to Fuel Customized, Human Experiences
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Transcript of Interact16 Crystal Olig: Web Architecture to Fuel Customized, Human Experiences
DESTINATIONDIGITAL
EXPLORE THE FUTURE OF MARKETING
Web Architecture to Fuel Customized, Human Experiences
CRYSTAL OLIGUPWARD BRAND INTERACTIONS
USER EXPERIENCE
LET’S ACT LIKE A WEBSITE FOR A SECOND…
PERSONALIZING WEB EXPERIENCES
• Why this is a “Next Big Thing” for Web Marketers
• What Does it Look Like
• What Can a Site Know?
• Getting Started
• Tools + Teams
WHY PERSONALIZE?
marketing
product/service line managers
human resources
executive leadership
customer care
IT
legal
WHY PERSONALIZE?
• Your website is the house your whole organization has to live in
• But your audiences expect to be spoken to with an understanding of who they are and what they want
• With personalization, your website can adapt to go from serving everyone and therefore no one, to serving users on a 1:1 human basis
WHY PERSONALIZE?
• Personalized experiences result in– higher engagement rates
– increased brand preference and loyalty
– improved conversion rates
– uplift in sales
The Definitive Guide to Web Personalization // Marketo, 2015
Hero imagery
Video feature
Default to correct tab
with related message &
imageContextual media stream
Industry photo gallery
Hero imagery
Video feature
Default to correct tab
with related message &
imageContextual media stream
Industry photo gallery
Hero imagery
Video feature
Default to correct tab
with related message &
imageContextual media stream
Industry photo gallery
82% of visitors find content made for their specific industries more valuable, and
67%also value content created for their specific positions // Marketing Sherpa
BUT, IS IT CREEPY?
“ In fact, a recent report by VB Insight found that 87% of companies see a lift in key metrics (such as conversion rates, engagement rates, and lead generation or average order value) when they employ personalization…
Venture Beat Report // December 16, 2015
WHY PERSONALIZE?
…Within that group, 40% see an uplift of more than 20% in their key metrics. Missing the opportunity to truly connect with your buyer ultimately means lost revenue, yet fewer than 20% take advantage of web personalization to improve their results.”
Venture Beat Report // December 16, 2015
WHY PERSONALIZE?
• You don’t have enough content to make targeting useful
• You don’t have enough staff to maintain targeted content
• Your content is not semantically rich—you need a taxonomy, metadata, etc.
• You don’t have a CMS that supports it
• You don’t have analytics and tracking in place to gain insights and adjust
Approaching Content Strategy for Personalized Websites// Colin Eagan for Alistapart.com, May 19, 2015
CHALLENGES OF PERSONALIZATION
WHAT CAN A SITE KNOW?
EXPLICT VS. IMPLICIT DATA
• Explicit: What users tell you about themselves– Name
– Industry
– Company size
– Revenue
– Market Cap
– Interests
EXPLICT VS. IMPLICIT DATA
• Implicit: What we can observe, detect or infer– Geolocation
– IP address
– Browser
– Device
– Behavior
– Referral
EXPLICT VS. IMPLICIT DATA
Unknown Visitorunique record
created by using IP address
Known Visitorpre-conversion
activity matched to post-conversion
data
1st
visit convert
What users are doing on your site
BEHAVIORAL DATA – Pages per visit– Number of visits
(new vs. returning)– Specific pages
viewed– Downloads– Search terms– Referrals– Product interest– Purchase history– Customer journey
GETTING STARTED
STEP 1: USER DATA & PROFILES
• Consider what you already know and how your lists are segmented• Can you group around areas you have existing site content or assets?
– Product Catalog– Blog Categories– Industries or Applications pages– Service Lines
• Amplify with
– Personas– Demographics– Need States/Challenges– Decision Making Stage– Targeted Accounts
• Determine what you’d like to learn about your customers• Map user segmentation to your content segmentation plan
STEP 1: USER DATA & PROFILES
• Jordan James
• Known:
– Female
–Mother
– Age: 25-35
– E-news: Healthy living, cancer
STEP 1: USER DATA & PROFILES
• Jordan James• Unknown:
– Ethnicity– Geography living within– Ages of children– Cancer interest–Who she cares for
First Visit Second Visit
First Name
Last Name
E-News of interest v
Are you a parent? v
Male/female v
Jordan
James
Mother X
How old are your kids v
Do you care for a parent or other senior v
STEP 1: USER DATA & PROFILES
STEP 2: CONTENT INVENTORIES + CONTENT MODELING
• A content model is a representation of the types of content and their inter-relationships.
