This year’s all-digital Sitecore Symposium is centered around moments that make experiences, but what does that mean in the digital space? We’d argue that it’s all about creating positive experiences, spaces, and memories for your customers.
Even in today’s digitally-driven, consumer-centric world, poor customer experiences are still fairly common. But why? It seems so simple. When brands can create moments with their customers, it establishes a connection. Those moments then build into experiences that help brands form lasting relationships.
The best user experiences are the ones that leave you feeling as though it wasn’t orchestrated; it feels organic. When creating an experience, you must recognize what end users need to build the web experience they want. Emotion is the key ingredient we want to leverage in our digital moments.
When we factor in the ways people define experiences, it’s often based off of the best (or worst) moment and the end result. That’s right, the middle portion of the customer journey is often forgotten. Because of this, businesses often make the mistake of neglecting those middle steps, not realizing this is where they experience their highest drop-off rates. This screams lost opportunity to us.
Many of the moments we have swiftly get classified as “no big deal.” But if you seize the opportunity to transform even the most common moment into a defining one, you set the stage for creating lasting memories that earn your customers’ loyalty.
Inc.com
The takeaway here is that it’s crucial for businesses to nurture and guide their customers through the entire user journey. By laying a deliberate path with personalization features you have an opportunity to not only influence the process but exceed expectation and create meaningful customer experiences.
This begs the question, are experiences more valuable than the product?
Elevate your CX
A Walker study discovered that by late 2020 (as in now), CX will surpass price and product as a fundamental brand differentiator. Like Sitecore CMO, Paige O’Neill said at last year’s Symposium, “The experience economy is here.”
Gone are the days when a quality product or service was enough, it all boils down to the moments that make experiences. You still need to have a quality product or service to work with, of course, but your users’ journey should stand out and elevate you from your competitors.
Even as we climb toward bigger and better technological advancement, it’s ironic that we still want that door-to-door experience; a unique, personalized visit from a brand demonstrating the ways they value us as consumers.
SitecoreSYM 2020
So, where does one start? How can you turn online interactions into moments that make experiences? Attending SitecoreSYM is a great start. They’ve done a fantastic job of tailoring the digital conference experience. You can expect:
- To learn about new products and get updates on current solutions and a sneak peek into Sitecore’s product roadmap
- You’ll hear compelling, real-world customer success stories and learn best practices from other businesses and organizations
- To sit in on conversations with expert speakers, innovative thought leaders, and representatives from a wide range of global brands.
- The ability to watch and re-watch at your leisure
- Scheduled virtual meetings with Sitecore experts, sponsors, partners, and other attendees
Don’t be afraid to build that emotional connection with your clients and users, it’s the driving force of your customer experience. To learn more on how Sitecore combines tech with emotional elements to streamline and evolve customer experiences, talk to one of our experts.
