Three Customer Experience Stats You Should Know

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As an enterprise, you’re very familiar with the calls to deliver the right content to the right people at the right time to best optimize the customer experience. You can credit the focus and investment in digital customer experience to crowd-sourced company and product reviews, numerous forms of social media, and savvy customers connected to companies and their competitors through a variety of digital platforms.

Read on for three important statistics that highlight the opportunities for successful customer experience, along with best practices and tips on how to address them.

1) Loyal customers are seven times as likely to test an offering, five times as likely to buy again, and four times as likely to refer. (Source)

Knowing your audience’s personal preferences and needs goes beyond understanding what products or services they are interested in and the money they’re willing to spend. This understanding of individual preferences is about analyzing behaviors and tendencies—even as they shift over time—to present the most relevant and compelling messages, content, and offerings. Also, leading enterprises are listening to consumers, and they understand what they will get in return for satisfying consumers’ demands.

A modern CMS platform, which serves as the centerpiece of any digital customer experience strategy, can help by converting that insight into action and by offering the right digital experiences in a way that resonates with site visitors each and every time, and collects relevant feedback that reinforces customer loyalty.

2) 94% of companies see “higher engagement and conversion rates” as benefits of a commitment to customer experience (Source)

Consumers have shown their willingness to invest more in the enterprises who deliver a customer experience that matches their expectations. Why do site visitors reward these companies so generously? It’s because they recognize the value of doing business with an enterprise that has taken the time to learn who they are and what they want and created a digital experience that delivers without fail across all devices and channels.

3) By 2017, 89% of marketers expect customer experience to be their primary differentiator. (Source)

Marketers are on the front lines when it comes to engaging customers, and they see how important it is to create appealing digital experiences. Everywhere you look, enterprises are vying for your attention; and once they have it, they strive to keep you coming back for more. As different digital platforms emerge, it will get even tougher to stand out from the pack and keep brand loyalty steady. That is why some of the most successful enterprises use personalization to engage site visitors.

So how do they provide this level of attention? Only with a modern CMS platform, built from the ground up to deliver high-performance personalized experiences, that enables marketers to target specific audiences and deliver compelling experiences that authentically connects with customers and ensures brand satisfaction.

Clearly, enterprises that can answer the call to not only meet but exceed the customer experience stand to win big. Simply put, both short- and long-term profits and brand loyalty are at stake. But providing great customer experience requires work. In fact, to get customer experience right, you must have the right technology in place. Explore our white paper: Building and Optimizing Multi-Channel Web-Experiences to learn about the most modern technology available to you to better engage your customers. Download it today and discover how to deliver modern digital experiences that today’s site visitors expect.

Avoiding Website Performance Bottlenecks

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In a world where multitasking is more prevalent than ever, enterprises are asking more and more from their websites. Unable to keep up, site functionality is exploding while optimization is falling flat. And it’s not only e-commerce sites that are failing at performance. Industries of all types are experiencing web performance bottlenecks caused by slow page load times and sluggish user interaction.

Whether it’s the hefty amount of images, plugins or JavaScript getting fancier, it is clear that some major factors are interrupting the flow of website optimization. With site functionality only continuing to get more complex, resource requests dramatically increasing, and the growing trend toward personalized experiences, performance is taking a huge hit.  Unfortunately, this trend is negatively affecting user retention – ultimately affecting your enterprise’s bottom line.

Yet considering how important a website can be for any given enterprise, it seems only natural to take the extra care to ensure the website is not only running fast from the desktop site but from a mobile perspective too. The number of websites still not optimized for a mobile experience is astounding.

People Are in a Hurry Even When They Are Sitting On Their Couch

In the fast-paced era we live in, anything more than three seconds for a page to load is too long. Studies show that potentially upwards of 50% of users click off the site if the page takes too long. Additionally, 30% will jump ship if a shopping cart isn’t optimized for mobile.

