Well, the answer is that you can deliver a similar level (or even a higher level) of eCommerce customer experience with your own Digital Experience Platform (DXP). It’s time to break free from the inflexible eCommerce platforms and embrace a DXP that levels the playing field and leaves your customers to feel valued by you.
How DXPs help Improve Retail & eCommerce Customer Experience
Various technologies—portals, content management systems (CMS), analytics, and search— converge into one single platform called “Digital Experience Platform” or DXP, enabling businesses to effectively engage customers seamlessly across all the touchpoints throughout the user journey.
Analytics help Provide Insights that Lead to Better Customer Experience.
Providing customers with the right information at the right time across their entire buyer journey is one of the ways to deliver a seamless experience to your target customers. In addition, analyzing data enables you to segment customers for targeted content, including product and service recommendations, promotions, and other marketing efforts.
When it comes to analytics, DXPs aim to unify customer data, user experience, and business data by going through aggregate purchase behavior to identify patterns and anomalies that the marketing team may want to exploit.
A Successful Analytical Journey of Argos with Adobe Experience Manager (AEM)
Argos, one of the United Kingdom’s leading digital retailers, used Adobe Analytics integrated within Adobe Experience Manager to know the volume of customers coming in from every social channel. Argos uses social media channels to increase the relevance of its brands by engaging with customers and helping them find information about products.
Data extracted from Adobe Analytics revealed that customers who leave reviews or questions tend to have a higher conversion rate. Thus, Argos began sending users emails saying that their questions had been answered and referencing campaign IDs.
This led to a boost in customer engagement, thereby leading to significant incremental revenue.
Personalization to Engage Target Audience
Picture this: Kate’s visit to your website was driven by your most recent newsletter. She is the part of your database for 3 years and is an infrequent visitor: She has visited your website 18 times in the last 3 years.
However, whenever she buys something from your website, she makes larger than average purchases.
Her most recent browsing was focused on women’s handbags. She has made online purchases from your website and at her local retail store and has recently liked social media postings featuring designer handbags.
DXPs allows you to connect to various data sources to develop a 360-degree view of your target customer, allowing you to tailor your experience to your customers’ wants and needs, which leads to improvement in conversions.
So, once you gain a 360-degree view of Kate, how will you attract her to buy a women’s handbag from your website?
- You can personalize the hero banner of your website’s homepage and display top designer handbag brands.
- In your next newsletter, you can highlight a selection of new handbags from her most visited brand.
Kate becomes a lifelong customer who continues to receive a seamless user experience because her profile is now augmented with:
- Her purchasing pattern
- Activities that led to the sale
- Her purchase details
The personalization engine employs a cascade of basic and more sophisticated algorithms to generate custom recommendations and configure a “next best offers” chain to seal a sale.
DXPs have become one of the vital elements of a digital transformation strategy. They enable brands to build a compelling engagement platform used in the entire digital journey of customers.
DXPs are replacing one-dimensional Web CMS so that potential customers can make smart–sometimes impulsive–decisions quickly and easily. Thus, regardless of where your eCommerce brand is in its digital transformation journey, at some point, you will need to consider implementing DXPs to your business model to meet your business goals.