A Recipe for an Exceptional Customer Experience

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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.

About the Author

Stephanie has more than 10 years' experience in marketing communications, leading and executing marketing strategies for corporate and non-profit organizations. She elevates the awareness and creativity of content marketing campaigns for Perficient.

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