This leads to lost sales, competitors winning over your customers, and overall missed opportunities. When you consider the the number of visitors, your average revenue per customer taking into account your attainable conversion rate, and then subtract everything lost from a website bounce rate of 40% when your site loads slowly, you can quantify the amount of lost revenue pretty quickly.

Increase Brand Engagement

Your brand will be much more likable if you offer an equally satisfying, personalized experience for both mobile and desktop sites. Whether a user visits your site from their smartphone or desktop, the experience should be optimized for functionality and brand consistency, so it fosters trust and affinity with your users. Most users regularly go between devices so if you are not able to provide what they need than they are more likely to go to a competitor rather than wait until they get back to their desktop to make a purchase. Not optimizing your site results in lost opportunities and losing customers permanently to competitors.

Optimize Your Site, and Business will Grow

To keep your users engaged and continuously coming back, you need to optimize your site performance and a modern content delivery solution is the most effective way to pull this off. Despite many performance optimization techniques manually performed by developers, hand-coding pages for performance is specialized, time-consuming work. When it comes to intensely involved sites with hundreds to even thousands of dynamic components per page, this can be an eternal task. As both browser requirements and page requirements continue to develop the work can seem never ending.

Therefore, consistently faster page loads and a more reliable site starts with a blazing fast content delivery platform. We built the world’s fastest dynamic content delivery solution with Crafter Engine, which now serves some of the largest and fastest sites on the globe.

Think your website performance needs a boost? Contact us at info@craftersoftware.com for guidance or download our white paper Building and Optimizing Multi-Channel Web Experiences to learn more!

The Future is Now: Virtual Reality Transforming Retail

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When it comes to brick and mortar retail, every inch of retail space is crucial to keep the business booming. So it’s no wonder that Happy Family, an organic children’s food manufacturer, decided to turn to virtual reality to help them gather data from 800 shoppers. Turns out this method isn’t just working for them, but it’s working for many other retailers too. It’s quickly becoming the future of retail with an international reach.

While it may seem somewhat futuristic, the truth is scenarios in which using virtual reality are beneficial, isn’t that far reaching. Combining virtual and augmented reality are already transforming major retail locations in every way — from the aisles, to store design and signage.

The Difference Between Augmented Reality and Virtual Reality

Sometimes augmented reality and virtual reality are used interchangeably. However, there are significant differences that you need to know when using or discussing these technologies. Augmented reality is a blend of real life and virtual reality. In other words, the consumer is still in touch with the real world around them, yet interacts with virtual elements. Virtual reality, on the other hand, transforms the user into a different world. Goggles or some type of headset are required for experiencing virtual reality.

Virtual Reality is Here to Stay

Virtual reality is not just a hot technology item for gamers, and from the data, it doesn’t appear as if virtual reality is just a fad. While VR has been around for a long time, it has matured to something that benefits our work and home lives in addition to being fun for entertainment purposes.

With virtual reality constantly improving, it’s time for retailers to honestly consider adding the technology to the way they do business. It’s already been proven that brands who have embraced virtual reality have attracted a wider user base. In a world where technology is constantly evolving, consumers are continuously demanding more from brands. Keeping up with technology is how brands can stay among and ahead of their competition. Consumers are beginning to expect virtual and augmented reality as they do their online shopping.

V-Commerce is the Next Step

Clearly, a complete move to v-commerce is what lies ahead. Although the idea of new hardware may seem overwhelming to businesses, it really shouldn’t be. The concept is constantly evolving as is the equipment.  Because of this, there are multiple options with devices at different price points and even applications that allow smartphones to use augmented reality and virtual reality.

With this omni-channel strategy, consumers will be able to do everything from trying on clothes to looking at products or ingredients. With this technology, retailers will be able to deliver an in-store experience to users shopping online. The scenarios for using virtual reality are endless and the benefits for business success are priceless. From up-selling to cross-selling, virtual reality will allow consumers to engage more with the products and will help to create a much more personal experience. This will in turn, increase sales – a reality every business owner can get behind.

