Customer experiences matter. Just ask this guy. Imagine he’s your customer. View the slideshare for customer experience strategies and to learn: • What really compels customers to make a purchase • The most important touchpoints along the customer journey • What makes an interaction meaningful to a customer Still not sure? Consider this: $83 billion is lost in marketing each year due to poor customer experiences. – The State of Marketing 2013

1. 5 WAYS TO GIVE
THIS GUY A GREAT
CUSTOMER EXPERIENCE.
And get him to buy
something, too.
PRESENTATION
© 2013 Webtrends, Inc.

2. Meet Steve.
He’s really busy,
almost all the time.
1© 2013 Webtrends, Inc.

3. It’s hard to get his attention.
But you want him to notice you.
Because you’re pretty sure you
sell something he wants…
2© 2013 Webtrends, Inc.

4. Let’s say it’s THIS.
3© 2013 Webtrends, Inc.

5. How will you get
his attention?
And how can you
say, hey, I’m here.
For you. Only you.
4© 2013 Webtrends, Inc.

6. CREATE MEANINGFUL EXPERIENCES.
Reach out while he’s
shopping online.
Or just living his life
online, on mobile or
in social.
Make it easy for Steve
to get what he wants.
5© 2013 Webtrends, Inc.

7. THERE ARE FIVE WAYS
TO GIVE STEVE WHAT
HE WANTS ONLINE.
And create more meaningful
interactions between him
and your brand.
Here they are.
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8. © 2013 Webtrends, Inc.
Last winter, Steve liked your
Facebook page when you
were promoting leather
motorcycle jackets.
Today, he’s at your website
searching for a motorcycle.
He’s getting serious.
What matters to you is what
Steve wants right now, so
you can show him relevant
content.
#1: UNDERSTAND WHAT STEVE WANTS RIGHT NOW.
Webtrends leverages in-the moment, visitor-level data,
so you can give customers what they want right now.
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9. © 2013 Webtrends, Inc.
IN-SESSION DATA
At your website, Steve views
three pages of similar bikes.
HISTORICAL DATA
During a previous visit, he
viewed bike accessories.
OFFLINE DATA
You also know he’s a
member of the Motorcycle
Rewards Club.
All of this data creates a
detailed picture. It’s easier to
understand what information
is right for Steve, right now.
#2: USE EVERYTHING YOU KNOW ABOUT STEVE.
Webtrends helps you use data to provide personalization
in context—highly personalized online and mobile sessions
that offer the best content for that moment. 8

10. © 2013 Webtrends, Inc.
Personalization in context also allows your brand to
provide a consistent experience and message across
entire campaigns, in every channel.
Steve reads the news
online, checks in with
friends on Facebook, and
has a crowded email inbox.
Wherever he is, you know
he still has motorcycles on
his mind.
Have your brand and your
message ready for Steve in
every digital channel.
#3: GO WHERE STEVE IS.
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11. © 2013 Webtrends, Inc.
10
Steve hones in on the
make and model of the
motorcycle he wants.
He starts researching that
type on his mobile device.
Your mobile site shows
Steve exactly what he’s
looking for at that moment.
#4: SHOW STEVE RELEVANT CONTENT EVEN WHEN HE DOESN’T TAKE ACTION.
Webtrends allows you to test against metrics you
used to have to guess at. You can optimize based
on engagement, not just action.

12. © 2013 Webtrends, Inc.
11
Steve finally buys his
dream motorcycle.
Why?
You were there with
him along his entire
customer journey.
While he was browsing,
reading, searching—your
brand was there.
#5: OPTIMIZE STEVE’S JOURNEY AS A CUSTOMER, EVERY STEP OF THE WAY.
Webtrends identifies visitor segments based on attributes
and behaviors across digital channels, so you can
optimize the purchase path for customers.

13. You made this
happen for him.
© 2013 Webtrends, Inc.
12
LOOK AT STEVE GO

14. YOU WIN!
Steve felt comfortable with your
brand, because your brand was
there with meaningful information
for him in every digital channel.
You knew what he wanted, and
were able to provide it at every step.
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15. WEBTRENDS CAN HELP YOU CREATE
MEANINGFUL, HELPFUL DIGITAL
EXPERIENCES FOR EVERY CUSTOMER.
• In-the moment data.
• Highly personalized online and mobile sessions.
• Personalization in context.
• Visitor segmentation based on attributes and
behaviors across digital channels.
• Optimizing against metrics that go beyond
conversion, like engagement.
• Visitor segmentation and targeting based on
attributes and behaviors across digital channels.
14© 2013 Webtrends, Inc.

16. To learn more, download the playbook.
© 2013 Webtrends, Inc.
PLAYBOOK
CONVERSION
OPTIMIZATION
FIVE STEPS TO CREATING THE
ONLINE EXPERIENCE CUSTOMERS
REALLY WANT