Stand Out Customer Experience

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How to Stand Out: Survival in the Digital AgeLoni Stark - Director of Product & Industry Marketing, AdobeDarren Smith –Digital Marketing Manager, Intel


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Adobe: Leader in Forrester Waves

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Researchproduct online

Receive mobilead for product

Search onlinefor product

Join Facebookcommunity forproduct

Research accessoriesfor product

Buy accessoriesin store

Receive productupdates

See TV adfor product

Buy productonline

Visit storefor help

Visit store to get help with product

View video for newer product

Attention is Scarce: Focus on capturing sustained attention

Receive promo for product



Digital customer experiences that matter are the ones that stand out.

Be the answer to a customer problem, everyday.

Be Useful

Reinforce the brand and extend the customer value beyond the physical product.

Be Different

Be ConvenientDesign for your laziest customers.



Digital experiences that are useful, different, and convenient for customers, it significantly impacts the bottom line.

Experiences on Owned Properties: Long-term differentiation

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Increase engagement

New client acquisition

Increase brand loyaltylifetime value



Be Useful: HealthNow New York personalized the web experience

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Be Useful: Good Hair Day - Expert advice on how to have a “good hair day”

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Provide “how to” content to persuade

the buyer to read an article

watch a video and then

buy GHD products.



Be Different: Crate & Barrel, Nike – digital experiences that personalize product

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Be Different: Philips extends physical product with social experience



Be Different: Caesars Entertainment – increasing engagement online & offline

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• Reduced time for monthly reporting from weeks to hours

• Quantified subjective design decisions

• Optimized web experience for 70% higher conversion

• Increased signup rates to loyalty program by 10%



Be Different: Travelocity – An entire product based on digital experience

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Investec: “it’s all about the right content, at the right time, for the right device.”

WEB

SOCIAL

VIDEO

MOBILE

Be Convenient: Investec makes it easy



Be Convenient: Mobile as part of omnichannel experience



Digital customer experiences that matter are the ones that stand out.

Be the answer to a customer problem, everyday.

Be Useful

Reinforce the brand and extend the customer value beyond the physical product.

Be Different

Be ConvenientDesign for your laziest customers.



Loni [email protected]: @lonistarkLinkedIn: lonistark


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Stand Out Customer Experience

Business

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