New Tool Tests Your Website for Mobile Friendliness

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A recent global mobile study has shown that, collectively, Americans check their smartphones 8 billion times per day. From shopping and checking social media to paying bills and responding to emails, that comes out to about 150 times a day per person. For those keeping tally, that’s up 33 more looks per day than last year. The frequency at which users look at their phones is a huge factor in the popularity of mobile-friendly sites. More than ever, companies are quickly discovering that their website speed and mobile-friendliness is a huge factor in sales and customer loyalty.

When things aren’t moving fast enough, users get frustrated and more than likely switch to a competitor’s site. In fact, according to Google, an average user will leave the site if it doesn’t load within three seconds. And, since more searchers occur on mobile devices than on computers, it has become excruciatingly clear that if a potential customer can’t get through to your company’s site in that timeframe, they are five times more likely to leave. Plainly, a good mobile design is crucial to the success of your business.

Because of this need, Google has come out with mobile speed testing tool to give enterprises an idea of just how fast (or slow) their site loads. They run all the numbers for you to help you take the guesswork out of it. You are even given a report showing where your site fails so you can upgrade your system.

The concept is simple. Using a scale of 1-100, the speed testing site takes your company’s URL and measures the loading speed and mobile-friendliness. Everything from HTML, CSS, and Javascript to how long it takes images to load (on both desktop and mobile) are considered. In addition to how well your site fares, you can also see the specific spots that need improvement. Knowing is half the battle, and seeking development in the inadequate areas as soon as possible will help you keep your company out in front of customers, and far ahead of your competitors.

Ironically, Google failed its own test receiving a 59/100 on mobile speed and a 66/100 on the desktop speed. Both are listed as “poor” ratings.  But these statistics are what Google will use to improve their site.  According to the tool, Google’s desktop speeds could be improved by optimizing images and prioritizing visible content. Certainly interesting (and no doubt humbling considering they got slapped on the wrist by their own site!).

In a mobile world, there’s no reason to have a slow, inadequate website. Allow your company to stand out by giving your users the mobile experience they are looking for – a fast, easy, user-friendly design.

If your company is one of the many out there that has a slow website or poor mobile support, rest assured, an upgrade to Crafter CMS will improve your website and make it mobile-friendly and blazingly fast.

Check out Google’s new tool here: https://testmysite.thinkwithgoogle.com/

Rethinking the Content Management System for Media and Publishing in the Mobile Era

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Ask anyone from the staff at Buzzfeed to the owner of your neighborhood antique store, and they will agree: it’s time to reinvent the CMS so every publisher has the same tools to succeed in a mobile world. After all, in a world of smartphones, users have come to expect a better experience on mobile. Whether they are flipping through apps consuming content from left to right or experiencing rich magazine-like features, keeping the reader engaged is a top priority.

When it comes to moving beyond the desktop, “themeing” in the CMS is necessary to build these experiences across multiple screens. The goal of responsive design is a good starting point, but it doesn’t do the job completely. We need to take it a step further with the CMS being WYSIWYG and component-based. By doing so, any publisher can deliver a rich, touch-enabled experience regardless of the screen or device or wearable the reader uses.

Creating richer experiences on mobile enables engagement, and even monetization, to live within the CMS. Up until now, most CMSs had monetization relegated to the right rail of the page, but with so many users experiencing sites via mobile, it’s become necessary to shift to in-stream experiences. Dynamic experiences and monetization is now living symbiotically with the content. While many legacy CMS vendors have created bridge solutions, the real solution in the long-term is to make the CMS the place where native advertising is created and trafficked in sync with a publisher’s existing ad server. And this requires a CMS built for today’s era of mobile engagement.

Of course, every reader has different tastes and expectations for any given site so in order for native ads to be a success, personal relevance should be a major factor. Rather than a chronological feed, a personalized feed directed at the user’s own interests is needed.  Personalizing the user experience for each individual reader should be at the core of any given CMS. This provides a superior reading experience and users are much more likely to frequently engage with the site.