• Consider any existing tagging or categorization systems are present on your site already
• Sitecore suggests a “relevancy map” where each Persona maps to a decision stage and a type of content
What is Content Modeling // CleveGibbon.com
STEP 2: CONTENT INVENTORIES + CONTENT MODELING
– Decision path signifier• Early: Awareness, thought leadership, pain points
• Mid-Stage: Very valuable content; offers, analyst reports, premium content
• Late: Remove barriers to conversion. Why buy, answer questions, big offers, best values
STEP 2: CONTENT INVENTORIES + CONTENT MODELING
STEP 2: CONTENT INVENTORIES + CONTENT MODELING
Tags
User Profile Content
STEP 2: CONTENT INVENTORIES + CONTENT MODELING
• Asset & Content Types
– HTML Pages – Site or Blog
– Ads, banners, testimonial blocks, inline links
– Documents
– Videos
– Press Releases & News
STEP 2: CONTENT INVENTORIES + CONTENT MODELING
Press Releases
Ads Documents Videos
Industry(Healthcare,
Education, B2B)
X X
Size of company
X X X
Geography X
STEP 2: CONTENT INVENTORIES + CONTENT MODELING
DocumentsForecasts &
TrendsCase Studies
& ReportsOverviews/
SpecsHow to Buy
Industry X X
Size of company
X X X
Geography X
Early X
Mid X X
Late X X X
STEP 2: CONTENT INVENTORIES + CONTENT MODELING
• Do a content audit – pages, documents, the works• Inventory the content and assign to profiles, doing gap analysis
as necessary• Group as many consistent types of content together as you can• Apply a taxonomy, metadata or categorization system
– Industry– Application– Challenge– Organization size– Product category
STEP 2: CONTENT INVENTORIES + CONTENT MODELING
STEP 2: CONTENT INVENTORIES + CONTENT MODELING
STEP 3: TARGET SITE REAL ESTATE
• Effective places to place targeted content:
– Name or greeting
– Homepage hero graphics
– Promotional areas like ads or call-outs
– “You may also be interested in”
– “Related to this item”
– Redirect to microsite
– Targeted phone number or conversion form
STEP 3: TARGET SITE REAL ESTATE
STEP 3: TARGET SITE REAL ESTATE
STEP 3: TARGET SITE REAL ESTATE
STEP 3: TARGET SITE REAL ESTATE
The Definitive Guide to Web Personalization // Marketo, 2015
STEP 4: CREATE ENGAGEMENT MATRIX, PROFILES OR SCORING• Match what you know about a user based on:
– Explicit criteria
– Observed behavior• Map the right content to where the person is in a decision-
making path
Profile Profile Keys Scale
Car type
Urban
1 to 5Two seats
Rural
Economical
Family
Persona
Practical
1 to 5Precautious
Environmental Conscious
Boaster
Stage in Buying Cycle
Search
1 to 5Evaluate
Decide
Engage
Support
Profiling Predictive Personalization with Sitecore Customer Engagement Platform
STEP 4: CREATE ENGAGEMENT MATRIX, PROFILES OR SCORING
Car types Personas Stages in Buying Cycle
Content Comfort Car Hybrid Minivan Small car Sport Truck
Adrian (Mr. Safe)
Al (Mr. Eco)
Axel (Mr. Show off)
Lynn (Mrs. Hockey Mom)
Searchers Evaluators Deciders Engagers Supporters
Home
Vechicles X
Cars X X X X X
Trucks X X X
SUVs X X
Minivan X X X
Model A X X X X
Model B X X X X
Model X X X X X X
Crossovers X X X X
Sport X X X
Hybrids X X X
Build your car X X
Accessories X
Find your Dealer X X X
For Owners X
Safety X X X X
Financial X
About
STEP 4: CREATE ENGAGEMENT MATRIX, PROFILES OR SCORING
Profiling Predictive Personalization with Sitecore Customer Engagement Platform
Car type (Profile) Persona (Profile) Stage in Buying Cycle (Profile)
Profile Cards Urban Two seats Rural Economical Family Practical Precautious Environmental Conscious Boaster Search Evaluate Decide Engage Support
Comfort Car 4 0 1 1 1
Hybrid 4 0 0 3 2
Minivan 3 0 0 2 5
Small car 4 1 1 5 2
Sport 4 5 0 0 0
Truck 1 5 3 0 0
Adrian (Mr. Safe) 2 5 1 0
Al (Mr. Environmental) 2 1 5 2
Axel (Mr. Show off) 1 0 0 5
Lynnette (Mrs. Hockey Mom) 5 3 2 0
Searchers 5 2 0 0 0
Evaluators 2 5 2 0 0
Deciders 0 2 5 2 0
Engagers 0 0 2 5 2
