Targeted use of data for a relevant customer journey
Not all content you have to offer is interesting for all your visitors. And ideally, you offer really good content without obligation, so that the target group comes back when it is really needed. When you target the right personas, you can serve them in the right way and at the right time. Do you know who your organization's target audience is? And do you know what each persona would like to hear or see? Let's get on with that.
We turn every customer journey into a relevant customer journey
By default, you can of course view many characteristics of your visitors, such as the time when they visit a page, the location of the visitor, from which channel the visitor lands, whether the visitor has been before and what device is used. With this information you can explicitly personalize the content and make it more relevant for your visitor. We adapt the page to the device that is used. Or the visitor 'gives' you information that you can therefore omit or no longer have to request on a subsequent visit.
The time a visitor spends on the website, the origin of the IP address and the click paths are stored and can be implicitly personalised. The collected data is used to help the visitor further, without being specifically asked for it. And we try to translate the visitor's behavior as well as possible into a matching persona and phase of the customer journey in which the visitor finds himself.
We predict the behavior of the visitor
Every visitor goes through a customer journey. Based on the behaviour, it is possible to predict in which phase the visitor is. The visitor who reads the FAQ is in a completely different phase than the visitor who visits product pages. By determining which phase your visitor is in, you can offer better, more relevant content and thus reduce the step to conversion.
Different visitors have different needs. By working with personas (bundling of needs) you can match the behavior of visitors with personas and personalize the content of your website, for example. We store the data that is collected in a kind of black box. Because (sensitive) information remains in our control, we remain in control. We can always justify what exactly happens to the data and where the data is. This prevents the information from being used for anything or being sold on. The data is never linked to personal data, so the data we collect always remains anonymous.
All expressions, both online and offline, must appeal to the target group and must match the (brand) values of the organization. By providing insight into all contact moments, measuring appreciation and specifically aiming for improvement, you work towards Total Experience; brand experience at its best, based on customer and employee appreciation.
We use our Total Experience Model for this, which shows customer journey, touchpoints and key moments at a glance, supplemented with (real-time) insight into employee and customer appreciation. The model provides concrete tools for improving the customer journey, with customer appreciation as the most important indicator.
Read more about our Total Experience Model
Convinced of the power of personalization? Or do you want to know whether personalization is suitable for your (new) website? Leave your details and Leon will contact you.