It isn’t just responsive design that has changed, users have changed their online activity as well. They are no longer simply reading content, leaving comments and moving on. Today, they are sharing more than ever and CMS for the mobile world needs to offer the seamless ability to connect with the online community.

Additionally, writers or anyone interested in creating content should have the option to write on mobile. Unfortunately, CMSs built a decade ago are not a viable option on mobile. Authors should be able to write content from their phone as effortlessly as they tweet.

While we aren’t totally there yet, this reinvention will surely happen. Publishing has drastically changed since the mobile shift and there’s no doubt that reinventing the corresponding CMS software will occur in the near future.

To learn how Crafter CMS was designed and built for the modern era of mobile engagement, contact us today for a personalized demonstration.

 

The Rise of Virtual Reality Experiences

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When Facebook bought virtual reality company Oculus in early 2014, virtual reality blew up. Now users can experience anything, anywhere through the power of this new medium. Whether they are painting a picture with a virtual reality paint brush, walking through a building that has not yet been built, or enjoying their favorite video game in a more realistic light, virtual reality has changed technology as we know it.

As it becomes more mainstream, the virtual reality trend is becoming more and more popular – especially among a core, technology savvy subset, namely gamers. And, they are willing to pay for it. A recent study done by Newzoo indicates that 11% of people in 12 western countries are considering purchasing virtual reality gear by the end of the year. Already, the awareness of consumer virtual reality is higher than the average consumer may even expect. With viral videos displaying the possibilities, and individuals discovering for themselves how user-friendly the hardware is, the response is growing.

According to the insights shared in the Newzoo report, consumers are willing and prepared to spend some serious dough on VR products. High-end virtual reality hardware ($600 and more) has been available since the beginning of the year for pre-order and sales will inevitably skyrocket towards the holidays. The Newzoo report suggests that an unexpected 16% of Spaniards, 12% of Americans and 10% of British are stating their interest to purchase VR equipment in the next six months.

This year, virtual reality has made its way into the consumer marketplace where even the most inexperienced user can test it out and get a feeling for this progressive medium. Although in most cases virtual reality hardware is pricey, eventually it will become more affordable and lend itself to create endless options for businesses and individuals alike. Much like the iPod or iPhone back in the early 2000s, new and affordable virtual reality options are on the horizon. The virtual reality hardware we have today is unquestionably the best and most affordable VR technology of its kind. Yet, the opportunities for what’s to come are even greater (with growing potential) than anything we have seen up to this point.

So what does this mean for your enterprise? Although, in some ways, virtual reality has just arrived, there are already countless opportunities for your company to jump on the prospects. We built Crafter CMS to deliver high-performance, unique digital experiences across all online channels. And we are certain that virtual reality is the next big digital channel.

If you are interested in learning more about the current state of virtual reality or how the award-winning Crafter CMS platform can help your enterprise create virtual reality experiences, give us a shout.

3 Can’t Miss Trends On Why Your Company Needs A Web Experience Management System

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As the internet landscape changes, adapting to new trends is not only necessary, but crucial to effectively engaging with clients and prospects. More than ever, in this age of engagement, we are expected to communicate with friends, leads, customers, critics and fans on their terms – be it their schedule, language, location, or optimizing for their device. Consistently the line between on-line and off-line is blurring, and the experience immersive.

The most recent trends that are swiftly defining the need for Web experience management include social, personal and mobile growth. While each of the trends individually play a significant role in user experience, they also successfully work together, emphasizing one another in a way that is fast-tracking the trends entirely.

The following are the three most fundamental trends driving your company’s need for Web Experience Management and why adapting to them is vital to the life of your business.

