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A Recipe for an Exceptional Customer Experience

Marketers are now in the business of selling experiences – not products – and the numbers that support this statement do not lie.
According to a survey of more than 7,000 marketers worldwide, two of the top three digital priorities for 2016 include targeting/personalization and content optimization.Adobe_2016_Digital_Trends
Creating and delivering an exceptional customer experience is no easy task. In this same study, 47% of the respondents ranked strategy as the most important factor for improving CX, followed by design (40%), data (37%), and technology (33%).
When working with clients to achieve their digital marketing goals, our Digital Platform Solutions team works with a variety of content, commerce, and enterprise search and knowledge discovery platforms, to provide end-to-end technology-integrated solutions.
However, our client successes aren’t solely based on the backend technology and systems. The recipe for success is a blend of strategy, creative design, UX expertise, and highly skilled platform implementations to deliver on that exceptional experience we all desire. It is often said that, end-to-end is just the beginning.
A great example of this is the Christie Cookie
. One of the main ingredients to its marketing strategy was e-mail campaigns. Cookies baked in batches are a great thing, but ‘batch and blast’ e-mail campaigns are not.
The Christie Cookie Company came to us because they wanted to connect personally with their customers. They realized that e-mail campaigns would be far more effective when designed with the customer in mind.
By coming up with a strategy to segment their customer base, we designed and tested e-mails targeted at three specific groups. The goal was to improve click-through rates and conversions.
In addition to segmenting and targeting specific customers, our agency team updated the look and feel of Christie Cookie’s e-mail designs to convey the distinctive brand equity.
With relevant messaging and a new design, Christie Cookie’s e-mail marketing outperformed previous campaigns with a revenue increase of 86% over the previous year.
Relevant and well-crafted content delivered at the right time is a recipe for success. And combining our digital platform expertise with the strategic imagination of an agency allows us to deliver this type of end-to-end customer experience solution. That’s why we’re excited about the recent launch of Perficient Digital, our agency purpose-built to help companies who believe customer experience is the defining strategic imperative of our day.
With a focus on improving every customer moment that builds your brand, we dream big, build beautiful, measure confidently, and optimize obsessively.
Learn more about Perficient Digital.

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Stephanie Gallina, Senior Manager, Microsoft + CXC Partner Marketing

Stephanie has more than 15 years' experience in marketing communications, leading and executing marketing strategies for corporate and non-profit organizations. She elevates the awareness of relevant digital solution topics and thought leadership for Perficient.

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