Supporters 0 0 0 2 5
STEP 4: CREATE ENGAGEMENT MATRIX, PROFILES OR SCORING
Profiling Predictive Personalization with Sitecore Customer Engagement Platform
Car types Personas Stages in Buying Cycle
Content Comfort Car Hybrid Minivan Small car Sport Truck
Adrian (Mr. Safe)
Al (Mr. Eco)
Axel (Mr. Show off)
Lynn (Mrs. Hockey Mom)
Searchers Evaluators Deciders Engagers Supporters
Home
Vechicles X
Cars X X X X X
Trucks X X X
SUVs X X
Minivan X X X
Model A X X X X
Model B X X X X
Model X X X X X X
Crossovers X X X X
Sport X X X
Hybrids X X X
Build your car X X
Accessories X
Find your Dealer X X X
For Owners X
Safety X X X X
Financial X
About
STEP 4: CREATE ENGAGEMENT MATRIX, PROFILES OR SCORING
STEP 4: CREATE ENGAGEMENT MATRIX, PROFILES OR SCORING
STEP 4: CREATE ENGAGEMENT MATRIX, PROFILES OR SCORING
STEP 4: CREATE ENGAGEMENT MATRIX, PROFILES OR SCORING
STEP 4: CREATE ENGAGEMENT MATRIX, PROFILES OR SCORING
STEP 4: CREATE ENGAGEMENT MATRIX, PROFILES OR SCORING
STEP 5: MEASURE & ANALYZE
• Campaign basis for changes and updates• Early stage
– Time on site– Visitor frequency– Content consumed/pages visited– Volume of known vs. unknown visitors– New vs. returning visitors– Time on page
STEP 5: MEASURE & ANALYZE
• Mid stage - Conversion
– Actions taken
– Contact quality
– Lift in digital advertising ROI (conversions on pages featured in display/remarketing/programmatic)
STEP 5: MEASURE & ANALYZE
• Mid stage - Conversion
– Actions taken
– Contact quality
– Lift in digital advertising ROI (conversions on pages featured in display/remarketing/programmatic)
STEP 5: MEASURE & ANALYZE
• Late stage - results
– ROI
–Opportunities
– Revenue attribution
TOOLS + TEAMS
TOOLS TO TRY
• Web CMS Systems
– Well-structured content – no blobs or chunks!• “User Experience Engines” & Marketing Automation platforms
– Pardot
– Marketo – Marketo Predictive Content
– Hubspot
– Evergage
– Optimizely
– Segmint
TOOLS TO TRY
• 40 Nuggets• Adobe• Apptus• Avari• Barilliance• Baynote• Bloom Reach• BlueConic• BlueShift• BoomTrain• Bunting• Canopy Labs• Certona• Commerce Sciences• Demandbase• Dynamic Yield
• Evergage• Futurelytics• GetSmartContent• Granify• Gravity• Hubspot• Kentico• LivePerson (Amadesa)• Maketizator• Montetate• Movable Ink• MyBuys• Needly• Optimizely• Personyze• Pleisty
• Qubit• Reflektion• RichRelevance• Sailthru• Salesforce• SAP Hybris• SDL• Segmint• Site Apps• Sitecore• Sitefinity• SmartFocus• SRVD• Thunderhed• Zaius
Venture Beat Report // December 16, 2015
ON TEAMS
• Content Strategist
• Information Architect
• Creative
• Developer or Technical Lead
• Analyst
LINKS + STUFF
• The Definitive Guide to Web Personalization // Marketo, 2015 https://www.marketo.com/definitive-guides/the-definitive-guide-to-web-personalization
• Approaching Content Strategy for Personalized Websites // Colin Eagan for Alistapart.com, May 19, 2015www.clevegibbon.com/content-modeling/what-is-content-modeling/
• Web personalization: How big (and small) companies are increasing conversions and boosting rententionhttp://alistapart.com/article/approaching-content-strategy-for-personalized-websites
• Venture Beat Report, December 16, 2015 insight.venturebeat.com/report/website-personalization-increasing-conversions-and-retention-right-technology-partner
• What is Content Modeling // CleveGibbon.comhttp://www.clevegibbon.com/content-modeling/what-is-content-modeling/#sthash.gVqkotO5.dpuf
• Your Digital Experience Technology Strategy Starts With A Customer Journey Map // Forrester, 2016https://www.forrester.com/report/Your+Digital+Experience+Technology+Strategy+Starts+With+A+Customer+Journey+Map/-/E-RES130482
• Profiling Predictive Personalization with Sitecore Customer Engagement Platform {worksheets} http://mediacontent.sitecore.net/Media/Predictive Personalization worksheets.xlsx
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