1) Social
Gone are the days of online anonymity. The Web is a place to be social, engaging, and community-driven. With over 900 million reported Facebook users and an estimated 150 million Twitter users, social media is ubiquitous and consumers are looking to the personal aspects of the internet to help them make their decisions. Studies show that although only 14% of consumers trust traditional advertisement, a whopping 78% trust peer recommendations such as those on Twitter and Facebook. The personal and relevant communication driven by peers leaves no question as to why social trends are so significant.

2) Personal
While the web is vast and continuously growing, it is also evolving users to become more local and personal with their experience. Today the internet delivers news, reviews, sales and services to users in real-time. Information can be personalized to each individual according to their personal choices and desires. The internet is consistently making the world smaller by personalizing user experience and increasing the information available to each of us.

3) Mobile
Users go from their desktops and notebooks to tablets and phones without skipping a beat. The Web is constantly at users’ fingertips thanks to the growth of mobile access. Users are always on or can be within seconds. While there are 6.8 billion people in the world, an estimated 4.7 billion people have access to the internet via mobile device. Whether standing in line at a coffee shop or taking a selfie atop Mount Fuji, mobile devices are giving users access to the internet at any time in any place.

Because these trends are in the forefront of the current user experience, your audience has easily grown accustomed to them. Therefore, meeting the demands of a new era of engagement means personalizing a coherent and consistent customer experience. Regardless if your audience steps into your store, logs on to your Facebook page or peruses your website, they expect uniformity. Adopting the changes associated with these trends should be on your short-list of priorities, even if it means tackling the job with limited resources. An effective strategy along with the right tools, can help you get the Web experience that engages your audience and keeps them coming back.

3 Reasons to Upgrade to a Modern CMS

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The digital marketing world is quickly evolving as the era of engagement arrives. Customer engagement is the new marketing imperative. So as new technologies, channels and opportunities become available, enterprises are realizing the need for dramatically improved functionality, personalization, multi-channel delivery and speed from their content management systems (CMS) in order to stay competitive.

However, many enterprises still have a legacy CMS that may have been in place for a decade or more, and are in need of major upgrades or replacement.

As a result, leading enterprises are looking toward a modern CMS to create and optimize engaging digital experiences across all online channels.

3 Reasons To Ditch Your Legacy CMS

1. Support customers and their devices 

Thanks to the rise of mobile, social and cloud technologies, customers are changing the way they do business with companies. Today customers want to be to able access content and offerings anytime, anywhere and from any device or application. This has created a need for easy access to content across all online digital channels and devices. One way enterprises can engage customers is to adopt a modern CMS that allows for personalized experiences, multi-channel delivery, and blazing fast performance. After all, delivering unique experiences to every user across a multitude of channels requires robustness that yesterday’s page-based content management systems will never handle.

2. Integrating Modern Technologies

One important ingredient to a modern CMS is the ability to integrate with best of breed and modern open source software. For example, look at enterprises struggling to close the sales and marketing divide to generate leads and close sales. Traditionally they don’t use the same technologies; sales teams tend to use a CRM system to track sales opportunities, while marketing departments typically utilize marketing automation and CMS software to create and optimize digital content, promotions and experiences. However, sales and marketing must work together, and if disparate technologies do not integrate well, then bad things happen — leads are dropped, customer relationships are damaged, and revenue is lost. This insidious problem illustrates why a modern CMS that seamlessly integrates with all other enterprise software, whether on-premise or in the cloud, must be utilized to drive higher marketing efficiency, higher sales, and higher customer loyalty.

3. Personalized Customer Experiences 

To engage customers most effectively, you need to speak to them on a one-to-one basis. Not to a persona. Not to a geography. One to one.

The most innovative enterprises are now using modern CMS platforms to personalize customers’ experiences based on who they are, what they’ve been searching for, sales history, social media engagement, what’s in their cart, and so forth. Market leading enterprises can even use this information to choose which products and/or services to promote based on profitability. As a result, they have a higher conversion rates, higher margins, and more satisfied customers.

Need more information on how to upgrade your legacy CMS? Email us at info@craftersoftware.com or visit us our website at craftersoftware.com.

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