Customer Experience Across Age Groups

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Who treats consumers best – the online world or the offline one?

A new survey by Sitecore, conducted in conjunction with King Brown Parters, found that the answer is highly dependent on who you ask – more specifically what generation they belong to. For example, millennials are almost three times more likely to believe personal technology brands are best in treating their customers, while their baby boomer counterparts are nearly 80 percent more likely to believe brick-and-mortar retailers treat their customers best. 

It should be clear that delivering a good customer experience regardless of channel or customer type should be a priority for today’s enterprises, as 89 percent of consumers would switch brands if they received poor customer service. 

Sitecore, with its latest update to the Sitecore Experience Platform (8.1) believes it can help “turn every customer interaction into an extraordinary experience by offering customers relevant content in the appropriate context at the right time.”

Sitecore XP 8.1 uses contextual intelligence to help businesses analyze customer attributes like location and device and integrate customer information like purchase history, activity across touchpoints and more to personalize experiences. Delivering the right message to the right person at the right time has proved to increase conversions, customer satisfaction and customer lifetime value. 

With contextual intelligence, Sitecore XP 8.1 helps businesses analyze customer attributes, like location and device, in real-time, as well as integrate that with purchase history, demographic data, behavioral trends and activity across touchpoints. One of Sitecore XP 8.1's biggest selling points is its one central platform, allowing enterprises to get a 360-degree view of the customer, while managing content, analytics, promotions, testing and more from a single location.

“Marketers need three key elements to deliver relevant, personalized experiences,” said Michael Seifert, CEO, Sitecore. “First, they must understand their customers -- who they are, what they care about, and what they’re doing. Second, they need a single content management system that can share contextualized content across channels to customers. And third, they need to deliver communication automation--the ability to map profile and real-time behaviors with on-the-spot decision-making to customize the experience as it happens across touchpoints.” 


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